RETURN POLICY

REFUNDS / CANCELLATION OF ORDER

We regret to inform you that we do not allow any refunds or cancellation of orders after payment has been made. 😔

However, we uphold a flexible 30-day goods exchange policy for ALL our beloved customers. 

    The Penthouse Theory will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in resellable condition.

    Return shipping will be paid at the customers expense and will be required to arrange their own shipping.

    Important things to check before you contact our team:

    • Original Packaging
    • Original Condition
    • Tags still intact

    Once returns are received and accepted, we will process the goods exchange. 

     

    MISSING ITEM

    We apologise for any missing item from your order.

    Important things to check before you contact our team:

    *As items may be sourced from different places, items may come in separate packages and delivery times may vary.

    • Check your emails to see if any of your items will be arriving separately.
    • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
    • You can also check if your order has been split into more than parcel by logging into 'My Account' and checking my orders.

    If there is indeed an item missing after checking the above, please contact us and include the following information:

    • The order number
    • The missing item's name and number

    We will resolve the issue for you as quickly as we can.

     FAULTY/INCORRECT ITEM

    Important things to check before you contact our team:

    • Original Packaging
    • Original Condition
    • Tags still intact

    After checking that all the above listed are present, please contact us and include the following information:

    • The order number
    • The faulty item's name and number
    • A description of the fault
    • A visual representation (pictures or videos) of the fault

    We will resolve the issue for you as quickly as we can. 

    OUT OF STOCK ITEMS

    We're really sorry if you've received an email saying one or more of the items you've ordered is out of stock. 😔

    When this happens, it means we thought we had stock of the item when you placed the order. However, when we went to pack your order up we realised we didn't have the item available anymore. 

    We will cancel and refund for the item even if your order was confirmed. You will then receive an email notification upon cancellation. 

     

     

    STILL NEED HELP?  Contact us here at support@thepenthousetheory.com, or simply give us a DM on any of our social media platforms and we will be more than happy to assist you!