FREE delivery over £20 | Same day dispatch | Next Day Delivery available

FREE delivery over £20 | Same day dispatch | Next Day Delivery available

Search

This section doesn’t currently include any content. Add content to this section using the sidebar.

Image caption appears here

Add your deal, information or promotional text

Refund policy

 We want our products to make you smile. But if you’re unhappy for any reason, get in touch and we’ll resolve the issue as quickly as possible.

You can cancel your order any time before dispatch and returns can be made within 30 days of dispatch. All you need to do before returning is let us know it’s happening, that way we know to expect it and what action to take.

When a refund is approved, we guarantee it’ll be processed to the original payment method within 14 working days. We’ll send you an email to confirm, but remember it might take up to 7 working days for it to show in your account.

Apart from faulty products, we can only accept returns of unopened and unused products in a sellable condition. Unfortunately, personalised items and balloons that have been inflated can’t be returned unless faulty.

 

How to return an item

  1. First get in touch - we'll send you a Return Authorisation.
  2. Next, package your return in whatever works (a box, a padded envelope, or something else). All items, apart from faulty ones, should be in a sellable condition – returned in their original protective packaging.

  3. Don't forget to include your Return Authorisation Number inside the package.

  4. Address your package to: Returns Dept, Penny Black Glasgow Ltd, 721-723 Great Western Road, Glasgow, G12 8QX.

  5. Now all that’s left to do is send it. To make sure it arrives safely, consider a tracked or sign for service – and keep a certificate of posting. Unfortunately, we can’t cover the cost of returning unless the item is faulty.

If the items we get back are damaged or not resellable, we reserve the right not to provide a refund. In that instance, you’ll be responsible for the cost of the items being returned to you within 28 days. This does not affect your statutory rights.

Faulty or damaged goods

If your items arrive faulty or damaged, we’ll refund all postage and packaging costs. We’ll also cover the cost of return, unless it was sent to you with other items you’re not returning.

Remember to include a copy of the receipt showing your postage costs so we can refund your return postage fee.

Undelivered packages

A package could be undelivered for a range of reasons. It’s often when the delivery address isn’t right, an item that needs a signature upon arrival hasn’t been signed for, or a failed delivery attempt hasn’t been collected from a collection office – in that instance it’s usually returned to the sender.

When an undelivered package is returned to us, we’ll issue a full refund – excluding delivery costs. Unfortunately, we’re not able to resend undelivered packages. So if you’d still like the item, please place a new order.

Return in store

Changed your mind? Not happy with your purchase? No problem. You can return in store too, and we’ll refund the price of goods within 30 days of the purchase date – as long as they’re unused and in a resellable condition.

Don’t forget you’ll need your receipt for a full refund. But don’t panic if you’ve lost it – you can exchange your items instead.

Your UK Statutory rights are not affected by our Refunds and Returns Policy


Search