FAQs | Penelope Hope - Home of colourful cushions & luxury fabrics | Penelope Hope
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FAQs

Can I order fabric swatches before committing to a fabric purchase?
Yes! Fabric swatches can be ordered via our online shop for £1 per swatch for a 7” x 4” sample with free UK and free Guernsey/Jersey postage.

Swatches are sent with Guernsey Post & Royal Mail.

If you need a larger swatch, please contact us for pricing and availability at hello@penelopehope.com

Where are you based?
Penelope Hope is based in Guernsey, our studio is at The Trinity Square Centre, Upper Mansell Street, St Peter Port, GY1 1LY

We are open by appointment during the working week so please get in touch with us at hello@penelopehope.com or call the studio on +44 (0)1481 721410 to arrange a time to come in to view the collections, pick up samples and have a chat. 

We will be holding regular informal studio open days where people can come to browse and buy. If you’re interested in finding out more about when these will be held please sign up to the Penelope Hope newsletter here.

Can I collect my order or view before buying?
If you are in Guernsey, yes, of course! Please contact Nadia to arrange an appointment at a mutually convenient time. See contact details above.

What about if I don’t live in Guernsey?
You can purchase our entire collection and order swatch samples at our online shop here. We are also busy establishing a network of stockists in the UK so that you can see and touch our products in person. See our Stockists List here. Please sign up to the Penelope Hope newsletter to be kept informed of new stockists.

Where are the products made?
Everything is designed in Guernsey and then printed and manufactured in England. We are extremely proud to support British manufacturing and craftsmanship and also like to keep our carbon footprint down!

If I place an order online is my payment secure?
Absolutely, all online payments are processed using Shopify payments, Paypal or via your Amazon Payments Account. At no time do we record or keep any credit card details. More details can be found here. 

When will I receive my order?
We aim to dispatch all orders with 1-2 days from receipt of full payment and shall notify you when your order is dispatched. Depending on your chosen method of delivery your Order should be with you between 4 to 7 working days. Faster delivery options are available and we're more than happy to process your order quickly if you need it in a rush. Just give us a call on +44 (0)1481 721410

We will, of course, notify you if there is a delay in sending your order. If an item is out of stock, you'll be notified within 48 hours of ordering and you can then decide if you would like to wait, change, or cancel your order.

Some products are printed or made to order and the delivery times vary. This will be stated on the individual product pages or via email once your order has been placed if we anticipate any delay.

How will my order be packaged?

FABRIC SWATCHES
Fabric swatches will be sent in A5 or A4 envelopes depending on the number ordered and should fit easily through your letterbox. 

CUSHIONS
Cushions will be sent neatly packaged in a protective clear wrap inside a discreet plastic mailing bag or cardboard box, depending on the volume of the order placed.

FABRIC
Fabric orders under 10 metres will be sent folded and wrapped in a protective clear wrap inside a discreet plastic mailing bag or cardboard box. Fabric orders over 10 metres will be sent on a roll, wrapped in several layers of protective plastic, sealed & labeled carefully. Fabric rolls will be sent via courier. Additional surcharges may apply. To order fabric over 10 metres in length please call or email the Studio to place the order and to request a shipping quote.

Fabric & Product Information

Upholstery Fabric
The cotton fabric within the Penelope Hope Collections is suitable for domestic upholstery. It is 309gsm with a Martindale abrasion rating of 25,000 rubs. This classifies it as high general domestic use.

The fabric complies with BS 5852: Schedule 4, Part 1: 1979: Ignition source 0 (the cigarette test) of The Furniture and Furnishings (fire) (safety) Regulations 1988 (as amended) but in it’s current state fails to meet the requirements of Ignition source 1 (the match test) and therefore if used for upholstery must be used with a fire retardant interliner and combustion modified foam or can be back coated with a fire retardant finish. Please get in touch for a quote if you require this treatment.

We recommend you discuss your specific project with your upholsterer before purchasing fabric to ensure you order the correct length. We can not guarantee we will have fabric from the same print batch available if you require further meterage. Fabric colours may vary slightly from one batch to another. Once fabric has been cut it cannot be returned. See our Returns Policy for further details. 

Pattern repeats for each print/ design will be noted on the corresponding product page, allow a tolerance of 2-3cm/ 5% variation from stated measurements.

Cushion Inserts
Penelope Hope likes plump and full cushions and therefore uses a slightly larger cushion insert than the cushion cover to achieve that plump look. Take care if and when removing or re-inserting cushion inserts as any stress on the zip could cause damage.

Cushions ordered via the online shop come with a good quality duck feather insert, if you would prefer a plump polyester insert instead please request one in the 'Special Instructions' box on the Checkout page or contact the Studio once you have placed your order.

International cushion orders will be sent without the insert. A refund of £5 per cushion will be made to your chosen method of payment. 

Are the cushion inserts safe?
We source our cushion inserts from several UK manufacturers. Our feather inserts are made out of cotton cambric covers and filled with 100% duck feather which have been processed and prepared to comply with Oeko-Tex 100 environmental standards. The filling materials meet the flammability requirements of BS5852 1988 for all domestic environments only. If you require Fire Resistant cushion inserts up to crib 5 for Hotel and Commercial use please contact the studio to place your order.

I have a question not answered here.
We will do whatever we can to help answer your questions so please do get in touch. We are also very interested to hear your comments and feedback about our company and products so feel free to share your thoughts with us at hello@penelopehope.com