Frequently Asked Questions
ORDERS
HOW MUCH IMPORT DUTY OR TAX WILL I HAVE TO PAY? For all orders shipped to an EU country, NO further duties are payable on receipt of the orders. For orders outside of the EU, duty may be payable on receipt of your order. For example, orders shipped to the USA up to $800 USD are "Duty Free". Orders above $800 USD will incur duty on delivery. For a “Duty Free” and “Duty Payable” guide for your home country, please visit https://www.simplyduty.com/. You are responsible for paying duties when importing from the UK into your home country.
WHY IS THERE A VARIANCE IN PRICE BETWEEN £, $ AND €? The retail selling price may vary between currencies (£$€) from time to time. Price variation may occur due to currency exchange fluctuation and other variable operating costs by market. For further information, please do not hesitate to contact us customerservices@penelopechilvers.com.
I AM SHIPPING INTERNATIONALLY, WHY IS THE SELLING PRICE THE SAME AS THE UK? International orders do not include UK VAT. We do not reduce our international retail selling prices as the additional shipping and operating costs are significantly higher.
WHEN WILL I RECEIVE MY ORDER? If you are in the UK, your order will be delivered by Royal Mail, UK Mail or another reputable courier Monday – Saturday and will require a signature upon delivery. Express orders take 24 – 48 hours to be delivered (if ordered by 12pm Monday – Friday) and standard delivery usually takes 3 – 5 days but can sometimes take longer in busy periods.
AM I ABLE TO TRACK MY ORDER? Yes. Once we dispatch your order for delivery you will receive a unique tracking number by email. Once you receive the tracking number you can check the status of your shipment.
CAN I CANCEL OR AMEND MY ONLINE ORDER? Should you wish to change or cancel your online order after it has been placed, please contact our Customer Service team. Our Customer Service team is avalible Monday to Friday 9am and 6pm (GMT).
WHICH STORES CAN I COLLECT MY IN STORE COLLECTION FROM? In store collection orders are available to collect from both our Mayfair or Notting Hill store.
HOW LONG WILL MY IN STORE COLLECTION TAKE TO ARRIVE? In store collection orders are delivered from our warehouse twice a week. You will be emailed when your order is ready to collect from the selected store.
CAN I GET AN EXCHANGE FOR MY ONLINE ORDER? We can process an exchange for a different size in the same product and colour but cannot exchange for a different product. If you would like to exchange for a different product, please send your original product back for a refund and place a new order online.
CAN I GET AN EXCHANGE FOR MY IN STORE PURCHASE? You can exchange your purchase in store for an alternative product in either of our London stores for the same or greater value.
CAN I USE MULTIPLE PROMOTIONAL CODES? You can only use one promotional code at a time on the website. All promotional codes are valid for a limited time only and are subject to terms and conditions.
DELIVERY & RETURNS
HOW LONG WILL IT TAKE TO PROCESS MY REFUND? Although we endeavour to process returns as quickly as possible returns can take 2-3 days to be processed once received in our warehouse and then can take up to 7 days for the refund to be processed. The refunded money should usually show in your bank account within 3 business days but can take up to 10 business days to be received by certain banks.
CAN I TRACK MY RETURN? If you are within the UK you can track your return by entering the tracking number here. If you are returning an item from outside the UK please ensure you keep reference of your tracking number.
HOW DO I RETURN OUTSIDE OF THE UK? Currently we only offer free returns within the UK therefore the purchaser is responsible for the delivery back to Penelope Chilvers on any exchange or return. If you a returning an order from outside the EU please ensure the package is clearly marked with 'BRITISH RETURNED GOODS’. Please note we are unable to refund any delivery, custom taxes or duties incurred outside of the UK.
CAN I GET AN EXCHANGE?We can process an exchange for a different size in the same product and colour but cannot exchange for a different product. If you would like to exchange for a different product please send your original product back for a refund and place a new order online.
CAN I RETURN MY IN STORE COLLECTION IN STORE? You can return your in store collection to either one of our London stores however the refund can take up to 7 business days to process.
HOW LONG DO I HAVE TO RETURN MY ONLINE SALE ORDER? You have 28 days to return your online sale order to receive a full refund.
HOW LONG DO I HAVE TO RETURN MY IN STORE SALE PURCHASE? We only offer an exchange or credit note on all in store purchases.
I HAVE LOST MY RETURNS NOTE. HOW DO I GET A REPLACEMENT? Please print this replacement return note. In order to ensure your return is processed in a timely manner please include all of your original order information on the returns note.
For further information please see our delivery & returns page.
PRODUCT
ARE YOUR SHOES & BOOTS WATERPROOF? Unless specifically indicated in the Product Description, our shoes and boots are not waterproof. Our leathers have a level of natural water repellence because leather has oil at it's surface but should be treated with a protecter spray before initial wear. Our Inclement boot styles are water resistant and weather proof due to a Sympatex™ membrane interior that is water resistant, breathable and warm. None of our materials have been weather proofed before sale. It is the responsibility of the end consumer to weather protect. We advise that textile shoes should only be worn in the lightest of rain due to their delicate nature and natural jute soles should not come into contact with water at any time.
WHAT IS THE DIFFERENCE BETWEEN A NELSON AND OSCAR? Our Nelson and Oscar styles share the same almond toe shape last so, essentially have the same great fit*. They are both inspired by the classic Chelsea boot style but differ as follows; the Nelson boot is designed with exposed elastic guessets and the Oscar boot is always designed with covered elastic gussets.
*Both styles fit as a Mid Fit when unlined or lined with leather and both styles will fit as a True Fit when lined with fleece. Please check our Size Guide for size recommendation.
CAN YOU ADD ME TO THE WAITING LIST? Please email customerservices@penelopechilvers.com with the product, colour and size you are after. We will then contact if/when the product is available again.
THE PRODUCT I WANT IS OUT OF STOCK ONLINE, WILL YOU BE RECEIVING ANYMORE? We often place re-orders on our best-selling products. Please email customerservices@penelopechilvers.com with the product, colour and size you are after to find out if we will be receiving a re-order. Alternatively call our Mayfair & Notting Hill stores to find out if they have the product available in store to purchase over the phone.
Mayfair +44 (0) 20 7491 9555
Notting Hill +44 (0) 20 7221 2363
THE PRODUCT I WANT IS OUT OF STOCK ONLINE, DO YOU HAVE ANY AVAILABLE IN STORE? Our Mayfair & Notting Hill stores may have the product available in store, please call our Mayfair & Notting Hill stores to find out if they have the product available in store to purchase over the phone.
Mayfair +44 (0) 20 7491 9555
Notting Hill +44 (0) 20 7221 2363
For further information on store locations & opening hours please see our stores page.
