Refund policy

Returns & Refunds

We hope you love your order from Made by Penny Jane. If there is a problem with your order, please get in touch and we'll be happy to help.

Non-personalised items

If you change your mind about a non-personalised item purchased online, you can let us know within 14 days of receiving your order that you wish to return it. You then have a further 14 days to return the item to us.

Items should be returned unused and in their original condition. You are responsible for the cost of returning unwanted items unless the item is faulty, damaged or incorrect.

Personalised items

Items that have been made to your specifications or clearly personalised with your chosen name, initials, wording or other custom details cannot normally be returned or refunded simply because you have changed your mind.

Please check all names, initials, spelling and other personalisation carefully before placing your order. Personalisation will be produced using the information supplied with your order.

Faulty, damaged or incorrect items

Your statutory rights are not affected by this policy.

If your item arrives faulty, damaged, not as described, or we have made an error with your order, please contact us as soon as possible so we can put things right.

Where possible, please include your order number and photographs showing the problem.

Natural materials

Many of our products are made from natural materials including wood, slate and cork. Natural variations in grain, colour, texture, markings and edges are part of the character of these materials and are not normally considered faults.

Refunds

Once an eligible return has been received, we will process the refund to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

Where required by law, eligible refunds will also include the cost of standard outbound delivery.

Contact us

To request a return or tell us about a problem with an order, please contact us at:

hello@madebypennyjane.com