FREQUENTLY ASKED QUESTIONS
1. Once you’ve found something you like, select the item's size and quantity by tapping on the respective dropdown fields. After making the necessary changes, tap Add To Cart to store the item in your order basket.
2. By clicking on the Review My Cart button in the cart drawer, you will be redirected to your cart page, where you can make any final changes to the items in your order.
3. On the cart page, you will see our address finder popup. Please complete your delivery address by selecting from the respective dropdown menus. This is to avoid your orders being put on hold due to wrong or incomplete shipping information. If you accidentally exit before completing your details, click on "Find your Location" for it to reappear.
4. Click "Use" and tick the box indicating you agree with our site's Terms and Conditions for your order to proceed to checkout.
5. On the checkout page, your shipping details will be automatically filled based on the information you selected in the address finder.
Complete the rest of the Customer Information section by entering your contact number (mobile number). Once done, tap on "Continue to Shipping Method" and review the shipping address (you can still make changes by tapping on Change).
6. Once you "Continue to Payment Method," You will be asked to select from GCash, Credit/Debit Card Payments and COD (Cash-on-Delivery). Tapping the radio button at the left side will mark your choice. For your billing address, you can choose between "Same as Shipping Address" or "Use a Different Billing Address."
7. You will be immediately notified if your payment was successfully made (for GCash and Credit/Debit card payments). Once successful, an order confirmation email will be sent to let you know that you're all set. Don't forget to select the method on which you will get notified about your order(s): email or SMS.
A confirmation e-mail will be sent for all successful orders. This contains your order number, the order amount, item(s) ordered, your billing and delivery address, including the payment method used and how you will receive order updates.
Receipt of this email means that your order has been confirmed and will be prepared by our team within 1-3 working days. You will receive another e-mail once your package has been handed over to our shipping partners.
Pack the item that wish to return along with the sales invoice and proceed to any Penshoppe store nationwide. Click here to see the list of Penshoppe stores (excluding Penshoppe Accessories)
Returns must be made within 30 days from the date of purchase.
-All tags should be attached to the clothes.
-Items must be unused and unwashed.
-Item(s) shall be evaluated to confirm their condition.
Important notes:
a. Undergarments, face masks, swimsuits, jewelry and cosmetics are not valid for return due to sanitary reasons.
b. We cannot guarantee the availability of the item(s) as stocks may vary per boutique.
You may also exchange it for a different item of the same amount or if you've chosen a higher value, you just have to pay for the excess amount. If of lower value, the excess amount will be forfeited. Rest assured that our store partners will assist you with this.
If you have other concerns, please let us know by clicking here.
If you need to cancel your order but you no longer have the option to do so, you can send an email to shop@penshoppe.com and our Customer Care Team will get in touch with you. If your order is still in our distribution center, cancellation may still be processed. For prepaid orders that have been successfully cancelled, a refund will be processed within 20-30 banking days based on the payment method used. However, please note that there may still be delays in the processing of refunds depending on the volume of refund requests encountered.
Once you cancel an order, we will be unable to retrieve it. We cannot place an order on your behalf to protect the security of your payment details. Since our stock can sell out quickly, we also cannot guarantee the availability of the items previously ordered.
ur online store receives orders continuously and you will receive your order based on the following delivery lead times:
Dhaka: 1 to 3 working days
Outside Dhaka: 5-8 working days
International: 5 to 12 working days
In the event that your shipping address is out of your preferred forwarder's delivery zone, our Customer Care Team will reach out to you via email. If you're not available when the package is delivered, a courier may call or send you an SMS to confirm if they can leave your order with any authorized representative who is present at your shipping address. Your authorized representative will be asked to sign for the package on your behalf.
Please expect a delay in receiving your orders during sale events, special holidays, and inclement weather. Rest assured that we are continuously working with our shipping partners to get your orders to you as soon as possible.
