Coronavirus – information for our customers

We would like to keep you updated on the steps we are taking. Despite everything going on around us, we are doing our best to continue to deliver excellent customer service.

FAQs: your questions, answered

Is penelopechilvers.com still operating?

Our website continues to be fully operational and we are still delivering to countries across the world as normal.

Will my order arrive on time?

We are working with our partners to ensure that all orders will be delivered on time.

Please refer to carrier websites direct for more information.

Royal Mail: https://www.royalmail.com/coronavirus?iid=HP_M1_CORONAVIRUS

DHL: https://www.dhl.com/global-en/home/global-news-alerts/global-messages/coronavirus.html

UPS: https://www.ups.com/us/en/about/news/important-updates.page

Is it still safe to receive parcels?

Yes. Public Health England (PHE) has advised that people receiving paper parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels.

Should I be concerned about touching an order I have received or collected?

Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages. 

What if I am self-isolating or do not wish to come into contact with a delivery driver?

All carriers are:

• encouraging all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them.
• not handing over our hand-held devices to customers to capture electronic signatures.
• asking drivers to log the name of the person accepting the item.
• posting a customer contact card to advise of other ways to arrange receiving delivery.

How can I return an item?

Please follow the instructions included with your order. If you are self-isolating and you are not able to leave your house, please contact our customer service team and we will help.

If I return an order, will it take longer than normal?

Online returns are a running 48-hours slower than normal and you will see a slight delay. Thank you for your patience.

Is click and collect still available?

Our Click & Collect service is currently unavailable during the temporary closure of our stores.

If I have a question or inquiry – what should I do?

Please get in touch with our amazing Customer Service team. They are ready to help with any questions you have:

customerservices@penelopechilvers.com

+44 (0) 20 7491 9777  or call toll free from the USA & Canada on 1 800 667 4006

We would once again like to thank you for your ongoing support and wish you well during these unprecedented times.