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Because we want you grinning – not grimacing – when your goodies arrive.
At Penrose Place, we’re obsessed with making things that make you laugh, blush, and say “OMG, I need this.” But if something’s not quite right, we’ll always do our best to sort it – no faff, no awkwardness, just a clear, fair, and (a little bit) fabulous returns policy. Life’s too short for boring gifts and complicated returns.
🛍️ Can I Return It?
Yes – in most cases! You’ve got 30 days from the date your order lands to decide whether it’s a keeper or going back in the box.
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We accept returns if:
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The item is unused
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It’s in its original packaging
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It’s in the same condition you received it (i.e., not dropped in the bath or left in your mate’s handbag for two weeks)
But we’re not totally heartless. If your order arrives damaged or something’s gone wrong on our end, we’ll absolutely make it right.
❌ What You Can’t Return
Not everything can be popped back in the post, and we’ll always be honest about it.
Here’s what we can’t accept:
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Custom-made, personalised, or bespoke products – If it’s made just for you (think: custom frames, names on candles, rude made-to-order prints), it can’t be returned unless it arrives faulty or damaged.
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Sale items – These are yours to keep, love.
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Opened or used products – You wouldn’t return a half-eaten cake, would you? Same vibe.
Check the product page when ordering – we’ll always let you know if something’s non-returnable upfront.
🎨 Custom & Bespoke Products
Custom pieces are our pride and joy – but because they’re made specifically for you, we can't take them back unless there’s a genuine issue like:
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It arrived broken, damaged, or misprinted
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The customisation is wrong (our bad, not yours!)
If something's off, don't panic – just send us pics and we’ll get it sorted ASAP with a replacement or refund.
📦 How to Start a Return
Simple! Just reach out so we can help:
📧 Email: Contact@penroseplace.org
📞 Phone: 07399 647 495
We’ll chat, confirm eligibility, and tell you what steps to follow. Don’t worry – we’re lovely, we don’t bite (unless requested 😘).
🚚 Who Covers Return Shipping?
Returns are at your expense, babe. That means:
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You’ll need to cover the return postage costs
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We strongly recommend using a tracked shipping service – because if it goes missing, we can’t refund it
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Shipping costs are non-refundable – so if you’re getting a refund, it’ll be for the item only
We promise we’re not being stingy – it’s just how small businesses stay afloat!
💸 When Will I Get My Refund?
Once your return reaches us and we’ve inspected it (aka: made sure it’s in mint condition), here’s what happens:
✅ If everything’s fine: We’ll process your refund within 5–7 working days straight to your original payment method.
❌ If there’s an issue: If it’s damaged, missing bits, or used – and not our fault – we may not be able to refund it. We’ll let you know either way.
⏳ Still Waiting? Let’s Sort It.
If it’s been 3 weeks since you sent it back and there’s still no refund in sight:
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Check your bank account – Sometimes it’s just sitting pretty and you haven’t spotted it
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Ask your card provider – Some refunds show as pending before they hit
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Still nothing? Drop us a line and we’ll investigate like sexy refund detectives
📧 Contact@penroseplace.org
📞 07399 647 495
💕 Our Promise to You
We’re not just here to sell candles that say “LICK ME” or frames that swear like a sailor – we genuinely care about your experience. Every single order means the world to us, and we want your experience with Penrose Place to be smooth, cheeky, and stress-free.
If something’s off, tell us. We’re humans (very sassy humans), and we’ll always do what we can to make it right.
Thanks for shopping with us, supporting our chaos, and being the absolute legend you are.