Welcome to Penny Lou

FAQs

WHAT IS YOUR TURNAROUND TIME?

Our standard turnaround time is anywhere between 3-4 weeks to be made then posted.  Once your order has been shipped you will receive an email advising the tracking number.  Orders are generally completed much faster, however when my family life needs to take priority and during peak periods the turnaround time will be at the maximum.
If you require your order to be completed quicker, there is the option to add ‘Urgent Order’ to your cart for an additional fee.  This add on will ensure your order will be completed within 4 business days, talk about jumping the queue!  Please be aware that this option is not available for orders including the 4cm and 7cm Alphabet Blocks.

Please be aware that shipping time is in addition to the turnaround time.  Most items are shipped using Sendle and can take anywhere between 2 and 10 business days to be delivered.  If you require a quicker postage time then please select the Express Post postage option during checkout.  Express post orders will be delivered using Australia Post and are guaranteed next day delivery if your suburb is within the Express Post next business day delivery network.

WHAT POSTAGE OPTIONS AVAILABLE?

We have three postage options available - Standard Shipping, Express Shipping and Free pick up.  

IS FREE PICK UP AVAILABLE?

Absolutely! We live on the north side of Brisbane in Warner.  Simply select Free Pick Up from the shipping options during check out.  Once your order is ready we will contact you via email to organise a suitable time to pick up.

WHAT ARE YOUR PAYMENT OPTIONS?

We have a variety of payment options available.  These include credit card (MasterCard, Visa and American Express), PayPal, Apple Pay, Afterpay and POLi.

WHERE CAN I FIND YOUR COLOUR AND IMAGE CHARTS?

These charts can be found in the image gallery of each product or on the Colour/Images/Font Charts page.  When choosing your colours and images ensure you are looking at the right charts because not all images and colours are available for every product.

HOW DO I SPECIFY MY DESIGN (PAINT, LETTERS, IMAGES ETC.)?

All of your design choices can be added to the Notes field during check out.  It’s important to make these notes complete and clear because your order turnaround time could be extended when follow up is required.

CAN I ORDER SOMETHING THAT IS NOT ON YOUR WEBSITE?

We love custom orders!  Send us an email or contact us via social media so we can chat about what you would like.  We look forward to creating something amazing for you.

CAN I CHANGE MY ORDER AFTER I HAVE PAID?

It depends on the timing.  Please contact us as soon as you realise because if you order has been started we will be unable to change it.  If you are wanting to add something to your order then let us know because provided your order hasn’t been posted already you will be able to select the Free Shipping option and we can send it all at the same time.

CAN I CANCEL ALL OR PART OF MY ORDER?

Once you have placed your order we are unable to cancel it.  If you have ordered the wrong product/s please contact us because we may be able to fix your order provided it has been started.  It is important to read the product descriptions and leave clear notes when placing your order.

MY ORDER IS DAMAGED, WHAT DO I DO?

I’m sorry that your order was damaged during transit, we take every care when packing your order to prevent damage.  Unfortunately we cannot accept responsibility for damaged packages, however please contact us as we can help with lodging a claim through Australia Post or Sendle.  Contact must be made within 7 days of receiving your order.  Please ensure you keep the original packaging (this is a requirement of Australia Post) and send us photos and a clear explanation of the damage.

MY ORDER HASN’T ARRIVED, WHAT SHOULD I DO?

You will receive an email with the tracking number once your order has been shipped.  If you have checked the tracking and are still concerned about the length of time it is taking then please contact us.  Keep in mind that shipping can take anywhere between 2 and 10 business days but we are happy to investigate and follow up with Australia Post or Sendle for you.

MY ORDER HAS BEEN RETURNED TO SENDER, WHAT DO I DO?

Please contact us and we can investigate for you.  The return to sender could be due to an incorrect address entered at the time of placing your order or failure to collect your order from the Post Office or Courier.  Once we receive your order back we will contact you because you will be required to pay for shipping to have your order redelivered.

I AM NOT HAPPY WITH MY ORDER, WHAT DO I DO?

We are sorry to hear that you are unhappy, we take great care and attention to make your orders perfect.  Please contact us so we can have a chat and resolve your concerns.  As our products are handmade, minor imperfections may occur and are not considered faulty.  There may be slight differences in each product due to the nature of wood, it add a beautiful uniqueness.

ARE MY PERSONAL DETAILS SAFE?

Absolutely! Your privacy is important to us and your details are only used for the processing and delivery of your order.  Under no circumstances will your personal information be shared with anyone.