Refund policy

We want you to be delighted with your purchase.

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and unwritten in
  • Be in its original condition
  • Be returned in its original packaging
  • Include proof of purchase

To start a return, you can contact us at hello@pennysserendipityhouse.co.uk. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Returns must be approved before being sent back. Items returned without prior authorisation will not be accepted.

You can always contact us for any return question at hello@pennysserendipityhouse.co.uk. 

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 resolve it immediately.

Non-returnable items

Due to the nature of our paper-based products, we cannot accept returns for:

  • Products that have been written in
  • Products showing signs of use
  • Damaged products caused by misuse
  • Personalised products
  • Gift cards
  • Sale or clearance items

Exchanges

We do not offer direct exchanges. If you would like a different product, please request a return (if eligible) and place a new order.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unwritten in or unused, with all extra tags & add-ons, and in its original packaging. You’ll also need the receipt or proof of purchase.

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. Shipping costs are non-refundable unless the item is defective, damaged, or incorrect.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pennysserendipityhouse.co.uk.