Returns & Exchanges
If you are unhappy with your purchase, please send it back to our retail location within 7 days of the delivery date with a completed return slip. Please make sure to specify order number(s) on the return slip so we can ensure your credit is accurate. Alternatively, you can return the items in person to our store.
All merchandise returns must be unworn, unwashed, and still, have the original tags attached. We are happy to issue you a refund in the form of a Penelope Gift Card for use on a future purchase on PenelopeFashions.com or in-store. E-Gift Cards expire within ONE YEAR!
Returned items must be unworn and unwashed (free of any stains from makeup, deodorant, or wear) with all Penelope and product tags attached. Defective items must be reported within 2 days of receipt. If not reported, we will not issue a credit. If you believe you have received an incorrect item, please contact us within 24 hours of receiving your package.
You will be responsible for covering shipping costs to return items and shipping charges must be prepaid. We recommend shipping packages back using USPS Flat Rate shipping with a tracking number, as we are not responsible for lost packages or stolen packages. Without proof of receipt and delivery, Penelope will not issue return credit.
Please note that original shipping fees are non-refundable and return shipping costs are the customer's responsibility. Penelope does not provide return shipping labels. A restocking fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address.
Reserved Rights Regarding Returns
- Penelope reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of “wardrobing;”
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or, potential fraudulent or criminal activity.
- Similarly, Penelope reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.
- Non-Penelope items sent to our store will be discarded upon receipt.
Final Sale Items
ALL SALE ITEMS are considered “Final Sale” and cannot be returned for store credit. Additionally, cosmetics & beauty products, bodysuits, swimsuits, and/or undergarments are non-returnable. In the event of an unauthorized return, Penelope reserves the right to apply a 50% restocking fee for bodysuits, swimsuits, undergarments, or final sale items.
If you live near our store, we would be more than happy to process an exchange in-store. However, we cannot guarantee that we will have the same styles or desired size/color in-stock during your visit. If we are unable to make an exchange in store, we will process the item as a return and issue you a store credit for use on a future purchase in store.
If you could kindly print and fill out this form, and return it along with the damaged item, we will issue you store credit in the form of an E-Gift Card and you can repurchase the item if desired. We strongly suggest including a tracking number with your package, as we are not liable for packages that get lost in transit.
Once we receive your package, we will email you an E-Gift Card in the amount of your item, plus the cost of the shipping return (up to $10.00 USD provided you also include a copy of the receipt itemizing the return shipping cost).
Return by Mail
Please print and fill out our return slip (click HERE to download a copy) or include your original packing slip with the item(s) being returned. Kindly note that without including your order number on the returns slip or with your returned item(s) there may be a delay in processing your return.
Pack your item(s) securely in the original product packaging, if possible. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered and unwashed. We do not accept returns on bodysuits, bodysuit dresses, swimwear, undergarments, or final sale items.
All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. We recommend sending your return via USPS Flat Rate with a tracking number and insurance, as we are not responsible for lost or stolen packages.
Send your package to:
8025 Jericho Turnpike
Woodbury, New York 11797
Store credit via E-Gift Card for your returned item(s) will be processed once they are received. Please allow 5-7 days to process your return once it is. Your E-gift card covers the original purchase price and tax if applicable. Penelope does not credit original shipping charges.
Penelope requires items to be returned within 14 days of original receipt or 7 days of shipment delivery. Returns received at our retail location after 14 days are considered stale returns. Stale returns by mail are subject to being rejected and returned the sender. Alternatively, if the cost returning the item to your attention exceeds the then current value of the item, Penelope will apply a 50% restocking fee to the item(s) when processed at our retail location. An E-Gift Card for the remaining balance will be issued following our normal returns process.
Stale returns in-store at our retail locations are prohibited.