What’s your returns policy?
Our full returns policy can be seen by clicking here
How long do I have to return an order?
If you’re not 100% satisfied, you have 28 days from the day you receive your order to return it to us.
Are any items non-returnable?
In the interests of hygiene we are not able to accept returns of underwear unless they are in their original, unopened packaging, or are faulty.
Can I return sale items?
Yes, all products other than those identified as non-returnable can be returned provided they are returned within 28 days of receipt of order, are returned in their original condition and have all packaging and tags still attached.
Can I return an item to a store?
Unfortunately products ordered online CANNOT currently be returned or exchanged in store. All returns and must be made via post.
How can I return an order?
From the day you receive your order, you have 28 days to decide if you want to return any items.
Should you wish to return any items, please complete the returns form and send the unwanted items to:
Original Penguin Returns
Burton Upon Trent
It is important that you remember to include your completed returns form within your parcel.
If you’ve lost your returns form, you can print a new one by clicking here.
Remember; the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
We recommend you return your order using a secure or trackable method such as Royal Mail recorded or special delivery - and that you retain your proof of postage.
In all cases, the items returned must be in their original condition with all tags still attached. All goods will be inspected on return and any item in unsuitable condition or with tags removed will be sent back to you.
It can take up to seven days for your returns to reach us, depending on which postal service you use. However once we receive them, we will inspect and process the goods within three working days to ensure you receive your refund as quickly as possible.
To keep you informed, we’ll send you an email confirming the action we have taken as soon as we are confident the goods are in their original condition.
Any refund will automatically be issued to the card used to make the original purchase.
How do I arrange for an exchange?
We are not currently able to offer an exchange service. Should you require a different colour or size, please return the unwanted item and place a new order.
When will I receive my refund?
Once we’ve received your order and confirmed that all items have been returned in their original condition and with all packaging and tags attached we will credit the card used to make the original purchase. We aim to complete this process in no more than three working days.
Please remember that depending on your card provider it can take an additional two to ten days for this to appear in your account.
We will send you an email to confirm that we have processed your return and credited your account.
What about the distance selling regulations?
Under the UK Distance Selling Regulations, you have seven working days (from the day after you receive your goods) to cancel the contract of your order with us.
In this case we will issue you with a full refund; however you will need to return the entire order at your cost if you have already received them.
In all cases, the goods must be in their original condition, with original packaging and tags still attached.
If we do not receive the cancelled order back, we may arrange to have them collected at your cost.
If you decide to cancel your order you must let us know in writing or by email, quoting the order number.
How can I print a new returns form?
If you have lost your returns form, you can print a new one by clicking here