Return Policy

ONLINE RETURN POLICY

At Penelope T, we want you to be 100% happy with your purchase. If you're not completely satisfied, we offer refunds on eligible merchandise returned within 7 calendar days of delivery.

Return Eligibility

To receive a full refund, returned items must meet the following conditions:

  • Item must be postmarked within 7 days of the delivery date

  • Merchandise must be unworn, unwashed, and unaltered

  • Original tags must be attached and items in original condition

  • Shoes must be unworn, in the original box, and tried on only on carpet

  • Clothing must be free of makeup, deodorant stains, or odors

If you selected in-store pick-up, returns must be made in-store within 7 days of purchase and accompanied by your receipt.

Final Sale Items

The following items are FINAL SALE and not eligible for return:

  • Lingerie, bodysuits, swimwear, candles, spa products, and hair accessories

  • Sale items marked as “Final Sale” in descriptions or photos

  • Phone orders, special orders, and items purchased in-store

We reserve the right to refuse a return if the merchandise does not meet our standards.

REFUNDS

  • Refunds will be processed to the original payment method within two business days of receiving your return

  • Shipping costs are non-refundable

  • Your bank may take additional days to post the transaction

  • At this time, we do not offer exchanges

  • Orders cannot be canceled once placed

HOW TO INITIATE A RETURN (Online Orders)

Use your Shopify Customer Account to initiate a return:

  1. Log in with your email address

  2. Go to your Order History

  3. Select the item(s) you wish to return

  4. Click “Request Return” on eligible items

  5. Choose a return reason and provide any notes

  6. Review your estimated refund amount (excluding shipping)

  7. Submit your request

Once approved, you’ll receive an email with return instructions. Please pack your item securely and follow the provided return instructions.

Note: Only fulfilled orders are eligible for the self-serve return process. For unfulfilled orders, contact our customer service team.

IN-STORE / ONLINE RETURN POLICY DIFFERENCE

Please note:

  • Online and in-store return policies differ

  • Orders placed over the phone are treated as in-store purchases and follow in-store return policies

If you have any questions, feel free to reach out to us at shop@penelopetboutique.com