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.