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Processing Times

  • Orders are normally processed within 2–5 business days.
  • During product launches, promotional campaigns, Christmas, public holidays or  unusually high-volume periods, processing times may take longer. Should significant delays occur, we will notify customers where reasonably possible.

United Kingdom Delivery

 Estimated delivery:

  • Standard Tracked: approximately 2–5 business days after dispatch

  • Express Tracked: approximately 1–2 business days after dispatch

 Delivery times are estimates only and cannot be guaranteed.

International Delivery

  • International delivery times vary depending on destination country, customs processing and local postal services.
  • Customs delays may occur.
  • Import duties, VAT, customs fees and local taxes are the responsibility of the customer where applicable. These charges are determined by the destination country's customs authorities and are not included in the product or shipping price unless otherwise stated.
  • Customers are responsible for ensuring the product may legally be imported into their country.

Tracking

  • Tracking information provided where available.

Customs, VAT & Import Charges

Orders shipped outside the United Kingdom may be subject to:

• Import VAT

• Customs duties

• Local taxes

• Clearance fees

These charges are determined by the destination country's customs authorities and remain the responsibility of the customer unless explicitly stated otherwise at checkout.

Unfortunately, we have no control over these charges and cannot predict their amount.

Incorrect Shipping Addresses

Customers are responsible for ensuring all delivery information is accurate before completing their purchase.

If an incorrect address has been supplied, please contact us immediately.

Once an order has been dispatched, we may be unable to amend the delivery address.

Any costs incurred due to incorrect address information may be deducted from any applicable refund.

Lost or Delayed Parcels

If your parcel appears to be delayed or lost, please contact us at:

hello@pennysserendipityhouse.co.uk

We will work with the courier to investigate.

Please note that investigations must usually be completed by the carrier before replacement or compensation can be considered.

Damaged Packages

If your parcel arrives visibly damaged, we recommend photographing the external packaging before opening and retaining all packaging materials.

If damage has occurred during transit, please contact us within 48 hours of delivery with photographs so we can investigate with the courier.

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