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To discover Pénélope Store, go here
Pénélope Store offers permanent collections that are regularly renewed.
These collections are completed by Ephemeral Collections in limited quantities EXCLUSIVELY sold on our website (not available at our retailers).
For Metropolitan France:
Free from 100€ including tax
Order less than 100€ : 11,40€.
For the European Union:
The amount of shipping costs for a shipment outside metropolitan France is fixed in relation to the weight of the order.
Other Destinations:
The amount of shipping costs for a shipment outside metropolitan France and the European Union is fixed in relation to the weight of the order.
You will be informed as soon as the parcel leaves our premises by e-mail. We will give you your parcel number.
The preparation time is about 2 to 3 days, plus the delivery time, which can vary depending on the destination. (Between 3 and 7 days in total for a destination in France).
This period can be extended during Sales (Winter / Summer) and Christmas. (Up to 10 days)
By parcel post La Poste Colissimo. The use of Colissimo allows you/us to track your shipment.
You are not there on the day of delivery? Don't worry, your postman will leave you a coupon with which you can pick up your package at your post office.
Despite the importance we give to your order, for technical and logistical reasons, we cannot allow you to choose the day of delivery.
If you did not have time to pick up your parcel:
Don't panic, you have 15 days after the delivery notice to collect your parcel at the post office. After that, it will be sent back to the sender. As soon as we receive it on our platform, we will contact you again to agree on the possible follow-up of your order.
Your package was never delivered, contact us! We will open an investigation with the postal services.
Please note: postal investigations can take a long time (1 to 3 months depending on the destination) …
At the end of the investigation, if your parcel is declared lost, we will contact you: you will be able to choose between the reshipment of your order or its refund.
Your package appears as delivered but you never received it. This time, it is up to you to make a claim with the postal services.
As soon as you have your enquiry number, you must send it to us with the following documents: a copy of your identity card, a letter stating that you did not receive the package.
Once we have received this information, we will take the necessary steps. Following the results of the investigation, if your parcel is declared lost, we will contact you: you will be able to choose between the reshipment of your order or its refund.
If your package has been damaged and you have refused it upon receipt, please contact us via the contact form "contact us".
The recipient must imperatively check the condition of the packages and their contents in front of the carrier. In case of missing products, damages... a precise and detailed note must be written on the carrier's slip.
You have 48 hours to inform us by e-mail or registered letter.
If this procedure is not respected, no complaint will be taken into account.
If your two orders were placed on the same day until 8am the next morning, it is possible. You just need to let us know via the contact form "contact us", specifying the number of the 2 orders to be grouped and the address chosen for delivery.
Beyond this time, for technical and logistical reasons, it is impossible to group 2 orders together.
For technical and logistical reasons it is unfortunately not possible to add an item to an order.
However, you can quickly place a second order which can be grouped with the first. Please note that the 2 orders can be grouped together if they were placed on the same day or the evening before and up to 8am the next day.
See the conditions in the previous tab: I wish to group 2 orders.
The invoice is inside your package, with your order.
You can find it in "My account", "My invoices".
Please keep it carefully as you will be asked for it in case of exchange, refund or guarantee of the product(s).
To validate your payment and thus confirm your order, you can pay by :
- Credit Card
- PayPal
- Gift card
The products remain the property of Pnélope Store until their complete payment.
All prices and the total amount are displayed including VAT. Payment is collected at the time of shipment.
Reminder: For all orders shipped outside the European Union or in the French overseas departments and territories, our logistics team will invoice your order excluding VAT. The amount debited will be exclusive of VAT.
You can pay for your order on penelope-store.com by credit card in complete security (Carte Bleue, Visa, Eurocard, Mastercard, Amex accepted in France) or by PayPal.
Payment is made on HiPay Full Service's secure bank servers. This implies that no banking information about you transits via the site of pénélope-store. Your order will be recorded and validated as soon as HiPay Full Service has accepted the payment.
Thanks to the SSL (Secure Socket Layer) protocol, you can securely transmit the credit card number, the validity date, the name of the cardholder (name on the credit card) and the cryptogram on the back of the card. Your credit card details are encrypted using the SSL protocol and never pass through the network.
Penelope-store.com has no access to these coordinates, and does not keep them on its servers. This is why they are asked again to you at each new transaction on our site. Cards issued by banks domiciled outside of France must be international bank cards.
If you pay by credit card, your payment is debited when your order is invoiced, i.e. on the day it is shipped. If your payment method is deferred, the payment will only appear at the end of the month.
Similarly, if you have a deferred payment method, the credit will appear as "deferred".
If you pay via PayPal, the amount is debited as soon as your order is confirmed.
If your payment is refused it may be due to:
After several invalid attempts, it is also possible that the payment analysis and control service has refused your payment. In this case, you will have to wait several days to renew your payment with the same card.
In this case, your order will not be processed. It will be cancelled and no amount will be debited.
We invite you to renew your order and to contact your bank to identify the possible problem.
You don't like your order anymore and you want your money back: no problem!
You benefit from the "SATISFIED OR REFUNDED" law.
You have 30 days from receipt to return the product you do not like, without having to justify the reason. The return costs will be at your expense. You will be refunded the price of the returned product(s) as well as the shipping costs.
To do so, you just have to contact us by going to "My account", "My orders". Select the order by clicking the "details" tab of the order concerned. At the bottom of the page, add a message after selecting the product to return.
We will acknowledge receipt of your request and if necessary we will ask you for additional information.
Once your return request has been validated, we will send you the procedure to follow.
The right of return can only be accepted for complete products, in their original packaging, in good condition and accompanied by a copy of the purchase invoice. Items returned incomplete, damaged, soiled or with abnormal use by the customer will not benefit from this right of return.
Please note that books are not taken back, exchanged or refunded as for personalized items with initials or signatures.
Refunds will be made within 14 days of receipt of the package or proof of return of the products by you.
Refunds generally appear on your bank account 3 to 4 days (working days) after being initiated by our services EXCEPT for deferred payment cards. In this case, the refund will appear at the end of the month (deferred credit).
Please note: During Christmas and New Year season, sales or Black Friday, no returns or refunds are guaranteed within the usual timeframe. In exceptional cases, the deadlines may be longer.
The amount of the refund will be equal to the total amount paid by the Member, either the purchase price of the product(s) and any delivery costs.
If our responsibility is engaged, we will send you a return slip.
Refunds generally appear 3 to 4 days on your bank account after having been activated by our services EXCEPT for deferred payment cards which appear at the end of the month.
Unfortunately, it is not possible to make an exchange on the site. After requesting a return, you will have to place an order again.
Items that are not suitable for you can be returned within 30 days from the day you receive your order.
In all cases, the cost of returning and re-routing the item is at your expense.
The returned item will be reimbursed as soon as possible after receipt of the package on our platform. Penelope Store has a period of 14 days to process your return and make the refund.
For any return or refund request, please contact us by going to "My account", "My orders". Select the order that contains the item you wish to return by clicking on the "details" tab of the relevant order. At the bottom of the page, add a message after selecting the product to return.
For any return or refund request, please contact us by going to "My account", "My orders".
Select the order that contains the item to be returned by clicking on the "details" tab of the order concerned.
At the bottom of the page, add a message after selecting the product(s) to return.
You can return items that are not suitable for you within 30 days from the day you receive your order.
You are responsible for the costs of returning and re-routing the item.
The returned item will be reimbursed as soon as possible after receipt of the package on our platform. Penelope Store has a period of 14 days to process your return and make the refund.
We undertake to reimburse you for defective products or products that do not correspond to your order (preparation error, labelling error, etc.). In this case, please contact our after-sales service by going to "My account", "My orders".
Select the order by clicking the "details" tab of the order concerned. At the bottom of the page, add a message after selecting the product(s) to return.
We will get back to you as soon as possible to tell you how to proceed.
The request must be made within 14 working days of delivery. Any claim made outside this period will not be accepted.
Products must be returned in the condition in which you received them and with all the elements delivered (accessories, packaging, instructions, etc.).
Please note that Penelope Store cannot refund an item that you have damaged, soiled or returned incomplete.
In the event of an error on our part, the return costs will be at our expense. We will send you a pre-paid label.
It is possible that an item is missing from your order.
It may be out of stock with our supplier. In this case, please check your receipt, as it may not have been cashed.
For more information about your order, please contact us by going to "My account", "My orders".
Select the order that contains the item you wish to return by clicking on the "details" tab of the relevant order.
At the bottom of the page, add a message after selecting the product(s) to return.
There are several possibilities:
In any case, do not hesitate to contact us by going to "my account", "My orders". Select the order by clicking the "details" tab of the order concerned. At the bottom of the page, add a message after selecting the returned product.
It all depends on the product.
Some products purchased on our site benefit from the manufacturer's warranty. In this case, it is noted on the article sheet.
The various manufacturers' guarantees are generally for one year.
In order to benefit from the product guarantee, you are asked to keep the purchase invoice. Please note that for certain products, it is necessary to return the guarantee form provided or to fill in the guarantee form available directly on the site. Otherwise, the guarantee will not be guaranteed.
To find out about the steps to follow concerning after-sales service, you can contact us by going to "My account", "My orders". Select the order by clicking the "details" tab of the order concerned. At the bottom of the page, add a message after selecting the product concerned.
For any warranty, legal or contractual, the return is made according to the terms of the manufacturer/reseller.
Please note: when you purchase, a warranty coupon will be provided (depending on the items). It is imperative to return this coupon to the address indicated on it. Without this procedure, no warranty can be implemented.
We draw your attention to the fact that proof of a problem caused by negligence, deterioration or improper use would render the manufacturer's warranty ineffective.
In this specific case, the product may be returned to you in its original condition, or repaired upon acceptance and prior payment of a quotation made by the manufacturer.
In any event, the manufacturer guarantee the subscription of an additional guarantee does not deprive the purchaser and/or the consumer of the provisions of the legal guarantees (in particular the guarantee of the hidden defects or the legal guarantee of conformity).
Please note that the illustrations are not contractual: colour information as well as dimensions, etc. are explained in the title of the product or in its technical data sheet. If you have any doubt, don't hesitate to contact us using the "contact us" form.
All personal information that you communicate to us in connection with your customer account is treated with the utmost confidentiality. In other words, your personal data will not be communicated to any person outside the Pénélope Store company.
We need this data to be able to contact you quickly in case of problems with your order. If we don't have a valid e-mail address or mobile phone number, we can not guarantee delivery of the ordered items.
Lost your password? Don't panic, please reset your password by clicking on "Forgot your password?".
A first email will be sent to you to confirm your request. Once your request is confirmed, a new password will be sent to you by email.
You changed your address?
Please change your address in the settings under "My account", "my addresses".
Please remember to select the correct address for your next order.
"Cookies" record information that is stored in the memory of your hard drive. This information is used to generate site audience statistics.
Cookies allow the store to remember your username and password, making it easier for you to log in to your customer account.
A message may ask you whether you wish to accept cookies, or refuse them. It is also possible to configure your browser to accept or refuse "cookies" Pénélope Store at any time.
We confirm that these cookies do not contain any confidential information about you and can allow the site to function properly.
Our customer service answers all your questions from Monday to Friday from 10am to 6pm (except public holidays).
An answer will be given to you within 48 hours maximum (except in exceptional cases) only on the days and at the times indicated above.
To contact us, please use the contact us form.
The Virtual gift card is a printable gift card. In PDF, it is only available on www.penelope-store.com and allows you to make a gift in less than an hour! The Virtual gift card is not refillable.
Let’s go, follow the guide!
Pénélope Collections Virtual gift cards are valid for 1 year, i.e. 365 days, from the date of purchase.
They can be used in one or more transactions.
To pay for an order with your Pénélope Collections virtual gift card, simply select the "Pay by gift card" option when paying for your order and type in the six characters of the WEB code noted on your virtual gift card or on the PDF to be printed out if you received it by e-mail.
The amount of your order will be debited from your printable virtual gift card.
It's very simple!
Choose one of the seven themes: Penelope Citylife, Like mother like daughter, Penelope, Eden, Birthday, Christmas, and It's Christmas every day.
Select the amount (from €10 to €700) that suits your budget.
All you have to do is confirm and pay for your order. You will receive the Virtual gift card in PDF format via a link by email.
It's only on Pénélope Store!
Your Virtual gift card can only be used on www.penelope-store.com
Easy, we’ll explain everything!
On the website, the balance and validity of your virtual gift card appear when you pay for your first order with this Virtual gift card.
Afterwards, you will be able to consult this information in the "My account", "My gift cards" tab.
It is valid for 1 year, or 365 days, from the date of purchase.
It's quick and easy: 3 clicks are enough!
Select the option "Pay by gift card" when paying for your order and enter the WEB code noted on the printable virtual gift card that you received by email.
If the amount of your order is less than the amount available on your Virtual gift card, it will be deducted from the balance of your gift card.
On the contrary, if the amount of your order is higher than the amount available on your virtual gift card, you will be able to complete the payment of your order by credit card or PayPal.
It is getting complicated, let’s stay focused!
The Virtual gift card can be used one or several times, as long as there is still value on it.
On the website, if the amount of your order is less than the amount available on your Virtual gift card, the rest will stay on the card and will be usable for your next purchase.
if the amount of your order is more than the amount available on your Virtual gift card, you will need to complete the payment to validate your order.
Very good question!
Careful, just one little restriction to pay attention to: You cannot purchase a Virtual gift card with another Virtual gift card.
You always want more!
Yes, you can.
You can add multiple Virtual gift cards to pay for the same order on the website.
Take it easy, we take care of everything …
Yes, you can : the amount of the item will be automatically be stored as a credit note on your Pénélope Collections account. Being reimbursed on your bank account is not possible.
As acted on our terms and conditions, you have 30 days to return any new and unused item.
And it is important to know!
No, the Virtual gift card cannot be reimbursed, exchanged or taken back.
The Virtual gift card is valid for 1 year after its purchase date.
And that’s another yes !
You can use several payment methods when paying with a Virtual gift card:
You can complete your payment by credit card or via Paypal.
No, the Pénélope Collections Virutal gift cards are not rechargeable. You will have to recommend a new one if you want to try it again!
The Gift card is a physical card in a credit card size. It can only be purchased online on www.penelope-store.com. It is delivered in a Pénélope Collections colored little bag. The Gift card is not rechargeable.
The Virtual gift card is printable. It is sent in a PDF format and is only available on www.penelope-store.com. It can be used in less than one hour! The Virtual gift card is not rechargeable.
Yes, and you have a choice!
- The physical gift card: This Gift card is the same size than a credit card and will be sent to your address.
- The Virtual gift card to print: This dematerialised Gift card in PDF format will be sent by email.
Chose your gift which suits to your budget with options ranging from 10€ to 700€.
You have three different options for the theme : General, Christmas Birthday.
The Gift card and the Virtual gift card Pénélope collections are valid for 1 year, i.e. 365 days from the date of purchase.
We feel you are impatient, it is normal
The physical Gift card will be sent, with care and love, in a pretty bag to make it even nicer for the moment you will gift it.
It will be sent by post to the shipping address you will have selected.
You can follow your order’s status on the website, in "My account", "My orders" and see the delivery status by clicking on the link in the email sent by the post office.
Delivery time for France is 2 to 3 working days.
It is easy and quick: 3 clicks are enough !
All you need to do is select the option « Pay with a gift card » when processing payment for your order, and type in the WEB code written on your physical gift card.
If the amount of your order is less than the amount available on your Gift card, it will be deducted from the balance of your Gift card.
On the contrary, if the amount of your order is higher than the amount available on your Gift card, you will be able to complete the payment of your order by credit card or PayPal.
Easy, we’ll explain everything !
On the website, the balance and validity of your Gift card appears when you pay for your 1st order with this Gift card.
Then, you can check that information in the tab "My account", "My gift cards".
The Pénélope Collections Gift cards are not reloadable. You have to order a new one if you wish to do this again!
It is getting complicated, stay focused!
The Gift card can be used one or several times, as long as there is still value on it.
On the website, if your order amount is less than the amount of your gift card, what’s available will be usable for a next purchase.
If the amount of your order is higher than the amount available, you will have to complete the payment by another method (credit card, Paypal) to validate your order.
It is happening only on Penelope Store!
Your Gift card is only valid on www.penelope-store.com
No, the Gift card is not nominative
You can give it to someone you trust to do your purchases.
But careful, if you loose it, it can be used by anybody.
If your card gets lost or stolen, we invite you to reach our customer service who will be able to deactivate it.
Unfortunately, it will not be reimbursed or exchanged.
You always want more !
Yes, you can.
You can add multiple Gift cards or Virtual gift card to pay for the same order on the website.
And that’s another yes !
You can add several method of payment when paying with a Gift card:
You can complete your payment by credit card or Paypal.
Very good question !
Yes, your Gift card can be used all year long, including to buy discounted items: on sale, end of line or on special offer.
Please note, just one little restriction to pay attention to: You cannot purchase a gift card with another gift card.
