Refund policy
CLICK HERE TO REQUEST A RETURN OR CANCELLATION
IN-STORE REFUND/EXCHANGE POLICY
If you purchase from us in-store, we only offer exchanges or credit, we do not offer refunds. We do not offer exchanges or credit for sale items or items that we no longer carry.
However, we do allow for a longer exchange period. Items purchased in-store may be returned for up to 6 months.
To be eligible for a return, your item must be in the same condition that you received it, unworn and/or unused, with tags, and in its original packaging. You’ll also need the receipt. If you have an account with us and we can verify your purchase that way, you can exchange without a receipt.
ONLINE REFUND/EXCHANGE POLICY
We have a 14-day online return policy, which means you have 14 days after receiving your item to request a return via email.
Our return address is
Stephen & Penelope, Bloemgracht 117H, 1016 KJ Amsterdam, Netherlands
Please be advised that the cost of return shipping and any additional duties and taxes we are charged to receive back the item are the customer's responsibility except in the case of errors on our part.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Please note that once you’ve balled, wound or caked up your skeins of yarn, we cannot accept them as a return.
To start a return, you can start a return in your customer account here or contact us at orders@stephenandpenelope.com. If your return is accepted, you should then send your items back to our office at your expense. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at orders@stephenandpenelope.com
Duties Disclaimer
For orders shipped outside of the EU, all import taxes are the responsibility of you as a customer and may incur additional charge upon arriving in your country.
Please be advised that, should you refuse delivery, the shipper might still charge you for any import and duties incurred. We cannot cover these costs even when the package gets returned to us.
If you refuse a shipment, we can refund you the cost of your order on its return to us, but please note if you decide to refuse the shipment and extra shipping costs and/or duties and taxes are incurred because of this, we are unable to cover these costs and the amount will be deducted from your refund.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like digital goods (such as pdf patterns or books), physical books, custom products (such as special orders, yarn clubs including Yarn-A-Long, or personalised items), and personal care goods (such as hand cremes, detergents, and beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Shipping on Refunds
Unless the refund or exchange is because of a fault we have made, shipping costs will not be refunded or covered by Stephen & Penelope.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
