PENHALIGON'S DELIVERY INFORMATION

UK MAINLAND

Delivery is by courier and a signature is preferable, although you can opt to have your package left in a secure location or with a neighbour in your absence. Please indicate which you would prefer when completing your order.

Standard delivery - £5.50 – normally delivered within 5 working days (9am-5pm Monday-Friday)

*Priority delivery(Next working day) - £8.50 – Orders must be placed by 12pm GMT Monday to Friday and will arrive the next working day Monday – Friday - UK Mainland only.

* Priority delivery is not available during Sale period.

Our mission is to process all orders within 24 hours of receipt. Orders are processed and shipped during regular business hours (Monday through Friday 9:00AM – 4:30PM GMT, excluding holidays). If we encounter any problems processing or shipping your order you will be contacted within two business days.

Penhaligon's reserves the right to hold any order for a security review. If your order is affected you will be notified within two business days.

UK Non-mainland

(Postcodes prefixed with BT,GY,JE,IM,HS,ZE,TR21-25 ) Standard delivery - £8.50 - Please add 2 working days to the quoted delivery time (9am-5pm).

USA

Standard (Ground) (US) - $12.00 Please allow 10 working days for delivery.
* Second Day (US) - $26.00 delivered within two working days.
* Priority (Next working day) (US) - $45.00

Order by 12 noon EST & we can deliver the next working day to most US locations. Delivery rates apply to each address. Reduces shipping rates for multiple recipients’ orders; please call 1 212 373 4750 for details.

*Hazardous Goods – A $32 surcharge will be added to all orders containing hazardous goods.

If you have any questions about your order, please give us a call at 1-877-736-4254 or email us at byrequestusa@penhaligons.com

Our mission is to process all orders within 24 hours of receipt. Orders are processed and shipped during regular business hours (Monday through Friday 8:00AM – 4 :00PM EST, excluding holidays). If we encounter any problems processing or shipping your order you will be contacted within two business days.

Penhaligon's reserves the right to hold any order for a security review. If your order is affected you will be notified within two business days.

You can also visit the Service section of our Web (here) for more detailed information on our shipping and return policies.

Best wishes, Customer Service

NB: For deliveries to the USA, please make sure you have selected the Dollar payment function by clicking on the $ sign at the top bar of this page.

EUROPEAN UNION

Standard delivery - £10 - delivered within 10 working days. Delivery is by courier. A signature is required upon delivery.

JAPAN

Due to delivery restrictions we are unable to send our products from the United Kingdom without applying a significant surcharge. Therefore, we kindly ask that all Japanese orders are placed via www.penhaligons.jp. You can reach this page by clicking the Japanese flag at the top of the checkout basket.

REST OF THE WORLD

Delivery is by courier. A signature is required on delivery. Please note that deliveries to countries outside the EU are subject to additional duty and taxes, as is in accordance with the import laws of that country. Payment for these taxes will be required upon delivery.

RESTRICTIONS:

Due to regulations outside of our control, we are unable to send Cologne, Eau de Toilette, Eau de Parfum or Matches to the following countries:

• Australia
• Africa
• Brazil
• Cyprus
• Indonesia
• Malaysia
• New Zealand
• Peoples Republic of China
• Portugal
• Saudi Arabia
• Singapore
• South America
• Taiwan
• Thailand
• UAE
• Norway
• Greece
• Hong Kong

RETURN POLICY

FAULTY GOODS

Any items which are received broken or faulty will be exchanged or refunded. Please contact the Mail Order department who will be pleased to assist you. Please see below for telephone contact details.

GENERAL EXCHANGE POLICY

Most goods may be returned for exchange or a credit note but only if they are returned in their original condition within 28 days with proof of purchase. However, this is subject to the restrictions and conditions below.

HYGIENE

For reasons of hygiene, any toiletries item which has been opened for any reason may not be returned, unless faulty.

SALE ITEMS

Goods purchased as sale items or special purchases may be exchanged or refunded with a credit note only if they are returned in their original condition during the same sale period with proof of purchase. This is always subject to the Manager’s discretion.

SPECIAL ORDERS

Specially ordered products can not be returned.

Your statutory rights are not affected by the Penhaligon’s Returns Policy.

COPY RIGHT & REPRODUCTION

PHOTOGRAPHY

The rights to all Penhaligon's photography are owned by Penhaligon's. Reproduction of any material without the written permission of an authorised representative of Penhaligon's is forbidden. Any unauthorised reproduction will be treated as a breach of copyright and action may be taken to protect our rights.

COLOUR REPRODUCTION

We have taken a great deal of care to make sure our product information is accurate. Whilst every attempt has been made to faithfully reproduce colours, variations can occur.

Multi Currency

Penhaligons are happy to announce the addition of our Multi Currency facility.

This now means that prices can be shown in either Great British Pounds (£), or US Dollars ($).

In order to select which currency you would like the prices to be presented, please use the currency symbol links at the top of the page.

If you require any assistance with the multi currency system, please do not hesitate to email us using the following address: byrequest@penhaligons.com

COMPLIMENTARY GIFT WRAPPING

We appreciate that presentation is a large part of the pleasure of giving and we offer a complimentary gift wrapping service. Any Penhaligon's gift can be wrapped, ribboned and tagged and can also be sent direct to the person of your choice with your personalised message.

Unfortunately, gift wrapping is not available on sale orders.

Essential Information

PENHALIGON'S ON-LINE SECURITY & PRIVACY POLICY

At Penhaligon’s, we understand the concerns that some of our customers have with doing business over the Internet with regards to the security of personal and credit card information. We have therefore taken considerable steps to make our website and the shopping experience as secure, simple and as enjoyable as possible. In the following section we have tried to address the issues we have encountered, however if you have any other queries please do not hesitate to contact our Customer Service department. Email: Security@penhaligons.co.uk Telephone: 0800 716 108(UK only) or +44 20 7747 7899(outside the UK).

PRIVACY OF PERSONAL INFORMATION

The privacy and security of your personal details is of the highest importance to us. As with Penhaligon’s by Request, our mail order service, we never disclose or sell our customers' account or personal details to third parties. Therefore you will not be ‘spammed’ by registering your email address with us.

Our data collection and storage is governed by the rules of the UK’s Data Protection Act.

Please ensure when entering data that it is accurate. If you would like to check the details we hold about you please do not hesitate to contact our Customer Service department. We will be happy to review and update your records if necessary.

When inputting your orders, we ask for contact information such as your name, address, email and phone number. We use your IP address to help diagnose problems with our server, and to administer our Web site.

IP ADDRESS

An IP address is a number that's automatically assigned to your computer. Web servers (the computer that 'delivers' Web pages to your computer), must identify your computer by its IP address. Penhaligon’s does not link IP addresses to anything personally identifiable. This means the only information retained by our servers during a users session, is the browser type, the domain they are accessing and the access time. The user remains anonymous to us. Furthermore, IP addresses are used as a means of creating statistics reports. No personal information will ever be disclosed.

COOKIES

Cookies are used to track a shopper's movements and purchases whilst they are shopping so that the shopping basket has a way of telling what items they require. The shopping basket will not function if the user sets their browser to reject cookies.

Within the secure ordering form, a user can opt to have the personal details to be 'remembered' to speed up future purchasing. This involves the placement of a further cookie on the user’s machine. To update these details during any further purchases the user must simply change the information as appropriate and check the update details box. The cookie previously placed on their machine will then be updated. We don't include any personal information in the cookies.

CORRECTING AND UPDATING

This site never collects and stores contact information for any reason other than those listed below:
# To reply to enquiries/requests.
# To process contact details of store holders on the site and people requesting information from us (sales leads). These can always be updated by sending an e-mail to Update@penhaligons.co.uk
# To produce statistics reports based on figures alone. If there are any changes to this privacy policy, particularly with respect to the manner in which we use the information collected from a user, a notice will be placed at the top of this page detailing the changes. This will also include a contact email address should any user require further clarification of these changes.

DELETING AND DEACTIVATING

Any data content will never be referenced more than once. It effectively becomes redundant upon completion of the task it had been used for (i.e. reply to an inquiry, information requests or use of the ifax, isend or isms services).

SECURE CREDIT CARD INFORMATION

Web security is a major concern to us. It is effectively our company's lifeblood and therefore we are constantly reviewing and where possible improving security. Financial information - The collection of credit card information has a secure connection using Secure Socket Layer (SSL). An authorisation process is then carried out between Penhaligon’s/ishop and one of the UK's two largest clearing houses over a secure X25 link. This typically takes about two seconds. You will then receive confirmation of the acceptance (or refusal) of your payment. Credit card details, as with all other details you provide us with, are kept in an encrypted format by us.

THE PENHALIGON’S GUARANTEE

If your card is used fraudulently as a direct result of being used to buy from our site, we will assume liability up to £50 of your loss. Your bank cannot hold you liable for any more than this amount.

For United States customers, under the Fair Credit Billing Act, the same guarantee applies up to the sum of $50. Again your bank cannot hold you liable for any more than this amount.

LINKS TO MORE INFORMATION

Electronic Frontier Foundation - Protecting rights and promoting freedom in the electronic frontier.
Electronic Privacy Information Centre - CDT works for public policies that advance civil liberties and democratic values in new computer and communications technologies.
Privacy Forum - A moderated digest for the discussion and analysis of issues relating to the general topic of privacy. You own your own Web - Privacy, Free Expression and Ethics on the Internet.