Returns and refunds
Purchase your gifts with total peace of mind: if you order between November 25th and December 24th, you can request to return an item up to January 10th 2020!
What are the delivery times and costs?
You will receive your order in approximately 4-8 working days from when you place your order.
We offer Free Shipping on all orders. The courier, UPS, delivers Monday to Friday during working hours. Please note that orders are not shipped or delivered on Saturdays, Sundays and on national holidays.
Make sure you enter an address where there is someone to accept the parcel at delivery. If you choose to ship to a work address, please make sure you specify the name on the doorbell or the company information in C/O field.
We'll send you the Tracking Number for your parcel so you may follow the progress in real time.
If you're registered, you can find the tracking details also in the "My Orders" section.
We also offer a free return service - read more in "Returns and refunds".
What happens if I'm not home when the courier comes for delivery?
If no-one is at home when the courier attempts delivery, UPS may either schedule a new delivery attempt or leave the order at a designated Access Point. The courier will inform you by leaving a note with a contact number and/or information on the drop-off location. If the courier is unable to deliver the order after various attempts or if the order is left at the drop-off point, it will eventually be returned to the Pennyblack warehouse.
Can I change the size or color of the item instead of returning it?
Unfortunately this time it is not possible to exchange items. If you need a different size or color, you can simply return the product following our easy and free procedure and then place a new order.
Can I return any item, even if I simply change my mind?
After delivery, you can request to return one or more products for any reason whatsoever. Please make sureyour return request complies with all the following conditions:
- the authorisation must be requested within 14 days from delivery of the order, by filling in the online Return form in your account or, alternatively, if you don't have an account you can make your request from the link "Return request"
- the products you wish to return must be exactly as you received them, unused, unwahsed, not altered or damaged in any way
- any accessories or special packaging included with the items (such as shoe boxes or dust bags) must be returned with the products
- the parcel must be shipped from the same Country where you received it
- the parcel must be shipped within 14 days from when you receive the return authorisation You can find more detailed information on how and when return your items in the following FAQs.
How do I request the return and ship it back to you?
You have 14 days from delivery of the order to request a return and a further 14 days to return the products. Return shipping is free with UPS.
- Request the return
- Registered users can enter the "My Orders" section in My Account, select the order number and click on ""Request a return"". If you don't have an accout, you can make your request from the link ''Return request''
- Organise pick-up with UPS We will send you a return authorisation email with all the instructions to organise pick up with UPS, plus a Tracking Number for free return shipping. Please make sure you state this Tracking Number when you call the courier (or you enter it in the appropriate space on their website if you follow the online pick-up procedure on www.ups.com). Without this Tracking Number, return shipping will be at your expense. Please make sure pick-up is within 14 days from when you receive the return authorisation.
- Prepare the parcel
Carefully pack the items in a sturdy box and include the printed invoice you received with your order. If the items you wish to return do not fit into a single box, please contact our Customer Care before organising pick-up as you will need an extra Tracking Number. If you decide to ship your return with a different delivery service, it will be entirely at your expense. We strongly suggest you to choose an insured service as we cannot be held responsible for any damage or loss of items shipped to us without following the above return procedure.
When will I receive the refund?
Once we receive the returned products at our warehouse, we will check that return conditions have been met (products are in the same condition as you received them, complete with any accessories, and are received on time). Please note this check may take up to one week. Once the products have been checked and accepted, we will send you an email to confirm we have requested your refund. Your account will be credited within 7 to 14 working days, depending on your bank.