Refunds and Returns…
At Penny Kingsley, we take immense pride in the hand-finished quality of our products. Because our items are either strictly limited editions or made-to-order, we have specific procedures for returns to ensure the integrity of the “Tribe” experience.
- The Guarded Hearts Limited Edition Box Sets
These sets are hand-finished, numbered, and scented collector’s items.
- Security Seal: Each box is shipped with a tamper-evident security seal.
- Return Condition: Under the UK Consumer Contracts Regulations, you have 14 days to return the item. However, because the value of these sets lies in their pristine, unsealed condition and unique scent profile, returns will only be accepted if the original security seal is unbroken and the packaging is undamaged.
- Exchanges: As there are only 520 sets in existence, therefore we cannot offer exchanges for box sets.
- Guarded Hearts Hoodies
Our hoodies are high-quality garments made to order.
- Sizing Issues: Please consult the size guide carefully before ordering. If a hoodie does not fit, we accept returns within 14 days of receipt, provided the garment is unworn and in its original condition.
- The Process: To remain “hands-off” and efficient, all hoodie returns are processed directly by our production partner’s warehouse. Please contact returns@pennykingsley.com for the specific return authorization and warehouse address.
- Shipping Costs: Customers are responsible for the cost of return shipping for non-faulty items.
- Faulty or Damaged Items
If your item arrives damaged or is technically faulty, we will make it right immediately.
- Please email us a photo of the damage within 48 hours of delivery.
- We will arrange for a replacement to be sent at no additional cost to you, or issue a full refund if a replacement is unavailable (in the case of box sets).
- How to Request a Return
- Email: Send your order number and reason for return to returns@pennykingsley.com.
- Authorisation: We will provide you with the correct return address (this may vary depending on whether you are returning a box set or a hoodie).
- Refund: Once the item is received and inspected, your refund will be processed back to your original payment method within 14 days.