FAQ
What products are available?
Penvako’s current catalog includes women’s heels, sandals, boots and casual footwear; a hand-crocheted cardigan and thermal socks; brow-stamping, brow-and-body trimming and scalp-oil application tools; and practical accessories such as car headrest hooks. Availability can change, so the live product page is the best source for current options.
How do I choose a size or variant?
Check the specific product listing for size charts, color options, fit notes, materials and measurements. Sizing can differ by product and manufacturer. If a key detail is missing, contact us before ordering.
What payment methods are accepted?
The payment methods and currency available for your order appear at checkout. Check the item, selected variant, delivery address, shipping charge, applicable taxes and final total before submitting payment. Your bank or payment provider may separately charge currency-conversion or international-transaction fees.
Can I cancel or change an order?
Email us as soon as possible at service@penvako.com and provide your order number and requested change. Requests can only be accommodated before the order enters preparation or shipment. Sending a request does not mean the change or cancellation has been 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.
How long does delivery take?
Order processing generally takes 1–3 business days after payment confirmation. Estimated transit after dispatch is 10–20 business days for standard shipping and 5–10 business days for express shipping where offered at checkout. These estimates exclude processing time and are not guaranteed delivery dates. Customs, holidays, weather and carrier conditions can affect delivery.
How do I track an order?
When tracking information is available, it will be sent to the email address used at checkout after dispatch. Carrier tracking may take a few business days to show movement. If tracking is missing, unchanged for an extended period, or the parcel appears lost, contact customer support with your order number.
What if an item arrives damaged, defective or incorrect?
Contact us within 14 calendar days after delivery where possible, with your order number, a description of the issue, and clear photos or video if available. We will review the information and explain the next steps. Necessary return shipping costs for issues verified as attributable to us will be covered by Penvako. This reporting period does not limit rights that cannot lawfully be restricted.
Can I return an item because I changed my mind?
Contact us within 14 calendar days after delivery before sending anything back. Change-of-mind requests are reviewed under the Return & Refund Policy and approval is not automatic. Customers may be responsible for return shipping for an approved change-of-mind return, subject to applicable law.
How are refunds issued?
If a return is required, send it only to the address provided by customer support. After receipt and any required inspection, we will notify you of the decision. Approved refunds are issued to the original payment method. The time taken for funds to appear depends on the bank or payment provider.
How can I contact support?
Email service@penvako.com or call +1 6086731174. Include your order number when your question relates to a purchase. We aim to respond within 24–48 business hours; response times may vary during holidays or busy periods.