Refund policy

Returns: Due to the personalised and handmade nature of many of our products, personalised items cannot be returned unless they are faulty or incorrect. Non-personalised items may be eligible for return in accordance with UK consumer law.

Cancellations

Orders may be cancelled before work has begun and will be refunded accordingly. Once production has started, personalised orders cannot usually be cancelled.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pennyandthreaduk@gmail.com.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

You can always contact us for any return question at pennyandthreaduk@gmail.com.