Frequently Asked Questions


If you still have questions please contact us at Louise@PennyLou.co.uk

Ordering

You should receive an email confirming your order as soon as it is placed.


Please make sure to check your Junk/Spam folder incase it falls into there.

If for some reason you do not receive an order confirmation email, please contact us at Louise@PennyLou.co.uk

In the event that you have made a mistake and wish to alter your order, please email us at Louise@PennyLou.co.uk immediately after the order is placed.

Unfortunately we will only be able to make changes, add to or cancel orders if you contact us within 30 minutes of the order being made.

After this time, the order will have already been processed through the system and we will not be able to make any changes.

Thank you for your understanding on this!

In the event that you wish to cancel your order, please email us at Louise@PennyLou.co.uk immediately after the order is placed stating the order number given in your email confirmation.

Returns

Penny Lou is 100% committed to making all of our customers happy. 

Whilst we try our very best to ensure your puppy post arrives in perfect condition, sometimes, things can happen...

Faulty Items

If you discover a fault with the item(s) you have received, please email us straight away at Louise@PennyLou.co.uk with clear images of the fault. We will work with you to guarantee your satisfaction.

Exchanges

If you would like to make an exchange request, please email us and our team will be able to assess your case.  Please note that we will not be accepting exchanges if any of your items have been personalised.

Returns

If items are eligible for returns, refunds will be made in the form of your original payment method.

Shipping

We aim to dispatch orders within 3 working days.

During busier times, this can take up to 5 working days.

For our full shipping guide, click here .

You should receive an email confirming that your order has been dispatched. If you have requested tracked shipping, the details will be contained in this email.

Please make sure to check your Junk/Spam folder incase it falls into there.

If for some reason you do not receive an shipping confirmation email, please contact us at Louise@PennyLou.co.uk

NOTE - Please ensure the email address given at the checkout is correct in order for this email to be received.

Please make sure you enter the correct shipping information at the checkout as once they have been shipped, we are unable to redirect orders.

We use Royal Mail to ship our parcels, so we would recommend contacting your local sorting office to see if they are able to assist in redirecting your parcel.

FREE Shipping - parcels are sent via Royal Mail 2nd class and cannot be tracked.

You may pay for tracked/signed for delivery for £2.00 at the checkout.

For tracked mail, you can enter your tracking number here or click the link in your dispatch notice email.

Please allow 48 hours for your tracking to populate and update.

Yes! We ship Internationally.

STANDARD INTERNATIONAL AIRMAIL: £6.80

TRACKED INTERNATIONAL AIRMAIL: £12.80

Click here for our full shipping policy which details our International Shipping Terms

All orders are shipped via Royal Mail 2nd class. 

Royal Mail 2nd Class aims to deliver within 48 hours (two working days) after dispatch.

In some cases these times may be exceeded by Royal Mail.

We cannot be held responsible for any delays caused by Royal Mail, these delays (if any) are out of our control.

Please allow 5 working days to pass before contacting us if you have not received your parcel.