ORDERING
We are open 9.30am - 4.30pm Monday to Friday. The office and workshop are closed at weekends, on public holidays & other times beyond our control e.g inclement weather.
To take advantage of any quantity or postal discount orders must be made in the same transaction.
We do not display all available stock as our inventory is controlled by our stand-alone website. If you need more than the quantity displayed, please message before placing your order.
Add to basket and pay in one transaction. Give any information requested in MESSAGE TO SELLER at checkout or in eBay Message.
Be aware that not all items may be suitable, for young children, keepsakes are not toys you should be aware of choking hazards and sharp edges, the buyer is responsible for ensuring the item purchased is suitable for the recipient.
If you have any questions, please message us via eBay messages. The office is open: Monday - Friday, 09:30 - 15:00. We are closed at weekends and public holidays and use an out-of-office message app.
SELECTING POSTAGE
We offer combined postage wherever a postage price is shown.
eBay encourage FREE POSTAGE in exchange for listing incentives, postage is never free, it is included. Most of our items display a separate price for postage because we offer COMBINED POSTAGE. A large number of our buyers buy multiple items, if we offered eBay’s Free Postage, buyer would be paying an included rate on each item rather than just one postage fee regardless of the number of items purchased.
Penrux offers second class standard (RM48) which aims to deliver in 3-5 working days from despatch and is the default postage service, or first class tracked and signed (RM24) which aims to deliver in 1-2 working days from despatch. We also offer a courier service with DPD Local, however, we will meet your requirements where possible, if you want Evri or another courier just let us know. As it is not possible to amend an order once completed you should discuss it with us before completing the order if it differs from the offered postage.
Select the postal rate from the drop-down menu at checkout.
We do not make a profit from postage & packing, it is a necessary service. Are you aware that ebay charge seller a % fee on the price charged for postage?
DELIVERY AND DESPATCH
DESPATCH
We aim to despatch WITHIN five days unless otherwise shown.
Royal Mail is contracted to collect from our premises twice per week.
A courier collects weekdays on request.
Any additional charge is applied to postage only and does not alter the despatch schedule.
Select the service you require from the drop-down menu.
DELIVERY
UK delivery: The default service is second-class standard (RM48), in addition, we also offer optional upgrades - first-class (RM24) tracked and DPD courier if required.
The cut-off time for next-day delivery is 2.30 pm for all services.
Royal Mail aims to deliver First class (RM24) 1-2 working days from dispatch and Second class (RM48) 3-5 working days from dispatch.
All parcels are dispatched with Delivery Confirmation tracking. (This is not a fully tracked service, it is used only by Marketplaces to prove parcel delivery).
International delivery: We offer International Tracked. The delivery times vary from country to country, we can give you an estimate based on current situations for the country before you complete your order.
The estimated delivery date is provided by eBay and is often grossly over estimated, for an accurate despatch date you should use our guide.
Make sure that you are happy with the estimated date of delivery before placing your order.
All timescales refer to working days.
Occasionally delays can occur in the postal system from such causes as, and not limited to, Inclement Weather, Pandemics, Staff shortages Or Transport Difficulties.
If you do not receive your order within 5 days of the estimated delivery date please contact us via eBay messages. You are required to further record this by reporting to eBay via Your Order History. Reporting to eBay protects both the buyer and seller. Any details such as the dispatch date, postal service and the tracking number, if relevant, will be shared between eBay and the delivery service used. If the parcel is not delivered within the guaranteed delivery time, e.g. 10 days for Royal Mail standard services, your order will be replaced or refunded, as requested. (Times vary depending on the postal service). Where an order is delivered late you have the option to keep the item while filing a claim for late delivery.
RETURNS
The most efficient way of handling the return is to open a Return with eBay via your Order History - Select 'Return the Item' and follow on-screen instructions providing the return reason. Re-package the item securely ensuring that you include either the dispatch note/invoice or your eBay user ID, Return Merchandise Authorisation Number (RMA), your eBay email address, the item number and your full contact details. If we do not know who the return is from this will delay the processing of the return.
If you feel the item is 'Not as Described', please contact us immediately. We offer replacements or full refunds.
Please note: While it may seem like a quick solution, leaving negative feedback does not notify us of a problem. Instead, we ask that you contact us via eBay messages to resolve any issues.
We offer a simple returns policy.
If you are not satisfied with your purchase, please return it to us unused within 14 days of receipt for a refund.
If you have changed your mind or no longer want the item for any other reason, postage charges are payable by you. The return address can be found on the dispatch note/invoice and also on the address label.
USING & CARE
Avoid the use of use abrasives as they may damage the surface. Your item would benefit from an occasional wipe with a mild detergent on a soft cloth or sponge to keep its finish. Avoid the use of abrasive cloths.
Take care when using perfumes and sprays near to the item, as these and other substances may damage the bound surface, clean items regularly as described that may come into contact with perfumed products or toiletries to prevent damage.
Penrux items are robust but we do not recommend allowing them to be worn/used when partaking in boisterous activities. Items are not suitable for unsupervised children especially when playing. Buyers should be aware of small components and sharp charms such as the Katana sword in "The Walking Dead" keepsakes.
Keepsakes - Necklaces, Keyrings, Keychains, Bag Charms, Zipper charms & Bouquet charms keepsakes are decorative and not intended to have personal objects attached to them. Glass Charms should be separated carefully immediately prior to use.
Penrux uses Tibetan silver, Zinc alloy, Rhodium, Stainless steel and Silver-Plated components in our products as stated in each listing. Buyers should read each listing to judge if suitable for the users particularly those with known allergies.
As a quick guide -Nickel is the most common allergen found in metal jewellery.
Tibetan silver is a zinc alloy that contains no nickel, cadmium or lead.
Rhodium contains no nickel, copper, cadmium or lead.
Stainless steel is largely allergy-free, 316L stainless steel is hypoallergenic and less likely to cause allergic reactions to those with sensitive skin. 304 or 18/8 stainless steel is not so hypoallergenic as 316L stainless steel. If in any doubt, then ask.
Components such as jump rings, split rings, and bails are silver or gold-plated copper or where stated - stainless steel.
Pendants made from Tibetan silver have an antiqued finish, they have small pits and bubbles in the finish and relief blacking, these are not flaws and are to be expected. Rhodium is a brighter and smoother metal but is more costly. Pendants made from stainless steel are sublimation printed on one side only, the finish is smooth, the minimum order for customised sublimation stainless steel pendants is 40. We can laser engrave stainless bulk or a single stainless-steel pendants to your specification, please contact us before buying for more information.
CUSTOMER SERVICE
Our aim is to give every buyer a positive experience if this is your experience please leave us positive feedback. However, in the unlikely event that you are not 100% happy with the purchase please contact us via eBay message before you leave a lower rating where we will do everything we can to resolve the issue.
CONTACT US
If you have any questions or concerns please message us via eBay messages.
The office is open Monday - Friday, 09:30 - 15:00. The office and workshop are closed at weekends and on public holidays, we use an out-of-office message app to stack messages. Please do not repeat messages, this results in the message stream being stacked in the most recent position and delaying our reply. All messages are replied to in stack order when the office is manned.
