FAQs

 

General FAQs

How can I contact Customer Services?
If you have any questions about our products or your order, you may contact our customer services team as follows:

  • In writing to: Penguin Shop, One Embassy Gardens, 8 Viaduct Gardens, London, SW11 7BW, UK
  • By email: info@penguinshop.co.uk

I want to know more about a product 
Product FAQs can be found below. Alternatively, you can contact us for more information.

Can I purchase a Penguin Shop giftcard?
Yes, our gift cards are £10, £25, £50, £100 and have no additional processing fees. They are available here. 

Orders and delivery

How long does delivery take?
Please see our Delivery and Returns page for full delivery details.

How much does delivery cost?
Please see our Delivery and Returns page for full delivery details.

What payment methods do you accept?
We accept debit and credit Visa and Mastercard and American Express.

How do I amend my order or shipping information?
As soon as you place your order and complete your payment, your order will be sent to our warehouse and we will be unable to prevent your items being dispatched to you. If you have any questions please contact us. 

I’m getting an error during the checkout, how do I know if my order has been successful?
If you don’t receive an email confirmation from the Penguin Shop please contact us for advice. 

Can I see my purchase history?
Unfortunately this option isn't currently available.  

 

Returns and refunds

What is your returns policy? 
You must return any unwanted products in original packaging within 14 days of delivery. Returns after this time will not be accepted. Please see our Delivery and Returns page for details. Returns will be at your own cost. 

What is your refund policy? 
If you are eligible for a refund we will credit the card that you made payment with within 10 business days following our receipt of the returned product(s). Please see our Terms and Conditions for full details.

How do I cancel my order? 

You may cancel your order up to 1 hour after placing the order. However, all orders are sent directly to our fulfilment centre and due to the quick turnaround, we are unable to ensure the cancellation of your order. We process cancellations manually and only during regular business hours (weekdays, 9:00 am - 5:00pm).

If your order has already been dispatched, please follow our Return & Refund Policy once you receive the package. If you are able to refuse delivery of the order, it will be returned to us at no cost to you. 

Additionally, made-to-order items are non-cancellable.

Please see the 'Cancelling Your Order' section of our  Terms and Conditions for full details.

Are there any products I cannot cancel or return?
You cannot cancel or return the following items:

  • audio, video or computer software products that have been removed from the sealed packaging in which they were delivered
  • any bespoke or personalised items which have been created specifically for you
  • Penguin Prints
  • Isokon Penguin Donkeys
  • Wooden Bookends

I received the wrong product. 
We apologise for any inconvenience caused. Please contact us so that we can rectify this as swiftly as possible. 

My product is faulty or has arrived damaged.
We apologise for any inconvenience caused. Please contact us so that we can help you further. 

 

Product FAQs

Tote Bags

What are the tote bags made out of?
100% cotton.

What are the tote bag measurements?
300mm (W) x 345mm (H) x 5.5mm (D). Handles 25mm x 700mm.

Is there a closure to the bag?
There is a metal popper closure.

Are the tote bags machine washable?
They are hand wash only.

Does the tote bag come packaged?
It comes packed in a clear polybag, and will be packaged appropriately for dispatch.

Mugs

What size are the mugs?
The mugs are 900mm high with a diameter of 800mm.

Do the mugs come in a presentation box?
Yes they come in a corrugated gift box.

What are the mugs made out of?
White porcelain.

Are the mugs dishwasher safe?
Yes.

Are the mugs microwave safe?
Yes.

Prints

What are the dimensions for the prints? 

Small - 30cm x 40cm
Medium - 45cm x 60cm
Large - 60cm x 80cm
Extra Large - 75cm x 100cm

There will be a 10% border on the longest side, and the short side border will vary. 

*All sizes are approximate

What about the dimensions of the print if I order it with a frame?

Prints ordered with a frame will have an additional 3cm approximately on each edge to account for the frame.

What are the prints printed on?

They are printed on matt 250gsm surfaced fine art paper. A very versatile high-quality paper made in Germany from acid and chlorine free wood pulp. The paper is manufactured on a Fourdrinier Machine, a process first perfected by and patented by the Fourdrinier brothers in 1803.

Are the prints glazed?

Yes. To protect our prints from light damage and bleaching, we present them behind a layer of cast acrylic. A high-quality material, it offers many benefits: including 92% optical clarity and 90% UV protection. What is more, as it is shatter-resistant, it is much safer than glass in your home or workplace. 

Isokon Penguin Donkey Mark 2

Care and Maintenance of your Isokon Penguin Donkey Mark 2

The Donkey is finished with PU lacquer which has a highly durable finish and will withstand moderate heat or wear and tear, but the following must be adhered to:

  • Donkeys are intended to store and display books and other small items. They are not designed to be sat on or stood on
  • Do not slide Donkeys across the floor. To move them, remove the contents and lift into place before refilling
  • Never place very hot items directly onto the furniture as the heat will damage the surface
  • Do not place plants or flowers on the furniture as any moisture or water leakage will mark the surface
  • Regularly move objects placed on the furniture to different positions to prevent light damage
  • Do not apply wax polish to the furniture. Clean grease and fingerprints with a little glass cleaner sprayed on to a cloth – not directly onto the furniture
  • Solvents should not be used on stains or spillages but removed with washing-up liquid. If the stain is stubborn, use a tiny amount of non-scratch cleaner and a small amount of furniture polish or wax applied sparingly to a cloth can then be used locally to restore the surface

 

Writing Workshop

Do I need to do any work before the workshop?
There is no need to prepare anything before the workshop but you are encouraged to visit your local library or a bookshop to look at a selection of picture books for format and inspiration.

Do I need to bring anything with me to the workshop?
Writing materials will be provided. If you have a favourite notepad, or prefer to write on a laptop, please do bring this with you. Alan also asks that you bring with you a favourite toy from your childhood, or a toy that belongs to your child or a relative, along with one of your favourite picture books.

Will dietary requirements be catered for?
Once you have booked a place on the workshop, please contact us if you have any dietary requirements.