Returns Policy

Our intention is always to deliver your order on time, safely packaged and exactly as ordered. However and despite our very best efforts, sometimes things go wrong. 

UK Returns Process

We sincerely hope that you are delighted with your purchase. On the odd occasion that you may be unhappy with your purchase, we are happy to offer a full refund on any non-personalised products.

Please contact us before returning any unwanted products within 28 days of the original purchase date, securely wrapped in the original packaging and be fit for re-sale. Please ensure you include your order number and name and return to to the returns address at the bottom of this page once you have contacted us.

With the exception of faulty goods, Penelopetom is not responsible for returns postage. We strongly recommend you ask for a proof of posting when you send your item back to us as we cannot be held liable for items that do not reach us.

Need an exchange?

We are happy to exchange items to UK addresses within our returns policy period. If you do require an alternative item, for example, a different size ring, please contact us by emailing with details of your order number and the product you would like to receive. We will process your request as soon as possible and confirm any additional postage costs payable.

Which items am I not able to return?

We are sorry, but we are unable to exchange or refund any personalised items. Earrings are non-returnable. This does not affect your right to return faulty products or your statutory rights.

When will I receive a refund?

We endeavour to refund all unsuitable items which have been returned to us within 14 calendar days from receipt of goods returned.  

What is your Return Address?

Please note all goods purchased online must be returned to the address below. We are unable to offer exchanges or refunds for items bought online, at our Totnes store.

Penelopetom Direct Ltd

Units 5D-5I South Hams Business Park




Tel : 01548 856779