Returns & Refunds
REFUNDS:
Our goodwill return policy entitles you to a refund for an item brought online at penfield.com with a valid receipt or parcel summary documentation within 28 days excluding sale items. For sale items must be returned within 14 days of receipt of goods.
If your return complies with our returns policy, we will refund the purchase price of the product. The refund will be issued to the original payment method.
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.
Unfortunately, on the rare occasion, you receive a faulty item - this will be replaced free of charge.
Due to hygiene reasons, our underwear is non-returnable except for faulty goods.
RETURNS:
If you wish to return an item, please return the item in the same condition you have received it: unworn, unwashed, in original packaging with labels attached following the instructions below.
Our goodwill return policy entitles you to a refund for an item brought online with a valid receipt or parcel summary documentation within 28 days excluding sale items. For sale items, please return them within 14 days of receipt of the goods.
If your return complies with our returns policy, we will refund the purchase price of the product. The refund will be issued to the original payment method.
If you wish to print your returns shipping address label. Please see the Service Returns Portal Link below.
PURCHASES NOT FROM PENFIELD OFFICIAL ONLINE STORE:
We can only accept returns for products purchased directly from penfield.com. If you have purchased Penfield products from other websites or stores, we kindly ask that you return your product to the respective store or website where the purchase was made for any returns or exchanges.
Unfortunately, we are unable to process returns for these items.
Thank you for your understanding and continued support.
HOW TO PRINT YOUR RETURNS LABEL:
1. GENERATING YOUR RETURNS LABEL:
Please click on this link below to access our self-service Returns Portal. The cost of the return will be paid for by the customer.
2. ENTER YOUR DETAILS:
Once you enter the Returns Portal, you must have a valid Penfield Order Number which you will be asked to enter, with the email address you used to complete your Penfield purchase as a second validation step.
Important: Please Note Your Order Reference Number starts with PEN
3. SELECT THE ITEM(S) THAT YOU ARE RETURNING:
Once you have entered your order number and valid email address, you will be presented with a ‘basket’ of the items within that order. From there, you may select your item/product and the quantity of the item you wish to return. You will also be asked to select the reason for your return out of a pre-set list of choices.
4. SELECT YOUR RETURN METHOD:
Next, you will be able to choose your return method from our selection of UK carriers, after which you will be provided with a printable label or scannable QR code depending on the method chosen.
5. VISIT THE SELF-SERVICE RETURNS PORTAL HERE:
Penfield Returns Portal
6. FIND YOUR NEAREST DPD UK DROP-OFF SHOP HERE:
Find Your Nearest DPD UK Drop-Off Shop Here
EXCHANGES:
We apologise, but at this time, we do not accept exchanges. We encourage you to carefully review your order before completing the purchase.
If you have any questions or concerns, our customer support team is here to assist you.
You may contact our customer support team by email by clicking here
