Política de reembolso

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. Orders with expired return labels will not be eligible for return.

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 (See HOW TO INITIATE A RETURN). Return labels expire 5 business days after creation.

  • 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, pet hair, and odors

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

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

Final Sale Items

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

  • Lingerie, bodysuits, swimwear, candles, spa products, earrings and hair accessories due to hygiene and health and safety reasons

  • Sale items marked as “Final Sale”

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

REFUNDS

  • Returned items will undergo a quality review. Once accepted, you will receive a refund for the purchase price (excluding original shipping cost and return handling costs) directly to the original method of payment used for purchase

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

  • Shipping costs are non-refundable (including return label costs)

  • Faulty/damaged items are eligible for a full refund when returned within the 7-day return policy

  • Your bank may take additional days to post the transaction

  • Orders cannot be canceled once placed

EXCHANGES

At this time we do not offer exchanges due to limited stock. If you would like a different size/color of your item, we recommend purchasing the new item and following the returns process for the original item to ensure availability.

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. Due to our limited inventory, please send your return within 5 business days of receiving your label for other fashion lovers to enjoy!

Please be aware return labels expire after 5 business days. Once your return label expires, your order will no longer be eligible for return. 

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