Penny Plain

• How to Order
• Our Guarantee
• Delivery and Returns
• Security
• Frequently Asked Questions

How to Order

ONLINE
You can order online 24 hours a day, 7 days a week. Simply add the items you require to your basket. You can view and amend your order at any time by clicking on 'My Basket' . When your order is complete, click on 'Proceed to Checkout' and enter your customer details, delivery details and payment information.

Using Search
You can click on 'Search' to search the collection by product code or keyword or by category e.g. skirts.

Enter a product code (the code found in our catalogue, e.g. SK245) or a keyword (such as skirts, blouses, bags, etc.) and click on 'Search'. This will take you directly to the item or group of items that you are looking for. Click on the item picture or description to access the main page for that item. This displays detailed product information and the 'Add to My Basket' button.

Using Quick Shop
Alternatively, if you have a catalogue you can click on 'Quick Shop' which makes shopping online faster and easier.

Enter up to 7 product codes in the fields provided. Click on 'Add these items to Quick Shop'. You will then be able to choose the colour and size that you require and add the items to your basket.

If more than 7 items are required simply click on 'Quick Shop' again and enter the additional product codes, choose the colour and size that you require and add the items to those already in your basket. You can view and amend your order at any time by clicking on 'My Basket' at the top of your screen.

If for any reason you experience a technical problem while ordering online, please phone +44 (0)844 557 6010 from 8am to 8pm Monday to Friday, 9am to 5.30pm Saturday and 10am to 4pm Sunday or send us an email using the 'Contact Us' facility on our website.
If you have a query about specific products, colours or sizing, please email us at info@pennyplain.co.uk or call our Customer Care Team on +44 (0)844 557 6010

BY PHONE
If you wish to order by phone, please call our Customer Care Team on:
+44 (0)844 557 6010

8am - 8pm Monday to Friday (GMT)
9am - 5.30pm Saturday (GMT)
10am - 4pm Sunday (GMT)

Please make a note of the items you wish to order and have your Customer Number, Catalogue Code and credit or debit card ready when you call.

Outside the above hours you can leave your order on our voicemail by calling the same number. Please leave a daytime telephone number in case of query.

BY POST OR FAX
If you wish to order by post, please send your order to:
Penny Plain
3-4 Tilley Road,
Crowther
Washington
NE38 0AE
UK

Please make your cheque payable to 'Penny Plain' and write your name, address and cheque card number on the back. If you are placing your first order with us, please allow five working days for your cheque to clear before your goods are despatched.

Overseas customers are advised to pay by credit or debit card, as only cheques written in UK Pound Sterling (£) are accepted.

Alternatively you can fax your order to us anytime on:
Fax: +44 (0)870 557 6020
If sending a post or fax order, please use the order form found at the back of your catalogue, or alternatively, fax us all of the details below :

• Your name
• Your billing address, including Postcode and Country
• Delivery address (if different from your billing address)
• Daytime telephone number and/or email address
• Product name
• Product code (e.g. BA144)
• Colour
• Size (and length where appropriate)
• Quantity
• Payment Information
• Card Number
• Name on Card
• Type of Card (Visa, MasterCard, Delta, Switch/Maestro)
• Valid From Date
• Expiry Date
• Issue No. (Switch where applicable)
• CV2 number (last 3 digits from the signature strip of your card)

Please remember to add your signature

Please add the appropriate postage and packing charge to your total.

At Penny Plain, we accept cheques, postal orders or the following credit or debit cards: Visa, MasterCard, Delta and Switch/Maestro. We are unable to accept cash. All prices are in UK Pound Sterling and your order total will be in UK Pound Sterling.

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Our Guarantee

Our manufacturers are committed to our ethos that says we never skimp on quality or fabric. We therefore guarantee, that if for any reason you are not completely satisfied with any item you have ordered from us, simply return it to us within 28 days, unworn and in its original condition and we will gladly exchange it or refund your money immediately.

Sale Returns Policy - During Sale time, due to bargain prices and limited stock, purchases must be returned in their original condition and carefully packed within 14 days.

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Delivery and Returns

Penny Plain offer several delivery options which vary in cost and the amount of time the orders takes to reach you. See FAQ for details of delivery times and charges.

We are happy to exchange or refund purchases that does not prove suitable. Please return purchases in their original condition and carefully packed. If you return an item for exchange you will not be charged for replacement postage and packing. Please arrange adequate insurance and obtain proof of posting as we cannot be responsible for goods whilst in transit from customers.

Payment and Refunds
How do I pay for my order?
We won't ask you for any payment until we despatch your goods. And to make sure you always have the highest level of security, your payment details are automatically encrypted when you enter them. You can pay for your online order using Visa, MasterCard, Delta or Switch/Maestro.

Please note we don't accept Visa Electron, Solo or American Express for online or telephone orders. All prices include VAT.

Can I cancel my order?
If you order over the phone or online you have the legal right to cancel your order within seven working days of receipt of the goods (with the exception of goods altered specifically for you). Where goods are delivered to a third party you will only be able to exercise this right if you are able to return to us the goods you ordered.

Can I make changes to my order?
Yes. In addition to your legal rights and obligations should you change your mind, you can cancel or change your order by calling us on 0844 557 6010 or emailing info@pennyplain.co.uk up until the point of its despatch to you or a third party.

What is your returns policy?
After you have received your goods, you can return any clothing or accessories to us for a refund or an exchange, as long as it is unused and returned in the original packaging within 28 days. Please note during sale times items must be returned within 14 days. You can return by Royal Mail using the Return Postage label provided.

Penny Plain does not pay for items to be returned.
If the item has been given as a gift, please provide us with details of the purchaser to allow us to exchange or refund in credit vouchers at the original price.

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Security

This website uses 128-bit SSL (Secure Socket Layer) encryption to ensure that your credit card details are secure and protected against interception. For more information, please click the padlock icon at the bottom of the basket page

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Frequently Asked Questions

How much do you charge for delivery?
Orders up to £100 (2nd class) £3.95 (in UK)
Orders over £100 (2nd class) Free (in UK)
First Class Add an extra £1 to the above
Next Day Delivery* £9.95
(*Next Day UK Delivery is available on orders placed by 12pm Monday - Thursday only)

When and how will my order be delivered?
Royal Mail currently deliver all of Penny Plain's parcels, so your parcel will be delivered by your postman between 7.30am and 6pm; we are unable to confirm a time.
If you choose the standard delivery service, your order may be divided into separate parcels which may be delivered at different times within the delivery lead time.

Do you deliver overseas?
Yes, Penny Plain will deliver worldwide.
Charges:
Europe £5.95
Worldwide £9.95

What happens if I'm out when you deliver?
The postman will try a neighbour or find a safe and secure place to leave your parcel. If they cannot find a safe place, your parcel will be returned to the sorting office. They'll leave you a card explaining where your parcel is and what to do next.

How do I return an item I ordered online?
As long as the item is unused and in the original packaging, you can return it by post using the label enclosed in the parcel when delivered.

When do I get my refund once I've returned an item?
Please allow up to 2 weeks to process your refund once we've received your goods. The refund will be credited to the payment card account.

Shopping online
I am receiving an error message, what should I do?
If you see a page stating Unfortunately an error has occurred' do not worry, just continue to shop. If it occurs again click the refresh button on your browser window or go back to the Homepage. If you are still having problems, please call us on 0844 557 6010 and provide as much detail as possible.

Why isn't my size available online?
Our stock availability is automatically refreshed on the website daily and we always try to show the most accurate colours and sizes available. Occasionally, when a product is popular or during sale and special offer periods, it is possible for a number of customers to place orders for the last item at the same time. If there are any problems with an order you place, we will contact you by phone or email.

What if I forget my password?
Don't worry! From the 'Your Account' sign in page, click the 'forgotten password' link and enter your email address. We'll then e-mail your password to you. Once you've got your password, enter it on the sign in page and continue to log on.

How do I update my personal information?
Sign in to Your Account to access and amend your personal details.

Where can I find Company information?
Visit the About Us section of our website for company history and latest news.

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