SHIPPING CHARGE POLICY

UK MAINLAND SHIPPING

We use Amazon Warehouse Dispatch and Royal Mail for all UK deliveries. 

UK mainland is defined as any UK address except the Highlands & Islands.

REGULAR SHIPPING

 

DELIVERY TIME

 

INTERNATIONAL EU SHIPPING

We use Amazon Warehouse Dispatch and Royal Mail for all International EU deliveries. 

The Countries within EU we dispatch to are:

France, Germany, Belgium, Ireland and Italy

REGULAR SHIPPING

 

DELIVERY TIME

 

 

RETURNS POLICY & DETAILS

Where goods have been delivered to The Customer in accordance with an order placed by them, but are subsequently not required, The Customer is required to return them to The Company (Penguin Trading) at The Customer's cost and to take reasonable care of those goods in the meantime.

 

RETURNING AN ITEM

All items being returned by The Customer must be unused and in original condition and packaging and items must be returned within 30 days of receiving the goods. If these conditions are met, Penguin Trading will issue a full product refund upon receipt of the good(s), or exchange items where required. In addition to this, customers are asked to include a copy of the packing slip/order ID stating the reason for the goods being returned, so as to prevent any further delay in processing the return.

Penguin Trading will only refund the delivery charge if the return is as a result of an internal error, or as a result of a genuine fault with an item, but instructions in these instances should be sought from the sales office first (happiness@penkwin.co.uk) In the case of faulty goods, faults can only be determined upon return i.e. receipt of your item and at the discretion of Penguin Trading. Penguin Trading cannot be made responsible for the loss of your items when returning them to us, however we do suggest that you return items via recorded post, to help you to track and trace the whereabouts of your parcel and cover yourself for any loss should it occur.

 

HOW DO I RETURN AN ITEM?

The Invoice sent with your order may also be used as a returns form. All you need to do is tell us why you are returning your item and what you would like us to do next (exchange, refund or other). For exchanges, please state the size, product type and delivery address of the item you require to enable us to deal with your request more efficiently.

Where possible, please send items back to us (ensuring the item is packed securely) via recorded delivery to:

 

RETURNS DEPARTMENT

Penguin Trading Ltd
Great Northern Road, Omagh,
FERMANAGH,
BT78 5LU,

United Kingdom

WHEN WILL I RECEIVE MY REFUND OR EXCHANGE?

When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request as stated on the Invoice enclosed with your item. Exchanges will be processed and dispatched immediately, unless there are any unforeseen problems with your returned item(s) e.g. out of stock. If there is any missing information or queries Penguin Trading will get in touch to retrieve the information required.

Refunds will be completed as soon as possible. These usually clear within 7 working days of us receiving your returned goods, however this can vary depending on payment method and bank provider used. Refunds are issued according to the way you originally purchased your items and are only processed after we receive your goods and the relevant checks have been made. Therefore a guaranteed time scale for refunds or exchanges cannot be specified. 

 

SPECIAL AND SALE ITEMS

In the interests of hygiene certain items cannot be accepted back unless faulty; these items include Silicone products and bunion splints/supports. If in doubt, please speak to the office before opening or using the item. Items purchased that have a Was and Now price are classed as being in a sale and can only be exchanged for other sizes, or for the original amount paid. If a different product is required then the additional cost of the ‘new’ item will be charged. All offers and discount codes are not applied to items in a sale. Promotional, media and discount codes are only available through the website (unless otherwise stated).

 

ACCOUNT INFORMATION FOR MEDICAL/TRADE ACCOUNTS

ACCOUNTS OUTSIDE THE UK

All international customers will be dealt with individually. All international trade discounts, payment terms, delivery arrangements and orders will be dealt with on a case by case basis and are subject to agreement/approval by the Penguin Trading Accounts team. Contact details are as follows: happiness@penkwin.co.uk

COPYRIGHT STATEMENT

All content on this site is protected by UK and international copyright laws. This means that no part of the site may be copied, reproduced, distributed, redistributed, modified displayed or performed without prior written consent by Penguin Trading Limited.

 

DISCLAIMERS

This site is provided as a shopping resource by Penguin Trading Limited. Penguin Trading Limited makes no express or implied warranties of any kind relating to the provision of information or service on or by this site. Penguin Trading Limited will not be liable for any damages of any kind arising from the use or misuse of this site or any of the information contained within it.

The content on this web site is provided for general information and reference purposes only and is not intended to substitute for advice given by a physician, pharmacist, or other licensed health-care professional. You should not use this information as self-diagnosis or for treating a health problem or disease. All exercises and information featured on this web site should only be reviewed / practiced under the supervision of a qualified healthcare professional. Products suggestions linked to injuries may be provided on the site but you must always refer directly to the product page for full product details and always consult a physician in the first instance, as the indications outlined may not always be relevant to your particular injury. 

 

THIRD PARTY WEBSITES

The website may contain links to other websites. We are not responsible for the privacy policies or practices of third party websites. 

 

 

--UPDATED PRIVACY POLICY--

Penguin Trading Ltd Privacy Policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.penkwin.co.uk (the “Site”).

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

    - “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

    - “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

    - “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number.  We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

 

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfil any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).  Additionally, we use this Order Information to:

Communicate with you;

Screen our orders for potential risk or fraud; and

When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

 

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above.  For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here:  https://www.shopify.com/legal/privacy.  We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here:  https://www.google.com/intl/en/policies/privacy/.  You can also opt-out of Google Analytics here:  https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

 

BEHAVIOURAL ADVERTISING

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you.  For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by visiting:

FACEBOOK - https://www.facebook.com/settings/?tab=ads

GOOGLE - https://www.google.com/settings/ads/anonymous

BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at:  http://optout.aboutads.info/.

DO NOT TRACK

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above.  Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

MINORS

The Site is not intended for individuals under the age of 18.

CHANGES

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at happiness@penkwin.co.uk or by mail using the details provided below:

Penguin Trading Ltd 
Great Northern Road, Omagh, 
FERMANAGH, 
BT78 5LU

 

DELIVERY POLICY 

All goods quoted for delivery shall be delivered to the address instructed by The Customer. The cost of goods delivered will be charged to The Customer as defined in the details of delivery charges in The Company's current price list, or on the web site. Although guidelines have been provided, specific times and dates for delivery cannot be guaranteed. The Company shall not be liable for any loss whatsoever caused by non-delivery or delay in delivery. Penguin Trading require a 14 working days waiting period before being able to trace, replace or refund lost items. 

 

CONTACT US

If you have any questions about this any of the Policies and Disclaimers or our treatment of your personal data, please email: happiness@penkwin.co.uk or write to us at:

Penguin Trading Ltd
Great Northern Road, Omagh,
FERMANAGH,
BT78 5LU