FAQ

All Penguin products consist of different materials. We put the relevant WASHING INSTRUCTIONS at the bottom of each product.

We offer free shipping within Switzerland and EU. For Shipping outside of those regions we will charge an additional shipping fee depends on country/provider.

Delivery times: 3-5 days. 

Returns: If you wish to exchange or return a garment, please send us an email. Returns and exchange will be accepted within 14 days after the product has been received. The product must be returned in original packaging and in original condition. For exchanges please email us your order number and which product you would like to receive instead. We will give you instructions where to ship your product(s) upon receipt of your email. The freight cost for returns shall be paid by the sender

Taxes and duties EU and Switzerland: Your order includes taxes and duties. All prices are in Swiss Francs or Euro depending on your currency selection. 

Taxes and duties outside of the EU: Countries outside of the EU will be charged local taxes and duties. We will deduct 19% VAT for products ordered from outside the EU. You will be charged for the taxes and duties by our forwarder after importing your products into your country. All sales outside the EU are final. No return is possible. 

Payment: We accept payments with Visa, Mastercard & Twint. Payment by invoice is only possible in Switzerland.

Swiss law and the jurisdiction of Zurich applies to any disputes.

The type of personal information we collect 

• We collect certain personal information about visitors and users of our website.

• The most common types of information we collect include things like: user-names, member names, email addresses, IP addresses, other contact details, survey responses, blogs, photos, payment information such as payment agent details, transactional details, tax information, support queries, forum comments, content you direct us to make available on our website (such as item descriptions) and web analytics data. We will also collect personal information from job applications (such as, your CV, the application form itself, cover letter and interview notes).

How we collect personal information 

• We collect personal information directly when you provide it to us, automatically as you navigate through the website.

• We collect your personal information when you provide it to us when you complete registration and buy or provide items or services on our website, subscribe to a newsletter, email list, submit feedback, enter a contest, fill out a survey, or send us a communication.

Personal information we collect about you from others 

• Although we generally collect personal information directly from you, on occasion, we also collect certain categories of personal information about you from other sources. In particular: Google and Facebook

How we use personal information 

• To fulfil a contract, or take steps linked to a contract: in particular, in facilitating and processing transactions that take place on the website, like where you purchase an item from our marketplace.

• Where this is necessary for purposes which are in our, or third parties, legitimate interests. These interests include:

• operating the website;

• providing you with services described on the website;

• verifying your identity when you sign in to any of our website;

• responding to support and helping facilitate the resolution of any disputes;

• updating you with operational news and information about our brand and services i.e. to notify you about changes to our website;

• carrying out technical analysis to determine how to improve the website and services we provide;

• monitoring activity, i.e. to identify potential fraudulent activity and to ensure compliance with the user terms that apply to the website;

• managing our relationship with you, i.e. by responding to your comments or queries submitted to us on the website or asking for your feedback or whether you want to participate in a survey;

• managing our legal and operational affairs (including, managing risks relating to content and fraud matters);

• training Penguin staff about how to best serve our user community;

• improving our products and services.

• providing general administrative and performance functions and activities; and processing your job application to us.

Where we transfer and/or store your personal information 

• We are based in Switzerland so your data will be processed in Switzerland and the EU. In order to protect your information, we take care where possible to work with subcontractors and service providers who we believe maintain an acceptable standard of data security compliance.

How we keep your personal information secure

• We store personal information on secure servers that are managed by us and our service providers, and occasionally hard copy files that are kept in a secure location. Personal information that we store or transmit is protected by security and access controls, including username and password authentication,

How you can access your personal information 

• You can access some of the personal information that we collect about you by logging in to your account. You also have the right to make a request to access other personal information we hold about you and to request corrections of any errors in that data. You can also close the account you have with us for any of our website at any time.

Marketing choices regarding your personal information 

• Where we have your consent to do so (i.e. if you have subscribed to one of our e-mail lists or have indicated that you are interested in receiving offers or information from us), we send you marketing communications by email about products and services that we feel may be of interest to you. You can ‘opt-out’ of such communications if you would prefer not to receive them in the future by using the “unsubscribe” facility provided in the communication itself.

• You also have choices about cookies, as described below. By modifying your browser preferences, you have the choice to accept all cookies, to be notified when a cookie is set, or to reject all cookies. If you choose to reject cookies some parts of our website may not work properly in your case

Cookies and web analytics 

• You also have choices about cookies, as described below. By modifying your browser preferences. For more general information on cookies, see http://www.allaboutcookies.org.

• When you visit our website, there’s certain information that’s recorded which is generally anonymous information and does not reveal your identity. If you’re logged into your account some of this information could be associated with your account. We’re talking about the following kinds of details:

• your IP address or proxy server IP address’;

• the domain name you requested;

• the name of your internet service provider is sometimes captured depending on the configuration of your ISP connection;

• the date and time of your visit to the website;

• the length of your session;

• the pages which you have accessed;

• the number of times you access our site within any month;

• the file URL you look at and information relating to it;

• the website which referred you to our website; and the operating system which your computer uses.

Information you make public or give to others 

• If you make your personal information available to other people, we can’t control or accept responsibility for the way they will use or manage that data. There are lots of ways that you can find yourself providing information to other people, like when you post a public message on a forum thread, share information via social media, or make contact with another user (such as a third party Author) whether via our website or directly via email. Before making your information publicly available or giving your information to anyone else, think carefully. If giving information to another user via our website, ask them how they will handle your information. If you’re sharing information via another website, check the privacy policy for that site to understand its information management practices as this privacy policy will not apply.

How long we keep your personal information 

• We retain your personal information for as long as is necessary to provide the services to you and others, and to comply with our legal obligations. If you no longer want us to use your personal information or to provide you with our services, you can request that we erase your personal information and close your account. Please note that if you request the erasure of your personal information we will retain information from deleted accounts as necessary for our legitimate business interests, to comply with the law, prevent fraud, collect fees, resolve disputes, troubleshoot problems, assist with investigations, enforce the terms of service and take other actions permitted by law. The information we retain will be handled in accordance with this Privacy Policy.

When we need to update this policy 

• We will need to change this policy from time to time in order to make sure it stays up to date with the latest legal requirements and any changes to our privacy management practices.

• When we do change the policy, we’ll make sure to notify you about such changes, where required. A copy of the latest version of this policy will always be available on this page.

How you can contact us 

• If you have any questions about our privacy practices or the way in which we have been managing your personal information, please contact us via our contact information menu.

Penguin Privacy Policy, effective date 25 May 2018