Delivery & Returns

DELIVERY:

How much does delivery cost?

UK delivery ONLY - £4.95 or £15.00 if your order contains larger or more fragile items.

FREE on orders over £200
We don’t charge for delivery of samples.

Channel Islands, Highlands, Islands, and Remote Areas

Please note that as additonal delivery charges may apply we do not accept online orders for delivery to the Channel Islands, Highlands, Islands and remote areas. If you require delivery to these locations please contact us on 01246 583444 to place your order.

How long will my items take?

Delivery will typically take 3 - 5 working days in the UK, though some items may take longer depending on the supplier and stock availability.

As we have such a big product range we do not hold stock and the exact lead time depends on when our suppliers deliver to us.

Made to measure items will take longer as we need to allow for making time. We will contact you when your item has been completed to arrange delivery.

If you have ordered some items with a short lead time and some with a long lead time, we will deliver the items with a short lead time first and then deliver the remaining items separately when they are ready.

We use delivery companies such as UPS and DPD for most items. Items will be packed to protect against damage in transit. The delivery companies we use will need a signature on delivery. For smaller items and samples we use regular post, and no signature will be required. All items are sent from us on a next day service, so should be with you within 24 hours of leaving our warehouse.

We can deliver on Saturday to most destinations in the UK. There will be an additional extra charge for Saturday delivery which is typically £20 depends on the size and weight of your items. Please call us once you have placed your order and we can amend your details.

What about urgently required items?

If you need your order of fabric or wallpaper really urgently, in some cases our suppliers can deliver directly to you on a next day service. Give us a call before placing your order, and we’ll see what we can do to help. There will be an additional charge which will depend on the delivery service used.

Do you require a signature on delivery?

Nearly all items will need a signature. Samples and very small items will be sent by regular mail and will not require a signature.

What happens if I am not in when the items arrive?

The delivery company will leave a card explaining how to arrange delivery for another day, or to another address. If the delivery company doesn’t hear back from you they will normally try to deliver twice again, before returning your order to us. If your order is returned to us the normal delivery rate will apply for re-delivery.

What happens if my item is out of stock?

As we offer such a large range, for most items we do not hold stock but order from our suppliers when we receive an order. We work closely with our suppliers to ensure we only offer items which have good levels of availability. However, very occasionally suppliers discontinue certain lines or there will be a delay in fulfilling your order. When this happens, we will contact you as soon as possible (normally within 24 hours of receiving your order) to see if you are happy to wait or arrange a refund.

How long do samples take to arrive?  

Samples are sent by Royal Mail. Because we carry such a large range we do have to wait for samples to arrive from our suppliers, but we aim to deliver within 3 – 5 working days in the UK. 

Where do Penrose Interiors deliver to?

We are not able to deliver cut lengths of fabric or rolls of wallpaper to countries outside the UK.

What about Security checks?

In order to help minimise online fraud, from time to time we carry random security checks with our customers. This may be a simple phone call before shipping an order, but on occasions we may also ask for proof of identity and proof of address.

 

RETURNS:

What is the Penrose Interiors returns policy?

Due to the bespoke nature of our products we are unable to issue refunds on items that have been cut for you, all made to measure products including poles and tracks, and part orders of wallpaper. This is why we always recommend ordering samples of fabrics and wallpapers before placing an order.

All other items may be returned within 28 days of delivery. Items must be returned undamaged and in their original packaging. Wallpaper orders may only be returned as complete orders.

If your order arrives damaged or faulty please let us know within 48 hours of delivery. We will repair, replace, part refund, or refund your order as appropriate.

Can I cancel my order?

If you’d like to cancel your order, please let us know within one hour of ordering for a full refund. Please note our opening times are Monday to Friday, 9.00am till 5.00pm. 

Can I amend an existing order?

If you’d like to make changes to your order, please let us know within one hour of ordering. Please note our opening times are Monday to Friday, 9.00am till 5.00pm.

What about returning made-to-measure or bespoke items?

We are not able to accept returns on any made to measure items including cushions and soft furnishings as they will have been made or cut to order and we are not able to sell them to another customer. We cannot accept returns due to incorrect measurements supplied to us.

We do our very best to make sure your made to measure items are perfect, but in the event there is a fault we will first see if it is possible to make an alteration to fix the fault. If we cannot fix the fault, we will arrange a replacement, or a partial or full refund. Please contact us for assistance.

Can I return fabrics, trimmings and/or any other cut-to-order items?

Lengths of fabric and trimming are cut to order, and so are not returnable for lengths under 5 metres. In some circumstances, for lengths over 5m we may be able to accept returns of fabric, but this will depend on the supplier and will be subject to a restocking fee of 25%.

We recommend obtaining a sample before ordering, and checking your fabric before cutting, as once cut fabric orders cannot be returned. Please contact us for further assistance.

Can I return wallpaper?

In some instances complete orders of wallpaper may be returned, but this will depend on the supplier and will be subject to a restocking fee of 25%. We cannot accept returns of part of an order, please contact us for further assistance.

What about if my item is faulty?

If your item is faulty please email p-sales@penroseinteriors.co.uk or call us on 01246 583444 and we will advise you on the options.

How do I return an item?

Please email p-sales@penroseinteriors.co.uk with your Order Number and details of the items you would like to return. Please wait for confirmation from us before returning your items.

Goods are your responsibility until they reach our warehouse, so please make sure they are well packed. We recommend using a delivery service which requires a signature to ensure that you have proof of return. The cost of returning an item is at your expense.

How do I know Penrose have received my returned items?

Once we have received your returned items we will email you to let you know, and to confirm any refund due.

How long will my refund take?

Once we have processed a refund we will confirm this to you by email. The exact timing of when you receive the refund depends on your card issuer, our payment providers will pass funds back to your card issuer within 1 working day, but it will then typically take a few more days before funds are allocated by your card issuer to your account. Typically, refunds take 3-5 days.