Penelope Hope Returns Policy
We hope you will be delighted with your recent purchase, however, if for some reason you change your mind or it has arrived damaged or faulty please return it to us, in its original condition, within 14 days of delivery.
Drop us an email and let us know you would like either an exchange or a refund.
To return your order, please send it to:
The Trinity Square Centre,
Upper Mansell Street,
St Peter Port,
Returned merchandise must be in its original condition, and must be unwashed, unused and accompanied by the original Penelope Hope order confirmation or packing slip. If you are returning goods please retain your proof of postage, as we cannot be held responsible for any goods lost in transit. Delivery costs will be charged for the resending of exchanged items unless the original product/ fabric was damaged or faulty or we made a mistake with the original Order.
Once your returned Order has been received and inspected, we will send you an email to notify you that we have received it. We will also notify you confirming whether your refund has been approved or rejected. If your request is approved, then your refund will be processed, and a credit will be automatically applied to your credit card or original method of payment. Please allow up to 10-15 days for a full refund from the date we have receipt of your returned Order.
If you have not received a refund after 15 days please check your bank account or contact your bank or credit card company as there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please email the studio.
In the unlikely event that your order gets lost please email us with full details regarding your order and we’ll get back to you as quickly as we can.
Depending on your chosen method of delivery your order will possibly require a signature upon delivery. If so, please inspect the packaging and goods before you sign for it. Don’t sign and accept goods that have been damaged in transit, as once signed for we may be unable to make a claim or to refund you. Please inform us of this situation immediately if it arises.
We understand that in some situations damage to an order is not immediately noticeable on delivery so please get in touch within 24 hours of receipt of delivery and we will be happy to arrange a replacement. Please keep the damaged item, including all packaging, as it may be required for an insurance claim. Please email the studio and attach your original Penelope Hope order confirmation or packing slip.
Shipping charges on returned goods are at your expense and we recommend registered post, as we will not be held responsible for goods lost in transit. Postage will be refunded only if goods are found to be faulty, were damaged in transit to you or an error has been made on our part.
Please allow up to 10-15 days for a full refund from date of receipt of goods.
PRODUCTS EXCLUDED FROM REFUND OR EXCHANGE
- Cut Fabric
Fabric purchased by the metre is non-returnable, unless defective.
If your order has not yet been shipped and you would like to cancel it, you may do so within 24 hours of ordering by calling or emailing. A cancellation fee of 35% of the total order will be charged if the fabric has already been cut.
- Made-to-Order or Print-on-Demand products
Please note that made-to-order and print-on-demand products cannot be returned or exchanged unless faulty.
Should you decide to cancel your made-to-order or print-on-demand fabric or products please notify us within 24 hours of placing your order of your wish to cancel via email or phone. If we have already processed your Order a cancellation fee of 50% will be incurred.
- International Orders
We are unable to accept international returns or exchanges for fabrics and products unless faulty.
- Other Stockists
Penelope Hope merchandise that you have purchased from locations/ stockists, other than this site cannot be accepted for refunds or exchanges. Additionally, merchandise purchased on this site cannot be returned under this policy to any other location/stockist.
This does not affect your statutory rights.