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Frequently Asked Questions
Orders
How Much Import Duty Or Tax Will I Have To Pay?
For orders outside of the UK, duty may be payable on receipt of your order. For a “Duty-Free” and “Duty Payable” guide for your home country, please visit your local customs website or https://www.simplyduty.com/. You are responsible for paying duties when importing from the UK into your home country.
Why Is My Country Not Listed At Checkout?
For the USA & Canada, please shop our $ website https://penelopechilvers.com/us/. For the EU, please shop our € website https://penelopechilvers.com/eu/. For all other countries, please shop or £ website https://penelopechilvers.com
Does My Order Include VAT, Sales Tax Or Import Duties?
If your order is shipped to a UK address (excluding Channel Islands and Isle Of Man) it will include VAT at the prevailing rate which is included in the price shown on the website. For all orders outside of the UK, the price shown at checkout DOES NOT include VAT, Duties, or any Sales Taxes. If applicable, these will be payable on delivery.
Why Is There 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 at 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, DPD 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 3 pm (GMT) Monday – Friday) and standard delivery 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 at customerservices@penelopechilvers.com.
Which Stores Can I Collect My In Store Collection From?
This service is not available at the moment.
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 My Promotional Codes On Sale Items ?
You can use your promotional codes on full price items unless specified.
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 and then 2 working days for the refund to be processed. The refunded money should show in your bank account within 3 business days and can take longer with 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 the 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 postage to Penelope Chilvers for any exchange or return. 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 online order to either one of our London stores however the refund can take up to 5 business days to process.
How Long Do I Have To Return My Online Sale Order?
You have 14 days to return your online sale order to receive a 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
Gift Card
How do I buy an E-Gift voucher?
To buy a Penelope Chilvers E-Gift voucher, please shop here Gift Card
How do I check the balance of my E-Gift voucher?
To check your balance, please visit Gift Card Balance in the footer menu below.
Where can I use my E-Gift voucher?
The E-Gift voucher can be used at penelopechilvers.com. An E-Gift voucher can also be used in store.
I have an E-Gift voucher in GBP currency. Can I use this on the USD website?
The currency denomination can only be used on the corresponding website (e.g. £ can only be used on the GBP website).
Can I exchange my E-Gift voucher for cash?
Your E-Gift voucher cannot be exchanged for cash and can only be used to make a purchased.
Can I use a promo discount code when I buy a E-Gift voucher?
No, you cannot use a promo discount code to buy an E-Gift voucher.
I have lost my E-Gift voucher, what should I do?
Please treat your E-Gift voucher with care. We will not accept liability for lost, stolen or damaged cards. Please contact customerservices@penelopechilvers.com and they will endeavour to help.
When does my E-Gift voucher expire?
E-Gift voucher expire 12 months from date of purchase.
Can I extend my E-Gift voucher expiry date?
In some exceptional circumstances, we can extend expiry dates providing you contact us before the E-Gift voucher expires. Please contact customerservices@penelopechilvers.com for further help.
How do I use my E-Gift voucher on your website?
To use an E-Gift voucher, you will be asked to enter your E-Gift voucher unique number at checkout and your purchase will be discounted by the E-Gift voucher value.
I purchased an item using an E-Gift voucher and I have returned it for a refund. How will I receive my refund?
We will refund the amount to your E-Gift voucher.
What can I buy with my E-Gift voucher?
You can buy anything from the Penelope Chilvers stores or website.
What is the maximum E-Gift voucher amount?
£1000/€1000/$1000.
Is the E-Gift voucher secure?
The E-Gift voucher number can be used by anyone. Please keep it secret and confidential.
What are your E-Gift voucher “Terms & Conditions”?
For full Terms of Use of Penelope Chilvers gift cards please see our Gift Card Terms & Conditions
Can multiple E-Gift vouchers be redeemed at the same time?
For online purchases you cannot redeem multiple E-Gift vouchers within the same order. Only one E-Gift vouchers can be used in combination with the remaining balance via your normal online payment method.
What happens if I enter the wrong e-mail address when purchasing an E-Gift vouchers?
Please be extra careful when typing in the recipient’s email address as Penelope Chilvers will accept no responsibility for errors. If you do make a mistake, please contact use immediately at customerservices@penelopechilvers.com and we will try to cancel and reissue the E-Gift vouchers.
Can I cancel my E-Gift voucher order?
Please make sure you check all details when placing your order, since we are unable to issue a refund.
Are E-Gift voucher pre-denominated?
No, they can be loaded with any value up to £1000/€1000/$1000.
Sustainable Packaging
Do you use plastic packaging?
No, we do not use any plastic packaging.
What is your packaging made from?
All our packaging is made from paper.
Where is your packaging made?
Carrier & postage bags and are made in the UK. Shoe boxes are made in Spain.
What are they made of and is it recycled material?
We use both Virgin Kraft paper and recycled materials. We are working towards using 100% recycled materials.
Is your packaging 100% recyclable?
Yes, all our packaging is 100% recyclable.
Is your packaging from sustainable resources?
Yes, the paper used always comes from a sustainable source.
Are your postage bags waterproof, if yes, how and is it environmentally friendly?
Whilst the paper is not waterproof, it will protect the contents if left in the rain for a short period of time. The 2-ply construction is strong, and they are also biodegradable.
Are the packaging factories compliant with labour and environmental laws and regulations?
Yes, our supplier ensure that all factories are compliant.
Do the factories use green power?
We are working towards using 100% Green power by the end of 2021.
