Terms And Conditions

These terms and conditions apply to the use of this website at www.penwizard.com (the "Website"). By accessing this website and/or placing an order, you agree to be bound by these terms and conditions. 

Whether or not you register with or order from us, using this website indicates that you accept these terms and conditions. If you do not accept these terms, do not use this website. 

The www.penwizard.com website is operated by Penwizard Limited, a company registered in England and Wales. Our company registration number is - 4952794. Our Australian business number is - 99 624 106 814.

Any reference in these terms and conditions to "we" or "us" refers to Penwizard Limited.


Ordering From Us

You are considered to place an order with us by ordering via our online checkout process. Subsequently, an acknowledgement detailing the products you have ordered will be sent by email.

When we ship the order the purchase contract will be made even if your payment has been processed immediately, unless we have notified you that we do not accept your order or you have cancelled your order. 

We may refuse to accept an order:
(a) Where we cannot obtain authorisation for your payment; 
(b) If there has been a pricing or product description error. 



Where applicable, prices include VAT at the current rates. However, there is no VAT applicable on children's books.

GST is inclusive in the retail price.

Penwizard is a UK registered company, and our bank account is registered in the United Kingdom. As orders placed on our Australian website are charged in AUD, there may be a small transaction fee charged depending on your bank or building society.

Where we charge separately for postage, packaging and other relevant charges, the appropriate rates are set out in our specified pricing structure shown elsewhere on this Website. 



We will deliver your order to the shipping address you specified when placing your order. If any of the details you have given in your shipping address are incorrect, we are not liable for any items which have not been received.

You can specify a different shipping address from that of your billing address, if, for example, you would like us to deliver the products directly to a relative or friend. 

Delivery of personalised items is usually within 10 working days of confirmation of shipment of your order. Our normal working hours are Monday to Friday 9am - 5pm, and all delivery and shipping timescales quoted on the website do not include weekends or public holidays.

We do suggest not using PO Box addresses for delivery.

If you do not receive your order(s) within 28 days of the date on which you ordered them, we shall have no liability to you unless you notify us by email at help@penwizard.com of the problem within 30 days of the date on which your order was placed. 

All of our products are dispatched via Australia Post, Aramex or iCumulus. If you haven't received your items, please check with your local sorting office even if you haven't received notification from your postman that they're holding items for you.

In the event that we reproduce an item for you, and subsequently the original is returned as undelivered by the delivery company, we reserve the right to charge an administrative fee up to 50% of the sales price of the reproduced product. 

We reserve the right to wait up to 10 working days from the date of shipment before replacing an undelivered item. 

Please Note: We will not be held liable for any late deliveries if delay occur by causes beyond our reasonable control including without limitation a) fire b) severe weather conditions c) industrial dispute d) strike or labor dispute.


Order Cancellations

For most items, you have the legal right to cancel your order within 7 working days of receiving the goods. However, this does not apply to items which we have made, personalised or customised specifically for you. 

If you wish to cancel your order please notify us immediately by emailing to help@penwizard.com. If your order has already been sent to print we will not be able to cancel it.

Please Note: In order to provide a fast, effiecient service, all products are immediately sent for production. Please check your order on screen and the confirmation email carefully as we cannot refund products which have been mis-spelt or that contain other personalisation errors that are not the fault of the company, such as selecting the incorrect gender.

We reserve the right to cancel your order at any time and issue a full refund.

The provisions of this clause do not affect your statutory rights.


Order Satisfaction

We are confident that you will be happy with the quality of our products. However, if you are not fully satisfied with a product for any reason, please contact us at help@penwizard.com. Due to the personalised nature of our products, we cannot accept returns based on customer input errors (e.g. typos, layout, personalisation errors).

In the case of Penwizard's error, be assured that we will remedy the error as quickly as possible. Once notified of our error, we will do our best to rectify the situation in the best way possible. 

If you select a full refund, we will ask that you please return the order in its original form and packaging. We will issue a refund as soon as we receive your item. We reserve the right to reject any returns and exchanges that do not meet these conditions.

We are unable to re-sell personalised items as they are individual to each order and therefore we cannot accept returns if you have a change of mind.

Please Note: The parcel can take up to 10 working days to be returned to our printer. Please allow 10 working days from the date you returned your order for a response from us. 

Any postage costs for returns for refund consideration are at the cost of the customer. We will only hold liability if we require you to send the book back due to a production error.



If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

We are unable to refund for unused discount codes.

Only one discount code can be used per order and discount codes will not work in conjunction with one another.

Discounts are applied to the order total before shipping, shipping costs are not included.

Multi-Purchase offer is valid on all personalised books. Offer is deducted before shipping costs, and does not include shipping. Offer ends at 11pm Tuesday, 28th December 2021.


Faulty Items

If the item you received is faulty, please contact our customer service team quoting your order number, your name and address, details of the product fault, and a photo of the fault(s). We will then advise on how to proceed.

If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.

Returns Address
400 George Street,

Service Access

While we endeavour to ensure that this Website is available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period. Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control. 


Visitor Material

We reserve the right to store your personal details; however we do not store any card details. 



While we endeavour to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this Website. We may make changes to the material on this Website, or to the products and prices described in it, at any time without notice. The material on this Website may be out of date, and we make no commitment to update such material. 



We and any of our group companies and the officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party in connection with this Website in any way or in connection with the use, inability to use or the results of use of this Website, any websites linked to this Website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this Website or your downloading of any material from this Website or any websites linked to this Website. 



You may not assign, sub-license or otherwise transfer any of your rights under these terms and conditions. 

Our contact details are as follows: 

Trading Address
Penwizard Ltd
Unit 9 Spice Court
Ivory Square
SW11 3UE

Customer Service

If any provision of these terms and conditions is found by any court of competent jurisdiction to be invalid, the invalidity of that provision will not affect the validity of the remaining provisions which shall continue to have full force and effect. 

Only the parties to these terms and conditions may seek to enforce them. Nothing in these terms and conditions is intended as granting any persons who are not parties to these terms any rights under the Contracts (Rights of Third Parties) Act 1999.


Updated September 2021.