Terms and Conditions.

1. Shipping & Delivery

We aim to ensure that all orders are processed and dispatched as quickly and efficiently as possible.

1.1 Dispatch Times

  • Orders are usually processed within 1–3 working days (excluding weekends and public holidays).
  • Once dispatched, you will receive a confirmation email with your tracking number and courier details depending on the service.

1.2 Delivery Services

  • Delivery timeframes vary depending on location and selected service at checkout. Estimated delivery times are provided but cannot be guaranteed.
  • Standard delivery typically takes 2–5 working days from dispatch
  • You will be able to track your parcel using the tracking information provided in your dispatch confirmation email if that service is selected.

1.3 Delivery Responsibility

  • If service requires a signature or personal collection, someone must be present at the delivery address to receive the parcel.
  • If you are unable to be present, you must arrange a designated “safe space” or alternative delivery instructions directly with the courier.
  • Penny Appeal is not responsible for parcels left in an unsafe or unsecured location if the courier follows your delivery instructions.

1.4 Failed Deliveries

  • If delivery fails due to an incorrect address, no one available to receive the parcel, or no safe space provided, the parcel may be returned to us.
  • In such cases, the customer is responsible for any return shipping fees or redelivery charges incurred.
  • If you refuse delivery without a valid reason, you will be responsible for return shipping costs, and any refund will exclude the original postage charges.

1.6 Lost or Missing Parcels

If your parcel has not arrived within the estimated delivery timeframe, please:

  1. Check the tracking information provided
  2. Check with the courier
  3. Check with neighbours or household members
  4. Contact us within 30 days of the dispatch date

We will investigate and, if the parcel is confirmed lost, we will offer a replacement or full refund (including original postage costs) at your preference.

1.7 Order Amendments and Cancellations

You may amend or cancel your order free of charge before it has been dispatched. Once a shipping label has been generated or your order is out for delivery, amendments are no longer possible.

2. Returns & Refunds

We want you to be fully satisfied with your purchase. However, should you wish to return your item, then please read the details below.

2.1 Eligibility for Refunds

  • Refunds apply only to eligible products that are returned in unused and resalable condition (including original packaging, tags, and any accessories) within 14 days of delivery.
  • Items must not show signs of wear, damage, or alteration.
  • Certain items such as personalised products, hygiene items (if seals are broken), or perishable goods are non-refundable for health and safety reasons, except where faulty.
  • Pure charitable donations (where no physical product is exchanged) are non-refundable.

2.2 Refunds Related to Shipping

  • Once a shipping label has been generated or the parcel is out for delivery, the postage cost is non-refundable even if you request a cancellation or refund after dispatch.
  • Refunds will only be issued for the product value, provided the return meets our eligibility criteria.
  • Original postage costs will be refunded if the item is faulty, damaged, or incorrect.

2.3 Return Process

  • To initiate a return, please contact our customer service team at info@pennyappeal.org quoting your order number, name and address.
  • Once your return is approved, you will receive instructions and the return address.
  • You are responsible for return postage costs unless the item was received damaged or in error.
  • We recommend using a tracked delivery service for returns, as we cannot be held responsible for items lost in transit back to us.
  • Please ensure items are securely packaged to prevent damage during return shipping.

2.4 Damaged or Incorrect Items

  • If your item arrives damaged or you receive the wrong product, please contact us within 7 days of delivery.
  • We may request photographic evidence to process your claim. Replacement or refund will be arranged within 7 days once verified.

2.5 Refund Processing

Once we receive your returned item:

  • We will inspect it within 2–3 working days to ensure it meets our return criteria
  • If approved, your refund will be processed within 14 days of us receiving the returned item
  • Refunds will be issued to the original payment method used at purchase
  • You will receive an email confirmation once your refund has been processed
  • Please allow 3–5 working days for the refund to appear in your account, depending on your bank or card provider

2.5 Exchanges

We do not currently offer a direct exchange service. If you wish to exchange an item for a different size, colour, or product, please return your original item for a refund and place a new order.

3. Additional Information

  • Penny Appeal is not liable for delays caused by courier services, customs clearance, or other factors outside our control.
  • Please ensure all shipping details provided are accurate and complete to avoid delays or misdeliveries.
  • Penny Appeal is not responsible for delays or additional charges resulting from incorrect delivery information provided at checkout.
  • We reserve the right to refuse returns or refunds if we suspect fraudulent activity or abuse of our returns policy.
  • By placing an order, you agree to these postage and refund terms in full.

4. Contact Information

For any questions regarding shipping, returns, or refunds, please contact:

Email: info@pennyappeal.org
Tel: 03000 11 11 11