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.
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 [email protected].
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 [email protected].
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 [email protected] 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.
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