As all of my products are made to order and many are personalised I do not have a refund policy unless a product is damaged in transit or a mistake has been made by me in the personalisation of the product.
In the result of any damage I should be informed immediately and photographic evidence of the damage be provided to me.
Replacements will be sent out as soon as possible.
Any mistakes should also be reported immediately so that a replacement can be provided. Photographic evidence of this may also be required.
I do not hold myself responsible for any mistakes in the personalising made by the customer but I would be happy to replace the item at its cost price.
Colour swatches are provided in my product listings but I would like to point out that different computers will reproduce the colours slightly differently, therefore the colours on your computer may appear slightly different from the print. If you are at all unsure of your colour choice I am happy to provide a printed colour swatch in the post completely free of charge. Just send a request as an an enquiry providing your address. You can also request an emailed proof before printing. No refunds are made if you are unhappy with your colour choice on receipt of the print.
My Standard deliveries are by 24 hour Royal Mail Packet Post for which Royal Mail state most is delivered within 2-3 days. This is not guaranteed however so if you have a specific deadline to meet within a 5 day period I would recommend using Express delivery
(+£6.95). This is guaranteed next day and trackable.
I do not hold myself responsible if a delivery is too late for a specific need if 5 working days have not been allowed and Standard Delivery used.
Please note that Express is a delivery option and time is still required to produce the print. With unframed prints this can usually be within one day of ordering but framed prints by me can take 2-3 days. Bespoke framed prints are not available for Express Delivery. They are produced within a 5-7 day window and dispatched by overnight courier inclusive in cost.
Express next day delivery on a Friday is only guaranteed for a Monday delivery and there is an additional option for Express Saturday delivery. If using this service when ordering on a Friday please enquire first if your order can be turned around in his time, this may not always be possible.
You will be informed of a dispatch date for all purchases and an estimated delivery date given. If you have not received your purchase within 5 days of dispatch (UK deliveries) please report this to me. Special deliveries are trackable and require a signature.
These should be received by 1pm on the next day from dispatch.
* Royal Mail Terms and Conditions regarding Delivery
If we are unable to deliver an item because it does not fit through the letter box, no-one is available to receive or sign for it and there is no other delivery instruction attached, we may deliver the item to a neighbour’s address and leave a card for the person the item is addressed to explaining that it has been left with that neighbour. If we choose not to leave the item with a neighbour or the item has been sent using Special Delivery or we cannot find a neighbour, we will take the item back to our local premises and leave a card at the address. The card will give the person the item is addressed to the option to have the item delivered to that address later, or tell them where they can collect the item from.
For Penny Pearson West jewellery I really hope that you will be satisfied with your purchase, but if for any reason you are unhappy, I will happily refund your money minus the cost of postage as long as you contact me within 14 days of the sale and return the item to me at your own expense and let me know and that the item has been unworn and in mint condition. I'm afraid this does not apply to earrings for obvious reasons.