Terms & Conditions

These Terms & Conditions apply to all purchases made through the website of Penelope London (“we”, “us”, or “our”). By placing an order on our website, you agree to be bound by these Terms & Conditions.

Please read them carefully before making a purchase.

1. Applicability

These Terms & Conditions apply to all offers, orders, and agreements concluded via the Penelope London website. By completing a purchase, you confirm that you have read, understood, and accepted these terms.

2. Product Information

We make every effort to ensure that all product descriptions, images, prices, and information on our website are accurate and up to date. However, minor errors, typographical mistakes, or inaccuracies may occur.

Product images are for illustrative purposes and may vary slightly from the actual product.

We reserve the right to correct errors or update product information at any time without prior notice.

3. Orders and Payment

Orders are processed only after full payment has been successfully received.

Available payment methods may vary depending on your country or location.

Customers are responsible for ensuring that the selected payment method is valid and available in their region.

In case of suspected fraud or unauthorized transactions, we reserve the right to cancel or suspend an order.

4. Processing and Delivery

Order Processing Time: 1–3 business days

Estimated Shipping Time: 3–7 business days (depending on destination and local circumstances)

Orders are fulfilled through our international logistics and fulfillment partners. Shipping times are estimates and may vary due to factors outside our control, such as customs processing, carrier delays, or peak periods.

Penelope London is not responsible for delays caused by external carriers or customs authorities.

5. Cancellations and Returns

Please refer to our separate Return & Refund Policy for detailed information regarding cancellations, returns, eligibility, and procedures.

6. Liability

We are not responsible for lost, delayed, or damaged shipments once tracking information confirms delivery to the address provided by the customer.

Customers are solely responsible for providing accurate and complete shipping details at checkout.

Address corrections must be requested within 24 hours of placing an order. After this period, changes cannot be guaranteed.

To the fullest extent permitted by law, Penelope London shall not be liable for indirect or consequential damages arising from the use of our products or services.

7. Intellectual Property

All content on this website, including but not limited to text, images, logos, graphics, and designs, is the intellectual property of Penelope London.

Unauthorized use, reproduction, distribution, or modification of any content is strictly prohibited without prior written consent.

8. Complaints Procedure

If you have a complaint or concern, please contact us in writing via:

Email: support@penelopelondon.com

We aim to respond to all complaints within 5 business days and work toward a fair and reasonable resolution.

9. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law principles.

10. Contact Information

For questions regarding these Terms & Conditions, please contact us:

Company Name: Penelope London
Email: support@penelopelondon.com

Customer Support Hours:
Mon–Fri: 09:00 AM – 06:00 PM
Sat–Sun: 10:00 AM – 05:00 PM