General terms and Conditions
By accessing as well as ordering from Stephen and Penelope you agree to these terms and conditions. These terms and conditions apply to all agreements you reach with Stephen and Penelope. If you do not agree with them, you should not use and access this website.
We are human, we sometimes make mistakes. But when that happens we pledge to make it right in as short a time as possible. Together, we can make the process of buying online as personal an interaction as possible.
Please note that we have made every effort to render colours accurately. However, due to the display and colour capabilities of your computer monitor, the colour and/or representation might not be exactly the same as the actual item. We do not always take new photographs of hand dyed yarns, and color lots may vary, in some cases by a lot. If you are concerned about dyelot or matching, please contact us to discuss options. If you are buying hand dyed yarns for a big project, we always suggest getting more than enough yarn before you begin.
All prices on Stephen and Penelope are given in Euro and include VAT. If you are ordering from outside of the EU, your total will be calculated without VAT once you have entered your shipping address. Shipping costs are not included in the price, but calculated as an extra charge. All prices are subjected to change without notice.
Payment for orders must be made at the time the order is placed. If payment is not received, the order is not considered to be finalised and may not be able to be fulfilled. Please note that our system does not remove product from our inventory until it is paid for. This can result in the products you wanted being sold out once you return to pay for them.
This is especially important for limited kits and limited items. If your payment does not go through, it is not final and you might lose your kit or limited item.
We reserve the right to cancel any unpaid orders not paid for 3 or more days. The longest we will hold an order that has not been paid is 2 weeks. After 2 weeks of non-payment, your order will be automatically cancelled.
If the item you have ordered is out of stock, we will notify you by email. You may choose a similar item, or ask for a refund. We will refund your payment within 10 days of being advised that the item has become unavailable.
Please observe that as the stock is shared with that of the shop, we might not always be able to keep our webshop updated with regards to availability. This is particularly frequent during sales or busy seasons as the stock turnover is much higher.
We strive to deliver your purchased items as soon as possible. All orders are processed within 2-3 days of the transaction being complete. This means within 2 days of the funds being received.
If you choose to send your package without Tracking, it can not be followed or traced while it is underway and it is not insured against loss, damage, or missing items. We ask that you be patient when awaiting a delivery as international packages can sometimes take inexplicably longer times to be delivered. If you have selecting a shipment without insurance, we can not be held accountable for packages that do not arrive as expected.
If you choose to send your package with Tracking (Track & Trace), it can be tracked but is not insured against loss, damage, or missing items. If you select shipping without insurance, we can not be held accountable for packages that do not arrive as expected. If you wish to include insurance on your package, please make contact with us at firstname.lastname@example.org to arrange for this.
Packages that return to us as undeliverable by the carrier for whatever reason can be re-posted for an additional shipping fee. If we have made a mistake in the addressing of an undeliverable package that has led to it being undeliverable, we will waive that fee and re-send it at our own cost.
See our Shipping tab for more information on Postage. Please note that any extra taxes and duties due to the destination country are the responsibility of the customer.
Return and Exchange
Stephen & Penelope does not accept returns. We are happy to exchange an item if you are unhappy with the item for whatever reason. If you wish to exchange an item, you may send the item back to us within 30 days from the date you received the item from us. You will receive store credit when we receive the returned item. You will be required to pay all postage relating the return of an item.
Any item for return must be in completely new and sellable condition. It must have the original tag and packaging. It may not have been used in any way.
We cannot accept returns for books, patterns, needles, or kits that include patterns or instructions.
After making a purchase from penelopecraft.com, you will be added to our mailing list. We send emails to the mailing list infrequently, and these emails contain sale information, class schedules and other updates. If you wish to be removed from our mailing list, you will be able to opt out of the mailing list with just a click from the email. All removal requests will be processed within 2 weeks of their receipt.