TERMS OF USE AND CONDITIONS
Updated on 19/06/2026
PAYMENTS
You can pay via PayPal, credit or debit card, and bank transfer.
The "Pay in 3" option, if available, is offered and managed directly by PayPal and is exclusively available to customers and purchases deemed eligible by PayPal.
Available payment methods are shown during checkout.
If paying by bank transfer, the order will be considered confirmed after the amount has been credited to our account.
If you experience any issues with payment, please contact us at info@penguinscrown.com.
WITHDRAWAL, RETURNS AND LEGAL WARRANTY
The right of withdrawal, return procedures, refunds, and legal warranty of conformity are governed by our "Returns and Refunds" page, which forms an integral part of these Terms of Use.
To submit a return or cancellation request, you can use the function available in the order area of your customer account or contact us at info@penguinscrown.com.
The mandatory rights recognized to the consumer by applicable law always remain valid.
IN-STOCK, PRE-ORDER AND ON-ORDER PRODUCTS
In Stock: products already available in our warehouse. Preparation and shipping take place according to the times indicated in our "Shipping and Delivery" policy.
Pre-order: products not yet available, with an estimated release date. Dates are provided by manufacturers or distributors and may be subject to changes (earlier or later) independent of Penguin’s Crown.
On Order: products not available in our warehouse that we can request from our suppliers after order confirmation. For products ordered from European suppliers, it usually takes about three weeks; for products imported from Japan, the estimate is indicated on the product page. For On-Order products, commercial cancellations are not normally allowed, without prejudice to the right of withdrawal and other mandatory rights recognized to the consumer by law.
For pre-order or on-order products, full payment or partial payment may be required, according to the options available on the product page and during checkout.
Availability estimates do not constitute a guaranteed delivery date. The customer will be informed in case of significant changes.
The right of withdrawal and other rights recognized to the consumer by applicable law remain valid.
ON-REQUEST PRODUCTS
"On Request" products are items that Penguin's Crown sources from external suppliers or sellers after the customer's order confirmation.
Sourcing and delivery times are generally longer than for "On Order" products and are indicated, when possible, on the product page. These timings are estimated and may vary based on supplier availability, shipping, and any import procedures.
If the product cannot be sourced, any sums already paid will be refunded using the original payment method.
For these products, additional commercial cancellations are not normally allowed after the search or purchase from the supplier has begun. However, the right of withdrawal and other mandatory rights recognized to the consumer by applicable law remain valid.
PRE-ORDERS
By placing a pre-order, the customer requests Penguin's Crown to reserve or order a copy of the product, accepting that the release and availability date is indicative and may vary as decided by the manufacturer or distributor.
To place a pre-order, one of the following may be required:
- full payment;
- a down payment on the price;
- an installment or deferred payment plan, when available.
The total price of the product is that indicated on the product page and in the order summary, regardless of the amount paid at the time of confirmation.
The product will only be shipped after it arrives at our warehouse and after full payment of the amount due.
Cancellation, withdrawal, and refund procedures are governed by the dedicated sections of these Terms and on the "Returns and Refunds" page.
PREORDER DEPOSIT – 30% DOWN PAYMENT
With this method, the customer pays a down payment equal to 30% of the total product price.
When the product is close to availability, Penguin's Crown will send a request for the balance payment. The balance must be paid within 30 days of the request, unless otherwise agreed with the customer.
The product will only be shipped after full payment of the amount due.
If Penguin's Crown is unable to provide the product, all sums paid will be refunded using the original payment method.
In the event of a valid exercise of the right of withdrawal, the refund will be managed as indicated on the "Returns and Refunds" page.
For any commercial cancellations that do not fall under the right of withdrawal, Penguin's Crown may offer to return the down payment via Store Credit.
In case of non-payment of the balance within the specified deadline and in the absence of communication from the customer, Penguin's Crown may cancel the pre-order and limit access to future pre-order methods with partial or deferred payment.
PREORDER DEPOSIT+ – DEFERRED 30% DOWN PAYMENT
With this method, the customer makes no payment at the time of ordering.
After approximately one month, Penguin's Crown will send a request for payment of a down payment equal to 30% of the total price. The balance will be requested when the product is close to availability.
Payment requests must be settled within 30 days, unless a different deadline is indicated or agreed with the customer.
For the first order placed using this method, Penguin's Crown may require the down payment to be made within 7 days of receiving the payment request.
The product will only be shipped after full payment of the amount due.
If Penguin's Crown is unable to provide the product, all sums paid will be refunded using the original payment method.
In the event of a valid exercise of the right of withdrawal, the refund will be managed as indicated on the "Returns and Refunds" page.
In case of non-payment within the foreseen deadline and in the absence of communication from the customer, Penguin's Crown may cancel the pre-order and limit access to future deferred payment methods. Any sums already paid will be refunded using the original payment method, unless otherwise explicitly agreed with the customer.
PREORDER DEPOSIT 4 INSTALLMENTS
With this method, the customer makes no payment at the time of ordering.
After approximately one month, Penguin's Crown will send a request for payment of the first installment, equal to 25% of the total price, along with an estimate of the next three installments. Deadlines will be distributed as evenly as possible until the estimated product availability.
For the first order placed using this method, Penguin's Crown may require the first installment to be paid within 7 days of receiving the payment request.
Subsequent payment requests must be settled within 30 days, unless a different deadline is indicated or agreed with the customer.
The product will only be shipped after full payment of the amount due.
If Penguin's Crown is unable to provide the product, all sums paid will be refunded using the original payment method.
In the event of a valid exercise of the right of withdrawal, the refund will be managed as indicated on the "Returns and Refunds" page.
In case of non-payment of an installment within the foreseen deadline and in the absence of communication from the customer, Penguin's Crown may cancel the pre-order and limit access to future installment or deferred payment methods. Any sums already paid will be refunded using the original payment method, unless otherwise explicitly agreed with the customer.
The initial amount of €0 shown by the system does not represent the total price of the product nor a free offer. The total price is that indicated on the product page and in the order summary.
AVAILABILITY OF PAYMENT METHODS
The available payment methods may vary depending on the product.
For some products, options that do not require any initial payment may not be available. The methods that can actually be used are those shown on the product page and during checkout.
FAILED PAYMENTS AND USE OF PRE-ORDER METHODS
Installment, partial, or deferred payment methods are offered on condition that payment requests are met within the indicated deadlines.
In case of failed payment and in the absence of communication from the customer, Penguin's Crown may cancel the pre-order after sending one or more reminders.
In the presence of repeated failed payments or ignored payment requests, Penguin's Crown may limit access to methods without initial payment, installment, or deferred payments and require, for any future orders, immediate payment of the down payment or the entire amount.
In more serious or repeated cases, the possibility of placing new pre-orders may be temporarily limited. Each situation will be evaluated individually, taking into account any communications and difficulties reported by the customer.
Such limitations do not prejudice the right of withdrawal, any due refunds, or the management of orders already fully paid and accepted.
CANCELLATION OF PRE-ORDERS
Cancellation requests can be submitted using the function available in the order area of the customer account or by contacting Penguin's Crown at info@penguinscrown.com.
When the request constitutes the exercise of the right of withdrawal, it will be managed as indicated on the "Returns and Refunds" page, with the return of sums paid using the original payment method.
Requests that do not fall under the legal right of withdrawal will be considered commercial cancellations and evaluated on a case-by-case basis. Penguin's Crown may not accept them, particularly when the product has already been ordered or purchased from the supplier, is on its way to our warehouse, or is close to availability.
Should a commercial cancellation be accepted, Penguin's Crown may offer a refund via Store Credit. The conditions will be communicated to the customer before cancellation, and the Store Credit will only be used with their acceptance.
If Penguin's Crown is unable to provide the product, all sums paid will be refunded using the original payment method.
SHIPPING AND DELIVERIES
Penguin's Crown primarily ships to Italy and Germany.
Shipping is free for In-Stock products and pre-orders. For On-Order, On-Request products, or any additional services, applicable costs are indicated on the product page or during checkout.
The destinations served, the couriers used, the delivery methods, and the management of orders containing multiple products are described on the "Shipping and Deliveries" page, which forms an integral part of these Terms of Use.
The indicated delivery times are estimates and may vary due to reasons independent of Penguin's Crown.
The customer is responsible for verifying the correctness of the delivery address provided in the order and for promptly communicating any errors before shipping.
BOX CONDITION AND BOX PROTECTION PROGRAM
Before shipping, we check the condition of the product and its packaging as much as possible.
If we find damage to the box, we will try, where possible, to replace the item with another copy in better condition. This solution may not be available for rare, out-of-stock, or hard-to-find products.
When replacement is not possible, Penguin's Crown may automatically grant a store credit proportionate to the extent of the damage:
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2% for minor damage;
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5% for moderate damage;
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10% for severe damage.
The assessment is carried out by Penguin's Crown before shipping. Therefore, it is not necessary to submit a request to receive the credit provided by the program.
The Box Protection Program does not apply to products clearly marked as "Box Damaged" or sold with packaging damage already described on the product page.
The program constitutes an additional commercial protection and does not limit the right of withdrawal, legal warranty, or other rights recognized to the consumer.
LOYALTY PROGRAM AND PROMOTIONS
The Loyalty Program is a program of benefits and discounts reserved for customers who meet the requirements indicated by Penguin's Crown.
The benefits, levels, discount codes, and program conditions may be updated over time. Any changes do not affect orders already concluded.
In case of fraudulent use of codes, creation of multiple accounts to circumvent conditions, unauthorized resale of benefits, or other seriously unfair behavior, Penguin's Crown may suspend or revoke access to the program.
Penguin's Crown may also activate promotions, discount codes, or initiatives dedicated to specific channels, communities, events, or collaborations.
These initiatives are separate from the Loyalty Program, may have specific conditions and durations and, unless otherwise indicated, cannot be combined with other discount codes.
LIMITATION OR REFUSAL OF FUTURE ORDERS
Penguin's Crown reserves the right to limit, suspend, or refuse future orders in the presence of fraudulent or seriously improper behavior, repeated non-payments, abusive disputes or chargebacks, use of false data, circumvention of limitations through multiple accounts, threats, or violations of these Terms.
Any limitations will be evaluated on a case-by-case basis, taking into account the nature and severity of the behavior.
The simple exercise of the right of withdrawal provided by law does not automatically lead to the limitation or exclusion of the customer from the store.
The management of already accepted orders, any due refunds, and other rights recognized by applicable law remain guaranteed in any case.
