FAQ's
Can I Refund Exchange, Change the Address or Change my Order on Sale Items?
If you have a genuine manufacturing issue that is approved by our team we will refund you for that item. If you change your mind we do not offer store credits, exchanges or refunds on sale items. Once your order is placed we cannot add to, change colours or sizes or amend addresses, please choose carefully as all sale items are final purchases.
Customer Service Hours
We are online and available from 10.00am - 3.00pm Monday to Thursday. Outside of these hours we will do our very best to come back to your enquiry as soon as possible. You can contact us here
Will my Product be Identical to the one on the Website?
Our Unique Repeat Prints: A World of Surprise!
At Penny Scallan, we believe every piece should be as unique as the little adventurer
carrying or wearing it. That is why our charming prints are created with a
'repeat print' method. This means what you see on our website is a delightful
sneak peek into the larger, whimsical world of our designs.
Each bag is a masterpiece in its own right, individually cut and meticulously
sewn together. This process ensures that while the print on your product will
resemble the one on our website, it will also boast its own individual
character - no two products that are printed all over are exactly alike!
Please note, due to this unique process, we cannot offer a choice of
specific animals or images on your specific bag - the one on our website has
been randomly chosen also and it is a fair representation of what the print
looks like. Your product will be a lovely surprise, a one of a kind treasure that
brings happiness and a touch of the unexpected to every journey.
Embrace the magic of individuality with our specially crafted products –
where every piece tells its own story.
How long will my order take to arrive?
We dispatch all orders within 24 hours. This may stretch out to 72 hours during our biggest sale periods of the year. Public Holidays are not included in our standard shipping days. We send via Parcel Post as our standard method of postage. Our warehouse is located in Adelaide SA.
Please see Australia Post Domestic Delivery times here
Please see Australia Post International Delivery times here
Can I exchange or refund my item?
If the product you ordered does not meet your expectations or you have changed your mind, we will exchange the product for something of equal value or offer you a store credit - this does not apply to items on sale (see below). Extra shipping will be payable to and from the warehouse.
We offer refunds if the product you have received has a manufacturing fault - your refund will be initiated once we have received the goods and they have been inspected (typically the same day as received) your refund will be credited back to original method of payment.
Sale Items
Please choose carefully as we do not offer refunds or exchanges on sale items.
Please contact Carrie or Rouge if you have any further questions or concerns - click on this link and it will open an email for you - hello@pennyscallan.com.au
Why Isn't My Discount Code Working?
Discount codes including Free Shipping will not work when we are on sale or we are offering special promotions.
What payment methods do you accept?
We accept American Express MasterCard, Visa, Union Pay, Shop Pay, G Pay, PayPal and Afterpay. We also accept Apple Pay when purchasing via your mobile phone.
Where can I find out about special offers and promotions?
Stay in the loop with our latest specials and promotions by creating an online account and/or subscribing to our email newsletters. Be among the first to discover our latest products and enjoy exclusive offers by joining us on Instagram (@pennyscallandesign) or Facebook (Penny Scallan Design).
Do I need to set up an account to order?
Creating an account prior to ordering is not a necessity; however, establishing an account can make life easier in a few ways - you can check on the status of your order simply by logging in. For future purchases, your account allows you to swiftly reorder items from your previous purchases with just a single click.
I have forgotten my password, how can I find out what it is?
Not a problem, simply go to your account in the top right hand corner of our website (the little icon that kind of looks like a person) and you will see under the box where you would type in your password a link that says forgot password click on that and follow the prompts. Or feel free to contact Carrie at hello@pennyscallan.com.au and they will help you out.
Do you store my information when I make an order?
In order to process your order successfully and provide you with the best possible service, we do collect some information. However, payment details (credit card numbers etc) are not stored. We aim to ensure the highest possible privacy and security standards. View our Privacy Policy for more information.
What security do you have on your website?
Our website uses 128-bit encryption. It has SSL security, which can be verified by the padlock at the base of your browser page. Secure Sockets Layer, SSL, is the standard security technology for creating an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browser remains private and integral.
How do I become a Penny Scallan retail stockist?
Please contact us today Carrie at hello@pennyscallan.com.au or call on 03 5222 18670
Does Penny Scallan still have a Factory Outlet Store?
Our Factory Outlet Store is no longer open. All specials are on our sale page which can find here
