Coronavirus – information for our customers

Please note: this page will be regularly updated

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

Please note from Friday 24th July customers will need to wear facemasks when they visit our stores.

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 all our partners to ensure that all orders will be delivered on time and there are no current issues with our suppliers.

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. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

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?

For smaller items like our deliveries 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?

Online purchases: online returns are currently running with a 72-hour delay due to the quarantining of parcels at our warehouse following health and safety instructions. Please see our Delivery & Returns page for more information.

In order to offer our customers the best service, without unnecessary worry of how to return unsuitable items, we have extended our Returns Policy to 28 days for full price and sale items. For further information please see our Delivery & Returns page.

Is click and collect still available?

Our Click & Collect service is currently unavailable during the temporary closure of our stores. This service will resume as soon as our stores reopen.

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.