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Received the wrong items?

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

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

Received faulty goods?

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

  1. 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
  2. Call 0800 252248 or email us at sales@pencarrie.com 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
  3. Make sure your goods are in their original, undamaged packaging, with the GRN marked clearly on the outside
  4. Include a print out of the GRN document in with the goods you’re returning
  5. 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
  6. Remember, we can’t give credit or refunds for any consequential losses, e.g. decoration costs, delay charges or onward shipping.

Changed your mind?

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

  1. Have a list ready of what you need to return. It must include each product’s style code, colour, size and quantity
  2. Give us a call on 0800 252248 or email us at sales@pencarrie.com within a month of purchase to get your Goods Returns Number (GRN)
  3. Mark your GRN clearly on the outer packaging and include a print out of the GRN document in with the goods you’re returning
  4. We’ll need to charge you a restocking fee of £25 or 15% of the order value, whichever is greater
  5. If we collect the goods from your premises, we’ll have to ask you to pay carriage costs of £8.59 + VAT for the 1st box and £4.00 + VAT for additional boxes
  6. We cannot collect from overseas
  7. If we try to collect your goods but there’s no answer, we’ll need to charge for a re-attempt
  8. You can arrange to post the goods back to us if you prefer
  9. 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.

Important things to remember…

  1. Please check your order carefully before you process or decorate anything. We can’t accept worn, soiled, printed, processed or modified goods
  2. 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)
  3. If you don’t book items in before returning them, you may also incur a higher restocking fee
  4. You have a maximum of one month from point of purchase to send your goods back
  5. We can’t give credit or refunds for any consequential losses, e.g. decoration costs, delay charges or onward shipping
  6. Any goods returned that aren’t from us will be returned to you or disposed of

The following goods are non-returnable:


  • 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. 

Any questions?

Help & Support
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