Complaints Procedure

If you have received a faulty item

We want you to be over the moon with your purchase. We inspect each product before making it available for sale on the website, and again before despatch. In the unfortunate event that we do not spot a fault and you receive the item in a faulty condition, please complete a returns notification form or call us within 7 days of receipt of goods to inform us of the complaint.

The Penny Peach Co will refund the postage costs for return of goods under the following conditions:

  1. The Goods are returned using the Royal Mail ‘Signed For’ service, 2nd Class postage.
  2. The Goods are in the original packaging and in an unused state.

If the fault is an error made during manufacturing, then we will either replace the product, or, if it is a One of A Kind, the fault will be repaired and re-sent to you, together with a loyalty discount voucher against a future purchase. However, if you would rather receive a refund, we will issue a refund as outlined in our Terms and Conditions.

We are committed to reaching an amicable resolution to your complaint within 48 hours of receiving details of the problem.

If you Change Your Mind,

If for any reason you are not happy with your product, we offer a no-quibble returns policy. You will be responsible for ensuring that the goods are returned to us safely and in a condition in which they can be re-sold. Please advise us of your intention to return the goods through a returns notification form or call us within 7 days of receipt of goods.

Delivery Details

We will send your goods to you using Standard 2nd Class postage. If you have a preferred courier service you would like us to use, please Contact Us and we will arrange a separate quotation for your shipping fee.

We can offer most parcel Collections services, e.g., UPS, Hermes, Collect+ DPD, etc. if that will be more convenient for you.

All goods will be delivered, wrapped in acid free tissue paper, or in an organza, reusable bag, and this will be sent in a robust, environmentally friendly postage bag.

If you would like the goods gift-wrapped, this is possible; again, Contact Us to discuss your requirements. There will be an additional charge for gift wrapping, subject to your requirements.

Custom Quilts will include free gift wrapping, as discussed on instruction.

The kits are sent in an organza bag, and in a robust environmentally friendly package.

General Points for You Kind Consideration

Our hand-made products are hand cut, machine sewn, and machine quilted at home. What I can guarantee is that the products are all made using beautiful fabrics and high standard materials, with an intention to bring pleasure, fun, and individuality.

However, due to the method of quilting I use, sometimes the stitches are not quite uniform, and the lines may not be perfectly straight. This is what makes them distinct from mass produced products which are more “perfect”.

You will be the proud owner of a handmade and individual piece of work and will also have supported a home-grown business.

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