Shipping + Returns

Returns & Refunds
Our policy lasts 14 days. If 14 days have gone by since your purchased was received, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where refunds are not granted even within 14 days.
- Products with obvious signs of use. 
- Any item not in its original condition, is damaged or missing parts.

To return your product, please mail it back to us:

Penelope's, 26 Gunns Crescent, Cashmere, Christchurch 8022 

You will be responsible for paying for your own shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from this. 

The duration for returns and exchanges to be processed may vary. Please allow time for this. 

If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and we will not be held responsible should this item go missing. 

Refunds (if applicable)
Once your return is processed and checked, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, 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 contact us at office@penelopes.co.nz 

Sale items 
Only full priced items may be refunded, unfortunately sale items at Penelope's cannot be refunded.

Exchanges
We are happy to replace items if they are defective or damaged when you receive them. If you need to exchange it for the same item, send us an email to office@penelopes.co.nz and send your item to:

Penelope's, 26 Gunns Crescent, Cashmere, Christchurch 8022 

Shipping

Delivery times are estimates only and do not consider any unforeseeable delays.