What should I do if I'm missing an item from my order?
If you are missing an item, please contact our customer service team with your order number and missing item number and we will resolve the issue for you.
What should I do I received an incorrect item in my order?
If one of the items you have received isn’t what you have ordered. Please return this item and we will process your refund once the item has reached our warehouse.
What should I do if an item in my order is faulty?
If you have received a faulty item please contact customer services with photos of the fault with your product and they will be able to assist you.
Can I cancel or modify my order?
We aim to get your order to you as quickly as possible; therefore our warehouse will process your order within a short time of it being placed. This makes it unlikely that you’ll be able to amend or cancel your order. However, please do call or email our Customer Care team as soon as possible and they’ll do all they can to help.
What should I do if my order is cancelled?
If you are unsure of why you order has been cancelled, please contact our customer service team.
Do you offer price match?
Yes, please contact our customer care team
What payment methods do you accept?
We accept the following payment options:
What is Klarna?
Klarna is a global payments provider that works with retailers to give customers the smoothest online shopping experience by providing unique payment options. Please spend responsibly. 18+, T&Cs apply. Unfortunately, if Klarna is not displayed as a payment option at checkout, this method of payment is not available for your order.
Once you have placed your order, you will receive an email from Klarna within 48 hours that includes a statement and payment instructions. From that purchase date, you have 30 days to complete your payment with Klarna. Learn more.
For more FAQs regarding Pay Later click here an for 3 pay later installments click here.
How can I reach Klarna customer service?
You can reach Klarna anytime here.
When will my account be charged for my order?
You will be charged for your order as soon as it is shipped from our warehouse.
What packaging will my order be sent in?
Your package will be send in our branded plastic packaging which is made from 50% recycled materials. To recycle your packaging after use please check with your local recycling facilities using the recycling code on the bag.
Do you sell or accept gift cards?
We currently do not offer gift cards for online purchases but gift cards can be purchases and used in our stores
My promotional code doesn't work?
I can't checkout?
Please try using a difference devise, if you are still unable to checkout please contact customer services.
I haven't received an order confirmation email?
Please allow a short time for your confirmation email to appear in your inbox and please check your junk mail. It may be the case that you have entered an incorrect email address when completing your order. Please contact customer services if this is the case and they will be able to resend it.
What should I do if am trying to find an item that I can't see on the website?
If you are unable to find an item on our website it may be the case that we have now unfortunately sold out of that item. But if you send a style code and description to customer services they may be able to help you find something similar.
Is it safe to order online?
At Original Penguin we take the safety and security of your data very seriously. We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of sensitive information such as your name, address and your credit card details. This means information passed between your computer and our website cannot be read in the event of someone intercepting it.
How do you protect against payment fraud?
When we receive your order we carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfill the transaction. If successful, your card will be charged immediately. Additionally, for your protection, orders are fraud screened. Please take great care to enter your details accurately to ensure your order is successful. You’re billing name and address must also match that of the payment card. We reserve the right to cancel any order that does not match these criteria. Customers using MasterCard and Visa will also be required by their card issuer to enter their Verified by Visa or MasterCard SecureCode password. For more information about this service or to sign up please contact your card issuing bank. If for any reason your order is unsuccessful, we’ll attempt to contact you using the contact information you’ve provided.
What’s 3D secure?
3D Secure, also known as Verified by Visa or MasterCard SecureCode is an additional step in the payment confirmation process which is required by your card authoriser. It’s designed to offer an additional level of internet payment security. For more information about this service or to sign up please contact your card issuing bank.
Is my personal information kept private?
What are my delivery options?
Please see our delivery page for all of our delivery options and timescales.
How long does delivery take?
Our standard delivery takes 2-3 working days. If you need your order quicker than this we offer a UK next working day and a UK next working day before noon delivery service.
Can I choose a specific day or time for my order?
Currently we are unable to offer a specific day or time for your order to be delivered on. But we offer a next day delivery, a next day by noon and a Saturday delivery service.
Can I have my order delivered to my work address?
Yes, you can get your order delivered to your work place. Just make sure you include your full name and company name to your address.
Can I have my order delivered to a PO Box address?
We are currently unable to deliver to a PO Box address.
Which couriers do you use for shipping?
For UK deliveries we use DPD couriers.
How do I track my order?
Once your order has shipped from our warehouse, you will receive an email from us including your DPD tracking information.
Where is my order?
You can track your order using the DPD tracking number. If your packaging is showing it has been delivered but you haven’t received it please contact customer services and they will be able to assist you.
Do you ship to my country?
We have partnered with Global-e, a third party shipping handler. Simply click the country flag seen in the top right hand side of this page to see if your country is on the list.
Can I change the delivery address on my order?
Unfortunately once your order has been places we are unable to make any changes to the delivery address.
What happens if I'm not home when my delivery arrives?
The driver will attempt to deliver your parcel 3 times before taking it to your local postal shop. If you would like your parcel to be left in a safe place or delivered to a neighbour please visit the DPD website or app and update your delivery settings.
What is your returns Policy?
If you are not 100% satisfied with you order, you have 28 days from the day you receive your order to return it back to us. All items can be returned to us apart from underwear, unless the product is still in its unopened packaging. Sale items can be returned. All returned items must be unworn and in a resalable condition.
How can I return an UK order?
We offer FREE UK returns via Royal Mail.
How can I return an International order?
Please click the link here and follow the steps.
Can I exchange my order?
Unfortunately 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.
How can I get a new returns form?
If you have lost your returns form you can print a new form by clicking here
What happens if I forgot to include my returns form in my parcel?
Please contact customer services with your order number and details of the items you have returned and they will be able to assist you.
How can I track my returns?
You can track your return using the tracking number provided by collect plus or royal mail. Once your return reaches our warehouse we aim to process your refund between 1-3 working days.
When will I receive my refund?
For UK orders It can take up to seven working days for your returns to reach us. We aim to process your return on the same day we receive them. However, the process may take up to 3 working days in busy periods.
How do returns work with Klarna?
Your right to return items isn't affected by the payment period, and you'll only have to pay for the items that you keep. If you have returned unwanted items from an order purchased using Klarna and your payment deadline is approaching, we recommend extending the deadline to avoid charges. From receipt of your parcel, allow the return to take up to 12 days to get to the warehouse, and 5 days for your return to be processed. Once we have processed your return, you will receive an updated Klarna invoice. If any items in the order are kept or postage costs need to be paid, please select the link included in the updated email, to pay off your bill. Please contact Klarna Customer Service, if you hold further queries concerning your account.
I haven't received my refund?
If you have returned your package over 7 working days ago and haven’t received your refund, please contact our customer services and they will be able to assist you.
What should I do if I wish to return a product bought from a 3rd party store?
Unfortunately we are not able to offer a refund on items that were not purchased directly from Original Penguin. If you wish to return a product bought from another retailer please return the item directly to them.
What should I do if I wish to return a product bought in store?
If you would like to return an item bought in store, please visit any Original Penguin store to process you return.
Can I return underwear?
In the interest 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 faulty goods?
If you find a fault with your purchase and you bought then item at our online store you can return it within 6 months of the purchase date. To process the return you will need to email out customer services team to advise them of the faulty product and provide photographs of the fault. The customer service team have accessed the claim they will process the refund if faulty is deemed valid.
Do I need an account to place an order?
No, you do not need an account to place an order. When you get to the checkout page you will be given the option to “continue as a guest”.
Where can I login?
To log into your account please select the icon of the person in the right hand corner of the website header.
How can I change my account details?
Once you are signed into your account you will be able to amend your email address, address and account password.
How do I create an account?
To create an account, please select the icon of the person in right hand corner of the website header. Then you will be able to click the link “create account” at the bottom of the login section.
I have not received my Klarna statement, what shall I do?
Please view the ‘account information’ section of your account and check that the email address provided is correct. If it is, please check your Junk and Spam folders on your email account. If it is not correct, please contact our customer service team below, who will re-send your paper statement to the correct email address.
How do I sign up to the newsletter?
To join our mailing list please scroll down to the bottom of our homepage and you will we see where to enter your email address. Once you have done this you will receive an email to your inbox to confirm that you have signed up, you will also receive a code for 10% off your first order.
How do I unsubscribe to your newsletter?
We are sorry to see you leave, but if you would like to unsubscribe you can do this by clicking “unsubscribe” on the bottom of our emails.
What do I do if I forget my password?
You can reset your password by entering your email address on the login page and selecting “forgot password”.
Why can’t I sign into my account?
If you are unable to login to your account please double check you are using the same email that you used when you registered your account. If you are still having problems you can enter your email address and click on “forgot password” to reset your password.