Returns
If you’re not 100% satisfied with your order, we offer free returns in the UK. If you have purchased sale or discounted items, they must be returned within 14 days of receipt and be in their original condition with all tags attached. Goods that are full price you must return within 28 days.
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.
Original Penguin within the UK
If you have lost your returns form, you can print a new one below:
UK RETURNS FORM OUTSIDE UK RETURNS FORM
FREE RETURNS WITH INPOST
No printing required at home or when you drop off your return. Just scan. Drop. Done. You don’t even need a label!
How it works:
- Choose Instant Returns to create a QR code here.
- Scan the code on your phone at your local locker
- Put your parcel inside and shut the door.
When your return is collected from the locker, a label will be applied for you by the courier. Lockers are available 24/7 and self-service plus contact-free.
PLEASE NOTE: all items from the same order should be returned in one parcel.
Maximum parcel size: 41cm x 38cm x 64cm.
FREE RETURNS WITH ROYAL MAIL
We offer FREE UK returns via Royal Mail.
With Royal Mail Tracked Returns, it is a quick, easy and reliable returns service. What’s more, it gives you more visibility and control over the whole process. 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.
Nearest Post Office? Click here.
Need more information? See our Returns FAQ
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.
You should find instructions and your free returns label included in your package. If you’re missing the label, please follow the instructions below:
- Download your free returns label at CollectPlus
- 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.
- 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 accepts parcels up to 60 x 50 x 50cm and up to 10kg. Nearest CollectPlus store? click here. 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
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.
Returns from outside the UK
We have partnered with Global-e 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 Global-e. Please use the returns link here to start the return process. Look out for a returns email from Global-e once you have completed the steps.
| Zones | Return Cost |
|---|---|
| Ireland | £6.00 |
| France | £6.00 |
| Germany | £6.00 |
| Rest of Europe | £12.00 |
| USA | £15.50 |
| Canada | £20.00 |
| Australia | £20.00 |
| Rest of World | £20.00 |
Return guidelines
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.
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.
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.
We request that you please keep your proof of postage/return receipt, as this may be needed in the event that your return is lost or delayed.
Returns terms
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 Royal Mail or Global-e, 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 Royal Mail. This service is secure and offer a trackable service. If you are unable to use this service, please use our contact us page.
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 contact 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 and include this in your returned parcel. You can use our free returns service via Royal Mail using the instructions above.
Need more information?
See our Returns FAQ
