Skip to content

Shipping policy

Shipping and Delivery Policy

Last updated: 11 July 2026

1. Delivery area

Penguin Productions currently delivers only to valid addresses within the United Kingdom that are accepted through our checkout.

We do not currently offer:

  • international shipping;
  • express delivery; or
  • guaranteed next-day delivery.

2. Standard UK delivery

Standard UK delivery costs £4.99, unless a different delivery charge is shown at checkout or agreed as part of a business, trade or bulk-order quotation.

Our normal estimated timeframe is:

Delivery within 8–10 business days from order confirmation, or from approval of any required proof, whichever occurs later.

This estimated timeframe includes:

  • order processing;
  • sourcing available stock and materials;
  • personalisation or production;
  • quality checks;
  • packing; and
  • delivery by the carrier.

A business day means Monday to Friday, excluding UK and Scottish bank holidays and any planned business-closure period clearly communicated on the website.

Orders placed during a weekend, bank holiday or announced closure period will begin processing on the next available business day.

3. Personalised and made-to-order products

Most Penguin Productions products are personalised or made to order.

Production will begin once we have:

  • received the order;
  • received cleared payment;
  • received all necessary personalisation details and artwork; and
  • received approval of a proof when one is required.

Delays in receiving information or proof approval will extend the estimated delivery date.

4. Stock, materials and operational availability

The 8–10 business-day timeframe is an estimate rather than a guarantee.

Delivery may take longer because of circumstances including:

  • availability of products or materials held by us;
  • supplier stock levels;
  • supplier production or delivery times;
  • unusually high order volumes;
  • the complexity or quantity of personalisation;
  • incomplete or unsuitable customer artwork;
  • delayed proof approval;
  • carrier disruption;
  • severe weather;
  • bank holidays;
  • planned business closures;
  • illness or unexpected staff unavailability; or
  • other circumstances outside our reasonable control.

Where a planned closure is expected to affect delivery times, we will publish a notice on the website or otherwise communicate the revised timeframe before purchase where reasonably possible.

If a material delay arises after an order has been placed, we will contact you with:

  • an explanation where available;
  • a revised estimated delivery date; and
  • any options available to you.

We will always seek to complete orders as quickly as reasonably possible. However, we will not compromise personalisation accuracy, product quality, durability or proper quality-control processes solely to meet an estimated date.

Nothing in this section limits your statutory rights where an order is delivered late or is not delivered.

5. Time-sensitive orders

You must contact us before ordering where an item is required for:

  • a birthday;
  • an event;
  • a holiday;
  • a wedding;
  • a school start date;
  • a business launch; or
  • another fixed deadline.

A date entered in an order note does not create a guaranteed delivery commitment unless we have expressly accepted that date in writing.

Where an agreed delivery date is essential, and we cannot meet it, your statutory rights remain unaffected.

6. Bespoke, business and bulk orders

Bespoke, wholesale, business, club and bulk orders may require longer than 8–10 business days.

The expected production and delivery timeframe will be confirmed in the quotation or order confirmation before production begins.

Any estimated timeframe may depend on:

  • order quantity;
  • product availability;
  • supplier lead times;
  • artwork readiness;
  • sample requirements;
  • proof approval; and
  • production complexity.

7. Dispatch confirmation and tracking

We will send a dispatch notification when your order leaves us.

Tracking information will be provided where the selected carrier and service offer tracking.

Not every delivery service provides full end-to-end tracking.

8. Delivery addresses

You are responsible for providing a complete and accurate delivery address at checkout.

Please get in touch with us immediately if you notice an error. We may be able to amend the address before dispatch, but we can't guarantee it once production or fulfilment has progressed.

If an order is returned because the address supplied was:

  • incomplete;
  • inaccurate;
  • inaccessible; or
  • refused,

We may require an additional delivery charge before resending it.

This does not apply where we caused the address error.

9. Delayed or missing parcels

If your order has not arrived by the end of the estimated delivery period, contact us at enquiries@penguinproductions.uk.

Please include:

  • your order number;
  • your name;
  • your delivery postcode; and
  • any relevant tracking information.

We will investigate the delivery with the carrier.

Penguin Productions remains responsible for the goods until they are physically received by you or a person identified by you to receive them.

10. Damaged parcels

If a parcel or product arrives damaged, contact us as soon as reasonably possible.

Please retain:

  • the product;
  • the outer packaging;
  • internal packaging;
  • delivery labels; and
  • any damaged components.

Please provide clear photographs of the packaging and product to help us investigate the issue.

Reporting visible delivery damage promptly helps us pursue the matter with the carrier, but it does not limit your statutory rights.

11. Split deliveries

Where an order contains multiple products, we may occasionally dispatch products separately.

We will not charge additional standard delivery fees for a split delivery unless this was agreed with you in advance.

12. Customer absence and delivery instructions

Where a customer, recipient, neighbour or nominated safe place accepts the parcel, the carrier may treat the order as delivered.

Any authority you give a carrier to leave a parcel in a safe place may affect how a missing-parcel claim is investigated.

13. Contact us

For delivery enquiries, contact:

Penguin Productions
Email: enquiries@penguinproductions.uk
Website: www.penguinproductions.uk