Refund policy

Returns & Exchanges

I treat my clients with the same high standard of service I expect to receive, and I hope you'll love everything you order. If something isn't right, I'm happy to help.

Returns and exchanges are accepted within 30 days of receipt, provided items are returned unused, unworn, in their original condition and with proof of purchase. Return postage is the responsibility of the buyer. This applies to all customers worldwide and exceeds the 14-day EU right of withdrawal.

To start a return or cancellation, log in to your account and visit your Orders page. If you checked out using a phone number only, please use the link in your SMS order confirmation instead.

To arrange an exchange, or if there's a problem with your order, please get in touch before sending anything back.

Returns should be sent to: Penelope Textiles, 61a High Street, Coldstream, TD12 4DL, UK

Damages & Issues

If your order arrives damaged or there's a problem with your item, please contact me as soon as possible so I can put things right.

EU Consumer Guarantee For vintage and antique items sold to consumers in the European Union, a 1 year legal guarantee of conformity applies from the date of delivery, as permitted under EU law for second-hand goods sold by a trader. For new haberdashery items sold to EU consumers, the standard 2 year legal guarantee of conformity applies.

Your EU Legal Guarantee Every consumer in the European Union benefits from at least 2 years of legal guarantee protection on new consumer goods, and no less than 1 year on second-hand goods, as set out under EU law. If goods do not match their description or do not function as intended, sellers are liable and must offer a free repair or free replacement, or in some cases a price reduction or full reimbursement. For more information on your rights under the legal guarantee of conformity in your specific country, see the European Commission's guidance.