Delivery & Returns

UK Postage

We post most working days. The Royal Mail 2nd class service we use is expected to take 3-4 working days but can be up to 5 days due to a recent rule changes.

Currently, we post only within the UK.

Returns

Our 14-day return policy means you have 14 days after receiving your item to request a return.

Please contact us via email at cynefin@penmaenmawrmuseum.co.uk to arrange your return and refund or if you have any questions about your return.

Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags where relevant, and in its original packaging. You’ll also need proof of purchase, order or delivery document.

Please note that returns will need to be sent to the following address: Penmaenmawr Museum, The Old Post Office, Conwy Old Road, Penmaenmawr, LL34 6UU.

Damages and issues

When you receive your order, please check it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like personal care goods (such as soaps and beauty products). When you email us at cynefin@penmaenmawrmuseum.co.uk regarding your return, we can advise on your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get a replacement is to return the item you have, and once the return is accepted (see below) make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your returned item and will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@penmaenmawrmuseum.co.uk.