Shipping policy

OVERVIEW

This Shipping Policy explains how and when we dispatch orders, the delivery options available, and what to do if something goes wrong. It applies to all orders placed through our website at https://penumbrahobbies.co.uk/

If you have a question that isn't answered here, please get in touch at penumbrahobbies@gmail.com and we'll be happy to help.

ORDER PROCESSING

Once your order is placed and payment is confirmed, we aim to process and dispatch it within 2 working days. Working days are Monday to Friday, excluding UK public holidays.

Orders placed after 18:00 on a Friday, or over a weekend or public holiday, will begin processing on the next working day.

During busy periods — such as sales events or the run-up to Christmas — processing times may be slightly longer. If this affects your order, we'll let you know by email.

You'll receive a dispatch confirmation email as soon as your order has been sent.

UK SHIPPING OPTIONS

We currently ship to addresses within the United Kingdom only. All shipping costs are calculated at checkout based on your order total and chosen delivery method.

Delivery Option	Estimated Delivery	Cost
Standard Delivery	3-5 working days after dispatch	£4.99
Express Delivery	1-2 working days after dispatch	£6.99

All delivery timescales are estimates provided by the carrier and begin from the date of dispatch, not the date of order. They are not guaranteed, and occasional delays may occur that are outside our control.

FREE SHIPPING

We offer free standard delivery on all UK orders over £65. This threshold is calculated on your order subtotal after any discounts have been applied, but before delivery charges. Free shipping is applied automatically at checkout when your order qualifies — no code needed.

Express delivery is not included in our free shipping offer and will always be charged at the standard rate shown above.

DISPATCH CONFIRMATION AND TRACKING

When your order is dispatched, you will receive a confirmation email. Depending on the shipping service selected, this email may include a tracking number or reference that you can use to monitor your delivery.

Standard delivery orders may be sent via an untracked or partially tracked service. If you need to be sure of tracking on your order, we recommend selecting express delivery at checkout.

Express delivery orders are sent via a fully tracked service. Your tracking link will be included in your dispatch confirmation email.

If you haven't received a dispatch email within our stated processing window, please check your spam folder before contacting us.

DELIVERY ATTEMPTS AND FAILED DELIVERIES

If you are not available when delivery is attempted, the carrier will typically leave a card with instructions on how to rearrange delivery, collect from a local depot, or authorise a safe place or neighbour drop.

Please note that the specific procedure varies by carrier and is at their discretion. We recommend checking your dispatch confirmation email for details of which carrier is handling your order.

If a delivery fails and the parcel is returned to us, we will contact you to arrange redelivery. We may charge for the cost of redelivery in this circumstance. If we are unable to reach you within a reasonable period, we reserve the right to cancel and refund your order, less any unrecoverable delivery costs.

DELIVERY RESTRICTIONS

We are able to deliver to most addresses within the United Kingdom, including Northern Ireland, Scotland, and Wales. However, please be aware that some carriers apply surcharges or longer timescales to deliveries in certain areas, including:

Scottish Highlands and Islands
Northern Ireland
Isle of Man, Isle of Wight, and Channel Islands
Other remote postcodes

Where an additional charge applies to your delivery area, this will be shown clearly at checkout before you complete your order.

We can currently deliver to PO Box addresses and BFPO (British Forces Post Office) addresses on standard delivery only. Express delivery to these addresses may not be available.

LATE OR MISSING ORDERS

If your estimated delivery window has passed and your order has not arrived, please take the following steps:

Check your dispatch confirmation email and any tracking information provided.
Check with neighbours or any safe place that may have been used.
Contact us at penumbrahobbies@gmail.com with your order number.

We will investigate with the carrier on your behalf. Please allow 2 working days from your estimated delivery date before contacting us, as some parcels are delayed in transit and arrive shortly after the expected date.

Your legal rights regarding late delivery: Under the Consumer Rights Act 2015, if no specific delivery date was agreed, we are required to deliver within 30 days of your order being accepted. If we miss an agreed or legally required delivery date, you have the right to set a new reasonable deadline. If delivery still does not occur by that new deadline, you are entitled to cancel your order and receive a full refund. Please contact us to exercise this right.

DAMAGED IN TRANSIT

We pack all orders carefully to minimise the risk of damage during transit. However, if your order arrives damaged, please:

Take clear photographs of the outer packaging and the damaged item(s) before opening further.
Contact us at penumbrahobbies@gmail.com within 2 days of delivery, including your order number and photographs.

We will arrange a replacement or refund as quickly as possible. Please do not discard the damaged packaging, as we may need it to raise a claim with the carrier.

RISK AND TITLE

Under UK consumer law, the risk in goods remains with us until they are delivered to you or to a person nominated by you to receive them. This means that if an order is lost or damaged in transit, that is our responsibility to resolve — not yours.

If you have authorised delivery to a safe place or nominated a third party to receive your order, risk passes to you at the point of delivery to that location or person.

Title to the goods passes to you on receipt of full payment.

CHANGES TO YOUR DELIVERY ADDRESS

If you need to change your delivery address after placing an order, please contact us as soon as possible at penumbrahobbies@gmail.com. We will do our best to update your address before dispatch, but we cannot guarantee this once an order has been processed.

We are not responsible for orders delivered to an incorrect address provided at the time of ordering.