Frequently Asked Questions

How long will my order take?

We dispatch your order within 24 hours on weekdays and within 48 hours at weekends, and the dispatch date is shown on every product page before you buy. Your parcel is dispatched from our supplier's warehouse and is tracked the whole way — you'll get a tracking link by email as soon as it leaves. If it hasn't reached you within 14 working days, email support@penshurstboutique.com with your order number and we'll trace it for you.

How much is delivery?

Free, on every order, with no minimum spend. There is no surprise charge at the checkout — the price you see on the product page is the price you pay.

Where do you deliver?

The United Kingdom only, for now.

How do I track my order?

Use the Track Your Order page with your order number and the email address you ordered with. Tracking usually starts updating 3 to 5 days after dispatch.

What if it doesn't fit?

You have 30 days from delivery to return an item. Email support@penshurstboutique.com first and we'll send you the return address and instructions — please don't send anything back before you hear from us, or we may not be able to trace it. Your refund goes back to the card you paid with within 14 days of the item reaching us.

Who pays for the return?

It depends on why the item is coming back, and we'd rather be straight with you about it before you order than after.

We pay if the item arrives faulty, damaged, or isn't what you ordered. Send us a photo at support@penshurstboutique.com and we'll cover the return postage and put it right — replacement or full refund, your choice. You'll never be out of pocket for something that was our mistake.

You pay the return postage if you've simply changed your mind or the fit isn't right. We don't charge a restocking fee and we don't deduct anything from your refund — it's only the cost of posting the parcel back. A tracked service is worth it, because we can only refund what reaches us.

Where do returns go?

Our returns are handled by our supplier's warehouse in Asia, which is also where your order ships from. We'll send you the full address when you request a return. This is why we ask you to email us first rather than posting anything back on your own.

Which size should I order?

Every product page has a size chart with real measurements in centimetres. If you fall between two sizes, take the larger one — our pieces are cut for comfort and a size up almost always sits better than a size down.

How can I pay?

All major debit and credit cards, plus Apple Pay, Google Pay and Shop Pay. Your payment details are handled by Shopify's secure checkout and never touch our systems.