Shipping & Returns

Shipping or Local Pick Up

Please check your spam/junk mail for all communications regarding your order. If you selected local pick up at the checkout, we will be in touch to coordinate a suitable time for collection in either Lakelands, or the Mandurah Forum.

Processing Times

As a general rule, most orders will be processed within 3-5 days of your order, of stocked items (custom orders will take longer and timing will be quoted at the time of enquiry)

If the item you have purchased was listed as a “back order” you will be notified as regards to processing times which may take a little longer whilst we restock the item. 

Please be advised that in the event of public holidays and vacation time, orders will be fulfiled as soon as we are avaialbe to do so.

Before making a purhcase from penpaperandserendipity.com.au, we ask that you choose your items carefully and follow size charts where applicable for clothing. No refunds or exchanges will be given for simply changing your mind.

Please inspect all items upon receipt of delivery and let us know immediately if you notice anything wrong – you must make contact with us by emailing: penpaperandserendipity@gmail.com within 7 days of receiving your order, and arrange to get the item/s back to me within this time.

Returns for Exchange

These will be honoured once the original item is received by us, and has been checked that it’s still in the same condition it was sent to you in (ie no marks, or damage). Once accepted we will send out a replacement if in stock

*Please Note – our clothing is sold with limited stock quantities and this is why we ask to please select sizing carefully, as exchanges for incorrect sizing may take a little longer, or may only be available for an alternate item if your correct size isn’t in stock. In the circumstance that your item is not available, you will be given a store credit*

Returns are shipped at the buyers expense

Returns for Refund

Refunds will only be honoured if an item was received damaged or broken.

Refunds won’t be given for change of mind or wrong selections. The refund will be given to the amount paid for the item, excluding postage, and will be put back onto the card that the transaction was original made with at the time of purchase.

*Please note NO Exchanges, OR Refunds, will be given for any sale items*

Purchases

Please provide complete and accurate details when making your order and ensure address, contact number and email are all correct, as orders won’t be sent again if the wrong information was provided.

Purchase Price

All pricing is in AUS $ and excludes GST. Pricing may vary and are subject to change. The price quoted on the website at time of order is valid. 

Cancellations

If your order is unable to be filled, you will be notified via email or text, and be given the option to wait for stock to arrive OR in this circumstance receive a refund.

Shipping and Delivery

Postage is done with AusPost and you can select normal postage OR express post. All orders should be received within Australia in 2-7 days from time of posting (you will receive a tracking number).

Postage delays can occur and are outside of our control.

Your Information

While you visit our site, we’ll track:

  • Products you’ve viewed: we’ll use this to, for example, show you products you’ve recently viewed
  • Location, IP address and browser type: we’ll use this for purposes like estimating taxes and shipping
  • Shipping address: we’ll ask you to enter this so we can, for instance, estimate shipping before you place an order, and send you the order!

We’ll also use cookies to keep track of cart contents while you’re browsing our site.

More details on our cookie policy can be found here.

When you purchase from us, we’ll ask you to provide information including your name, billing address, shipping address, email address, phone number, credit card/payment details. We’ll use this information for purposes, such as, to:

  • Send you information about your account and order
  • Respond to your requests, including refunds and complaints
  • Process payments and prevent fraud
  • Comply with any legal obligations we have, such as calculating taxes
  • Improve our store offerings
  • Send you marketing messages, if you choose to receive them

If you create an account, we will store your name, address, email and phone number, which will be used to populate the checkout for future orders.

We generally store information about you for as long as we need the information for the purposes for which we collect and use it, and we are not legally required to continue to keep it. For example, we will store order information for 5 years for tax and accounting purposes. This includes your name, email address and billing and shipping addresses.

We will also store comments or reviews, if you choose to leave them.

Who on our team has access

Members of our team have access to the information you provide us. For example, both Website Administrators and Shop Managers can access:

  • Order information like what was purchased, when it was purchased and where it should be sent, and
  • Customer information like your name, email address, and billing and shipping information.

Our team members have access to this information to help fulfil orders, process refunds and support your user experience.

What we share with others

We only share information with third parties who help us fulfill orders and store services to you; for example 

  • Google Analytics
  • Square Payments
Payments

We accept payments through Square. When processing payments, some of your data will be passed to Square, including information required to process or support the payment, such as the purchase total and billing information.

When you place an order via our website we will follow the actions detailed below:

  • We will take payment as soon as your card details have been processed via Square (for Square t&c please click here).
  • You will receive an order confirmation e-mail informing you that we have received your order within one hour. This e-mail does not establish acceptance of your order by us.
    Acceptance of your order and the establishment of the contract between you and us will take place when we dispatch your items.
    All orders are subject to acceptance and product availability.
  • You must agree that all information provided when you complete your order is true and accurate and that all credit / debit card details provided through the  website are in your own name. Fraudulent use of credit / debit cards will mean that we pass your details to the relevant crime deterrence authorities for examination.
  • We reserve the right to cancel your order at any time up to the point of dispatch if we discover an error in the pricing displayed.