PAYMENT
Penrux accepts payment via Debit & Credit Card and PayPal. All transactions are 100% secure.
Cash on collection can be arranged, please message first to arrange a mutually convenient time before buying.
Payment by e-cheque will be accepted but will delay the despatch date by approximately 10 days until payment has cleared.

ORDERING
Postage is automatically combined on all purchases made in the same transaction.  Combined postage rates can be viewed in the Postage and Payments tab of each listing.

Please add each item or variation to your basket and pay in one transaction to qualify for any postage or quantity discounts.

Items in the basket can be removed at any time before payment is made.
If you make an error, please contact Penrux by eBay as soon as possible.
The cut-off time for delivery is 14:30 on Sunday and Thursday afternoons.

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 postal rates, but we will meet your requirements where possible.
Select the postal rate from the drop-down menu at checkout.
We do not make a profit from postage, the price charges include the rate charged to us, packaging, and fees on postage rate.

EBay displays the estimated delivery date prior to purchase in the listing, in the postage section, based on the postage option chosen. Please make sure that you are happy with this date and adjust the postage if you are not, before completing the purchase.

EBay sends details of the order with an estimated delivery date in an email after payment is made.

Please consult your purchase/order history for order status details, estimated delivery date, delivery confirmation number, or tracking number if used.

An optional gift box is available to purchase as an add-on by clicking the gift box link in any keepsake or necklace listing.

DESPATCH
We aim to dispatch within five days.

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

Any additional charge is applied to postage only and does not alter the dispatch 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 signed and DPD NextDay on request
The cut-off time for next-day delivery is 2.30 pm for all services.
Royal Mail aims to deliver First class (RM24) 1-2 working days from dispatch and Second class 3-5 working days from dispatch.

All parcels are dispatched with Delivery Confirmation tracking. (This is not a fully tracked service, it is a service available to Marketplaces to prove parcel delivery).

International delivery: We offer shipping via the Global Shipping Programme or Royal Mail 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. Most hold-ups occur when a parcel enters a country at customs. We provide the relevant paperwork, the addressee is responsible for any customs duties.

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, not limited to, Inclement Weather, Pandemics, Logistics, and 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. Any details such as the dispatch date, postal service, and 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 your 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 the 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 of 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 despatch 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 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 feedback. However, in the unlikely event that you are not 100% happy with the purchase please contact us via eBay message before you leave a lower rating where we will do everything we can to resolve the issue.