FAQ's

1. Where are you located?

PennyLane is based in El Campo, Texas, USA.
All orders are prepared and shipped from our location at 2814 Lindale Cir, El Campo, Texas 77437, United States.

2. What shipping options do you offer?

For customers in the United States, we offer several options at checkout, including:

Economy (5–8 business days) – with paid options by weight and free shipping on qualifying order amounts.
Free Shipping (11–12 business days) – a slower, free option when available.
Standard (3–4 business days) – faster delivery for lighter parcels.

International customers will see available carriers (such as DHL Express, FedEx, or USPS international services) and rates based on their destination at checkout.

3. Do you ship internationally?

Yes.
We ship to the United States and many countries worldwide. Available shipping methods and prices are calculated at checkout once you enter your shipping address.

Customs duties, taxes, and import fees may apply for international orders and are typically the responsibility of the customer unless otherwise indicated at checkout.

4. How long will my order take to arrive?

Total delivery time = processing time + shipping time.

Processing usually takes 1–2 business days after your payment is confirmed.
Shipping time depends on the method you choose at checkout (for example, Economy 5–8 business days, Standard 3–4 business days, or international express options).

Delays can occur due to carrier issues, weather, or customs for international shipments.

5. What is your return policy?

We accept returns within 30 days of delivery.

Items must be unused, in original condition, and in original packaging (where applicable).
Return shipping is free, and we do not charge restocking fees.
Once your return is approved and received, refunds are issued to your original payment method in line with our Return Policy.

For full details, please see our dedicated Return Policy page.

6. How do I start a return?

To start a return:

Email us at Contact@PennyLane.shop with your order number, item(s) you want to return, and the reason.
We’ll review your request and, if approved, send you a prepaid return label and instructions.
Pack your items securely and drop off the package with the indicated carrier.

Please do not send items back without contacting us first.

7. Can I exchange an item?

At this time, exchanges are handled as returns plus a new order:

Start a return for the original item.
Once your return is processed, you can place a new order for the size, color, or product you prefer.

If the item is defective, damaged, or incorrect, contact us and we will help arrange a replacement or solution.

8. What payment methods do you accept?

We accept major credit and debit cards and other available payment options shown at checkout.
All payments are processed securely, and your full card details are not stored on our servers.

Please see our Payment Policy and Billing Terms & Conditions pages for more details.

9. Is checkout secure?

Yes.
Our website uses SSL encryption (you’ll see “https://” and a padlock in your browser bar), and payments are processed through trusted providers using industry-standard security measures.

For more information, you can read our Secure Checkout & SSL Payment section.