Returns and refunds
Due to eurotunnel closing, the returns service is momentarily suspended. Returns will be accepted even beyond the standard 14 days.
What are the delivery times and costs?
You will receive your order in approximately 4-6 working days from when you place your order.
Shipping costs is £20 for orders worth less than £120. Shipping is free for all orders worth more than £120.The courier, DHL, delivers Monday to Friday during working hours. Please note that orders are not shipped or delivered on Saturdays, Sundays and on national holidays.
Make sure you enter an address where there is someone to accept the parcel at delivery. If you choose to ship to a work address, please make sure you specify the name on the doorbell or the company information in C/O field.
We'll send you the Tracking Number for your parcel so you may follow the progress in real time.
If you're registered, you can find the tracking details also in the "My Orders" section.
We also offer a free return service - read more in "Returns and refunds".
What happens if I'm not home when the courier comes for delivery?
If no-one is at home when the courier attempts delivery, DHL may either schedule a new delivery attempt or leave the order at a designated Access Point. The courier will inform you by leaving a note with a contact number and/or information on the drop-off location. If the courier is unable to deliver the order after various attempts or if the order is left at the drop-off point, it will eventually be returned to the Pennyblack warehouse.
Can I change the size or color of the item instead of returning it?
Unfortunately this time it is not possible to exchange items. If you need a different size or color, you can simply return the product following our easy and free procedure and then place a new order.
Can I return any item, even if I simply change my mind?
Guest Return procedures are temporarily not available. For more info please contact our customer care.
After delivery, you can request to return one or more products for any reason whatsoever. Please make sureyour return request complies with all the following conditions:
- the authorisation must be requested within 14 days from delivery of the order, by filling in the online Return form in your account or, alternatively, if you don't have an account you can make your request from the link "Return request"
- the products you wish to return must be exactly as you received them, unused, unwahsed, not altered or damaged in any way
- any accessories or special packaging included with the items (such as shoe boxes or dust bags) must be returned with the products
- the parcel must be shipped from the same Country where you received it
- the parcel must be shipped within 14 days from when you receive the return authorisation You can find more detailed information on how and when return your items in the following FAQs.
When will I receive the refund?
Once we receive the returned products at our warehouse, we will check that return conditions have been met (products are in the same condition as you received them, complete with any accessories, and are received on time). Please note this check may take up to one week. Once the products have been checked and accepted, we will send you an email to confirm we have requested your refund. Your account will be credited within 7 to 14 working days, depending on your bank.