Despatch & Delivery
Once you place your order we need about 5 -7 working days to lovingly create your handmade products. If you need your items faster, please contact us before you place your order and we will do the best we can to help. Note that at busier times of the year (September-December) this time may be extended.
You will be notified once your order has been despatched. Please allow 2-3 days from despatch for your order to arrive.
Returns & Replacements
Unless we have notified you that we do not accept your order, or you have cancelled your order in accordance with the cancellation conditions as stated below, our acceptance of your order and the completion of the contract between you and us will take place when we have dispatched the goods ordered by you.
We may not accept your order if an item you have ordered is out of stock, we are unable to obtain authorisation for your payment or if we identify a product or pricing error. We reserve the right to reject any offer to purchase by you at any time.
If we are unable to fulfil your order following our order acknowledgement, we will contact you by email or telephone advising you of this.
If you need to cancel your order before it is shipped please let us know via email as soon as possible. Your refund will be processed within 5 working days of receiving your cancellation notice. If you are not satisfied and wish to return the goods ordered, you must notify us within 7 days of receiving your order. We will refund only UNUSED products, returned to us in fully re-saleable condition, including undamaged packaging and labelling for individual items (eg soap boxes, bath bombs, jars), within 21 days. Jars must not have the tamper seal broken.
We must be notified of incorrect or damaged orders within 3 days of receipt. If you cancel an order after despatch, this will incur a 10% surcharge. Where the reason for return is NOT due to an error made by Penelope’s Melts, all return costs incurred will be the customer’s responsibility and a refund for items will not be issued until the goods are received back in an UNUSED (and, where applicable, unopened) and fully re-saleable condition.