KNOW YOUR WORTH - KNOW YOUR EARTH

Customer Care


RETURNS + EXCHANGES

Penny Lane The Store will happily accommodate the following return options 
within 7 days of order placement

-Please read carefully before placing your order to avoid disappointment, as by shopping with us, you are agreeing to the following terms & conditions.

The below conditions apply for all items wishing to be Returned/ Exchanged
*Merchandise must be unworn, unwashed, unaltered and with tags still attached and sent back in original packaging. 
All returns & exchanges must be pre-approved with Penny Lane The Store and items returned within the designated time frame.

*Merchandise that meets the criteria may be exchanged or returned for a credit note only.

Penny Lane The Store offers free return shipping for exchanged items within Australia. Customers will need to cover the postage fee.

* Penny Lane The Store reserves the right to reject a return if we conclude it does not meet the stated requirements.

-Notify us via email for all returns with a photo of the garment and its original tags and receipt. Once we have confirmed and arranged terms & conditions please mail it back within 7 business days from the date of purchase. 

-If we are unable to exchange it for you due to availability of stock, we will issue you a credit note to the value of the original purchase. 

-Shipping charges are not reimbursed for returned purchases, this is the responsibility of the customer.

*All sale items are final and are not eligible for return, refund, exchange or credit note.

-The cost of ALL return shipping is the customer’s responsibility and is non-    refundable. It is advisable to return items using a traceable service, as Penny Lane The Store takes no responsibility for lost or misplaced items.

CREDIT NOTE

A credit note for your original order amount (excluding postage) is available for you to use within a six month period, following the approved date provided by Penny Lane The Store.

This will be issued as an online gift card that you will receive in an email from us.


*All returns/exchanges must meet the following requirements:

An exchange/ credit will be issued, if the size of the garment is incorrect or in the case if there is a manufacturing fault. Exchanges will not be accepted for change of mind. This policy is non-negotiable. 

Penny Lane The Store reserves the right to deny any return if the merchandise does not meet our returns policy requirements once assessed.

Size discrepancies will be changed for either another size if available or a credit note. All sale items are final, unless otherwise stated. Returns or exchanges are accepted on goods within 7 days of receiving the product in Australia.

INTERNATIONAL RETURNS/ EXCHANGES

For International purchases you have 7 days to notify us of your return/ exchange and return your item(s) from within the 7 days from the date since you received the package. Items not received within this period will not be accepted. Items must be in original condition and must not be worn, altered or washed and all tags and original packaging must be attached and returned. 

*NO RETURNS/ EXCHANGES ON SWIMWEAR, INTIMATES AND BODY JEWELLERY. 

These are not refundable due to hygiene reasons, this policy is in line with the Australian Consumer Law (please email us if you have any concerns, pennylanethestore@gmail.com). 

WHERE DO I SEND MY RETURN?

Before return or exchange can be processed, we will require you to email us, pennylanethestore@gmail.com, with all details and photos of the fault / damage, reason and state of the garment to be assessed.
Once the return or exchange has been accepted, confirmed and arranged with Penny Lane The Store, you can then use the below address to return/ exchange your items :)

Penny Lane the store

2 Elsegood Avenue

Yallingup, WA 6282

Australia

*We recommend sending your return with registered post or postal insurance. We are not responsible for any items lost / missing with Australia Post. This is the responsibility of the customer.
Penny Lane The Store will not be liable for any unreceived parcels once they have been despatched from our HQ.

*If a parcel is lost / missing it is the responsibility of the customer to call Australia Post directly to locate its whereabouts and receive reimbursement. 

*Please note we do not offer refunds/exchanges or credits for purchases that are made using AFTERPAY. All sales made using AFTERPAY are final and will not be refunded following finalising account. AFTERPAY are a separate entity and returns do not affiliate with this service unfortunately.

    PLEASE NOTE
    Return shipping is payable by the customer and must be sent via a prepaid and trackable method to ensure safe and documented delivery. 

    Penny Lane The Store takes no responsibility for missing incoming deliveries without proof of delivery. The original shipping charges are not refundable and, if you are exchanging for an alternative item, a shipping charge will be applied. 
    -Please find more information on our shipping page.

    PRE ORDER

    If you choose to preorder an item online, you will be required to pay the full amount plus shipping in advance. Your item will be shipped out to you immediately upon it's arrival and you will be sent a shipping notification with tracking details.

    If you have any questions in regard to your preorder, including information on arrival times, please email us pennylanethestore@gmail.com

    *Penny Lane The Store cannot guarantee your preorder will arrive on time, as there are often delays from the manufacturer, which are out of our control.


    If you wish to cancel your preorder before it has arrived, you can opt for a credit or exchange. 

     

     

    SHIPPING

    Packaging for our earth
    At Penny Lane, we do our best to provide sustainability in all that we do, this includes packaging and handling. Your item will be sent in an earth friendly, 100% biodegradable satchel so you can consciously discard in your compost x

    *All Australian orders are sent via Australia Post Services & sent from Western Australia.
    All orders are shipped based on a flat rate fee.

    *AUSTRALIA WIDE

    Penny Lane orders within Australia

    - Standard shipping $9 FLAT RATE

    - Express shipping $12.95 FLAT RATE 

    Once your package has been sent you will receive a tracking number and details via email or text.

    Please ensure that the shipping details and address entered is correct as any incorrect information will result in the parcel being returned to sender and you will be liable for the extra posting costs to send it back. 

    For more information regarding postage please visit your nearest Post Office or visit http://auspost.com.au

    *NEW ZEALAND - $25 FLAT RATE


    *INTERNATIONAL - $30 FLAT RATE

    All Penny Lane international orders are sent by DHL.
    Once your order has been sent you will be emailed a unique tracking number so your parcel will be trackable.

    International orders should arrive within 7-10 working days once payment has been received. 
    Delivery time excludes custom clearance delays.

     *PLEASE NOTE:

    -Please note that Penny Lane The Store will not be responsible for any customs or import charges.

    -Our posting days are from Monday to Friday excluding public holidays unless otherwise specified. All orders are processed and shipped the day of order if order is received in time for posting. Otherwise it will be shipped the following business day.

    -Please email pennylanethestore@gmail.com for any queries regarding your package.

    -Please double check all personal and postage details when completing your order as we do not take responsibility for missing or damaged packages. 

    - Penny Lane The Store will not be liable for unreceived parcels once they have been despatched.

    - Penny Lane The Store final order prices do not include duties and tax and is not responsible to cover any duties and tax charges. Please check with your local customs office for further information.

    Unfortunately Penny Lane The Store cannot guarantee you will receive your package within the given time frame as there can be postage delays that are out of our control. We do not hold responsibility for lost or damaged packages.

     

    DUTIES AND TAXES

    Please note orders shipped internationally may incur duties and taxes which are applied by customs.

    The responsibility for any custom duties, foreign taxes or other fees which may be imposed rest with the customer.

    Should the customer refuse to pay duties and taxes held on an order applied by customs, the responsibility lies with the customer to arrange for the order to be returned to Penny Lane The Store in order to receive an Exchange or Credit note.

    Echanges/ Credit notes will only be issued once return orders have been received and confirmed by us.

    Please contact your local customs or DHL office for more information regarding taxes and duties payable in your region.

     

    PAYMENTS

    Penny Lane the Store, ensures your information is safe and secure.
    We create an ease of purchase whilst keeping it safe.
    You can choose from any of the below payment options that suit you.

    1. Credit / Debit Card. This is processed through our secure Shopify server account - Penny Lane The Store will NEVER see your credit or debit card or bank details.

    2. PayPal. PayPal uses the strictest internet security available - Penny Lane The Store will never see your credit, debit card or bank details. You do not need a PayPal account to pay via PayPal, you can just enter your credit or debit card details then you can purchase.

    For any more information regarding PayPal please visit www.paypal.com.au

    3. Afterpay. Buy Now & Pay Later with Afterpay. This magic little method allows you to treat yourself right there and then without the pressure of paying the full amount all at once. After pay will automatically debit four equal instalments over an 8 week period until the item/s are paid off. Guilt and interest free ;)

    For any more information regarding or signing up to Afterpay please visit https://www.afterpay.com/en-AU/index


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