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FAQs
Find quick answers to common questions about orders, shipping, and returns.
When using our website you can register with us to have an 'account' or you can check out as a 'guest'.
If you need to reset your account password at any time then please click on the link below. Please be aware that placing an order with us does not automatically create an account.
https://penelopechilvers.com/customer/account/forgotpassword/
If you need any further support please contact us at customerservices@penelopechilvers.com
If your payment has been rejected at checkout or you are having issues with your order going through, please contact customerservices@penelopechilvers.com and we will be happy to look into this for you.
Possible reason for rejection:
Not shopping on the correct site based on your country.
Using a PO box for shipping and/or billing.
Using a different shipping address to the billing address.
Shipping to a high-risk country.
Not completing the two-factor authentication process.
Spending more than your limit.
We are sorry that you have been rejected. Please do not hesitate to try an alternative payment method.
If you wish to cancel your order, please email us at customerservices@penelopechilvers.com and we will do our best to accommodate your request. Please be aware we have a small window where orders can be cancelled, and if this is window is missed, we may not be able to fulfil your request.
Your Order Confirmation will be sent to the email address provided at checkout and can take up to 10 minutes to be received. We also recommend checking your spam/junk mail for your Order Confirmation email as well.
If you still cannot see the order confirmation or believe you may have entered an incorrect email at checkout, please email us at customerservices@penelopechilvers.com or join a live chat with one of our agents, providing the date and time you placed the order, and we can look into this for you.
If you would like to change the delivery address, please contact us at customerservices@penelopechilvers.com or connect with one of our agents via our live chat.
We have a small window where we can make amendments to addresses on orders, so please be aware that if this window is missed, we might not be able to accommodate your request.
Please do contact us, and we will do our best to facilitate any changes.
If you wish to amend or cancel your order, please email customerservices@penelopechilvers.com with the change you require and we will do our best to amend/cancel your order before it is processed. If we are not able to cancel/amend, we will ask you to place a new order and return the unwanted order.
Once we dispatch your order for delivery, you will receive a unique tracking number by email. You can use this tracking number to check the status of your shipment.
The retail selling price may vary between currencies (£, $, €) from time to time. Price variation may occur due to currency exchange fluctuations and other variable operating costs by country. For further information and support, please do not hesitate to contact us at customerservices@penelopechilvers.com.
In order to get shipping options to your destination, please ensure you are shopping on the correct website for your country.
To do this, please select your country from the drop-down box at the top right hand corner of our website homepage.
If you are still experiencing issues with shipping to your destination, please get in touch with us on customerservices@penelopechilvers.com where one our team members will be happy to support.
If you would like to register for "back in stock" email alerts, please visit the product you would like on the website and select your size. If it is out of stock, you will be able to leave your email address and we will be in touch should the item and size comes back into stock.
Please note, back in stock emails will also be sent out should only 1 pair become available and are not always for when we have a full stock, so make sure to act fast!
For the Channel Islands and the Isle of Man, the price at check-out does not include UK VAT. The retail price is the same as the UK because operating and postage costs are significantly higher.
Most of our products cannot be sent with Royal Mail and are treated as International shipments. We use the additional margin to maintain a flat rate postal charge.
Please contact us at customerservices@penelopechilvers.com to discuss further or provide us with feedback.
RETURNS
Once delivered to our warehouse, returns can take up to 5 working days to be processed and refunded. Once your order has been refunded, you'll receive an email confirming the refund has been processed.
If it has been longer than 5 working days since your return was delivered to us, please send a copy of the proof of postage with tracking details of your return to customerservices@penelopechilvers.com, and a member of our team will get your refund processed for you.
Update to Our Returns Policy - Effective 12 GMT, 6th March 2025
From 6th March 2025, a £3 returns fee will apply to all UK orders. This means that any orders returned on or after this date will incur the fee, which will be automatically deducted from your refund when we process your return.
Why We're Making This Change
Returns carry an unseen environmental impact, with each one requiring transportation, handling, and repackaging.
While we will continue to cover the majority of the cost, this £3 contribution helps us maintain the quality and craftsmanship you expect while encouraging more mindful purchasing. Thank you for your continued support in making considered choices.
UK Returns – How It Works
Step 1 - Click here https://penelopechilvers.returns.international/pro to process your return through our Returns Portal. You will need your order number and email address for this.
Step 2 - Package your item(s) in one bag with your Dispatch Note and attach your returns label produced in the Returns Portal.
Step 3 - Go to your most convenient Post Office location. Click here to find your nearest Post Office.
Important! Please obtain a proof of postage receipt and keep it until you have received your refund.
Please Note: If you're having any issues generating your label through our returns portal, please contact customerservices@penelopechilvers.com.
EU Returns - How It Works
If you are not completely satisfied with your order, we will refund the product if the order is returned within 21 days from receipt of delivery. SALE/Discounted orders must be returned within 14 days. Item(s) must be in a new and unworn condition with all packaging and garment tags attached. We cannot accept any used items and any such items will be returned to the purchaser.
We regret to inform you that we do not offer a free return service for EU and ROW purchases. Please use our Returns Portal here https://penelopechilvers.returns.international/pro to guide you through your return. You will need your order number and email address for this.
Please Note: If you have any issues or questions, please email customerservices@penelopechilvers.com with your order number and query.
US Returns - How It Works
Step 1 - Click here https://penelopechilvers.returns.international/pro to process your return through our Returns Portal. You will need your order number and email address for this.
Step 2 - Package your item(s) in one bag, enclosing the required paperwork and attaching the label.
Step 3 – Drop to your nearest DHL Drop Off Point (to find your nearest drop off point, search here: https://locator.dhl.com/)
Important! Please obtain a proof of postage receipt and keep it until you have received your refund.
Please Note: If you need any further support, please email customerservices@penelopechilvers.com with your order number and query.
Rest of World Returns - How It Works
If you are not completely satisfied with your order, we will refund the product if the order is returned within 21 days from receipt of delivery. SALE/Discounted orders must be returned within 14 days. Item(s) must be in a new and unworn condition with all packaging and garment tags attached. We cannot accept any used items and any such items will be returned to the purchaser.
We regret to inform you that we do not offer a free return service for EU and ROW purchases. Please use our Returns Portal here https://penelopechilvers.returns.international/pro to guide you through your return. You will need your order number and email address for this.
Please Note: If you have any issues or questions, please email customerservices@penelopechilvers.com with your order number and query.
If you are in the UK and you would like to return an order using the Royal Mail Free Returns Link but you do not have a printer, please continue to make a label as instructed via our portal and choose the QR code option when selecting which kind of label you would like.
Unfortunately, we are unable to process exchanges or refunds for store purchases at our warehouse.
You are welcome to visit or send back your purchase to either of our stores for an exchange or refund, provided the item has not been worn and it is within 21 days (14 days for SALE and discount items) from the date of purchase. In order to return from the UK, please follow the link below to send your return back to our Duke Street store. Please include a covering note with your name, a contact phone number, and a copy of your till receipt with your return.
Return via Royal Mail
If you are not based in the UK and wish to return your store purchase back to the store, please get in contact with customerservices@penelopechilvers.com who will be able to help you with your request.
Penelope Chilvers
69 Duke St
London
W1K 5NX
United Kingdom
If you are sending back from within the UK, please use the following link to create a returns label http://www.royalmail.com/track-my-return/create/2742
Yes, you can return your online order to one of our stores. You will need to provide the store team with the Order Confirmation to complete the request successfully.
Please refer to our website for store opening hours.
https://penelopechilvers.com/stores
CONTACT US
If you wish to get in touch with our Partnerships team, please send over your query to the email below.
sales@penelopechilvers.com
Many thanks.
For any press or PR enquiries, imagery and sample requests, please contact:
marketing@penelopechilvers.com
Many thanks.
To contact Customer Services, please call +44 (0) 207 491 9777 or email customerservices@penelopechilvers.com
USA and Canadian customers can phone us toll-free on 1 800 667 4006 or email customerservices@penelopechilvers.com
FITTING ADVICE
To ensure you buy the right size first time, please take time to review the size and fit information https://penelopechilvers.com/size-fit-guide
If you are unsure and would like more help, please contact us at customerservices@penelopechilvers.com.
Alternatively, you can arrange a WhatsApp video call with one of our store specialists. They can talk you through the measuring process and show you different products. If you would like to do this, please WhatsApp +44 207 491 9555 or +44 207 221 2363
To help you find the right size first time, we recommend reviewing our clothing size and fit guide here:
https://penelopechilvers.com/size-fit-guide
Our guide includes detailed measurements and fit notes for each style to help you choose the size that will suit you best.
If you are unsure or would like personalised advice, please contact us at customerservices@penelopechilvers.com and our team will be happy to help.
Alternatively, you can arrange a WhatsApp video call with one of our store specialists. They can talk you through how to take your measurements, discuss fit preferences, and show you different styles. To arrange a call, please WhatsApp +44 207 491 9555 or +44 207 221 2363.
Size & fit will vary slightly depending on the style and design. For information about a particular style, please consult the size guide on each product page where you will see specific advice based on your foot size.
To help you find the right boot, our founder Penelope Chilvers talks you through some simple steps to find your perfect pair.
If you would like us to provide you with advice, please let us know which product/s you are interested in and your regular foot size? Please email the information to us at customerservices@penelopechilvers.com or connect with a live agent.
CARE ADVICE
Leather and Suede have minor flaws and imperfections as they are natural materials. These characteristics are important and only add to the beauty of the product.
You can use our Leather Feed and Creams along with our brushes to buff out any scratches and imperfections.
The care advice will vary by style. Please visit our website and search for the item you are interested in. Each product has a “Specification & Care” tab with full details. Alternatively, look at the 'Care' section on our website menu https://penelopechilvers.com/care
You can use our Beech Buffing Brush to buff and polish your leather footwear after you've applied the leather cream or feed.
The user-friendly large handle and long horse hair bristles provide good coverage and effective shinning capabilities.
You can use the Beech Mud Brush to remove any dried mud and dirt from your boots before you apply any creams or wax.
Make sure the mud and boots are dry before using, if your boots are wet we'd recommend stuffing dry newspaper in the boots to absorb some of the moisture and hold the shape of the boot.
You can also use the Beech Mud Brush as a Suede/Nubuck Brush to maintain the nap and overall look of our Suede and Nubuck boots.
You can use our Leather Feed on Oiled or Full Grain leather boots every couple of months to keep the leather supple and the rain off. The Leather Feed contains Paraffin wax which can also help to remove scratches and scrapes.
You don’t need to apply this when you first buy the boots – just when they have seen some wear.
Disclaimer: Always do a patch test on the back of the boots as the wax may darken the leather slightly.
How to Use:
Firstly, use a clean cloth to apply to clean, dry footwear ensuring to treat all seams.
Next, leave the boots to dry for 20 minutes and then re-apply. Re-apply the wax 2 - 3 times for the best results.
Lastly, once the boots are dry use a Soft Horsehair Brush to buff the leather and give it a subtle shine.
Alternatively, you can use Beeswax or Dubbin Wax for the same results.
Leather and suede have minor flaws and imperfections as it is a natural material. These characteristics are important and only add to the beauty of the product.
The care advice will vary by style. Please visit our website and search for the item you are interested in. Each product has a “specification & Care” tab with full details. Alternatively, look at the 'Care' section on our website menu https://penelopechilvers.com/care
REFUNDS
Upon receipt of your return, we will process your refund as quickly as possible. Please check your "returns" shipment tracking number to confirm that your return has been delivered and received by Penelope Chilvers. Whilst most refunds will show in your bank account or on your credit card statement within 5 days, please allow 10 days as processing time can vary by bank.
If more than 10 days have passed, please contact customerservices@penelopechilvers.com with your order number and shipment tracking number. We will locate the return and implement a swift resolution.
We are only able to refund the difference if:
It is possible for you to return your order within the returns period (21 days & 14 days for SALE and discounted items).
The item is new and has not been worn.
There is stock available of the item on our website (i.e. the exact style, colour, and size).
If your order meets the criteria above, please email us at customerservices@penelopechilvers.com with your Order Confirmation number and state that you would like to be refunded the difference value.
EXCHANGES
Please note we no longer offer exchanges for orders.
If you wish to order again please return your original item to us following the instructions on our Returns page.
Please use the code UKEXFD for free delivery on your replacement order.
If you have any further queries please contact us at customerservices@penelopechilvers.com
Please note we no longer offer exchanges for orders.
If you wish to order again please return your original item to us following the instructions on our Returns page.
Please use the code EUROFD for free delivery on your replacement order.
If you have any further queries please contact us at customerservices@penelopechilvers.com
Please note we no longer offer exchanges for orders.
If you wish to order again please return your original item to us following the instructions on our Returns page.
Please use the code USAFD for free delivery on your replacement order.
If you have any further queries please contact us at customerservices@penelopechilvers.com
Please note we no longer offer exchanges for orders.
If you wish to order again please return your original item to us following the instructions on our Returns page.
Please use the code ROWEXFD for free delivery on your replacement order.
If you have any further queries please contact us at customerservices@penelopechilvers.com
DUTIES AND TAXES
Your order will be shipped from the UK via an express premium service. Order will be sent on a DDP (Duty Delivery Paid) Service. Penelope Chilvers will pay all applicable Duty & Taxes for you.
Your order will be shipped from the UK via an express service. The local shipping carrier will charge the recipient all applicable Duties & Taxes on delivery. You are responsible for paying duties when importing from the UK into your home country. To check the cost in advance, please visit
Orders will be sent from the UK to the EU on a DDP (Duty Delivery Paid) service. Penelope Chilvers will pay all applicable Duty & Taxes for you. You will NOT be asked to pay any additional Duty & Taxes. Orders will be delivered within 2-5 business days via DPD, DHL Express, UPS, or another reputable international courier service and will require a signature on delivery.
For all countries outside the EU, orders may be subject to customs duty and/or import taxes if your order value exceeds the import allowance of your shipping destination (all orders to EU destinations are sent Duty Delivery Paid). Please check the shipping destination customs website for further information or you can use https://www.simplyduty.com/import-calculator/ as a guide.
Please note goods will be shipped Duty & Taxes Unpaid for all countries outside the EU. You are responsible for paying duties when importing from the UK into your home country. We are unable to refund any delivery costs, custom taxes, or duties incurred. However, most countries will allow you to reclaim duties & taxes if you decide to return your order.
PROMO CODES
As a mark of our gratitude and utmost respect, we are saying a huge thank you to all NHS and military forces employees by offering a 15% discount code to be used on any full price purchase.
Simply send a photo of your NHS badge/Blue Light Card to us at customerservices@penelopechilvers.com and we will reply with the code.
If you have signed up to our newsletter and have not received your Welcome 15% discount code, then please get in touch with our Customer Service team at customerservices@penelopechilvers.com.
You can only use one promotional code at a time on the website.
All promotional codes are valid for a limited time only and are subject to terms and conditions.
You can only use promotional codes on full price items unless specified.
If you would like us to apply a discount code retrospectively, please wait for your delivery. Once you have decided that you wish to keep the order, please email us at customerservices@penelopechilvers.com and include your Order Confirmation number along with the Promo Code you missed at checkout, and we will be happy to honour the discount.
SUBSCRIBE
If you would like to be kept up to date with Penelope Chilvers news and promotions, please visit our website www.penelopechilvers.com and enter your email in the “stay in touch” on the footer of the home page.
REPAIRS
If the newest member of your family has decided it loves the taste of Penelope Chilvers boots, then please contact us at customerservices@penelopechilvers.com including a photo of the damage and we will advise if repair is an option.
We can repair styles constructed using our Goodyear welted sole. Most local, reputable cobblers should be able to assist you. However, if you live in the UK and prefer to use our trusted cobbler, please contact us on customerservices@penelopechilvers.com. Be sure to include a photo of your boot with your message.
FAULTY
We're sorry there is an issue with your purchase.
Please email us at customerservices@penelopechilvers.com with your name, contact phone number, order number, a brief description of the fault, and a few photos of the fault. We are sorry for any inconvenience caused and we will respond quickly to your email.
UNSUBSCRIBE
We are sorry that you want to unsubscribe from our catalog mailing list.
Please email customerservices@penelopechilvers.com with your name and address and we will remove your details.
GIFT CARD
To buy a Penelope Chilvers E-Gift voucher, please shop here https://penelopechilvers.com/gifts
The E-Gift Voucher can be used at penelopechilvers.com and in-store.
To use an E-Gift voucher, you will be asked to enter the unique number at checkout and your purchase will be discounted by the E-Gift value.
Your E-Gift voucher cannot be exchanged for cash and can only be used to make a purchase. You cannot use a promo discount code to buy an E-Gift voucher.
The maximum E-Gift voucher purchase on one order is £1000/€1000/$1000 and will expire 12 months from the date of purchase.
For full terms, please see our Gift Card Terms & Conditions https://penelopechilvers.com/gift-card-terms-conditions
We will refund the amount to your original E-Gift voucher number
Please be extra careful when typing in the recipient’s email address as Penelope Chilvers will accept no responsibility for errors. If you do make a mistake, please contact us immediately at customerservices@penelopechilvers.com and we will try to cancel and reissue the E-Gift voucher.
The currency denomination can only be used on the corresponding website (e.g. £ can only be used for purchases in £). Please contact customerservices@penelopechilvers.com if you have received a Gift Card in the wrong currency for your country.
Please contact customerservices@penelopechilvers.com and they will endeavor to help.
To check your balance, please visit ‘Gift Card Balance’ section on the footer of our website where you will need to enter your Gift Card code
To extend your E-Gift Card due to exceptional circumstances, please contact the Customer Service team at Penelope Chilvers. You can reach them via email at customerservices@penelopechilvers.com. They will assist you with the possibility of extending your E-Gift Card.
For online purchases, you cannot redeem multiple E-Gift vouchers within the same order. Only one E-Gift voucher can be used in combination with the remaining balance via your normal online payment method.
OUR CONSTRUCTIONS
This is the most common way of attaching soles for shoes with a rubber sole. Once the upper is shaped and completed around the last, the sole is attached with an adhesive, and no welting is used.
Benefits:
It is a superior method of attachment for gummy, rubbery soles that are used in casual shoes.
Styles:
Incredible, Cosmos, Infinity
In a Blake construction, the outer sole is directly stitched to the insole so it is like a half welt.
Benefits:
It has a more discreet profile and is generally used on finer boots and shoes, this allows more flexibility and lighter weight as compared to the sturdier Goodyear construction.
Blake welt footwear can be re-soled with specialist machines but not through general shoe repairers.
Styles:
Cassidy, Cali, Blanca, Loafer, Idler, Federico
The vulcanised shoe construction process is the classic, expensive way to make a sneaker. The upper and rubber sole are "cooked" in a vulcanising oven for several hours to cure the rubber. The shoe is heated long enough for the tape and the sole unit to fuse together.
Benefits:
Vulcanisation ensures a tight, sealed construction that is lightweight and flexible with a bespoke finish in both colour and texture.
Styles:
Jump
We work with skilled local artisans and makers to create pieces that are made to last. Our Goodyear welt construction sits at the heart of this, with durable soles that can be renewed when worn through. A majority of boot collection is made using the Goodyear welt construction, which ensures a longer lifecycle for the shoes, often 10 years or more, if cared for correctly.
The Goodyear welt construction involves stitching a welt to the upper and a strip of preformed canvas like a "rib" that runs all around the edges and bottom. It is cemented to the insole of a shoe as an attach point for the outsole or midsole. This Victorian method is generally used to make men's formal shoes but is also synonymous with our brand and its reputation for high quality and comfort.
Goodyear welt construction allows for the shoes or boots to be entirely resoled. This allows customers to breathe new life into their boots every few years and keep them looking good as new.
Benefits:
Goodyear Welt footwear can be re-soled.
The Goodyear Welt is flexible and provides a comfortable wear.
Examples of popular Goodyear welted styles:
Long/Standard Tassel Boots, Inclement Tassel Boots and our Nelson and Oscar Boots.
When using our website you can register with us to have an 'account' or you can check out as a 'guest'.
If you need to reset your account password at any time then please click on the link below. Please be aware that placing an order with us does not automatically create an account.
https://penelopechilvers.com/customer/account/forgotpassword/
If you need any further support please contact us at customerservices@penelopechilvers.com
If your payment has been rejected at checkout or you are having issues with your order going through, please contact customerservices@penelopechilvers.com and we will be happy to look into this for you.
Possible reason for rejection:
Not shopping on the correct site based on your country.
Using a PO box for shipping and/or billing.
Using a different shipping address to the billing address.
Shipping to a high-risk country.
Not completing the two-factor authentication process.
Spending more than your limit.
We are sorry that you have been rejected. Please do not hesitate to try an alternative payment method.
If you wish to cancel your order, please email us at customerservices@penelopechilvers.com and we will do our best to accommodate your request. Please be aware we have a small window where orders can be cancelled, and if this is window is missed, we may not be able to fulfil your request.
Your Order Confirmation will be sent to the email address provided at checkout and can take up to 10 minutes to be received. We also recommend checking your spam/junk mail for your Order Confirmation email as well.
If you still cannot see the order confirmation or believe you may have entered an incorrect email at checkout, please email us at customerservices@penelopechilvers.com or join a live chat with one of our agents, providing the date and time you placed the order, and we can look into this for you.
If you would like to change the delivery address, please contact us at customerservices@penelopechilvers.com or connect with one of our agents via our live chat.
We have a small window where we can make amendments to addresses on orders, so please be aware that if this window is missed, we might not be able to accommodate your request.
Please do contact us, and we will do our best to facilitate any changes.
If you wish to amend or cancel your order, please email customerservices@penelopechilvers.com with the change you require and we will do our best to amend/cancel your order before it is processed. If we are not able to cancel/amend, we will ask you to place a new order and return the unwanted order.
Once we dispatch your order for delivery, you will receive a unique tracking number by email. You can use this tracking number to check the status of your shipment.
The retail selling price may vary between currencies (£, $, €) from time to time. Price variation may occur due to currency exchange fluctuations and other variable operating costs by country. For further information and support, please do not hesitate to contact us at customerservices@penelopechilvers.com.
In order to get shipping options to your destination, please ensure you are shopping on the correct website for your country.
To do this, please select your country from the drop-down box at the top right hand corner of our website homepage.
If you are still experiencing issues with shipping to your destination, please get in touch with us on customerservices@penelopechilvers.com where one our team members will be happy to support.
If you would like to register for "back in stock" email alerts, please visit the product you would like on the website and select your size. If it is out of stock, you will be able to leave your email address and we will be in touch should the item and size comes back into stock.
Please note, back in stock emails will also be sent out should only 1 pair become available and are not always for when we have a full stock, so make sure to act fast!
For the Channel Islands and the Isle of Man, the price at check-out does not include UK VAT. The retail price is the same as the UK because operating and postage costs are significantly higher.
Most of our products cannot be sent with Royal Mail and are treated as International shipments. We use the additional margin to maintain a flat rate postal charge.
Please contact us at customerservices@penelopechilvers.com to discuss further or provide us with feedback.
Once delivered to our warehouse, returns can take up to 5 working days to be processed and refunded. Once your order has been refunded, you'll receive an email confirming the refund has been processed.
If it has been longer than 5 working days since your return was delivered to us, please send a copy of the proof of postage with tracking details of your return to customerservices@penelopechilvers.com, and a member of our team will get your refund processed for you.
Update to Our Returns Policy - Effective 12 GMT, 6th March 2025
From 6th March 2025, a £3 returns fee will apply to all UK orders. This means that any orders returned on or after this date will incur the fee, which will be automatically deducted from your refund when we process your return.
Why We're Making This Change
Returns carry an unseen environmental impact, with each one requiring transportation, handling, and repackaging.
While we will continue to cover the majority of the cost, this £3 contribution helps us maintain the quality and craftsmanship you expect while encouraging more mindful purchasing. Thank you for your continued support in making considered choices.
UK Returns – How It Works
Step 1 - Click here https://penelopechilvers.returns.international/pro to process your return through our Returns Portal. You will need your order number and email address for this.
Step 2 - Package your item(s) in one bag with your Dispatch Note and attach your returns label produced in the Returns Portal.
Step 3 - Go to your most convenient Post Office location. Click here to find your nearest Post Office.
Important! Please obtain a proof of postage receipt and keep it until you have received your refund.
Please Note: If you're having any issues generating your label through our returns portal, please contact customerservices@penelopechilvers.com.
EU Returns - How It Works
If you are not completely satisfied with your order, we will refund the product if the order is returned within 21 days from receipt of delivery. SALE/Discounted orders must be returned within 14 days. Item(s) must be in a new and unworn condition with all packaging and garment tags attached. We cannot accept any used items and any such items will be returned to the purchaser.
We regret to inform you that we do not offer a free return service for EU and ROW purchases. Please use our Returns Portal here https://penelopechilvers.returns.international/pro to guide you through your return. You will need your order number and email address for this.
Please Note: If you have any issues or questions, please email customerservices@penelopechilvers.com with your order number and query.
US Returns - How It Works
Step 1 - Click here https://penelopechilvers.returns.international/pro to process your return through our Returns Portal. You will need your order number and email address for this.
Step 2 - Package your item(s) in one bag, enclosing the required paperwork and attaching the label.
Step 3 – Drop to your nearest DHL Drop Off Point (to find your nearest drop off point, search here: https://locator.dhl.com/)
Important! Please obtain a proof of postage receipt and keep it until you have received your refund.
Please Note: If you need any further support, please email customerservices@penelopechilvers.com with your order number and query.
Rest of World Returns - How It Works
If you are not completely satisfied with your order, we will refund the product if the order is returned within 21 days from receipt of delivery. SALE/Discounted orders must be returned within 14 days. Item(s) must be in a new and unworn condition with all packaging and garment tags attached. We cannot accept any used items and any such items will be returned to the purchaser.
We regret to inform you that we do not offer a free return service for EU and ROW purchases. Please use our Returns Portal here https://penelopechilvers.returns.international/pro to guide you through your return. You will need your order number and email address for this.
Please Note: If you have any issues or questions, please email customerservices@penelopechilvers.com with your order number and query.
If you are in the UK and you would like to return an order using the Royal Mail Free Returns Link but you do not have a printer, please continue to make a label as instructed via our portal and choose the QR code option when selecting which kind of label you would like.
Unfortunately, we are unable to process exchanges or refunds for store purchases at our warehouse.
You are welcome to visit or send back your purchase to either of our stores for an exchange or refund, provided the item has not been worn and it is within 21 days (14 days for SALE and discount items) from the date of purchase. In order to return from the UK, please follow the link below to send your return back to our Duke Street store. Please include a covering note with your name, a contact phone number, and a copy of your till receipt with your return.
Return via Royal Mail
If you are not based in the UK and wish to return your store purchase back to the store, please get in contact with customerservices@penelopechilvers.com who will be able to help you with your request.
Penelope Chilvers
69 Duke St
London
W1K 5NX
United Kingdom
If you are sending back from within the UK, please use the following link to create a returns label http://www.royalmail.com/track-my-return/create/2742
Yes, you can return your online order to one of our stores. You will need to provide the store team with the Order Confirmation to complete the request successfully.
Please refer to our website for store opening hours.
https://penelopechilvers.com/stores
If you wish to get in touch with our Partnerships team, please send over your query to the email below.
sales@penelopechilvers.com
Many thanks.
For any press or PR enquiries, imagery and sample requests, please contact:
marketing@penelopechilvers.com
Many thanks.
To contact Customer Services, please call +44 (0) 207 491 9777 or email customerservices@penelopechilvers.com
USA and Canadian customers can phone us toll-free on 1 800 667 4006 or email customerservices@penelopechilvers.com
To ensure you buy the right size first time, please take time to review the size and fit information https://penelopechilvers.com/size-fit-guide
If you are unsure and would like more help, please contact us at customerservices@penelopechilvers.com.
Alternatively, you can arrange a WhatsApp video call with one of our store specialists. They can talk you through the measuring process and show you different products. If you would like to do this, please WhatsApp +44 207 491 9555 or +44 207 221 2363
To help you find the right size first time, we recommend reviewing our clothing size and fit guide here:
https://penelopechilvers.com/size-fit-guide
Our guide includes detailed measurements and fit notes for each style to help you choose the size that will suit you best.
If you are unsure or would like personalised advice, please contact us at customerservices@penelopechilvers.com and our team will be happy to help.
Alternatively, you can arrange a WhatsApp video call with one of our store specialists. They can talk you through how to take your measurements, discuss fit preferences, and show you different styles. To arrange a call, please WhatsApp +44 207 491 9555 or +44 207 221 2363.
Size & fit will vary slightly depending on the style and design. For information about a particular style, please consult the size guide on each product page where you will see specific advice based on your foot size.
To help you find the right boot, our founder Penelope Chilvers talks you through some simple steps to find your perfect pair.
If you would like us to provide you with advice, please let us know which product/s you are interested in and your regular foot size? Please email the information to us at customerservices@penelopechilvers.com or connect with a live agent.
Leather and Suede have minor flaws and imperfections as they are natural materials. These characteristics are important and only add to the beauty of the product.
You can use our Leather Feed and Creams along with our brushes to buff out any scratches and imperfections.
The care advice will vary by style. Please visit our website and search for the item you are interested in. Each product has a “Specification & Care” tab with full details. Alternatively, look at the 'Care' section on our website menu https://penelopechilvers.com/care
You can use our Beech Buffing Brush to buff and polish your leather footwear after you've applied the leather cream or feed.
The user-friendly large handle and long horse hair bristles provide good coverage and effective shinning capabilities.
You can use the Beech Mud Brush to remove any dried mud and dirt from your boots before you apply any creams or wax.
Make sure the mud and boots are dry before using, if your boots are wet we'd recommend stuffing dry newspaper in the boots to absorb some of the moisture and hold the shape of the boot.
You can also use the Beech Mud Brush as a Suede/Nubuck Brush to maintain the nap and overall look of our Suede and Nubuck boots.
You can use our Leather Feed on Oiled or Full Grain leather boots every couple of months to keep the leather supple and the rain off. The Leather Feed contains Paraffin wax which can also help to remove scratches and scrapes.
You don’t need to apply this when you first buy the boots – just when they have seen some wear.
Disclaimer: Always do a patch test on the back of the boots as the wax may darken the leather slightly.
How to Use:
Firstly, use a clean cloth to apply to clean, dry footwear ensuring to treat all seams.
Next, leave the boots to dry for 20 minutes and then re-apply. Re-apply the wax 2 - 3 times for the best results.
Lastly, once the boots are dry use a Soft Horsehair Brush to buff the leather and give it a subtle shine.
Alternatively, you can use Beeswax or Dubbin Wax for the same results.
Leather and suede have minor flaws and imperfections as it is a natural material. These characteristics are important and only add to the beauty of the product.
The care advice will vary by style. Please visit our website and search for the item you are interested in. Each product has a “specification & Care” tab with full details. Alternatively, look at the 'Care' section on our website menu https://penelopechilvers.com/care
Upon receipt of your return, we will process your refund as quickly as possible. Please check your "returns" shipment tracking number to confirm that your return has been delivered and received by Penelope Chilvers. Whilst most refunds will show in your bank account or on your credit card statement within 5 days, please allow 10 days as processing time can vary by bank.
If more than 10 days have passed, please contact customerservices@penelopechilvers.com with your order number and shipment tracking number. We will locate the return and implement a swift resolution.
We are only able to refund the difference if:
It is possible for you to return your order within the returns period (21 days & 14 days for SALE and discounted items).
The item is new and has not been worn.
There is stock available of the item on our website (i.e. the exact style, colour, and size).
If your order meets the criteria above, please email us at customerservices@penelopechilvers.com with your Order Confirmation number and state that you would like to be refunded the difference value.
Please note we no longer offer exchanges for orders.
If you wish to order again please return your original item to us following the instructions on our Returns page.
Please use the code UKEXFD for free delivery on your replacement order.
If you have any further queries please contact us at customerservices@penelopechilvers.com
Please note we no longer offer exchanges for orders.
If you wish to order again please return your original item to us following the instructions on our Returns page.
Please use the code EUROFD for free delivery on your replacement order.
If you have any further queries please contact us at customerservices@penelopechilvers.com
Please note we no longer offer exchanges for orders.
If you wish to order again please return your original item to us following the instructions on our Returns page.
Please use the code USAFD for free delivery on your replacement order.
If you have any further queries please contact us at customerservices@penelopechilvers.com
Please note we no longer offer exchanges for orders.
If you wish to order again please return your original item to us following the instructions on our Returns page.
Please use the code ROWEXFD for free delivery on your replacement order.
If you have any further queries please contact us at customerservices@penelopechilvers.com
Your order will be shipped from the UK via an express premium service. Order will be sent on a DDP (Duty Delivery Paid) Service. Penelope Chilvers will pay all applicable Duty & Taxes for you.
Your order will be shipped from the UK via an express service. The local shipping carrier will charge the recipient all applicable Duties & Taxes on delivery. You are responsible for paying duties when importing from the UK into your home country. To check the cost in advance, please visit
Orders will be sent from the UK to the EU on a DDP (Duty Delivery Paid) service. Penelope Chilvers will pay all applicable Duty & Taxes for you. You will NOT be asked to pay any additional Duty & Taxes. Orders will be delivered within 2-5 business days via DPD, DHL Express, UPS, or another reputable international courier service and will require a signature on delivery.
For all countries outside the EU, orders may be subject to customs duty and/or import taxes if your order value exceeds the import allowance of your shipping destination (all orders to EU destinations are sent Duty Delivery Paid). Please check the shipping destination customs website for further information or you can use https://www.simplyduty.com/import-calculator/ as a guide.
Please note goods will be shipped Duty & Taxes Unpaid for all countries outside the EU. You are responsible for paying duties when importing from the UK into your home country. We are unable to refund any delivery costs, custom taxes, or duties incurred. However, most countries will allow you to reclaim duties & taxes if you decide to return your order.
As a mark of our gratitude and utmost respect, we are saying a huge thank you to all NHS and military forces employees by offering a 15% discount code to be used on any full price purchase.
Simply send a photo of your NHS badge/Blue Light Card to us at customerservices@penelopechilvers.com and we will reply with the code.
If you have signed up to our newsletter and have not received your Welcome 15% discount code, then please get in touch with our Customer Service team at customerservices@penelopechilvers.com.
You can only use one promotional code at a time on the website.
All promotional codes are valid for a limited time only and are subject to terms and conditions.
You can only use promotional codes on full price items unless specified.
If you would like us to apply a discount code retrospectively, please wait for your delivery. Once you have decided that you wish to keep the order, please email us at customerservices@penelopechilvers.com and include your Order Confirmation number along with the Promo Code you missed at checkout, and we will be happy to honour the discount.
If you would like to be kept up to date with Penelope Chilvers news and promotions, please visit our website www.penelopechilvers.com and enter your email in the “stay in touch” on the footer of the home page.
If the newest member of your family has decided it loves the taste of Penelope Chilvers boots, then please contact us at customerservices@penelopechilvers.com including a photo of the damage and we will advise if repair is an option.
We can repair styles constructed using our Goodyear welted sole. Most local, reputable cobblers should be able to assist you. However, if you live in the UK and prefer to use our trusted cobbler, please contact us on customerservices@penelopechilvers.com. Be sure to include a photo of your boot with your message.
We're sorry there is an issue with your purchase.
Please email us at customerservices@penelopechilvers.com with your name, contact phone number, order number, a brief description of the fault, and a few photos of the fault. We are sorry for any inconvenience caused and we will respond quickly to your email.
We are sorry that you want to unsubscribe from our catalog mailing list.
Please email customerservices@penelopechilvers.com with your name and address and we will remove your details.
To buy a Penelope Chilvers E-Gift voucher, please shop here https://penelopechilvers.com/gifts
The E-Gift Voucher can be used at penelopechilvers.com and in-store.
To use an E-Gift voucher, you will be asked to enter the unique number at checkout and your purchase will be discounted by the E-Gift value.
Your E-Gift voucher cannot be exchanged for cash and can only be used to make a purchase. You cannot use a promo discount code to buy an E-Gift voucher.
The maximum E-Gift voucher purchase on one order is £1000/€1000/$1000 and will expire 12 months from the date of purchase.
For full terms, please see our Gift Card Terms & Conditions https://penelopechilvers.com/gift-card-terms-conditions
We will refund the amount to your original E-Gift voucher number
Please be extra careful when typing in the recipient’s email address as Penelope Chilvers will accept no responsibility for errors. If you do make a mistake, please contact us immediately at customerservices@penelopechilvers.com and we will try to cancel and reissue the E-Gift voucher.
The currency denomination can only be used on the corresponding website (e.g. £ can only be used for purchases in £). Please contact customerservices@penelopechilvers.com if you have received a Gift Card in the wrong currency for your country.
Please contact customerservices@penelopechilvers.com and they will endeavor to help.
To check your balance, please visit ‘Gift Card Balance’ section on the footer of our website where you will need to enter your Gift Card code
To extend your E-Gift Card due to exceptional circumstances, please contact the Customer Service team at Penelope Chilvers. You can reach them via email at customerservices@penelopechilvers.com. They will assist you with the possibility of extending your E-Gift Card.
For online purchases, you cannot redeem multiple E-Gift vouchers within the same order. Only one E-Gift voucher can be used in combination with the remaining balance via your normal online payment method.
This is the most common way of attaching soles for shoes with a rubber sole. Once the upper is shaped and completed around the last, the sole is attached with an adhesive, and no welting is used.
Benefits:
It is a superior method of attachment for gummy, rubbery soles that are used in casual shoes.
Styles:
Incredible, Cosmos, Infinity
In a Blake construction, the outer sole is directly stitched to the insole so it is like a half welt.
Benefits:
It has a more discreet profile and is generally used on finer boots and shoes, this allows more flexibility and lighter weight as compared to the sturdier Goodyear construction.
Blake welt footwear can be re-soled with specialist machines but not through general shoe repairers.
Styles:
Cassidy, Cali, Blanca, Loafer, Idler, Federico
The vulcanised shoe construction process is the classic, expensive way to make a sneaker. The upper and rubber sole are "cooked" in a vulcanising oven for several hours to cure the rubber. The shoe is heated long enough for the tape and the sole unit to fuse together.
Benefits:
Vulcanisation ensures a tight, sealed construction that is lightweight and flexible with a bespoke finish in both colour and texture.
Styles:
Jump
We work with skilled local artisans and makers to create pieces that are made to last. Our Goodyear welt construction sits at the heart of this, with durable soles that can be renewed when worn through. A majority of boot collection is made using the Goodyear welt construction, which ensures a longer lifecycle for the shoes, often 10 years or more, if cared for correctly.
The Goodyear welt construction involves stitching a welt to the upper and a strip of preformed canvas like a "rib" that runs all around the edges and bottom. It is cemented to the insole of a shoe as an attach point for the outsole or midsole. This Victorian method is generally used to make men's formal shoes but is also synonymous with our brand and its reputation for high quality and comfort.
Goodyear welt construction allows for the shoes or boots to be entirely resoled. This allows customers to breathe new life into their boots every few years and keep them looking good as new.
Benefits:
Goodyear Welt footwear can be re-soled.
The Goodyear Welt is flexible and provides a comfortable wear.
Examples of popular Goodyear welted styles:
Long/Standard Tassel Boots, Inclement Tassel Boots and our Nelson and Oscar Boots.