General terms and Conditions
By accessing as well as ordering from Penelope Craft you agree to these terms and conditions. These terms and conditions apply to all agreements you reach with Penelope Craft. 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 Germany, you will be charged German 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 subject to change without notice. For orders shipped outside of the EU, all import taxes are the responsibility of the customer and may be calculated as an additional charge upon arriving in your country.
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 1 week. After 1 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 working days of the transaction being complete. This means within 2 days of the funds being received.
All packages are sent with tracking. When your order is sent, you will receive a tracking number. Tracked orders are not insured against loss, damage, or missing items. If you wish to include insurance on your package, please make contact with us at [email protected] 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.
In order for our logistics to run smoothly and as efficiently as possible we can no longer combine separately placed orders. Separately placed orders will be charged full shipping costs.
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.
Pick Up in Store
Due to limited space in our shop, we can only hold orders for pick up for 10 days after the order is placed. After this time, your order will be automatically cancelled unless other arrangements have been made.
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, or made into a ball from a skein. Yarn that is re-skeined cannot be exchanged. Yarn that has been in the presence of smoke cannot be exchanged. Yarn must be clean and in it's original condition.
We cannot accept returns for books, patterns, needles, or kits that include patterns or instructions.