Pelenna Patchworks online quilt shop
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Delivery and payment

PLEASE NOTE - if you have any problems during the payment procedure, please telephone us on 01639 638640. If you have selected any of the payment options we will have your order on file, and we can process payment over the telephone.

Please note: Unfortunately due to the new VAT rules that came into force on July 1st 2021 we can not currently send items outside the UK/CI/IM.

Frequently Asked Questions:

How can I pay for my order?

We accept payment online or by telephone. After giving your address details at the checkout you can then choose your preferred method of payment - details given below.

     1. Online Payment with Credit/Debit Cards

We accept Mastercard, Visa, Maestro, Visa Electron, Visa Debit (Delta) and American Express through the Stripe secure server. To make a credit card payment you will asked to enter your card details onto a secure page (you can check this by looking for a padlock in your address bar, or ensuring the web address begins with 'https://)  to complete the transaction. Please note we have the 'Verified by Visa' and 'Mastercard Securecode' systems for extra security, you will be prompted for a password if your card is registered to these schemes - this provides extra security when using your card online.

     2. Payment with Credit/Debit Cards over the Telephone

If you would prefer you can pay by credit/debit card over the telephone, simply choose the pay by telephone option at the checkout, then call us on 01639 638640 (between 10am and 4pm daily) to supply the details. Please leave a message quoting your order reference if you get the answerphone, we will get back to you as soon as possible. We do not store any customers' credit card details.

     3. Payment by PayPal

If you have a Paypal account and would like to use this to pay, simply choose the pay by Paypal option at the checkout to be taken to the Paypal server, and complete your payment details. Choosing the Paypal button from the shopping basket will take you to the Paypal Express checkout so you don't have to enter your contact details twice.

I have a voucher or discount code, how can I use it?

If you have received a gift voucher code or discount code, you can use it by simply entering the code into the 'coupon/voucher' box in the shopping basket, then press 'update basket'. If you decide not to use it on your order you can just press the dustbin icon next to it before proceeding with payment and the code will be removed and can be used another time.

Why should I create an account?

You do not need to create an account to shop with us, you can checkout as a guest, ideal if you are only likely to be making a single order with us. However, if you are likely to make more than one order, creating an account will mean your name and address details will be stored, as well as all your previous orders, and you can start accruing loyalty points to get money off future orders. You can also log in at any time to check the progress of your orders, and create wishlists that can be shared with family and friends (great for gift ideas).

Can I pick up my order from your premises?

Yes, we have a shop that you can visit. When you place your order just select 'Collect in person' from the delivery options, there is no charge with this option.

We will send you an email when your order is ready for collection - please do not come before you receive the order ready email as it may not have been packed yet.

Please click here for full details on directions and opening times.

How much does delivery cost?

We send domestic orders (inc. Northern Ireland, Channel Islands & Isle of Man) via the Royal Mail, pricing is as follows:

UK 1st class (1-2 days delivery time): 

  • Free samples:            N/A
  • Orders up to £15:     £3.45
  • Orders up to £50:     £5.45
  • Orders over £50:      £6.95

UK 2nd class (2-3 days delivery time):

  • Free samples:            £0.50
  • Orders up to £15:     £2.85
  • Orders up to £50:     £3.85
  • Orders over £50:      Free

Collection in person will incur no delivery charge.

Unfortunately due to the new VAT rules we can not currently send items outside the UK/CI/IM.

Why can I only collect/purchase the item I want in store?

The Royal Mail have restrictions on items that can be sent in the post - these include bladed items and aerosols. Where applicable this will be noted on the product and the only option for delivery will be to collect in store. Please do not purchase these items if you cannot get to the shop to collect, we will have no option but to cancel the order as we cannot send them by law.

How long will it take to arrive?

If you order before 12 midday we guarantee to dispatch your order the same day (Monday to Friday), providing there are no queries with the order. Orders received after 12 will be dispatched either the same day or the following day. The only exception is for large cutting mats and rulers which must be sent by courier due to their size, these will be dispatched within 5 working days.

We use Royal Mail first class postage (1-2 days delivery) where possible for all UK orders, the only exception being the 17" x 17" and 18" x 24" rotary cutting mats and the 6" x 24" rulers, these items are sent via courier due to size restrictions, and can only be sent to the UK mainland excluding the Scottish Highlands. Sample only orders are sent via Royal Mail 2nd class.

We will offer a refund or replacement (at our discretion) for any orders not received by 15 working days after the dispatch date. Please let us know after 15 working days if you have not received your order, and please note that we cannot refund or replace orders if you do not let us know within 80 days of placing the order. Please note that we are not responsible for refunding orders where the address details have been entered incorrectly.

Please note that we cannot leave directions to leave an order in a designated place - if the parcel is too large to fit through a letterbox and there is no one in to receive it, it will be returned to your local delivery office for collection, you should receive a Royal Mail card with further details.

Do you use environmentally friendly packaging?

We have pledged to reduce our plastic use as much as possible. We use a combination of recycled cardboard envelopes and sustainably sourced brown paper and paper parcel tape with natural rubber based adhesive to pack parcels, and our clear product bags are made from biodegradable and compostable vegetable starch.

If you do receive an order in a poly bag/bubble envelope, it will have been recycled from one of our deliveries!

Can I return an item if I no longer want it?

If you change your mind for any reason about an order it can be cancelled for a full refund up to 14 working days after the item is delivered. Products must be returned in their original condition and returned to the address given in our Contact Details area. We recommend proof of postage is obtained on any returned parcel. We are not responsible for the cost of return delivery.

What if an item arrives damaged?

We endeavour to ensure that all orders are received in perfect condition, however we will give a full refund if an order is less than satisfactory. Please contact us if you have any complaints about an order. We cannot accept returns later than 80 days from the date of delivery.

I am prompted for a password when paying by card - what is this?

In order to ensure maximum security when you pay by card, our payment system uses the Strong Customer Authentication (SCA) system which prompts you for an extra password when paying by card. Please follow these links for more information about the SCA systems for Visa and Mastercard.