Payment
We accept payment via PayPal, Bank Transfer (Bacs), Debit or Credit Card using the secure eBay Payment gateway. 
Please make sure the shipping address is correct prior to placing your order or add a gift address as we can only ship to a previously verified address.

Ordering
We are open 9.30am - 4.30pm Monday to Thursday and 9.30am to 3pm on Fridays.  The office and workshop are closed at weekends and on public holidays.
To take advantage of any quantity or postal discount orders must be made in the same transaction.
We do not display all available stock as our inventory is controlled by our stand-alone website. If you need more that the quantity shown please message before placing your order.
Add to basket and pay in one transaction. Give any information requested in PayPal notes.
Be aware that not all items may be suitable, for young children, keepsakes are not toys you should be aware of choking hazards and sharp edges.

If you have any questions please message us via eBay messages. We are open: Monday - Friday, 09:30 - 15:00. We are closed at weekends and public holidays and use an out of office message app.

Selecting postage
We offer combined postage wherever postage is shown.
You can check the Postage and Payments section to view any additional charge for each additional item.
Penrux offers Second class Standard (RM48) or First class Signed For (RM24) postal rates but we will meet your requirements where possible. As it is not possible to amend an order once completed you should discuss before completing the order. An upgrade to the postage has no effect on the despatch time.
Select the postal rate from the drop-down menu at checkout.
We do not make a profit from postage.

Despatch

We aim to despatch within five days.

Royal Mail is contracted to collect from our premises twice per week.
DPD collect weekdays on request. 

Any additional charge is applied to postage only and does not alter the despatch schedule.
Select the service you require from the drop-down menu.

Delivery
UK delivery: The default service is Second-class Standard (RM48), in addition we also offer optional upgrades - First-class (RM24) Signed For and DPD Next Day Courier if required.
The cut off time for next day delivery is 2.30 pm for all services.
Royal Mail aim to deliver First class Signed For (RM24) 1-2 working days from despatch and Second class Standard (RM48) 3-5 working days from despatch.

All parcels are despatched with Delivery Confirmation tracking. (This is not a fully tracked service, it is used only by Marketplaces to prove parcel delivery).
International delivery: We offer International Tracked. The delivery times vary from country to country, we can give you an estimate based on current situations for the country before you complete your order. 
An estimated delivery date is provided by eBay.
Make sure that you are happy with the estimated date of delivery before placing your order.
All timescales refer to working days. 

Occasionally delays can occur in the postal system from such causes as, and not limited to, Inclement Weather, Pandemic, Transport Difficulties.
If you do not receive your order within 5 days of the estimated delivery date please contact us via eBay messages. You are required to record this by reporting to eBay via Your Order History. Reporting to eBay protects both the buyer and seller. All details such as the despatch date, postal service and the tracking number, if relevant, will be shared between eBay and the delivery service used. If the parcel is not delivered within the guaranteed delivery time, e.g. 10 days for Royal Mail standard services, your order will be replaced or refunded, as requested. (Times vary depending on the postal service). Where an order is delivered late you have the option to keep the item while filing a claim for late delivery.

Return and Refunds
The most efficient way of handling the return is to open a Return with eBay via you Order History - Select 'Return the Item' and follow on-screen instructions providing the return reason. Re-package the item securely ensuring that you include either the dispatch note/invoice or your eBay user ID, Return Merchandise Authorisation Number (RMA), your eBay email address, the item number and your full contact details. If we do not know who the return is from this will delay processing of the return.
If you feel the item is 'Not as Described', please contact us immediately. We offer replacements or full refunds. 
Please note: While it may seem like a quick solution, leaving negative feedback does not notify us a problem. Instead, we ask that you contact us via eBay messages to resolve any issues.
We offer a simple returns policy. 
If you are not satisfied with your purchase, please return it to us unused within 14 days of receipt for a refund.
If you have changed your mind or no longer want the item for any other reason, postage charges are payable by you. The return address can be found on the dispach note/invoice and also on the address label.

Using and Care of Your Purchase

Avoid the use of use abrasives as they may damage the surface. Your item would benefit from an occasional wipe with a mild detergent on a soft cloth or sponge to keep its finish. Avoid the use of abrasive cloths. Take care when using perfumes and sprays near to the item, as these  and other substances may damage the bound surface, clean items regularly as described that may come into contact with toiletries to prevent damage. Penrux items are robust but we do not recommend allowing them to be worn/used when partaking in boisterous activities. Items are not suitable for unsupervised children. Buyers should be aware of small components and sharp charms such as the Katana sword   in "The Walking Dead" keepsakes. Keepsakes - Necklaces, Keyrings, Keychains, Bag Charms and Bouquet charms keepsakes are decorative and not intended to have personal objects attached to them. Glass Charms should be separated carefully immediately prior to use. Rings, Decals, charms and pendants are not designed for use by children who should be supervised. Penrux uses Tibetan silver, Zinc alloy, Rhodium, Stainless steel and Silver-Plated components in our products as stated in each listing. Buyers should read each listing to judge if suitable for the users. As a quick guide -Tibetan silver is a zinc alloy that contains no nickel, cadmium or lead, the more common allergen in jewelry. Rhodium contains no nickel, copper, cadmium or lead. Stainless steel is allergy-free. Components such as jump rings, split rings, and bails are silver-plated copper or stainless steel where stated. Pendants made from Tibetan silver and rhodium have an antiqued finish, they have small pits and bubbles in the finish and blacking, these are not flaws and are to be expected. Pendants are made from stainless steel and are laser engraved on one side only, the finish is smooth. We can laser engrave stainless steel pendants to your spec if possible, please contact us before buying.

Customer Service
Our aim is to give every buyer a positive experience if this is your experience please leave us positive experience. However, in the unlikely event that you are not 100% happy with purchase please contact us via eBay message before you leave a lower rating where we will do everything we can to resolve the issue.

Contact Us
If you have any questions or concerns please message us via eBay messages.
We are open Monday - Friday, 09:30 - 15:00. The office and workshop are closed at weekend and on public holidays, we use an out-of-office message app to stack messages. Please do not repeat messages, this results in the message stream being stacked in the most recent position and delaying our reply. All messages are replied to in stack order when the office is manned.