FAQs
CONTENTS
1. ACCOUNT & REGISTRATION
2. ORDER QUERIES
3. PAYMENTS
4. PRODUCT & FIT
5. REFUNDS & BILLING
6. RETURNS & EXCHANGES
7. SHIPPING & DELIVERY
8. CUSTOMER CARE & SUPPORT
9. TERMS & POLICIES
10. DISCOUNT CODES
1. ACCOUNT & REGISTRATION
How do I create an account?
To create an account please visit this link and complete your account registration. You can also find 'My Account' in the footer of the website.
How do I log in to my account?
To log into your account please visit this link and complete your account registration.
How do I reset my password?
To reset your account password please visit this link and enter the email address that you used to create your account and we will send you an email with instructions.
What should I do if i can't log in?
If you cannot log into your account. Please refresh your page, check your email address and password have been entered correctly, and log in again. Check your inbox and spam folder to find your password reset email and follow the instructions.
To reset your account password please visit this link and enter the email address that you used to create your account and we will send you an email with instructions.
If you still cannot log in to your account, please contact us here.
2. ORDER QUERIES
How can I contact someone about my missing order?
The best way to contact someone about your missing order is via our contact page found Here. Someone will contact you shortly regarding your inquiry.
How can I track my order?
You will be able to track the whereabouts of your order by going to the DX Delivery website. You will also be able to track your order by clicking the link below and entering your parcel tracking number, which will be on the order dispatch email that you have been sent.
If you cannot find your parcel tracking number, please do not hesitate to contact our customer services.
I haven’t received my order yet, when can I expect it to be delivered?
Our standard delivery service is via DHL UK Standard Delivery which takes 5 - 7 working days. Please note this varies based on the time of order, the cut-off is 12 noon. Please note this service will be suspended on UK Bank Holidays.
For more information please see our shipping and delivery policy.
Where do I find my order reference number?
Your order reference will be on your order dispatch and order confirmation email. The number starts with PENF...….
If you are having trouble finding your Order Reference Number, please do not hesitate to contact our customer support team here.
3. PAYMENTS
What payment methods do you accept?
We accept major payment cards to make it convenient for our customers. You can for our products using payment cards (Visa, MasterCard, American Express, Maestro), PayPal, Google Pay, and the 'Buy Now Pay Later' option (Klarna). For more information on accepted payment methods, please check for more payment options during the checkout process.
Can I make payment via telephone?
We currently do not offer this service, all orders must be placed via our website. If you have any questions, please do not hesitate to contact us.
Can I get a refund for my payment?
Please see our refund policy on our website or contact our customer support team for more information on our refund process.
4. PRODUCT & FIT
I am not sure about your fit, do you have a size guide?
Our sizing chart has detailed information and guidance for the majority of our products. You can find our size guide here.
Do you offer tailoring or alteration services?
We currently do not offer a tailoring and alteration service.
5. REFUNDS & BILLING
What is your refund policy?
We have a customer-friendly refund policy in place. If you are not completely satisfied with your purchase, you can request a refund within 14 days of receipt of the goods.
Please take a look at our returns & refunds policy.
I am waiting for a refund, when will it be processed?
All refunds are processed by Penfield within 10 working days of receipt of goods. During sale or peak times your refund could take up to 20 working days and may take longer to show on your bank statement depending on your bank’s processing time.
Can I return an item if the sale tag has been removed?
To receive a full refund, all items must be returned to us unworn/unused and in the same condition, you received them. This includes the original packaging with all tags and labels attached.
6. RETURNS & EXCHANGES
What is your returns policy?
We have a customer-friendly refund policy in place. If you are not completely satisfied with your purchase, you can request a refund within 14 days of receipt of the goods.
Please take a look at our returns and refunds policy.
If you are having any trouble please do not hesitate to contact our customer support team.
I purchased an item from your store, can I return it?
Please note that items purchased in-store cannot be returned through our website. We kindly ask you to visit the store where the purchase was made for any returns or exchanges. Our dedicated staff will be happy to assist you and ensure a smooth process.
I ordered the wrong size online, can I return it?
We offer a 28-day return window on orders. Merchandise should be in new, unworn condition, complete with all tags intact.
Please refer to our returns and refund policy for more information.
My order is damaged, can I return it?
We sincerely apologise for any inconvenience caused. Kindly refer to our returns and refund page available on our website for steps in having your faulty item returned. Rest assured, we will promptly refund your postage as well. Thank you for your understanding and patience. If you need further information or any assistance please contact us by leaving us a message via this page.
Can I use my own carrier service to return my parcel?
Our returns and refund page provides you with information on how to return your parcel. This returns label will be pre-paid. If you choose to use your own carrier, not the carrier associated with our pre-paid label, the parcel is their responsibility until we have received your parcel.
Can I make an exchange on my purchase?
We currently don't offer exchanges. To make our returns process as easy as possible, we only offer refunds. If you'd like to know how to return your items please refer to our returns policy here or visit our website.
7. SHIPPING & DELIVERY
What is your shipping information & delivery policy?
Our standard delivery service is 7 - 10 Business Days, delivered by the DHL courier services, free for orders over £150 and for orders under £150 a fee of £4.99 applies. The order cut-off time is noon. Orders placed after this time will be processed on the next working day. Please take a look at our shipping and delivery policy here
Do you deliver outside the UK?
We ship your order by DHL UK Standard Delivery which takes 5 - 7 Working Days. We deliver to the U.S. and selected countries in the EU.
How much does shipping cost?
UK
We offer UK Standard Delivery for a fee of £4.99 for orders under £150.
For orders over £150, shipping is Free for orders over £150.
USA
We offer USA Standard International Delivery for a fee of $20 USD for all orders.
EU
We offer EU Standard International Delivery for a fee of €25 EUR for all orders.
Do you offer free shipping and delivery?
Yes, we offer free UK shipping for all orders over £150.
What is your shipping service?
We offer UK Standard Delivery service through DHL
8. CUSTOMER CARE & SUPPORT
How do I contact customer support?
If you have any further questions or require assistance regarding our products and services, please don't hesitate to contact our customer support team Here.
Do you have gift cards available?
At the moment we do not sell gift cards
Do you have any stores?
We do not have any stores at the moment.
9. TERMS & POLICIES
What is your shipping and delivery policy?
Take a look at our Shipping & Delivery Policy Here.
What is your returns and refunds policy?
Take a look at our Returns & Refunds Policy Here.
What are your terms & conditions?
Take a look at our Terms & Conditions Here.
What Is your privacy policy?
Take a look at our Privacy & Cookies Policy Here.
Do you have a cookies policy?
Take a look at our Privacy & Cookies Policy Here.
10. DISCOUNT CODES
How do I apply a discount code to my order?
When you are ready to check out, just enter the discount code in the designated field on the cart or checkout page. Once you have entered the code, click the ''Apply'' button, and the discount will be applied to your order total.
Can you use the discount code more than once?
The discount codes can only be used once per person only. Our system allows the use of only one discount code per order. So choose the code that offers the best deal for your specific purchase. Keep an eye out for our promotions that provide great savings and discounts.
What is your policy on discount codes?
You can read information on using discounts in our Terms & Conditions.
Do discount codes work on sale or marked-down Items?
Discount codes can only be used on full-priced products only. The codes cannot be used on products that have been discounted.
Can I combine a discount code with other offers or promotions?
Discount codes cannot be combined with other ongoing offers, promotions, or deals. If you are unsure, please refer to the terms and conditions of the discount code or contact our customer support for further information.
How long are discount codes valid?
Discount codes are available for a limited time. Each discount code has an expiration date specified in its terms and conditions. After the code expires, it will no longer be in use. To take advantage of the savings, be sure to use the discount code on time.
Are there any restrictions on using discount codes?
Some discount codes might have specific terms and conditions associated with them. These conditions could include minimum purchase requirements, restrictions on certain products, collections or categories, or expiration dates.
Please make sure you read the fine print accompanying the code to ensure you meet the criteria, before completing your purchase using the discount code.
What if my discount codes is not working?
If you are having trouble applying a discount code when completing your purchase, there may be a few things to check. Make sure you have entered the code correctly, as the codes are case-sensitive. Confirm that the items in your cart meet any requirements stated in the code's terms and conditions.
If the problem persists, feel free to reach out to our customer support for assistance.
Do discount codes apply to the shipping costs?
Generally, discount codes have been created to apply to your basket total; which has not had the shipping costs added yet, not your total purchase order total. If the code is created to apply discounts to your shipping costs, you will be notified of the discount code's terms and conditions.
Can I use a discount code after I have placed my order?
Once an order is placed, our system does not allow us to apply the discount code to your order. Please make sure that you double-check your order and apply the discount code at the cart or checkout page before finalizing your purchase to ensure you receive the discounted price.
Can I share my discount code with others?
Generally, the discount codes are intended for personal use and are not transferable. Sharing codes with others might result in the code being disabled or invalidated.
If you have friends or family who may be interested, encourage them to subscribe on our website with their own accounts to receive their own unique offers.
Where can I find the latest discount codes?
To stay updated on our latest promotions and discount codes, we recommend subscribing to our newsletter and following us on social media. This way, you won't miss out on any of our great deals.
