Last updated: May 2026

Welcome to the Penelope Chilvers website at penelopechilvers.com (the “Site”). The Site is operated by Penelope Chilvers Limited (“Penelope Chilvers”, “we”, “us” or “our”).

These Terms & Conditions govern:

• your use of our Site;
• your purchase of products from us through the Site; and
• any communications between you and us relating to the Site or our products.

Please read these Terms carefully before using our Site or placing an order. By using our Site, you confirm that you accept these Terms and agree to comply with them.

If you do not agree to these Terms, you must not use our Site.

This End of Season we are offering up to 50% off a select range of products. Discounts are shown on the product page and will automatically be applied to eligible products.  

 The End of Season promotional products cannot be purchased in conjunction with any other offer or promotion code. These offers and discounts are not exchangeable for cash and are not transferable. Returned items will be refunded at the discounted price paid. This does not affect your statutory rights.   

Penelope Chilvers reserves the right to (i) cancel an offer at any time; (ii) cancel or refuse any individual's benefit from it; (iii) amend these terms and conditions; and (iv) limit the number of code redemptions online. Penelope Chilvers reserves the right to refuse any order we deem invalid or fraudulent.  

Some products on promotion cannot be used in conjunction with other offers or discount codes. These offers and discounts are not exchangeable for cash and are not transferable. Returned items will be refunded at the discounted price paid. This does not affect your statutory rights. 

Penelope Chilvers reserves the right to (i) cancel an offer at any time; (ii) cancel or refuse any individual's benefit from it; (iii) amend these terms and conditions; and (iv) limit the number of code redemptions online. 

Penelope Chilvers reserves the right to refuse any order we deem invalid or fraudulent. 

Penelope Chilvers Limited is a company registered in England and Wales under company number 06855823.

Registered office:
69 Duke Street
Mayfair
London
W1K 5NX
United Kingdom

Email: customerservices@penelopechilvers.com
Telephone: +44 (0)20 8969 2506

We may update these Terms from time to time.

Any changes will take effect when posted on the Site. Please check these Terms regularly to ensure that you understand the terms that apply at the time of your use of the Site or purchase of products.

These Terms should be read together with our:

• Privacy Policy;
• Cookie Policy;
• Delivery Policy;
• Returns Policy; and
• Warranty Policy.

These policies form part of our agreement with you.

By placing an order through our Site, you confirm that:

• you are legally capable of entering into binding contracts;
• you are at least 18 years old or have permission from a parent or guardian;
• the information you provide is true, accurate and complete; and
• you are purchasing products for personal use and not for resale unless expressly agreed by us in writing.

We reserve the right to refuse, cancel or limit any order at our discretion, including where we suspect fraudulent activity, unauthorised resale, abuse of promotions or a breach of these Terms.

You may choose to create an account on the Site.

You are responsible for:

• maintaining the confidentiality of your account credentials;
• restricting access to your devices and account; and
• all activity carried out under your account.

If you believe your account has been accessed without authorisation, please contact us immediately.

We reserve the right to suspend or terminate accounts where we reasonably believe these Terms have been breached.

We take reasonable care to ensure that product descriptions, images, measurements and pricing are accurate.

However:

• colours may vary depending on your screen or device settings;
• natural materials such as leather and suede may display variations in texture, grain and colour;
• handcrafted products may vary slightly from images shown; and
• packaging may vary from that shown on the Site.

All products are subject to availability.

We reserve the right to discontinue products or amend specifications at any time without notice.

Prices displayed on the Site are shown in the currency selected on the Site and include VAT where applicable unless otherwise stated.

If you are ordering for delivery outside the United Kingdom, your order may be subject to import duties, taxes, customs fees and other local charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are your responsibility.

We are not responsible for delays caused by customs clearance procedures.

We reserve the right to change prices at any time, but changes will not affect orders already accepted by us.

Despite our best efforts, some products may occasionally be incorrectly priced. If we discover a pricing error, we reserve the right to cancel the order and refund any payment received.

When you place an order, you will receive an email acknowledging receipt of your order. This acknowledgement does not mean that your order has been accepted.

A contract between you and us is formed only when we dispatch your order and send you a dispatch confirmation email.

We reserve the right to:

• refuse or cancel orders;
• limit quantities purchased;
• refuse orders that appear to be placed by resellers or distributors;
• refuse orders where payment authorisation cannot be obtained; and
• cancel orders where products are unavailable or incorrectly priced.

If we cancel your order after payment has been taken, we will refund you in full.

We accept payment through Shopify Payments and other approved payment methods displayed at checkout.

Available payment methods may include:

• major credit and debit cards;
• Apple Pay;
• Google Pay;
• Shop Pay;
• PayPal; and
• other local payment methods made available through our checkout.

By placing an order, you confirm that:

• the payment method belongs to you or you are authorised to use it; and
• all payment information provided is accurate.

Payments are subject to validation checks and authorisation by the payment provider.

We use third-party payment providers to process transactions securely. We do not store complete payment card details on our systems.

Your bank or card issuer may charge additional fees including foreign transaction fees or currency conversion fees. These charges are your responsibility.

Promotions, discount codes and offers:

• are subject to availability;
• may be withdrawn or amended at any time;
• cannot usually be combined with other offers unless expressly stated;
• are non-transferable and have no cash value; and
• may be limited to one use per customer.

Returned items purchased using a promotion will be refunded at the discounted purchase price paid.

We reserve the right to reject the use of any promotional code where we reasonably suspect misuse, fraud or breach of these Terms.

We may offer digital or physical gift cards from time to time.

Gift cards:

• are non-refundable except where required by law;
• cannot be exchanged for cash;
• may be subject to expiry dates or additional terms communicated at the time of purchase;
• should be treated as cash and will not usually be replaced if lost, stolen or used without permission; and
• may only be redeemed in the currency and region specified at the time of issue.

We reserve the right to refuse, cancel or hold gift card transactions where we reasonably suspect fraud, misuse or unauthorised activity.

Delivery times provided on the Site are estimates only and are not guaranteed.

Risk in the products passes to you upon delivery.

Ownership of the products transfers to you once:

• full payment has been received; and
• the products have been delivered.

You are responsible for ensuring that delivery information provided is accurate.

We are not liable for delivery delays caused by:

• customs procedures;
• courier delays;
• incorrect delivery information;
• adverse weather;
• strikes;
• force majeure events; or
• events beyond our reasonable control.

If a parcel is returned to us because delivery could not be completed, we reserve the right to charge additional shipping costs for re-delivery.Add text here

We sell products internationally using Shopify Markets.

Orders shipped to the United States and European Union are generally sent on a Delivered Duties Paid (DDP) basis, meaning that applicable import duties and taxes are collected at checkout where required.

Orders shipped to other international destinations may be sent on a Delivered At Place (DAP) basis. For DAP shipments, you are responsible for any import duties, taxes, customs charges or local fees imposed by the destination country.

If you refuse to pay applicable duties or taxes and a shipment is returned to us, we reserve the right to deduct any return shipping costs, customs charges or carrier fees from your refund.

You are responsible for ensuring that products ordered comply with local laws and import requirements in your destination country.

We reserve the right to refuse orders to certain territories.

Where local laws provide you with additional mandatory consumer rights, nothing in these Terms limits those rights.

If you are a consumer residing in the United Kingdom or European Economic Area, you may have the right to cancel your order within 14 days without giving a reason.

The cancellation period expires 14 days after the day on which you receive the products.

To exercise your cancellation right, you must notify us clearly by email at customerservices@penelopechilvers.com before the cancellation period expires.

You must return the products to us within 14 days of notifying us of cancellation.

Products must be returned:

• unused;
• in their original condition;
• with original packaging; and
• with all tags and accessories included.

Refunds will be processed in accordance with our Returns Policy.

Your statutory rights are not affected.

Please refer to our Returns Policy for full details regarding returns, exchanges and refunds.

We reserve the right to refuse returns that:

• are returned outside the stated return period;
• show signs of wear, use or damage;
• are not returned in original condition; or
• do not comply with our Returns Policy.

Refunds will be made to the original payment method used for purchase.

Certain products may be covered by a separate Warranty Policy.

Any warranty offered by us is in addition to your statutory rights and does not affect those rights.

All content on the Site, including:

• text;
• graphics;
• photographs;
• videos;
• logos;
• trademarks;
• product names;
• designs;
• software; and
• other materials,

is owned by or licensed to Penelope Chilvers and is protected by intellectual property laws.

You may use the Site for personal, non-commercial use only.

You must not:

• reproduce;
• copy;
• distribute;
• modify;
• scrape;
• data mine;
• commercially exploit; or
• otherwise use

any content from the Site without our prior written consent.

“PENELOPE CHILVERS” and associated logos and branding are trademarks of Penelope Chilvers Limited.

You agree not to:

• use the Site unlawfully or fraudulently;
• interfere with the operation or security of the Site;
• introduce viruses, malware or harmful code;
• use automated systems or software to extract data from the Site;
• attempt unauthorised access to our systems;
• misuse promotions or referral schemes; or
• use the Site in any way that may damage our reputation.

We reserve the right to suspend or restrict access to the Site if these Terms are breached.

The Site may allow you to submit reviews, photographs, comments, social media content or other materials (“User Content”).

If you submit User Content to us, you confirm that:

• the content is accurate;
• you own or control the rights to the content;
• the content does not infringe third-party rights; and
• the content is not unlawful, offensive, defamatory or misleading.

By submitting User Content, you grant us a worldwide, non-exclusive, royalty-free, transferable licence to use, reproduce, modify, publish, display and distribute that content across our websites, social media channels, marketing materials and advertising.

This licence includes the right for us to use your name, social media handle, likeness and associated imagery where provided.

We reserve the right to monitor, moderate, remove or refuse User Content at our discretion.

The Site may contain links to third-party websites, services or applications.

We are not responsible for:

• the content of third-party websites;
• the availability of third-party services; or
• losses arising from your use of third-party websites or services.

Your use of third-party services may be subject to separate terms and privacy policies.

We do not guarantee that:

• the Site will always be available;
• the Site will be uninterrupted or error-free; or
• the Site will be secure or free from bugs or viruses.

You are responsible for using appropriate virus protection software and security measures.

We may suspend, withdraw or modify the Site at any time.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under applicable law, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• breach of statutory consumer rights.

Subject to the above, we shall not be liable for:

• indirect or consequential losses;
• loss of profits;
• loss of revenue;
• loss of business;
• loss of opportunity;
• loss of anticipated savings;
• loss of goodwill; or
• loss of data,

arising out of or in connection with your use of the Site or purchase of products.

Our total liability to you in relation to any order shall not exceed the total amount paid by you for the relevant products.

Nothing in these Terms affects your statutory consumer rights.

We are not responsible for delays or failures caused by events beyond our reasonable control, including:

• natural disasters;
• strikes;
• industrial disputes;
• transport disruptions;
• war;
• terrorism;
• cyber attacks;
• epidemics or pandemics;
• governmental action; or
• failures of telecommunications or internet services.

We process personal information in accordance with our Privacy Policy and Cookie Policy.

Our Site uses cookies and similar technologies to:

• enable core functionality;
• improve user experience;
• analyse traffic and performance; and
• support marketing and advertising activities.

You can manage your cookie preferences through our cookie management tool or your browser settings.

We are committed to making our Site accessible and user-friendly.

If you experience difficulty using our Site or accessing any content, please contact us at customerservices@penelopechilvers.com.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

If we delay or fail to enforce any right under these Terms, this does not mean we waive that right.

These Terms, together with any policies expressly referred to in them, constitute the entire agreement between you and us relating to the use of the Site and purchase of products.

These Terms are governed by the laws of England and Wales.

If you are a consumer, you may also benefit from mandatory protections provided by the laws of your country of residence.

Any disputes shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless otherwise required by mandatory local consumer laws.

If you have any questions regarding these Terms or your order, please contact:

Customer Services
Email: customerservices@penelopechilvers.com
Telephone: +44 (0)20 8969 2506

Penelope Chilvers Limited
69 Duke Street
Mayfair
London
W1K 5NX
United Kingdom