Exchanges and Returns

You have 30 days from the date of receipt to return or exchange your order.


You can return the jewel(s) at your own expenses up to 30 natural days from the delivery date of the order.


In which cases can I return an item?


In all the following assumptions, whenever it is not related to a personalized item:

●         I chose the wrong size

●         The product is not what I expected

●         I received my order in poor conditions

In all cases, the returned products must be in perfect condition and show no evident signs of use, or else no return will be carried out.

It is your responsibility to provide adequate packaging to make sure that the items arrive at Penelope Jewelry in perfect conditions. If you have trouble finding a suitable packaging, we

recommend using the original box that your order came in. If the items are received in poor conditions, we won’t be able to carry out the return as requested.


I have received the wrong product, what can I do?


We apologies you for the inconvenience and we recommend you to get in touch as soon as possible with our customer service team, in order to exchange this for the correct product.



What should I do to make a return?


1.         Before you return your jewel(s), you should contact our team concerning your request of return or exchange, and wait for their confirmation.

2.         If you are outside Europe, once your request has been authorized, our Happiness Ambassadors team will send you the customs clearance documentation. The return should travel with the custom clearance documentation. Otherwise, the order could be blocked in customs, lengthening the return process.

If you are in Europe you can choose one of the following methods to proceed with the return.

a. Leave the parcel at the nearest drop-off point of our delivery service (€5 will be deducted from the refund). 

b. You can send the package on your own with the courier service you prefer (the shipping costs are at your own expense).


3.         The shipping costs (return) as well as possible taxes and duties will be assumed by the client. Otherwise, it will be returned to the sender and the return request will be refused.


4.         A print copy of the electronic receipt should be included with the return order. This document can be found in the shipping confirmation email. In order to return items from different orders, it’s important to inform our Happiness Ambassadors team, and they will instruct you how to proceed.


5.         We strongly recommend using the same shipping company as the one used by PENELOPE JEWELRY at the moment of the delivery in order to expedite the customs process.


6.         In case the order contains promotional products, these must be returned if, due to the return, the order does not fulfill the conditions of the promotion.


What is the total amount to be reimbursed?


We will refund the total paid amount for the order, including any original standard shipping costs.

In case the customer decides to ship the parcel back by using a prepaid return label provided by PENELOPE JEWELRY, €5 will be deducted from the total amount (€8 for Germany).


How long does the refund take?


The refund will be allocated back to the original form of payment used for the purchase.

Please allow up to 14 business days for the refund to be processed and be reflected in your bank account.



PENELOPE JEWELERY will not be responsible for any loss of the package during its shipment. It will be the customer’s responsibility to ensure that the package arrives in our facilities in perfect conditions.




We offer customers from the following countries the option to leave the package at a transportation company branch near their location for a cost of 5 € (or equivalent in the country's local currency), which will be deducted from the amount to be refunded.

●         United Kingdom

●         Australia

●         United States of America

●         Canada

●         Norway