Terms & Conditions | Penelope Hope- Home of colourful prints & pattern | Penelope Hope
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Terms & Conditions

These terms and conditions are the terms and conditions on which Penelope Hope agrees to sell Products to you. If we accept your Order, both of us will be legally bound by these terms and conditions.

1. DEFINITIONS

1.1.The following terms will have the following meaning in these terms and conditions:

Designs” means the surface pattern design used on fabric or products.

“I” “me” “mine” “we” “us” means Penelope Hope;

“IPR” means intellectual property rights including copyright, design rights, trademarks, patents and any other similar rights whether registered or unregistered existing anywhere in the world;

Order” means an Order placed by you via the Website or via phone/email to Penelope Hope for the purchase of Products;

Price” means the price as displayed on the Website for the Products to be purchased by you as indicated in your Order;

Products” mean the items produced including, without limitation, fabric swatch samples, fabric by the metre, cushions and cosmetic bags as identified in your Order;

Website” means the website accessible via www.penelopehope.com and all other domain names owned and operated by Penelope Hope linking to the same content; and

you” “your” means the customer placing an Order via the Website and/or phone/email.

“International Order” means any Order placed by a person outside of the United Kingdom or the Channel Islands.

 

2. PRICES, ORDERING, PAYMENT & CURRENCY

2.1 Prices

All prices are as stated on the Penelope Hope Website, although we reserve the right to revise the price of goods at any time. All final prices are in Pounds Sterling (£) and all orders will be processed through our payment gateway (or PayPal) in Pounds Sterling.

Prices are shown in other currencies as a guide only- these prices are based on a web service currency conversion updated on a daily basis. Your bank may use a different conversion rate and may charge you for a foreign currency transaction if your account is not a Pound Sterling account. Please contact your card issuer for further information on the applicable rates of exchange.

All prices on the Website are quoted in pounds sterling (£) and are inclusive of UK sales tax (VAT) but exclusive of postal charges. The current rate of VAT is 20%.

Orders that are being collected from the Penelope Hope studio in Guernsey or delivered to an address in the Channel Islands will have the VAT deducted at the checkout stage of the payment process.

2.2 Ordering

Please place your order via the online shop pages.

If you prefer, or need further help you can email sales@penelopehope.com and we will confirm your order and send an electronic invoice with payment instructions.

Full payment is required before goods are dispatched.

By submitting an order, you will be deemed to have accepted these terms and conditions.

We make every effect to ensure our website is up to date showing current stock availability but in the event of us not having your chosen product/fabric we will contact you to offer either a refund or an expected restock date if you decide you are happy to wait for your Order.

2.3 Payment

Our online store is hosted by Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and service to you. Penelope Hope accepts payment electronically through Shopify’s direct payment gateway or through PayPal. You may decide which payment method to use.

2.3.1 Shopify Payments (Shopify’s direct payment gateway)

If you choose to complete your payment through Shopify’s direct payment Gateway, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service or Privacy Statement.

2.3.2 Paypal

Paypal is safe and easy to use, you do not need a Paypal account to make a purchase, just follow the instructions through the checkout. If paying through PayPal, please make sure that your registered address and phone number are up to date. Please let us know if you need your order sent to an alternative address.

If you would prefer to send payment via BACS or Online Banking, please email sales@penelopehope.com and we will confirm your order and send an electronic invoice with payment instructions.

2.4 Currency

All prices are in Pounds Sterling (£) and all Orders will be processed through our payment gateways or PayPal in Pounds Sterling (£). Our website displays prices in Euros and Dollars for information purposes only. The exchange rate that will apply is determined by your card issuer. Please contact your card issuer for further information on the applicable rates of exchange.

 

3. DISPATCH & DELIVERY INFORMATION

3.1 On receipt of payment for an Order, delivery of the relevant products will be made to you at the address stated by you in that Order.

3.2 You hereby acknowledge and accept that we are reliant on supply chains (including third party suppliers, printers & manufacturers) in fulfilling Orders. In the event that an Order is placed which cannot immediately be fulfilled as a result of the failure, for any reason, of third party suppliers, we will inform you as soon as possible and delivery may be delayed until such time as stock is available.

3.3 Dispatch

Subject to stock availability we aim to dispatch Orders within two working days of receipt of cleared payment in full. We will notify you if there is any expected delay. A dispatch date will be confirmed on receipt of full payment.

If you need your Order urgently (and it is not a ‘print-on-demand’ or ‘made-to-order’ product) we will do our best to accommodate you. Please drop us an email or give us a call to request an express service. Special methods of carriage and insurance can be arranged at extra cost.

3.4 UK Delivery

Your Order will incur delivery costs, which are dependent on the products and size of your order, and will be specified during the checkout process.

Depending on the size of your Order, we dispatch our goods using Parcel Force- Standard Parcel Post service or Royal Mail Special Delivery or in some instances a Courier Service. You will be given a choice during the checkout process.

UK orders delivered using our Standard Parcel Post option (service by Parcel Force) will require a signature on delivery at the destination address. This service is not tracked but if you require a tracked service please opt for our Special Delivery (service by Royal Mail), which will also require a signature on delivery at the destination address. Please let us know if you would like your Order delivered to an alternative address to ensure someone is able to receive it.

A calling card will usually be left if nobody is able to accept the delivery. Please note, if an item is returned to us due to a failed delivery a subsequent delivery charge will be payable to resend your Order.

DO NOT sign and accept goods that have been damaged in transit, as once signed for, we may be unable to make a claim or to refund you. Please ensure you inspect the package before signing for it. Please inform us of this situation immediately if it arises.

A courier service may be advisable for large (over 10 metres of fabric will need to come rolled) or bulky orders; you will be supplied with a tracking number and expected arrival information. Please allow up to one week for your Order to arrive. This will need to be quoted for on an individual basis- please contact the studio prior or immediately after placing your order so this can be arranged and calculated.

Fabric sample Orders are sent with Guernsey Post/ Royal Mail and dependent on size, a signature may be required.

3.5 International Delivery

We welcome International Orders. These will be shipped using a Global Priority Parcel service. Please allow one to three weeks for your Order to arrive. International delivery times may vary depending on the customs office of the arrival country and may be subject to taxes or other duty fees, which are the responsibility of the buyer. See below for more detail.

Include a telephone number on International Orders, as either ourselves or local agents may need to contact you.

Cushions going to non-UK addresses are sent without the cushion insert - you will receive the cover/s only. A refund of £5 per cushion will be made on your chosen method of payment. We will advise you on what size cushion insert to use for your cushion cover/s to give them a plump, full look. 

3.6 Customs & Duty

Please note that all shipments to OUTSIDE the EU (European Union) may be subject to import duties and taxes, which are levied once a shipment reaches that country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. If your Order does incur import duties and taxes levied by your local customs authority in your country, then these may need to be paid direct by you to them before they will release your shipment. Customs policies vary widely from country to country, so you may want to contact your local customs office for further information. You agree to indemnify us to the extent that we are obliged to pay any costs or expenses in full in respect of any such duties and taxes.

 

4. REFUNDS, RETURNS AND CANCELLATIONS

4.1 Refunds, Returns & Cancellations

We hope you will be delighted with your recent purchase, however, if for some reason you change your mind or there is an issue with the goods please return it to us, in its original condition, within 14 days of delivery.

Please send us an email and let us know you would like either an exchange or a refund.

To return your order, please send it to:

Penelope Hope,
The Trinity Square Centre,
Upper Mansell Street,
St Peter Port,
Guernsey,
GY1 1LY

You may exchange your Order for a product of the same or greater value, only if returned within 14 days of receiving the product and in accordance with the following requirements.  

Returned merchandise must be in its original condition, and must be unwashed, unused and accompanied by the original Penelope Hope order confirmation or packing slip. Delivery costs will be charged for the resending of exchanged items unless the original product/ fabric was damaged or faulty or we made a mistake with the original order.

If you would like to make a return or exchange, please contact us at sales@penelopehope.com within 14 days of the delivery of your Order. If you are returning goods please retain your proof of postage, as we cannot be held responsible for any goods lost in transit. Please email the studio at sales@penelopehope.com if you are returning any items so we know to expect it.

Once your returned Order has been received and inspected, we will send you an email to notify you that we have received it. We will also notify you confirming whether your refund has been approved or rejected.

If your request is approved, then your refund will be processed, and a credit will be automatically applied to your credit card or original method of payment. Please allow up to 10-15 days for a full refund from the date we have receipt of your returned Order.

4.1.1 Late or missing refunds (if applicable)

If you have not received a refund after 15 days please check your bank account or contact your bank or credit card company as there is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@penelopehope.com.

4.2 Lost or Damaged Order
4.2.1 Lost Order

In the unlikely event that your order gets lost please contact us at sales@penelopehope.com with full details regarding your Order and we will get back to you as quickly as we can.

4.2.2 Damaged Order

Your Order will require a signature upon delivery. Please inspect the packaging and goods before you sign for it. DO NOT sign and accept goods that have been damaged in transit, as once signed for we may be unable to make a claim or to refund you. Please inform us of this situation immediately if it arises.

We understand that in some situations damage to an Order is not immediately noticeable on delivery so please get in touch within 24 hours of receipt of delivery and we will be happy to arrange a replacement.

Please keep the damaged item, including all packaging, as it may be required for an insurance claim. Please email the studio at sales@penelopehope.com and attach your original Penelope Hope order confirmation or packing slip.

Shipping charges on returned goods are at the customer’s expense and we recommend registered post, as we will not be held responsible for goods lost in transit. Postage will be refunded only if goods are found to be faulty, were damaged in transit to you or an error has been made on our part.

Please allow up to 10-15 days for a full refund from date of receipt of goods.

4.3 Products excluded from refund or exchange
4.3.1 Cut Fabric

Fabric purchased by the metre is non-returnable, unless defective.

If your order has not yet been shipped and you would like to cancel it, you may do so within 24 hours of ordering by calling or emailing the studio at sales@penelopehope.com. A cancellation fee of 35% of the total order will be charged if the fabric has already been cut.

4.3.2 Made-to-Order or Print-on-Demand products

Please note that made-to-order and print-on-demand products cannot be returned or exchanged unless faulty.

Should you decide to cancel your made-to-order or print-on-demand fabric or products please notify us within 24 hours of placing your order of your wish to cancel via email at sales@penelopehope.com or by calling the Studio on +44 (0)1481 721410. If we have already processed your Order a cancellation fee of 50% will be incurred.

4.3.3 International Orders

We are unable to accept international returns or exchanges for fabrics and products unless faulty.

 

4.3.4 Other Stockists

Penelope Hope merchandise that you have purchased from locations/ stockists, other than this site cannot be accepted for refunds or exchanges. Additionally, merchandise purchased on this site cannot be returned under this policy to any other location/stockist.

This does not affect your statutory rights.

 

5. PRODUCT INFORMATION

“Risk of damage or loss passes to you, the customer, at time of delivery.”

5.1 Product Use

“Use of products purchased are subject to UK legislation.” 

All our Products are designed for domestic and private use.

Products supplied under this agreement shall conform to the relevant specification and be of satisfactory quality and fit for the purpose they are designed for.

Certain products may be available exclusively through our Website. These products maybe have limited quantities and are subject to return or exchange only according to our Returns Policy.

5.2 Product description & imagery

Every effort is made to ensure that the Products we supply correspond as closely as possible to the product images displayed on our Website, but there may be variations as natural materials and the printing processes used, have unique characteristics. No responsibility can be accepted for these variations.

Please note that we have tried to represent colours as accurately as possible, but computer screens vary, and Website images or catalogues should be used as a guide only. It is recommended that you order a fabric swatch sample, visit your nearest stockist or arrange an appointment to visit the Penelope Hope Studio & Showroom if you are based in (or visiting) Guernsey.

All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reverse the right to discontinue any product or fabric print at any time.

5.3 Production Quality

All printed textiles have small irregularities in the printing. These irregularities are not considered defective, as they are inherent in the nature of the processes used.  Products, which should be considered defective, include cushions with broken zips and large, obvious misprints.  

Products may show differences in colour or texture that do not necessarily indicate defectiveness. Such differences are inherent in the printing and manufacturing of hand made products.

The foiled fabrics and cushions in the Oresome Collection have been screen printed in England by hand with a textile foil; therefore subtle variations and slight inconsistencies may occur. This is not considered a defect but adds character to the product. Some dulling (and wear) to the foil over time is to be expected with normal use.

5.4 Production Information

Unless stated otherwise, all Penelope Hope products are manufactured and/or printed in the UK. This is done to support British manufacturing/ craftsmanship and reduce our carbon footprint.

5.5 Fabric

On receipt of your Order please check the fabric for any obvious misprints or faults. Cut lengths of fabrics cannot be returned or exchanged, unless found to be faulty. Please see our Returns Policy here.

Please order enough fabric for your intended job, as it is not guaranteed additional fabric with corresponding batch numbers will be available once your Order has been dispatched.

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.

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.

5.6 Cushions

On receipt of your Order please check the cushion cover/s for any faults.

All cushion cover/s are made by hand in England, so each one may vary ever so slightly in size, with a +/- 2cm tolerance from the size stated in the product description.

5.6.1 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 contact the Studio once you have placed your order either by emailing us at sales@penelopehope.com or calling the studio on +44 (0)1481 721410.

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

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. 

5.7 Caring for your Fabric or Products

Please see our care and cleaning instruction advice here.

 

6. IPR (INTELLECTUAL PROPERTY RIGHTS)

Copyright in the design, text, photos and graphics contained in this Website are held by Penelope Hope Ltd. trading as Penelope Hope and cannot be used or reproduced without written permission.

6.1 All IPR in the Designs remain owned by Penelope Hope and all IPR in the Products sold by Penelope Hope pursuant to an Order under these terms and conditions are and will remain owned by Penelope Hope Ltd. or the relevant supplier of third party Products (as the case may be), and nothing in these terms and conditions will in any circumstances assign, sell or otherwise transfer the IPR in the Designs or Products to you or any other person. Furthermore, you are not granted any licence of the IPR in the Designs or Products by virtue of these terms and conditions.

6.2 Accordingly, Products are sold by Penelope Hope Ltd. to you for non-commercial use by you as a consumer only and reproductions of the Designs or Products may not be made or re-sold without our express written permission or the express written permission of the relevant third party owner of the IPR in such Products.

6.3 You will be responsible for your use of the Products and you acknowledge and accept that we do not make any representation or warranty about the Products whether express or implied. For the avoidance of doubt, we do not warrant that the Products will not infringe the IPR of any third party.

6.4 We welcome people sharing our images but please ensure a correct credit and a link back to this site. All images, text, design and graphics on this website are owned by Penelope Hope unless otherwise stated.

 

7. TRADEMARK

7.1‘Penelope Hope’ is a registered trademark (European Community), which at no point may be used without the express permission of Penelope Hope Ltd. To do so without our permission will result in possible legal action being taken.

7.2 Other names on this site may be trademarks or registered trademarks of their respective owners.

 

8. LIMITATION OF LIABILITY

8.1 In no event will Penelope Hope (Ltd.) be liable to you, whether in contract, tort, by statute or otherwise for any special, indirect or consequential loss or damage arising out of or in connection with the sale of the Products to you, including without limitation: loss of business and/or Products, loss of goodwill, loss of profits, loss and/or corruption of data and/or damages awarded against you as a result of legal proceedings by any third party in relation to the Products, including any claim that the Products infringe the IPR of any third party. For the avoidance of doubt, neither the types of loss and/or damage specified above nor any similar types of loss and/or damage will constitute direct loss for the purposes of this agreement.

8.2 We will not be liable to you for any acts, omissions or failures of third party sub-contractors used by us in delivering Products to you pursuant to Orders placed by you under these terms and conditions, including but not limited to intermediary suppliers of Products, service providers for the delivery of Products and service providers of the secure online e-commerce payment system on the Website.

8.3 Nothing in these terms and conditions will limit your statutory rights as a consumer.

 

9. PRIVACY STATEMENT

Any personal data which you may provide us through the website is subject to our Privacy Policy, which can be found here.

 

10. RIGHT TO ALTER TERMS & CONDITIONS

We reserve the right to alter these terms and conditions without notice.

 

11. COMPLAINTS

We take great care to look after our customers and manage their expectations however, if you feel this is not the case in your situation please email the studio at hello@penelopehope.com with your concerns and/ or complaint and we shall do our very best to resolve it for you.

 

12. COMPANY REGISTERED DETAILS 

Penelope Hope is registered in Guernsey as a Limited Company: Penelope Hope Ltd. Reg number 58033 www.greg.gg for further details. Our UK VAT Registration number is 219142917 

Business Address:
Penelope Hope,
The Trinity Square Centre,
Upper Mansell Street,
St Peter Port,
Guernsey,
GY1 1LY