Our Commitment to Sophisticated Service

At Original Penguin Shop, we believe that exceptional style deserves exceptional service. Just as we meticulously craft our premium apparel collections, we approach customer satisfaction with the same level of care and attention to detail. Our returns and exchanges policy is designed to provide you with the seamless, sophisticated experience you expect from our brand.

Return & Exchange Timeframe

We gladly accept returns and exchanges within 15 days from the date you receive your items. This generous timeframe allows you to ensure your Original Penguin pieces meet your exacting standards for quality and fit.

Eligibility Requirements

  • Items must be in original, unworn condition with all tags attached
  • Original packaging must be intact and included
  • A copy of your order confirmation or packing slip is required
  • Items must not show any signs of wear, damage, or alteration
Important Note: For hygiene and safety reasons, the following items cannot be returned or exchanged:
  • Cologne (due to personal care product regulations)
  • Socks (intimate apparel for hygiene reasons)
  • Hats (personal accessory for hygiene reasons)
These items are final sale unless they arrive damaged or defective.

Step-by-Step Return Process

  1. Initiate Your Return Request
    Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Receive Return Authorization
    Within 1-2 business days, you’ll receive a Return Authorization Number and detailed shipping instructions.
  3. Package Your Items
    Carefully pack the items in their original packaging, including all tags and documentation. Include your order confirmation copy.
  4. Ship Your Return
    Use a trackable shipping method to send your return to:
    Original Penguin Shop Returns
    428 Dye Street
    Mesa, AZ 85225
    USA
  5. Confirmation & Processing
    Once we receive your return, we’ll inspect the items and process your refund or exchange within 3-5 business days.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:

Dear Original Penguin Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Items to Return/Exchange:
– [Product Name], [Size], [Color]
– [Product Name], [Size], [Color]
Reason for Return/Exchange: [Please specify: size issue, color discrepancy, damaged item, etc.]

For exchanges, my preferred replacement items are:
– [Product Name], [Size], [Color]
– [Product Name], [Size], [Color]

Please provide return instructions and your Return Authorization Number at your earliest convenience.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Refund Information

Processing Time: Refunds are processed within 3-5 business days after we receive and inspect your returned items.

Refund Method: Refunds are issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
  • PayPal: 3-5 business days to reflect in your PayPal account

Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective merchandise.

Exchange Process

Exchanges are processed once we receive your returned items. If your preferred exchange item is available, we’ll ship it immediately using your original shipping method. For size or color exchanges, we recommend checking current availability on our website before initiating your exchange request.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected]. We will arrange for a prepaid return label and expedite your replacement at no additional cost to you.

Need Assistance?

Our sophisticated customer service team is here to help you with any questions about returns or exchanges.

Email: [email protected]
Response Time: 1-2 business days
Business Hours: Monday-Friday, 9:00 AM – 6:00 PM MST

At Original Penguin Shop, we’re committed to ensuring your shopping experience reflects the same quality and sophistication as our apparel collections. Thank you for choosing us for your style needs.

Original Penguin Shop – Where Sophisticated Style Meets Exceptional Service