Shipping & Returns

Shipping:

  • FREE SAME DAY EXPRESS SHIPPING on:
    • All retail orders to be shipped to an Australian address and received before 3pm QLD time (sale orders may be subject to small delays)
  • FLAT RATE SHIPPING
    • Australia - Express - Free (sale orders may be standard post)
    • NZ - Standard - A$15
    • ROW - Standard - A$25

All parcels are tracked.

 

Tracking:

  • Once your order has been processed, you will receive a tracking number via email.
  • If you do not receive a tracking number, please contact us admin@penelopexo.com
  • We do not take responsibility for loss or damaged items during transit.

 

Returns & Refunds:

If you are not satisfied with any of the merchandise you have received, simply notify us, then return it to us and we will provide you with a store credit under the following conditions:

  • Merchandise must be returned within 7 days (30 days for wholesale) from tracked delivery date for Australian and New Zealand customers, and 21 days for other countries.
  • Merchandise must be in original condition with all tags attached.
  • Merchandise must NOT be worn, damaged, altered, or washed.

Subject to consumer law, we do not offer refunds or exchanges on any discounted products, including sale products or products discounted through marketing and promotions.

 

Returning & Exchanging Merchandise:

  • Contact us via email and let us know what you would like to return, your order number and why you would like to return the item(s). (Please be sure to insert images of faulty merchandise for proof where possible).
  • Please ensure the garment is in original condition.
  • Package up your item securely and send it back to us with a traceable service.
  • We do not cover the cost of returns. This expense is to be covered by the customer.
  • Subject to meeting the terms of our returns policy, you will be issued a refund.

 

For any questions further regarding shipping or returns, please email admin@penelopexo.com

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