FAQ

Frequently Asked Questions

Welcome to Penvako. Find answers to common questions about our products, orders, payments, shipping, returns, refunds, and customer support below.

For assistance, please contact us at service@penvako.com. If your inquiry relates to an order, please include your order number to help us assist you more efficiently.

1. Products

What products are available?

Penvako's current catalog includes women's heels, sandals, boots, and casual footwear; hand-crocheted cardigans and thermal socks; brow-stamping tools, brow and body trimming tools, and scalp-oil application tools; as well as practical accessories such as car headrest hooks.

Product availability may change from time to time. Please refer to the individual product pages for the latest available styles, options, and stock information.

How do I choose a size or variant?

Please check the specific product listing for size charts, color options, fit notes, materials, and measurements.

Sizing and specifications may vary depending on the product and manufacturer. If important information is missing or unclear, please contact us before placing your order.

2. Ordering and Payment

What payment methods are accepted?

The payment methods and currency available for your order will be displayed at checkout.

Before submitting payment, please carefully review your selected item, variant, delivery address, shipping charges, applicable taxes, and final order total.

Please note that your bank or payment provider may separately charge currency-conversion or international-transaction fees.

Can I cancel or change an order?

Please email us as soon as possible at service@penvako.com and provide your order number along with the requested changes.

Order changes or cancellations can only be accommodated before the order enters preparation or shipment. Submitting a request does not guarantee that the change or cancellation will be accepted.

If cancellation is confirmed, the amount paid for the canceled order will be refunded to the original payment method without a cancellation fee, subject to applicable law.

3. Shipping and Delivery

How long does delivery take?

Order processing generally takes 1–3 business days after payment confirmation.

Estimated transit times after dispatch are:

  • Standard Shipping: 10–20 business days.

  • Express Shipping: 5–10 business days, where offered at checkout.

These estimates exclude order processing time and are not guaranteed delivery dates.

Customs clearance, public holidays, weather conditions, and carrier operations may affect the actual delivery time.

How do I track my order?

When tracking information is available, it will be sent to the email address used at checkout after your order has been dispatched.

Please allow a few business days for the carrier's tracking system to display the latest shipment updates.

If tracking information is missing, remains unchanged for an extended period, or your parcel appears to be lost, please contact customer support with your order number.

4. Returns and Refunds

What if an item arrives damaged, defective, or incorrect?

If your item arrives damaged, defective, or different from what you ordered, please contact us within 14 calendar days after delivery, where possible.

Please provide the following information:

  • Your order number.

  • A description of the issue.

  • Clear photos or videos showing the problem, if available.

We will review the information and explain the appropriate next steps.

Necessary return shipping costs for issues verified as attributable to Penvako will be covered by us.

This reporting period does not limit any consumer rights that cannot lawfully be restricted under applicable law.

Can I return an item because I changed my mind?

If you wish to return an item due to a change of mind or personal preference, please contact us within 14 calendar days after delivery and obtain approval before sending anything back.

Change-of-mind return requests are reviewed individually under our Return & Refund Policy. Approval is not automatic.

Customers may be responsible for return shipping costs for approved change-of-mind returns, subject to applicable law.

How are refunds issued?

If a return is required, please send the item only to the return address provided by our customer support team.

After receiving the returned item and completing any required inspection, we will notify you of the refund decision.

Once your refund is approved, Penvako will initiate the refund to your original payment method within 3–5 business days.

After the refund has been initiated, the time it takes for the funds to appear in your account depends on your bank or payment provider and may require additional processing time.

5. Customer Support

How can I contact customer support?

You can reach us through the following contact details:

For order-related inquiries, please include your order number so we can locate your purchase and assist you more efficiently.

We aim to respond within 24–48 business hours. Response times may vary during public holidays or periods of high inquiry volume.

Thank you for choosing Penvako!

We appreciate your trust and support. Our customer service team is committed to providing helpful assistance throughout your shopping experience.