FAQs

Ordering

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.



Payment

What currency will I be charged in?

• Orders to the US and Canada will be charged in US$
• Orders to the UK will be charged in £
• Orders to the EU will be charged in €
• Orders from the International store will be charged in US$
• Orders from the Austalian/New Zealand store will be charged in AU$

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.



SHIPPING

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 a returns form and send the item(s) back to us in their original condition (including hangtags) within 28 days of receipt.

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.