Penelope Chilvers Anmeldelser 

There are no shoes in the world more beautiful than these. But my god, the sizing. I am a standard uk 4/37 and had to go two sizes up to even have a chance of squeezing into the velvet flats. Please look into this, as it seems this is a reoccurring frustration across the board.

Efficient ordering process and great shoes. The sandals fitted true to size and are a quality product I will enjoy wearing.

I have usually had great service from this company, but I returned a pair of boots which were received by PC on 20 June 26 and I'm still waiting on a refund.
I followed up on 15 July and I had an email saying it would be processed in 2-5 days. I have still not received my refund on 12 August. I guess I will try and recover the amount by contacting my credit card provider, really disappointing.

My experience has been great from ordering, clear communication- and have just received my shoes, beautifully packed and really high quality- have tried them on annd so far seem lovely soft leather and I would say true to size, they are an investment for future Summers. Annoyingly after placing my order I received an email with an extra 10% off, which they kindly honoured too, so I’m delighted and will definitely order again.

I purchased some boots on 23/07/26 online which were showing as in stock. By the 31/07/2026 i still hadn’t received any shipping information. I called their customer service department for an update and was told by them they were out of stock. Very disappointing that they are selling goods they haven’t got. They told me they would refund the item after 3 phone calls on different days to chase my refund this still hasn’t happened. Sadly I have had to go through the PayPal resolution process to get my money back. I would be very weary in purchasing from this company and if you need any confirmation just look at the previous trust pilot reviews ! Not good

I received two pairs of boots and two charges on two separate credit cards though I ordered only one, and the boutique website only shows one order, and one charge. I provided the documentation to Annabel, who responded to the customer contact request. She responded back that I had not provided the two separate credit card charges...so I let her know that they were in fact attached, and I reattached for her viewing convenience, and asked how I could return the second pair of $400 boots. It takes about 24 hours to get a response, possibly because I'm in the U.S. but I have been dealing with this all week. I have initiated a dispute with the credit card company that they don't appear to have record of the transaction. My guess is their use of third parties to handle online transaction is somewhat a culprit.

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. It took three weeks to get money for return, I had to stop the second Klarna payment explaining that I’d returned the product!

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 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. UPDATE - PC apparently sent my order to someone else. They then sent me a label to forward the shoes I'd received onto that person and... would you believe it.... the label was rejected by Royal Mail. I eventually, after some hassle, received a label to return the shoes to their HO. I couldn't agree to receiving my order from the other person due to being on holiday so they were also returned to PC on the basis they would be sent to me after my hols. But NO, instead PC issued me a refund. Unbelievably this is for LESS than I paid for them, never mind having also been charged for Express Delivery for the wrong shoes which was supposed to be refunded. I've emailed them twice - whilst on hols. No resolution. This company don't deserve to be in business

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.