Returns

If you’re not 100% satisfied with your order, you have 28 days from the day you receive your order to return it back to us. All items can be returned, including sale items.

We are not currently able to offer an exchange service. If you require a different colour or size please return the unwanted item and place a new order.

UK Returns

We offer FREE UK returns via CollectPlus or Royal Mail

CollectPlus

You should find instructions and your free returns label included in your package. If you’re missing the label, please follow the instructions below:

  1. Download your free returns label at CollectPlus
  2. Enter your Customer PO order number and your email address on to the label, then print and attach the label to your parcel, ensuring any outbound delivery labels are removed or covered.
  3. Drop off your parcel in your chosen store, where you will be given a receipt with a tracking code. You can track your parcel yourself here.

CollectPlus is a convenient way to return parcels via local UK shops, petrol stations, universities and shopping centres, and it is a service trusted by thousands of busy people every day. There are over 7,000 CollectPlus stores in the UK, open from early in the morning until late in the evening, 7 days a week.

Please note, you must obtain and stick your returns label to your parcel before taking your parcel into a CollectPlus store. CollectPlus will not accept responsibility for parcels handed into a store without a CollectPlus returns label.

You can return parcels with cabin baggage dimensions 60 x 50 x 50cm and up to 10kg using CollectPlus.

You can find your nearest CollectPlus store by clicking here and use the ‘Find a store’ search at the top of the page. Alternatively, you can text COLLECT and your postcode to 84555 (e.g. COLLECT WD17 1HP). Texts from 84555 are free to receive. Texts to 84555 are charged at your standard network rate. Full terms and conditions can be viewed here

Royal Mail

Simply print your returns label here, place the label on the front of your return parcel ensuring any outbound delivery labels are removed or covered. Head to any Royal Mail post office to complete the returns process.

You can find your nearest Post Office here.

Returns from outside the UK

We have partnered with Border Free to provide an international shipping service that allows the customer to shop and pay securely with local payment and currency options. If you ordered from outside of the UK your return will be processed by Border Free, please contact our Customer Service team via email and they will happily initiate the return process for you. Look out for a returns email from Border Free once you’ve contacted our customer service team that will contain all the returns instructions you will require.

Return guidelines and terms:

All returns must be made via post. Unfortunately products ordered online cannot currently be returned or exchanged in store. Products purchased in Original Penguin stores must be returned to the original place of purchase. This also includes any purchases from our retail partner stores.

It is very important that you remember to include your completed returns form with your parcel. Returns may not be processed without the returns form included.

If you have lost your returns form, you can print a new one below;

UK RETURNS FORM OUTSIDE UK RETURNS FORM

The goods are your responsibility until they reach our warehouse. We are not responsible for items lost or damaged in transit to our warehouse. We are of course be happy to assist should there be issues returning via one of our partners CollectPlus, Royal Mail or BorderFree, just get in touch with our Customer Service team. Please make sure all returned items are well packaged, so as not to be damaged in the post. If returning footwear, please ensure the shoe box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return not being processed and returned to you. Your package will be delivered in a branded reseal-able bag. Please feel free to use this to return any items.

We are offering free returns via CollectPlus and Royal Mail. Both of these services are secure and offer a trackable service. If you are unable to use either of these services, we recommend you return your order using an alternative secure and trackable service at your own cost. We also advise that you retain your proof of postage. We will take responsibility for your return as soon as our warehouse receives and signs for your package.

Online returns must be sent to:

  • ORIGINAL PENGUIN RETURNS
  • CRITTALL ROAD,
  • WITHAM,
  • ESSEX,
  • CM8 3DJ,
  • UNITED KINGDOM

All items that you return must be in a resalable condition that are unworn, unwashed, and complete with original tags. All goods will be inspected by our returns team and any item that is in an unsuitable condition or with tags removed will not be processed and sent back to you to the original delivery address.

It can take up to seven working days (21 days for international customers) for your returns to reach us. We endeavour to process your return on the same day we receive them. However, the process may take up to 3 working days in busy periods.

To keep you informed, we will 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. If you paid via PayPal or Apple Pay, any refunds will be issued to your original method of payment. Refunds can take up to 5 days to appear in your account.

Faulty Returns

If you find a fault with your purchase, and you bought the item at our online store, you’re entitled to return it within 6 months of the purchase date. You will need to email our customer service team to advise them of the faulty product and provide photographs of the fault. Once the customer service team have reviewed the claim, they will then authorise the return if they deem the fault to be valid.

Simply print your returns form below;

UK RETURNS FORM OUTSIDE UK RETURNS FORM

Please include this in your returned parcel. You can use our free returns service via CollectPlus or royal mail using the instructions above.