Returns Policy

Returning Merchandise
All returns are accepted with Penelope Pink authorization only. To receive an authorization number, please contact us by email within 3 days of receipt of goods. Please give details of the reason for requesting returned items.
Refused, unclaimed, undeliverable orders or merchandise returned due to customers' error are subject to 25% restocking fee in addition to all freight charges.

If you would like to return an item:

You are entitled to return goods and ask for a refund, exchange or repair if the goods you purchased:
Have a fault that you could not have known about at the time of purchase;
Are not the same as the description provided by the salesperson or advertisement;
Do not match the sample you were shown at the time of purchase; and/or
Do not do the job as you were led to believe.

You are not entitled to a refund if you:

simply change your mind or no longer want the goods;
realise you can't afford the goods;
found the same item at a cheaper price elsewhere;
choose the wrong size or colour;
knew about the particular fault prior to purchase; and/or
were responsible for causing the fault.
If you purchased a Clearance Sale item or a Special priced item or any item on Sale and it was not sold at the full retail price.

You are only entitled to a refund or exchange if you purchased the item at full retail price. Clearance Sale items and discounted items cannot be returned so please choose carefully when purchasing discounted or Sale items.

All items being returned MUST be sent via registered post, as any item that goes missing in the post and is not registered will not be credited.

Health regulations stipulate that clothing that is soiled, worn, damaged, or laundered CAN NOT be taken back. If we receive such goods we will charge you $30 and return the items to you.

Please email or call through the registration number as this number is used for insurance and the registered item is void without it.

Items being returned must be re-sellable. That is, they must never have been worn, they must their have tags attached and be in brand new condition. All returned items should also be sent back to us with the original purchase receipt.

We will exchange the item, or have the amount of the item credited to your Penelope Pink account.

Quick Checklist for Returns:

Email by clicking on Contact us to inform us that you will be returning/ exchanging the item.

Ensure that the item is in a re-sellable condition with tags attached, and accompanied by its receipt.

Send the item (including receipt) via registered post ASAP to ensure we receive it within the 14-day time frame.

Include on a separate piece of paper your full name, address, phone number, whether you would prefer a refund, store credit or exchange and the way you purchased your item e.g. Credit, Visa, Mastercard, Direct Deposit etc.

Please Note: refunds and exchanges can take up to 10 days to process after Penelope Pink has received the goods.

All approved returns (other than faulty goods) are subject to a 25% restocking fee and any shipping costs incurred by us in the transaction/return. Please choose Sale or Clearance Sale items carefully because you are not entitled to a refund or exchange if you purchased a Clearance Sale item or a Special priced item or any item on Sale that was not sold at the full retail price.

Return of goods will only be considered if unused and returned with the original packaging. Penelope Pink reserves the right to refuse any Return if in our opinion the goods have been used or soiled in any way.

ALL Returns must be accompanied with the Original Receipt, and a return authorisation number to be considered for exchange or store credit.

Customers please carefully choose sizes and colour preference as we do not give refunds except for faulty goods. Please read our exchange policy carefully.

You Can Count on Us

We have a strict Quality control standards procedure before sending goods to our Valued Customers and never send out merchandise that is Damaged, discoloured or inferior in look or manufacturing process. If you wish to change size please read our policy above.
We will do our best to exchange your item for the correct size in the same style, subject to stock availability. This applies to garments purchased at the full retail sale price. Where we cannot supply the identical style we will offer an exchange of another item of the customer's choice for the same value or store credit.

* Please remember to wear a liner when trying on your lingerie bottom or an outfit that has a panty bottom. We trust that most people are honest and will take the time to try on garments carefully.

Please Note:

If Penelope Pink believes that the item has been damaged, worn, washed, we have the right to return the item back to you without a refund or exchange.

Thank you for reading our Refund and Trading Terms Policy.

We look forward to a long and Exciting Relationship and happy shopping!!

From the team at

Penelope Pink Online Sales