Returns & Refunds Policy
Each Penelope Broadway piece is made to order with exceptional care and attention to detail. While this approach allows us to maintain the highest standards of quality and responsibility, we understand that questions can arise. Our returns policy below outlines everything you need to know, with clarity and transparency at its core.
At Penelope Broadway, each piece of jewellery is thoughtfully crafted and made to order, ensuring exceptional quality and attention to detail.
Every item is carefully inspected prior to dispatch so that it arrives exactly as intended.
Nothing in this policy affects your statutory rights under UK consumer law.
Made-to-Order Jewellery
Most Penelope Broadway pieces are made to order. As such, we do not offer refunds for change of mind once an order has entered production.
However, we are happy to offer store credit for unwanted made-to-order items, subject to the conditions below.
Faulty or Damaged Items
If your item arrives faulty or damaged, you are entitled to a full refund, repair, or replacement in accordance with UK consumer law.
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You must notify us within 14 days of delivery.
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Please contact our customer care team with your order number and clear photographs of the issue.
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Once the item has been assessed, we will confirm the appropriate resolution.
Unwanted Items (Made-to-Order)
If you decide an item is not quite right for you, we offer store credit for eligible made-to-order items.
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Items must be unworn, unused, and returned in their original condition and packaging.
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Store credit will be issued once the return has been received and inspected.
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Store credit is valid for future purchases and is non-refundable.
Bespoke & Custom Pieces
Bespoke or custom-made pieces, including items created to specific sizing, design requests, or personalised details, are non-returnable and non-refundable, except where the item is faulty.
This does not affect your rights where goods are not as described, not fit for purpose, or not of satisfactory quality.
Return Shipping
Customers are responsible for return shipping costs unless the item is confirmed to be faulty or damaged. We recommend using a tracked and insured service, as we cannot accept responsibility for items lost in transit.
How to Make a Return
Please contact us at info@penelope-broadway.com with your order number and reason for return before sending your item back. Returns sent without prior approval may not be accepted.