Shipping policy

We strive to deliver your purchased items as soon as possible. A few items of note:

• Once a payment is received, orders are usually processed within 1-4 business days before being shipped. Please be aware of this when selecting Shipping, as the time frame indicated does not account for processing times. 
  
• Once you receive your tracking number via email it is your responsibility to stay up to date with status and location of their package. If you have not been sent your tracking number within a week of purchasing, please email orders@stephenandpenelope.com for an update on your order.
• Packages that are returned to us as undeliverable due to receivers absence at shipping location, or packages not picked up from access points will be reshipped to the customer with additional shipping fees or partially refunded (shipping charges and any incurred duties and taxes are not refunded).
  
• Packages that are returned to us as undeliverable by the carrier for an incorrect address supplied will be restocked and partially refunded (shipping charges and any incurred duties and taxes are not refunded).
• If you wish to include insurance on your package, please make contact with us at orders@stephenandpenelope.com to arrange for this.
• For orders shipped outside of the EU, all import taxes are the responsibility of the customer and may incur additional charge upon arriving in your country.
• If you refuse a shipment, we can refund your order on its return to us, but please note if you decide to refuse the shipment and extra shipping costs are incurred because of this, we are unable to cover these costs and the amount will be deducted from your refund. Please be advised that should you refuse delivery, the shipper might still charge you for any import and duties incurred. We cannot cover these costs even when the package gets returned to us.
• Combining orders is sometimes possible based on the VAT charged on your orders. If you place multiple order within 48 hours we will do our best to ship them out together in one package, depending on if it's possible with the VAT charged. After combining, we would refund any excess shipping. If it's not possible to combine your orders due to VAT, they will automatically be shipped separately.
• If you do not want your orders combined or you have any questions about combining two orders, please do reach out to us at orders@stephenandpenelope.com.
• Most countries outside of the EU will charge import duties and taxes. In that case, the shipper will be contacting you regarding any extra payments needed to receive your package. This is most common for orders with a high value. If you have any questions about this please do not hesitate to reach out to us at orders@stephenandpenelope.com
  
• For more information about shipping to the UK please visit our UK Shipping and Taxation page

Free Shipping

• Free Shipping for The Netherlands, Belgium, Germany, France, and Luxembourg for all orders over €100 (including VAT)
• Free Shipping for any other European Country for orders over €250 (including VAT for all countries except the United Kingdom)
• Free Shipping for the United Kingdom over £220 excluding VAT
• Free Shipping for the United States over $400 
• Free Shipping for the Australia over $650 AUD
• Free Shipping for all other countries for orders over €400 (excluding VAT) 
• YAL shipping rules apply. See the FAQs for more details.

Remote Area

*Some destinations require a "remote area charge" to be paid to our shippers.  If your free shipping destination has a "remote area charge", you are still required to pay this extra fee, and we will contact you about it when we are in the shipping process for your order.

Shipping prices may include a small fee for packaging & handling.