Frequently Asked Questions (FAQ)
Filter by topic
All
Orders
Q: How do I place an order?
Simply browse our products, add your chosen items to the cart, and complete checkout using our secure payment system.
Q: Can I change or cancel my order?
Yes, but only before your order has been processed for dispatch. Please contact us as soon as possible.
Q: Will I receive an order confirmation?
Yes. You'll receive an order confirmation email immediately after placing your order.
Q: Can I order without creating an account?
Yes. You can check out as a guest.
Q: Can I place a large or bulk order?
Yes. If you're interested in purchasing multiple quantities for personal or business use, please contact us before placing your order so we can assist you.
Q: Can I change my delivery address after placing an order?
If your order has not yet been processed, we may be able to update your delivery address. Please contact us as soon as possible. Once an order has been dispatched, address changes are no longer possible.
Shipping
Q: Where do you ship?
We currently deliver across the United Kingdom only.
Q: How long does delivery take?
Most orders arrive within 3–7 business days after dispatch.
Q: How long does order processing take?
Orders are usually processed within 1–2 business days.
Q: Do you offer free shipping?
Yes. Free UK delivery is available on eligible products or qualifying orders.
Q: Can I track my order?
Yes. A tracking number will be sent once your order has been dispatched (where tracking is available).
Q: Why did my order arrive in multiple packages?
Some items may ship separately from different fulfilment centres to ensure faster delivery.
Q: What happens if my parcel is delayed?
While most orders arrive within the estimated delivery time, occasional delays may occur due to courier services, public holidays, or other unforeseen circumstances. If your order is significantly delayed, please contact us and we'll be happy to assist.
Q: What should I do if my order arrives incomplete?
Some orders may be shipped in separate packages. If you believe an item is missing, please check your shipping confirmation email first. If you still need assistance, contact our support team and we'll investigate promptly.
Q: Why hasn't my tracking updated?
Tracking information may take up to 48 hours to become active after your order has been dispatched. This delay occurs because the courier needs time to scan and update the parcel in their system.
If your tracking has not updated after 48 hours, it may be due to carrier delays, high shipping volumes, or technical issues. In this case, please contact our Customer Support team with your order number, and we will check the status for you.
Returns & Refunds
Q: What is your return policy?
We offer a 14-day return policy from the date your order is delivered.
Q: How do I request a return?
Email us at support@pennyhaul.shop with your order number and the reason for your return.
Q: Who pays return shipping costs?
If you changed your mind, you are responsible for return shipping. If we sent the wrong or a faulty item, we'll work with you on an appropriate solution.
Q: How long do refunds take?
Approved refunds are sent to your original payment method. Processing times depend on your bank or payment provider.
Q: Can I exchange an item?
We do not currently offer direct exchanges. Please return the eligible item and place a new order.
Products
Q: Are your products genuine?
We carefully source quality products from trusted suppliers to meet our quality standards.
Q: Will the product look exactly like the photos?
We aim for accurate product images, but colours may vary slightly depending on your screen.
Q: What if I receive a damaged item?
Please contact us within 48 hours of delivery with photos so we can resolve the issue.
Q: How long do refunds take?
Approved refunds are sent to your original payment method. Processing times depend on your bank or payment provider.
Q: What if I receive the wrong product?
Contact us immediately with your order details and we'll arrange an appropriate resolution.
Q: Are all products in stock?
Availability may change. If an item becomes unavailable after purchase, we'll contact you promptly.
Q: Do your products come with a warranty?
Warranty coverage varies by product. If a product includes a manufacturer's warranty, it will be clearly stated on the product page. If you have any questions, please contact our Customer Support team before placing your order.
Payments
Q: What payment methods do you accept?
We accept major credit and debit cards, PayPal (if available), Apple Pay, Google Pay, Shop Pay, and other secure payment methods shown at checkout.
Q: Is my payment secure?
Yes. All payments are processed through Shopify's secure payment system using SSL encryption.
Q: What currency do you use?
All prices are displayed in British Pounds Sterling (GBP £).
Q: Can I use more than one discount code?
Unless otherwise stated, only one discount code can be applied per order. Promotional offers cannot usually be combined.
Account
Q: Do I need an account to shop?
No. Guest checkout is available.
Q: I forgot my password. What should I do?
Use the Forgot Password option on the login page to reset your password.
Customer Support
Q: How can I contact PennyHaul?
Email us at support@pennyhaul.shop or call +44 7305 909769.
Q: What are your customer support hours?
Monday–Friday: 9:00 AM – 6:00 PM (GMT)
Saturday: 10:00 AM – 4:00 PM (GMT)
General
Q: Is PennyHaul a UK business?
Yes. PennyHaul.Shop is operated by YAF21 LIMITED, a company registered in the United Kingdom.
Q: Do you protect my personal information?
Yes. We process personal data in accordance with our Privacy Policy and applicable UK data protection laws.
Q: Where can I find your policies?
You can find our Shipping Policy, Return & Refund Policy, Privacy Policy, Cookie Policy, and Terms of Service in the footer of our website.
Q: Why should I shop with PennyHaul?
At PennyHaul, we're committed to providing:
- Carefully selected quality products
- Affordable everyday prices
- Fast UK delivery
- Secure online payments
- Responsive customer support
- A simple and reliable shopping experience
Our goal is to make online shopping easy, secure, and great value for every customer.