Shipping Policy

This Shipping Policy explains how Penta Strand processes and delivers orders within the United Kingdom.

1. Shipping Location

All orders are prepared and dispatched from London, United Kingdom.

2. Processing Time

All Penta Strand products are personalised and made to order.

Our usual processing time is 1-3 business days from the date your order is placed. This includes preparing, customising, assembling, and packing your order.

During busy periods, processing times may be slightly longer. If there is a significant delay, we will contact you as soon as reasonably possible.

3. UK Delivery Options

We currently offer delivery within the United Kingdom.

Free standard delivery is automatically available for eligible orders over £50, unless stated otherwise at checkout.

4. Delivery Time

Delivery time depends on the courier or postal service used.

Estimated delivery times may vary due to courier capacity, weather, bank holidays, seasonal demand, incorrect addresses, or other circumstances outside our control.

Once your order has been dispatched, delivery is handled by the courier or postal provider. Penta Strand is not responsible for courier delays, but we will help where possible if your parcel appears delayed or lost.

5. Order Tracking

If tracking is available for your delivery method, tracking details will be sent to you after your order has been dispatched.

Please allow some time for tracking information to update after dispatch.

6. Incorrect or Incomplete Address

Please make sure your shipping address is complete and accurate before placing your order.

Penta Strand is not responsible for delays, failed deliveries, or lost parcels caused by an incorrect or incomplete address provided by the customer.

If a parcel is returned to us because of an incorrect or incomplete address, we may ask you to pay the additional shipping cost before resending the order.

7. Failed Delivery or Uncollected Parcels

If delivery is attempted but unsuccessful, or if a parcel is left uncollected, the courier may return the parcel to us.

If the order is returned to us, we will contact you to arrange redelivery where possible. Additional shipping charges may apply.

8. Lost or Delayed Parcels

If your parcel has not arrived within a reasonable time after dispatch, please contact us with your order number.

We may need to investigate the issue with the courier before offering a replacement, refund, or other solution.

Because all Penta Strand products are personalised and made to order, we cannot issue an immediate replacement or refund until the courier investigation has been reviewed, unless required by law.

9. Damaged Parcels

If your parcel arrives damaged, please contact us as soon as possible and provide:

• your order number;
• photos of the damaged packaging;
• photos of the item;
• photos of the delivery label, where possible.

This helps us review the issue and raise a claim with the courier if needed.

10. Contact

For shipping questions, contact us at:

Email: support@pentastrand.com
Business name: Penta Strand
Dispatch location: London, United Kingdom