UK Returns Policy

Update to Our Returns Policy - Effective 12 GMT, 6th March 2025

From 6th March 2025, a £3 returns fee will apply to all UK orders. This means that any orders returned on or after this date will incur the fee, which will be automatically deducted from your refund when we process your return. 

Why We're Making This Change 

Returns carry an unseen environmental impact, with each one requiring transportation, handling, and repackaging.  

While we will continue to cover the majority of the cost, this £3 contribution helps us maintain the quality and craftsmanship you expect while encouraging more mindful purchasing. Thank you for your continued support in making considered choices.

Returns Policy

We hope you love your Penelope Chilvers purchase. However, if for any reason you are not completely satisfied, we will offer a refund providing:

It has been less than 21 days since you received your order (14 days for sale and promotional items).
You haven't damaged, altered, worn, stained or marked the item.
It is in resalable condition in its original packaging with any swing tags still attached.

Your return must be in transit with the courier within the returns period to be eligible for a refund

UK Postage Returns – How It Works

Step 1:
Visit the Returns Portal to process your return. You’ll need your order number and email address to receive a prepaid return label.

Step 2:
Pack your item(s) in a bag along with your Dispatch Note and attach the return label generated from the Returns Portal.

Step 3:
Head to your nearest Post Office. You can find your nearest location here.

Important:
Make sure to get a proof of postage receipt and keep it until your refund is processed. Please note, a £3 deduction will be applied to your refund for UK returns.

Need Help?
If you’re having trouble generating your return label, please contact us at customerservices@penelopechilvers.com.

What If I Lose My Paperwork?

Don’t worry, please just process your return via our return portal link above. If you have any further trouble, please contact customerservices@penelopechilvers.com.

What Happens Next

Your item will be inspected upon return and a refund will be processed. You will be informed by email once this process has been completed.

Although we endeavour to process returns as quickly as possible, it can take up to 72 hours once your parcel has arrived back with us. Please bear in mind that our warehouse is closed at weekends. Your refund should show in your bank account within 3 working days. Please contact your card issuer for further information. If you need to contact our Customer Service team, please be sure to include your Order Confirmation number and Royal Mail tracking details with your message.

Exchanges

If for any reason you wish to exchange an item, please return your original purchase for a refund and place a new order on our website. We offer free delivery on replacement orders. Please contact customerservices@penelopechilvers.com for a code.

Please Address All Returns To:

Penelope Chilvers C/O Torque

Standbridge Lane

Kettlethorpe

Wakefield

WF2 7YY

United Kingdom

Statutory Rights

Our UK Postage Return Service is provided in addition to your statutory rights under the Consumer Contract Regulations. We reserve the right to reject worn or damaged item(s) which are not returned as new. Rejected item(s) will be returned to you and may be subject to a redelivery charge.

US Returns Policy

Free Returns Policy

We hope you love your Penelope Chilvers purchase. However, if for any reason you are not completely satisfied, we will offer a free refund providing:

It has been less than 21 days since you received your order (14 days for sale and promotional items).
You haven't damaged, altered, worn, stained or marked the item.
It is in resalable condition in its original packaging with any swing tags still attached.

Your return must be in transit with the courier within the returns period to be eligible for a refund

How It Works

Step 1 - Click here to our Returns Portal to process your return. You will need your order number and email address for this.

Step 2 - Package your item(s) in one bag, enclosing the required paperwork and attaching the label.

Step 3 – Drop to your nearest DHL Drop Off Point (to find your nearest drop off point)

If you do not have a DHL drop-off location near to your home and are therefore unable to take advantage of our free returns offer then please return the parcel to us via USPS at your own cost. 

Important! Please obtain a proof of postage receipt and keep it until you have received your refund.

Please Note: If you need any further support, please email customerservices@penelopechilvers.com with your order number and query.

What Happens Next

Your item will be inspected upon return and a refund will be processed. You will be informed by email once this process has been completed.Although we endeavour to process returns as quickly as possible, it can take up to 5 days. Your refund should show in your bank account within 3 business days but can take longer. Please contact your card issuer for further information.

Exchanges

If for any reason you wish to exchange an item, please return your original purchase for a refund (follow steps above), then place a new order on our website. We offer free delivery on replacement orders. Please contactcustomerservices@penelopechilvers.comfor a code.

Please Address All Returns To:

Penelope Chilvers C/O Torque

Standbridge Lane

Kettlethorpe

Wakefield

WF2 7YY

United Kingdom

EU & International Returns Policy

Returns Policy

We hope you love your Penelope Chilvers purchase. However, if for any reason you are not completely satisfied, we will offer a refund providing:

It has been less than 21 days since you received your order (14 days for sale and promotional items).
You haven't damaged, altered, worn, stained or marked the item.
It is in resalable condition in its original packaging with any swing tags still attached.
Your return must be in transit with the courier within the returns period to be eligible for a refund

We regret to inform you that we do not offer a free return service for EU and ROW purchases. Please use our Returns Portal to guide you through your return. You will need your order number and email address for this.

Please Note: If you have any issues or questions, please email customerservices@penelopechilvers.com with your order number and query.

Please Address All Returns To:

Penelope Chilvers C/O Torque

Standbridge Lane

Kettlethorpe

Wakefield

WF2 7YY

United Kingdom

Please write 'BRITISH RETURNED GOODS’ on your parcel to ensure no further duty is applied to your return.

Please ensure the package is sent via a reputable courier on a tracked service at your cost. If you would like us to arrange a collection from your home or work address, please email customerservices@penelopechilvers.com and one of our Customer Service Team will advise you of the charge for this service.

What Happens Next

Your item will be inspected upon return and a refund will be processed. You will be informed by email once this process has been completed.Although we endeavour to process returns as quickly as possible, it can take up to 5 days. Your refund should show in your bank account within 3 business days but can take longer. Please contact your card issuer for further information.

Exchanges

If for any reason you wish to exchange an item, please return your original purchase for a refund and place a new order on our website. We offer free delivery on replacement orders. Please contact customerservices@penelopechilvers.com for a code.


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