Returns - PenCarrie

Received the wrong items?

If we send you items you didn’t order, we’ll take them back then send you the right ones.

Have a list ready of each product’s style code, colour, size and quantity, plus the details of the error
Call us on 0800 252248 or email us at [email protected] within five working days to organise how to get the goods back to us
We’ll give you a unique Goods Returns Number (GRN). You need this number!
Make sure your goods are in their original, undamaged packaging and in a resalable condition
Mark your GRN clearly on the outer packaging
Include a print out of the GRN document in with the goods you’re returning
Remember, we can’t give credit or refunds for any consequential losses, e.g. decoration costs, delay charges or onward shipping.

We’ll take them back and make sure you get what you need.

Before you contact us, have a list ready of what you need to return. It must include each product’s style code, colour, size, quantity and what the fault is, e.g. marked/broken zip
Call 0800 252248 or email us at [email protected] to get your all-important Goods Returns Number (GRN) and organise how to get the goods back to us. We’ll need them back within seven days of supply
Make sure your goods are in their original, undamaged packaging, with the GRN marked clearly on the outside
Include a print out of the GRN document in with the goods you’re returning
Our Returns department will need to see the fault. So, be sure to clearly indicate what and where it is, but be careful not to deface the goods in any way
Remember, we can’t give credit or refunds for any consequential losses, e.g. decoration costs, delay charges or onward shipping.

You can even return goods that aren’t wrong or faulty, within a month of purchase.

Have a list ready of what you need to return. It must include each product’s style code, colour, size and quantity
Give us a call on 0800 252248 or email us at [email protected] within a month of purchase to get your Goods Returns Number (GRN)
Mark your GRN clearly on the outer packaging and include a print out of the GRN document in with the goods you’re returning
We’ll need to charge you a restocking fee of £25 or 15% of the order value, whichever is greater
If we collect the goods from your premises, we’ll have to ask you to pay carriage costs of £8.97 + VAT for the 1st box and £4.00 + VAT for additional boxes
We cannot collect from overseas
If we try to collect your goods but there’s no answer, we’ll need to charge for a re-attempt
You can arrange to post the goods back to us if you prefer
We might have to charge a bit more if the value of goods returned exceeds 5% of your total spend over a one-year period.

Please check your order carefully before you process or decorate anything. We can’t accept worn, soiled, printed, processed or modified goods
We can’t accept any returns without speaking with you first (did we mention you need your Goods Returns Number? Your returns may get lost without it)
If you don’t book items in before returning them, you may also incur a higher restocking fee
You have a maximum of one month from point of purchase to send your goods back
We can’t give credit or refunds for any consequential losses, e.g. decoration costs, delay charges or onward shipping
Any goods returned that aren’t from us will be returned to you or disposed of

Samples (due to high processing costs)
Specially ordered non-stock items (they’re just for you)
Underwear (for obvious reasons!)
Paper transfers, consumables, inks and threads such as Amaya, TheMagicTouch, Xpres and Madeira ranges
Goods marked as ‘Clearance’ or lines marked for deletion.

This doesn't affect your statutory rights.