Penelope Chilvers Avis 

Nightmare returning product charged both for delivery and return. No barcode arrived for print at post office return so have to find printer. The first pair I bought were great but size small and narrow.

Ordered a pair of sandals express (£8 charge) to get them in time for hols. They sent me a completely different pair! Different model, colour, everything. Gutted. Now find I will have to pay a fee to return. What a cheek! Would pay this if I i didn't like them but this is their fault. Tried to call them to discuss, tel no hard to find, then no answer and had to leave a message! No confidence it will be answered. Very poor show PC. You came recommended but won't be buying from you again.

I returned a pair of espadrilles on 19th June. Now July 12th and no refund. Have contacted customer services to no avail - response received and nothing more. Tracking shows that espadrilles were received by PC on 21st June but I received no confirmation email. Espadrilles cost £193.00 which I would rather like back in my account. So disappointed by what is considered a higher end company.

Absolutely love the 2 Pairs of shoes I bought online. I have small narrow feet and the sandals shepherd are perfect. Really comfortable with cushioned sole and 36 is true to size. I had also bought a pair of booties lined with sheepskin wool last winter and the quality was superb. Highly recommend this brand and it's made in Europe.

£189 for sandles - suede & sole really comfortable but the buckle is so large that on the first time of wearing (& not walking for long) cuts on the top of both of my feet from the corner of the buckle rubbing directly onto the skin. Poor design & unfortunately not recommended

Zero stars. This company is a scam. Returned over £280 worth of shoes and they have not refunded me. This is despite me having email confirmation from them saying they have received my returned items and that they will refund me. Multiple emails later and they have still not refunded me. I will have to contact my bank to get a charge back.

I returned some shoes and paid for the return postage. They then took eight pounds off my refund amount! An awful company.

Poor customer service, I have emailed quite a specific question and I was told I would receive an answer in three to four days and when I did get a reply it didn’t address my question one bit. So I will send six hundred pounds of shoes back.

Terrible customer experience.
My online order arrived with a damaged pair of shoes. PC agreed a return after I uploaded photo evidence.
I received a refund minus the postage cost and I was charged a £3 adjustment fee.
I had to really fight to have these 2 deductions refunded. It took several emails and the actual threat of taking this further as breech of the Consumer Rights Act 2015.
I really question if this was worth loosing a new customer who had made 3 purchases this season.
Shame on you PC!

I placed an order for a pair of espadrilles on Saturday 6th June - they have still not arrived. Customer services responded within 48hrs to say that there had been issues at their warehouse and orders are now being despatched as normal, however I am still waiting to hear....! Not the best start to my first order with Penelope Chilvers and has left a bit of a sour taste in my mouth if I am honest. This is meant to be a 'high end goods' company and so not sure what has gone wrong here.

Most recent (clothing) purchase - hardware was defective, broke on the first sit down in the dress(!) Not my first order here either, so thought I'd send a quick note in and get some help. I emailed in with some questions and received a generic email back two days later only asking for an order confirmation so that the item could be returned (for a refund? A repair? Who knows). No explanation, no genuine interest, no attempt to proactively find the order - (for instance, I have a pretty unusual name. Another for instance - how many of these dresses were sold in even the preceding 7 days before the email and photos were sent? Then add the weird first name into things and bingo, there's the order 🤦🏻‍♀️) . And then the more I thought about it, the more annoyed I got. The dress cost nearly £400, yet the hardware really was cheap as chips, and then to top this off, there was just such a distinctly incurious customer service team response to boot. These are the little details that a company with PC's AOV should be all over if they want to retain the customers they have. I might have just left a product review, but as this is not an option on the website, this is the only place to air gripes, so here we are. Also notice they don't respond to reviews here either, and give tickets a slim window for feedback, so the only assumption can be that they're not really that bothered.

Despite this, the dress embroidery is lovely and I hate the idea of it just going waste, so I paid to repair it. So I'm additionally out of pocket, and highly unlikely to buy again after a number of years' custom.

The quality is pretty standard - definitely not worth the original price. But the sizing is appalling. I ordered a size 40 desert style boots and they're a whole inch longer in the footbed than my size 41 trainers. Unfortunately because I live overseas I can't return them. The whole "they're hand made" is a rubbish excuse. I have friends who make handmade shoes. The sizing is standard, predictable and consistent. Won't be buying these again. Definitely one of those over hyped brands.

Excellent customer service, shoes are gorgeous. Can't wait to wear them!

Thank you so much, Annabel, for great communication, helpful tips, and professional guidance regarding your products. Your knowledge and kindness is greatly appreciated and I am grateful for the experience I had with you.

Ordered a jumper in January sales and sent it back as soon as I received it as it was not as expected. I had confirmation 3 days later on 28th Jan that it had been received back and I would be refunded within 10 days. 10 weeks later after chasing I finally get a refund but they have made deductions from the original price due to additional reductions made in the sale. By this time I had enough and just glad I got something back. But be warned if you send something back keep checking that refund is actually made as this isn’t apparently automatic.

The quality of the boots and the style were even better than expected. They went on sale 2 days after I purchased them, and they honored a price adjustment. They were very responsive and treated me like a loyal customer even though I was a first time buyer. Excellent!

This is my first experience as a customer of Penelope Chilvers, and although I haven’t received my order yet, the customer service experience has been expedient, warm, informative and exceeding expectations. I am grateful for Annabel’s attentive care that went into my question and the prompt replies! Thank you! The order process from UK to US was simple and expedient (ordered on Thursday and received on Monday) and I am in love with my Long Tassel boots! The quality, the packaging and sizing were all as described and expected - I will be a life customer! Thank you PC!

I purchased some Penelope Chilvers boots in Jan 24. They are tan suede so have had very little wear, probably worn 10 times at most. Came to wear them recently and noted the rear seam had a hole (looks like the leather hadn’t been sewn too close to the edge and had therefore come apart). Tried to reach out to Penelope Chilvers themselves who point blank refused to engage with me and directed me to where I purchased. Luckily I had the receipt. The company I purchased from contacted Penelope Chilvers who simply said, outside of two years (barely) so get knotted. So, I now have a pair of boots which cost over £250 were meant to be amazing quality (ha) which aren’t wearable any more unless I pay for a repair which will be visible. The boots clearly weren’t manufactured properly …i certainly won’t be buying anything PC again as the quality clearly isn’t there and the customer service is non existent

Can I just say what great customer service to back up good quality product will definitely recommend. Well done!!!

I went into the Notting Hill shop and tried on shoes, but the ones I liked not available in my size. Was assured they were true to size, so ordered my usual size by mail order, but when they arrived they did not fit. The shoes were beautiful! Returned and was courteously dealt with, and have received refund. Had to remind to refund protective spray and cream, also returned as bought specifically for the shoes. Apology received. I have learnt that I must not buy shoes mail order!