Returns and Refunds

Returns

Return period

Returns must be initiated and shipped within 14 days of the delivery date.

  • Return shipping costs are the customer's responsibility and vary by location and courier.
  • For international returns, any customs duties, import taxes, or related charges are the sender's responsibility.
  • We recommend using a tracked shipping method and retaining proof of postage until your return has been confirmed.

Return conditions

  • In original condition
  • Unused 
  • With all tags attached (if applicable)
  • In the original packaging
  • Return shipping costs are not refundable

Delayed or Lost in Transit

If your package has not been delivered within 30 days past the estimated delivery date shown on your tracking, you are entitled to a full refund.

To initiate a claim, please email us at ps_support@penelopeskyejewelry.com with your order number and tracking number.

Damaged or Defective Items

Unfortunately, it sometimes happens that a product is damaged during shipment or production. We want to ensure this issue is resolved if this happens to you. Please contact us within 5 business days of your delivered package at: ps_support@penelopeskyejewelry.com with a photo and/or video of the damages/defects and keep the product safe. Our customer service will work with you as quickly as possible to find a solution. 

Final Sale Items

The following items are final sale and cannot be returned or exchanged, unless they arrive damaged:
  • Customized Jewelry
  • Earrings
  • Gift cards (Cannot be returned, but can be exchanged for store items that is equal to the gift card amount)
  • Returns outside of the 14-day return period for change-of-mind returns.


Refunds & Processing Times

Upon receipt and validation of your return at our warehouse — within 14 days for change-of-mind returns; or 30 days for items reported not received by tracking, we will process your refund and send a confirmation email.
  • Refunds may take up to 7 business days after validation
  • All refunds are issued to the original form of payment. 
  • Banks may take an additional 3–5 business days to credit your account.