DELIVERY & RETURNS
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IN STORE COLLECTION FREE
In store collection is available from both our Mayfair or Notting Hill stores. You will receive an email when your order is in the selected store and ready for collection. Please note your order will be held in store for two weeks only, orders not collected within this time frame will be returned to the warehouse and refunded.
UK STANDARD £5
UK EXPRESS £8
EU EXPRESS £15
REST OF WORLD £25
HOW WILL MY PARCEL BE DELIVERED?
International orders will be delivered by DHL, UPS or another reputable courier service Monday - Friday.
SALES TAXES & DUTIES
Currently we deliver all international orders outside the EU duties un-paid therefore you may be subject to custom and/or duty taxes. This cost is the responsibility of the customer and is payable on receipt of delivery of goods. Currently all orders under $800 US do not incur any import duties/taxes however this can vary from state to state. Please check your local custom tax and duty costs as duties must be paid before the goods are delivered.
MARKDOWN - In the event that you are not completely satisfied with your markdown order we will be happy to offer you a full refund if the order is returned within 14 days. Item(s) must be in a new and unworn condition with all packaging and garment tags still attached. We cannot accept any used items and any such items will be returned to the purchaser.
If you are located within the UK please go to the official Royal Mail website (www.royalmail.com/track-my-return), select Penelope Chilvers from the retailer list and complete as per the instructions stated.
For any returns or exchanges please complete the returns form ensuring that the reason for the return/exchange is filled in. Should you wish to exchange your item, please note that we are only able to do this for an alternative size in the same style.
Although we endeavour to process returns as quickly as possible returns can take 3-5 days to be processed once received in our warehouse and then can take up to 7 days for the refund to be processed. The refunded money should usually show in your bank account within 3 business days but can take up to 10 business days with certain banks.
If you a returning an order from outside the EU please ensure the package is clearly marked with 'BRITISH RETURNED GOODS’.
Please note we are unable to refund any delivery, custom taxes or duties incurred outside of the UK.
If you would like any further information about the delivery/returns process please contact the Customer Services team on firstname.lastname@example.org.
PLEASE ADDRESS ALL RETURNS TO:
Penelope Chilvers c/o ILG
Birches Industrial Estate East Grinstead