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Shipping and Handling
US Shipping and HandlingOrders placed Monday through Friday by 11:00 am EST (excluding holidays) are normally shipped the same day. Orders placed after 11:00 am EST (Monday to Friday) or during holidays are shipped the next business day. Orders placed Saturday and Sunday will ship out the following Monday (excluding holidays).
EU/UK Shipping and HandlingOrders placed Monday through Friday by 12:00 pm GMT (excluding holidays) are normally shipped the same day. Orders placed after 12:00 pm GMT (Monday to Friday) or during holidays are shipped the next business day. Orders placed Saturday and Sunday will ship out the following Monday (excluding holidays).
International Shipping and HandlingOrders placed Monday through Friday by 12:00 pm GMT (excluding holidays) are normally shipped the same day. Orders placed after 12:00 pm GMT or holidays are shipped the next business day. Orders placed Saturday and Sunday will ship out the following Monday (excluding holidays).
|FedEx Ground||1-5 days||$10|
|Free FedEx Ground||1-5 days||Orders of $50 or more|
Unfortunately we cannot ship to PO BOX addresses.
|FedEx Ground||2-7 business days||$30|
Unfortunately we cannot ship to PO BOX addresses.Please note that Canadian customers may be subject to tax or import duties. To avoid any unexpected charges we advise that you contact your local customs office for a breakdown of potential taxes and/or duties before placing an order.
|DPD||3-7 business days||€9.99|
|Free DPD||3-7 business days||Orders of €50 or more|
|Norway/Switzerland||DHL 3-7 business days||€14.95 for all orders|
|DPD||1-2 business days||£4.95|
|Free DPD||1-2 business days||Orders of £50 or more|
|DHL||upto 2-10 days||$40|
Please note that International customers may be subject to tax or import duties. To avoid any unexpected charges we advise that you contact your local customs office for a breakdown of potential taxes and/or duties before placing an order
Penfield accepts the following forms of payment:
Please note that we do not accept Visa/MasterCard prepaid gift cards
You can always check the status of your order by clicking on My Account in the navigation bar or contacting us here. Please note that unfortunately we are unable to make changes to the goods ordered. You will need to contact us to cancel your order and start again.
Returns and Exchanges
If you are not completely satisfied with your purchase you can return the goods to us for a full refund (excluding original delivery charge). All you need to do is complete the form included with your order and return the item(s) to us in their original condition (including hangtag) within 28 days of receipt. After your return has been inspected and processed we will issue a full refund.
Please note that the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility.
Penfield reserve the right to refuse a refund if a return is received outside of the 28 day returns period, does not include the hangtags, or is not in a re-sellable condition. Failure to comply with these requirements will result in the goods being sent back to you.
U.S. RETURNS ADDRESS:
Penfield Online Returns
7373 West Side Ave
U.K. E.U. & INTERNATIONAL RETURNS ADDRESS:
Penfield Online Returns
PNC Global Logistics (UK) Ltd
23-25 Sovereign Road
Please allow up to 10 business days from the time your return is received at our warehouse for your refund to be processed. We will notify you via email once your refund has been issued.
If a returns form was not included in your shipment, click here to download a new copy. Don’t forget to include your original order number so that we can identify your return.
Unfortunately we are unable to exchange items unless they are damaged or defective. If you would like a different size, color etc. please place a new order and return the item you have for a refund.
How do I place an order?
Select your desired product and add it to the shopping cart. Click on the cart icon (top right-hand corner of the homepage) to view the items ordered, click 'Proceed to Checkout', and then follow the instructions.
Which countries do you deliver to?
We deliver to the US, Canada, UK, EU and the following international countries: Andorra, Argentina, Australia, Bahamas, Bahrain, Barbados, Belarus, Bermuda, Brazil, Brunei, Egypt, Fiji, Georgia, Greenland, Iceland, India, Indonesia, Israel, Jamaica, Kuwait, Lebanon, Malaysia, New Zealand, Norway, Peru, Philippines, Qatar, Saudi Arabia, Serbia, South Africa, Switzerland, Turkey, Ukraine, United Arab Emirates.
The item I want is out of stock
If an item is 'not available' please contact us here and we will try to locate an alternative stockist.
Do you deliver to PO Boxes or Mail Boxes?
Unfortunately we are unable to deliver to PO Boxes. If the shipping address provided is a PO Box then your order will be placed on hold and we will contact you for alternative details, which has the potential to delay your shipment.
I would like to add items to an existing order
Unfortunately we are unable to add items to or amend an order once it has been placed. You will need to contact us here so we can cancel your order and let you start again.
How long will my order take to arrive?
We aim to dispatch all order within two business days, but this can take longer during busy periods. Once dispatched, delivery time varies depending on the country or region you are in.
What currency will I be charged in?• Orders to the US will be charged in USD
• Orders to the UK will be charged in GBP
• Orders to the EU will be charged in EUR
• Orders from the International store will be charged in USD
Are my personal details and payment information safe?
All contact information is stored safely and we do not pass any details on to third parties. PayPal collects your payment details securely and we never see your full card details. PayPal supplies only the cardholder name and the last four digits of the card number to us.
Will I have to pay taxes or import duties?
This is a charge that varies between countries and unfortunately we are unable to provide estimates. To avoid any unexpected charges we advise that you contact your local customs office for a breakdown of potential taxes and/or duties before you order. The customs clearance process can cause delays to the delivery of your goods and we recommend factoring this in when placing an order. If you wish to dispute any charges we must be informed of this within 28 days of the date of purchase.
My bank is showing two charges for my order
Although it may appear as if you have been charged twice, we can assure you that we have only taken payment once. If you pay for your goods with a credit or debit card, your bank statement may display both a “pre-authorization” amount and the “final sale” amount. Your bank will reserve or allocate the funds as unavailable until Penfield clears the transaction and processes your order (thus debiting the funds from your account). The pre-authorization reserve/allocated amount and final charge cannot be combined in one transaction, which is why it appears as if you have been charged twice. The actual balance will not be deducted until Penfield processes your order and the banking system transfers the funds.
What is a 'Foreign transaction fee' and will I have to pay it?
A 'foreign transaction fee' is an administration or handling fee that is charged by some credit card companies when a foreign purchase is made. All online transactions are processed at our European offices, which is why customers outside the E.U. may be charged a foreign transaction fee by their credit card company (usually up to 2.75% of the purchase amount). If you wish to avoid the charge then we advise contacting your credit card company to ask about their policy regarding foreign transaction fees before making your purchase.
How will I receive my refund?
You will be refunded via your original method of payment e.g. credit/debit card or PayPal. Once your refund has been issued it usually takes 2 – 3 business days for the funds to clear. You will be refunded the full amount minus the original shipping fee. Please note that all refunds (including discretionary refunds or otherwise) can only be issued up to 28 days after the date of purchase. If you wish to dispute any charges we must be informed of this within 28 days of the date of purchase. If you have any further questions or if your refund hasn't appeared, then please contact us here.
I bought an item before the sale started, can you refund the difference?
Prices shown on the website are final and we are unable to offer subsequent price adjustments on items bought before a sale or further reductions in price.
I need to change the delivery address.
As long as your order has not been shipped, we can usually change your delivery address. Please contact us here.
Do you deliver to PO Boxes or Mail Boxes?
Unfortunately we are unable to deliver to PO Boxes. If the shipping address provided is a PO box then your order will be placed on hold and we will contact you for alternative details, which has the potential to delay your shipment.
I won't be in to sign for my parcel; can you leave it outside my property?
All orders must be signed for upon delivery and we cannot leave parcels in a designated area. If you are unable to wait in for your order you can pick it up it from your nearest collection office depending on the courier company we use to ship your goods.
Where's my order?
We aim to dispatch orders within two business days, but this can take a little longer during busy periods. As soon as your order has shipped, we will send out an email with your tracking number and shipping information so that you can keep an eye on your parcel and get an estimated delivery date.
RETURNS & EXCHANGES
There's a problem with the item(s) I ordered.
If you did not receive all the items ordered, or if there is a problem with any of your goods then please contact us here and we will get things resolved as quickly as possible.
Can I exchange my items for another size/color/style?
Unfortunately we do not offer exchanges. You will need to return your goods to us for a refund and place a new order on the website.
How will I receive my refund?
You will be refunded via your original method of payment e.g. credit/debit card or PayPal. Once your refund has been issued it usually takes 2 – 3 business days for the funds to clear. You will be refunded the full amount minus the original shipping fee. If you have any further questions or if your refund hasn't appeared, then please contact us here.
When will I receive my refund?
Once a parcel has been received at our warehouse it can take up to 10 working days to process the return before your refund can be issued.
How do I return my parcel?
If you are not completely satisfied with your purchase, you can send your goods back to us for a refund. You must complete the returns form enclosed with your parcel and send the item(s) back to us in their original condition (including hangtags) within 28 days of receipt.
I lost my returns form, what do I do?
If you have lost your returns form you can download a new copy here Don’t forget to include your order number so that we can identify and process the return.
I bought my Penfield item from one of your stockists; can I return it directly to you?
If you have bought a Penfield item from one of our stockists (either online or in store) then your contract of sale is with them. If you wish to return your Penfield goods or if they are damaged/defective then they must be returned to the original place of purchase. We cannot accept returns at Penfield.com for items bought via our stockists.
Can I return a sale item for a refund?
The usual 28-day returns policy applies to all items bought during the sale.
Need more help?
Please feel free to contact us with any questions.