Delivery and payment
COVID19 update: We are open as usual - Pelenna Patchworks is a family run, home based business and not open to the public. We are using the Royal Mail for all deliveries (picked up from us so no mixing with the general public).
Please note that in some areas post is running slower than usual due to high volumes so please be patient if your order takes longer than usual to arrive, especially overseas orders.
PLEASE NOTE - if you have any problems during the payment procedure, please telephone us on 01639 898444. If you have selected any of the payment options we will have your order on file, and we can process payment over the telephone.
Frequently Asked Questions:
We accept payment online or by telephone. After giving your address details at the checkout you can then choose your preferred method of payment - details given below.
If you have a Paypal account and would like to use this to pay, simply choose the pay by Paypal option at the checkout to be taken to the Paypal server, and complete your payment details. Choosing the Paypal button from the shopping basket will take you to the Paypal Express checkout so you don't have to enter your contact details twice.
If you have received a gift voucher code or discount code, you can use it by simply entering the code into the 'coupon/voucher' box in the shopping basket, then press 'update basket'. If you decide not to use it on your order you can just press the dustbin icon next to it before proceeding with payment and the code will be removed and can be used another time.
You do not need to create an account to shop with us, you can checkout as a guest, ideal if you are only likely to be making a single order with us. However, if you are likely to make more than one order, creating an account will mean your name and address details will be stored, as well as all your previous orders, and you can start accruing loyalty points to get money off future orders. You can also log in at any time to check the progress of your orders, and create wishlists that can be shared with family and friends (great for gift ideas).
UK - UK delivery is tiered as follows:
Prices to the Scottish Highlands, Isles, Northern Ireland, Isle of Man and Channel Islands are as above, however large cutting mats & rulers cannot be sent to these areas.
Europe - For all countries outside the UK within Europe. Delivery charges are based on the weight of the order, see list below for prices. All delivery charges are stated in full in your shopping basket.
REST OF WORLD - For all countries not in Europe, excluding USA and Canada - unfortunately due to insurance restrictions we cannot deliver to the USA or Canada. Delivery charges are based on the weight of the order, see list below for prices. All delivery charges are stated in full in your shopping basket.
Please note we cannot send items weighing more than 2Kg outside the UK, where an item is too large/delicate to send outside the UK this is noted in the product details.
No UK VAT (tax) is paid on deliveries outside the UK however they may be subject to customs charges and/or local taxes. You the customer agree to pay any such charges - we do not accept any responsibility for any charges incurred. If in any doubt you should check yourself the customs rules that apply to your country before you place your order.
If you order before 12 midday we guarantee to dispatch your order the same day (Monday to Friday), providing there are no queries with the order. Orders received after 12 will be dispatched either the same day or the following day. The only exception is for large cutting mats and rulers which must be sent by courier due to their size, these will be dispatched within 5 working days.
We use Royal Mail first class postage (1-2 days delivery) where possible for all UK orders, the only exception being the 17" x 17" and 18" x 24" rotary cutting mats and the 6" x 24" rulers, these items are sent via courier due to size restrictions, and can only be sent to the UK mainland excluding the Scottish Highlands.
We will offer a refund or replacement (at our discretion) for any orders not received by 15 working days after the dispatch date. Please let us know after 15 working days if you have not received your order, and please note that we cannot refund or replace orders if you do not let us know within 80 days of placing the order. Please note that we are not responsible for refunding orders where the address details have been entered incorrectly.
Please note that we cannot leave directions to leave an order in a designated place - if the parcel is too large to fit through a letterbox and there is no one in to receive it, it will be returned to your local delivery office for collection, you should receive a Royal Mail card with further details.
We have pledged to reduce our plastic use as much as possible. We use a combination of recycled cardboard envelopes and sustainably sourced brown paper and paper parcel tape with natural rubber based adhesive to pack parcels, and our clear product bags are made from biodegradable and compostable vegetable starch.
If you do receive an order in a poly bag/bubble envelope, it will have been recycled from one of our deliveries!
If you change your mind for any reason about an order it can be cancelled for a full refund up to 14 working days after the item is delivered. Products must be returned in their original condition and returned to the address given in our Contact Details area. We recommend proof of postage is obtained on any returned parcel. We are not responsible for the cost of return delivery.
We endeavour to ensure that all orders are received in perfect condition, however we will give a full refund if an order is less than satisfactory. Please contact us if you have any complaints about an order. We cannot accept returns later than 80 days from the date of delivery.
In order to ensure maximum security when you pay by card, we have implemented the 3D secure system which prompts you for a password when paying by card. Please follow these links for more information about the 3D Secure systems for Visa and Mastercard.