Delivery

UPDATE 1/04/2020
We are now adding labels with the time & day we pack.
This is to enable customers who wish too, to cut open the delivery bag with gloves and empty the contents out 72 hours after we have packed.
How I pack:
1. Products are kept in a place only accessed by myself
2. the packing environment is washed down with disinfectant prior to packing 
3. yarn is not being packed with tissue paper unless requested at the check out
4. I am using hand sanitiser inbetween parcels and wearing gloves whilst packing. I never eat or drink when packing. 
5. I am symptom free, live alone and all of my parcels & letters are being left in quarantine for 72 hours and disinfected prior to use.
my food delivery is being left outside the door and fully disinfected prior to coming into my home. 
I believe I am as safe as I can be which I hope means the items I am packing and sending onto customers are also safe.

UPDATE 24/03/2020

We have taken the decision to primarily send parcels within the U.K.  we are really sorry for any inconvenience caused but as we are unable to ascertain the situation outside the U.K. and where Royal Mail can deliver to changes daily we cannot guarantee when your parcel will arrive.  

You can order to Spain, France & USA - we are sending fully tracked as if 31st March 2020

If you would like us to ship to you outside the UK, then some countries are still available please note there is a chance your item may delayed for a significant amount of time. Please contact us on shop@madebypenguins.co.uk before you order iso we can then check the current situation, if we can ship then we will open up your country on our shipping options to enable us to do so.

Pre-Orders of Easter Boxes to Europe, Australia and the USA will still ship and be sent on a fully tracked service at no extra cost to customers.

We have been told it may take longer to reach you but on a fully tracked service we can ensure your yarn is fully insured in the event of any issues. Customers in other counties have been contacted to discuss what tthey would like to do please check your spam folders.

UPDATE 23/03/2020

Packing. To pack your orders gloves are being warn - inside packaging is being kept to a minimum. So yarn is being selected and then put straight into a bag and sealed. We don’t have food or drink near our yarn anyway, so this is not something we have to “not do” it is up to you how you wish to treat your parcels once they arrived but as they are in plastic bags you can clean the outside of the bag and then open and dive into your yarn! As I’m the highest risk group and live alone, I have collections organised. I do discenfect all incoming parcels or leave for 72 hours I am extremely vigilant given my risk to Coronavirus and remaining within my home studio.

Please do email if you have questions.


UPDATE: 23/03/2020

As someone in the highest risk group I am naturally taking the current situation very seriously. 

At this time Royal Mail services are working as “normal” all the time Royal Mail is collecting & delivering mail we will continue to be able to complete your orders.

However where we are currently relying on the collection of mail, there may be a small delay compared to our normal super speedy service and we are of course reliant on Royal Mail to then deliver to you.

Because of this if you are concerned that your parcel may have got lost please wait ten working days to get in touch, after you receive a delivery notification.

If you have a subscription with me, please check out the subscription page for up to date information.

https://www.madebypenguins.co.uk/collections/subscriptions

I am always grateful for the support of this small business but I am particularly grateful right now! 

any questions please email me shop@madebypenguins.co.uk I may be a bit slower than normal in responding given the current situation but I will come back to you, please check junk email folders 

Keep Safe

Lisa x 

 

Made by Penguins is a small company from dyeing yarn to packing your order with love & care everything is done by one person. 


When using our standard delivery service, whilst we are normally much quicker; your order may take up to ten working days to arrive. If you are ordering with a special date in mind, please email us or leave a note in the special instructions when checking out as we will do all we can to help. 

 

Please note regardless of the amount spent, items are always shipped together. If you place a pre-order this will hold up your other items, it you want non pre-order items sooner please order separately.

 

All of our orders are sent via Royal Mail.

UK: Standard (Royal Mail 2nd Class)

up to £59.99 - £4.50

over £60.00 - FREE 

 

EU/EEA (Internation Standard)

£8.50

 

Rest of the World (International Standard)

£15.00

Please note, we do not lie on custom forms, and we do not accept liability for fees incurred by customs. You will need to pay customs fees as required by your country.

 

 

Returns

If you don’t like your MadebyPenguins Yarn in the UK & Europe You are entitled by law to a 14 calendar day cancellation period in which you can notify us of your intent to cancel your order. As outlined within the distance selling act Special Orders, Dyed-to-Order and One of a Kind Yarns are excluded.

You must contact us prior to returning your item.

This cooling off period becomes active from the day that you receive your order.

You are responsible for the cost of returning the item. If the item is deemed to be faulty, please contact us.  

When returning yarn you should use the most economic postage option, we will only refund UK second class up to £4.50, £8.50 within Europe and £12.50 for the rest of the world - if you think your postage will be over this you MUST contact us first. 

Refunds are made within 21 calendar days of receipt of the item with us. It is your responsibility to send back and obtain proof of postage. In the unlikelihood of the returned product going missing in transit, you are to contact your postage provider for compensation, the product is legally yours until a refund is issued. We will not accept liability for items lost in the post being returned to us.

 

Items must be returned in the original condition, including the return of all free gifts and or sample items. They must be in their original packaging and must be free from scent and animal dander. Items not in their original condition cannot be resold, as a small business we have no choice but to return it to you, a refund or exchange cannot be issued. 

Refunds will be processed using the method of payment that you have used.

Items returned from outside the EU must be clearly marked on the customs label as "returned merchandise" so as not to attract import duty / VAT. Please also write "Returning to country of origin" on the package too. If you attempt to return the yarn incorrectly and we receive a customs fee notification, your items will automatically be returned to you by Royal Mail. 

 

Questions???

If you have any questions please do reach out to us 

We aim to reply to all messages within 48 hours - during our opening times (we are addicted to technology nearly as much as Yarn so we are often much quicker) Please only send one message in this time frame, as an independent Dyer repeated messages can cause a bit of a backlog. If we haven’t replied within this timeframe, please check you have entered your details correctly.

shop@madebypenguins.co.uk

We are an exclusively online business at present so we are not contactable by phone.