Delivery & Returns Policy

At House of Pennara, each piece is handmade with care and attention to detail. Many of our pieces are one of a kind, so small variations are part of their handmade character and make each piece unique.

Delivery

We aim to prepare and dispatch your order as quickly as possible. Dispatch times vary depending on whether your item is ready-made or made to order.

Once your order has been dispatched, delivery time depends on the delivery service and destination selected at checkout.

Please make sure your delivery address is correct when placing your order. House of Pennara is not responsible for delays or delivery problems caused by incorrect or incomplete address information supplied by the customer.

Returns

We hope you love your House of Pennara piece. If you wish to return an eligible item, you have up to 30 days from receiving your order to request a return.

To qualify for a return, the item must be:

• Unworn and unused
• In its original condition
• Free from damage, marks, perfume, make-up or other signs of wear
• Returned with its original packaging and any labels or accessories supplied with it

Once we receive and inspect your returned item, we will process the refund if it meets the return conditions.

As our pieces are handmade and often one of a kind, we kindly ask you to handle them carefully while deciding whether to keep them. We reserve the right to refuse or reduce a refund where an item is returned worn, damaged, altered or in a condition different from when it was supplied.

Custom and Personalised Orders

Custom and personalised pieces are created specifically for you.

Before work begins, we will agree with you on the main details of your order, such as the design, size, colours, materials, artwork and personalisation, where applicable.

Once you have approved these details and we have started creating your piece, custom and personalised orders are non-returnable and non-refundable where the finished item matches the agreed specification.

Please check all agreed details carefully before approving your custom order.

If we make an error or the finished piece does not match the agreed specification, please contact us so we can review the matter and find an appropriate solution.

For DTF Printing and Sublimation orders placed through our Customize service, selecting a design and item and completing payment counts as your approval of the order specification. These orders are made to order and are non-returnable and non-refundable once placed, except where the finished item does not match your selection or arrives damaged or faulty.

For Painting On Clothing requests, we will confirm the design, price and details with you by email before any work begins or payment is taken.

Damaged or Incorrect Items

If your order arrives damaged, faulty or you receive the wrong item, please contact House of Pennara as soon as possible after delivery.

Please provide your order details and clear photographs of the item and packaging so we can review the issue.

Nothing in this policy affects your statutory rights under UK consumer law.

Return Delivery

Unless an item is faulty, damaged or incorrect, the customer is responsible for the cost of returning it.

We recommend using a tracked postal service and keeping proof of postage until your return has been completed.

Contact

If you have any questions about delivery, returns or a custom order, please contact House of Pennara before placing your order. We are happy to discuss your requirements and make sure you understand what you are ordering.