Frequently Asked Questions (FAQs)

Welcome to Penrose Living. We’ve answered some common questions about shopping with us, ordering furniture, delivery, payments, returns and after-sales support.

If you can’t find the answer you’re looking for, please contact us at info@penroseliving.co.uk. we’re happy to help.

About Penrose Living

1. What is Penrose Living?

Penrose Living is an online furniture and home furnishings store offering a range of furniture and accessories for the home and garden.

2. What products do you sell?

Our range includes sofas, armchairs, sofa beds, dining tables and chairs, bedroom furniture, storage furniture, garden furniture, parasols and selected outlet items.

3. Where is Penrose Living based?

Penrose Living serves customers in the UK. Please refer to our Contact Us page for our current business contact details.

4. How can I contact customer support?

You can email us at info@penroseliving.co.uk.co.uk.

5. Who will respond to my enquiry?

Our team handles every customer enquiry personally. Please include as much relevant information as possible so we can understand how to help.

Products and Shopping

6. How do I find the right furniture for my home?

Browse our collections to explore the available furniture. Check each product page for its dimensions, materials, colour options and other specifications before ordering.

7. Are product dimensions provided?

Please refer to the individual product description for available measurements. If you need clarification before purchasing, contact us.

8. Are the product colours exactly as shown in the photographs?

Colours may appear slightly different depending on lighting, photography and your screen settings. Please read the product description carefully if colour is an important consideration.

9. Are the product photographs accurate?

We aim to present products clearly through the available photographs and descriptions. Please refer to the individual listing for details of the item being sold and any included accessories.

10. Is assembly required?

Assembly requirements vary by product. Please check the relevant product description or contact us before ordering if you need confirmation.

11. Does furniture come with accessories shown in photographs?

Not necessarily. Please check the product description to confirm exactly what is included with your chosen item.

12. Are all products in stock?

Availability can vary by product. Please check the current availability information on the relevant product page before placing your order.

13. Will you restock an unavailable product?

Restocking depends on the product and supplier. Contact us with the product name or link, and we’ll do our best to clarify its availability.

14. Can I ask a question before placing an order?

Of course. Email info@penroseliving.co.uk with your question and the relevant product link. It’s always best to clarify anything important before purchasing.

15. Do you sell discounted furniture?

We offer selected outlet items. Any applicable discount and current selling price will be displayed on the relevant product page.

Orders and Payments

16. How do I place an order?

Choose your preferred product, select any available options, add it to your basket and follow the checkout instructions to complete your purchase.

17. How will I know my order has been placed?

Check your email for an order confirmation after completing checkout. If it doesn’t arrive, check your junk or spam folder and contact us if necessary.

18. Which payment methods do you accept?

The payment methods available for your purchase will be displayed at checkout.

19. Is it safe to pay through your website?

Payments are processed using the payment services enabled in our secure checkout. Always complete payment through the official checkout and never send your full card details by email.

20. Can I change my order after placing it?

Please contact us as soon as possible with your order number. Changes may depend on whether your order has already been processed or dispatched.

21. Can I cancel my order?

Contact us promptly if you wish to cancel. Whether an order can be stopped before dispatch depends on its processing status. Your statutory cancellation rights remain applicable where relevant.

22. What should I do if my payment is declined?

Check your payment details and contact your bank or payment provider if necessary. You can also try another payment method available at checkout.

23. What should I do if I think I’ve been charged twice?

Contact us with your order details and information about the suspected duplicate charge. Avoid placing another order until you’ve checked whether your original payment was successful.

24. Can I order more than one item?

Yes, you can add multiple available products to your basket. Check the final order total and delivery arrangements at checkout before completing your purchase.

25. Can I change my delivery address after ordering?

Contact us immediately if your delivery address needs correcting. Changes may not be possible once an order has been dispatched.

Shipping and Delivery

26. Do you deliver across the UK?

Please check the delivery options available for your address at checkout. Contact us if you are unsure whether your location is covered.

27. Do you offer free UK delivery?

Delivery charges depend on the arrangements currently in place for your store and the product ordered. Please check the delivery information shown at checkout before purchasing.

28. How long does delivery take?

Estimated delivery times can vary by product, destination and supplier. Please refer to the applicable delivery information for your order rather than relying on a general estimate.

29. Do you offer international delivery?

International delivery availability depends on the destination and the shipping options currently offered. Please check checkout or contact us to confirm whether your location can be served.

30. How much does delivery cost?

Any applicable delivery charge should be shown before you complete your purchase. The amount may depend on the destination and the delivery arrangements for the item.

31. Will I receive tracking information?

Where tracking is available, the relevant information will be provided when it becomes available. Contact us if you need assistance locating an update for your order.

32. What happens if my delivery is delayed?

If your order appears to be delayed, contact us with your order number. we’ll help you check the available information and explain the next steps.

33. Will my furniture be delivered to the room of my choice?

Delivery services vary. Please check the delivery terms for your particular item to establish whether delivery is to the entrance, kerbside or a specified room.

34. What should I do if my item arrives damaged?

Please contact us as soon as possible with your order number, a description of the damage and photographs where available. We’ll review the issue and explain the next steps in line with your legal rights.

35. What if I receive the wrong item?

Contact us with your order number and details of the item received. Please provide photographs if helpful so we can understand the issue and advise you.

Returns, Refunds and Guarantees

36. Can I return furniture if I change my mind?

For most online purchases, UK consumers have a legal cancellation right, subject to applicable exceptions. Please contact us to notify us of your cancellation and arrange the return in accordance with our Returns & Refunds Policy.

37. How long do I have to request a return?

The applicable period depends on the type of return and your legal rights. For most online purchases, the usual cancellation period is 14 days from receiving the goods. Please consult our Returns & Refunds Policy for details.

38. Who pays for return shipping?

Responsibility for return costs depends on the circumstances and the applicable terms. For change-of-mind cancellations, customers may be responsible for direct return costs if they were properly informed in advance. Different rules apply in certain circumstances, including faulty goods.

39. How do I request a refund?

Email info@penroseliving.co.uk with your order number and a description of your request. We’ll explain the applicable process and any necessary return arrangements.

40. How long will my refund take?

Refunds are handled in accordance with applicable consumer law and the relevant payment provider’s procedures. The time taken for the funds to appear in your account may vary.

41. What should I do if my furniture develops a fault?

Contact us with your order number, a description of the fault and photographs where possible. We’ll review your enquiry and explain the options available under your applicable rights and any valid guarantee.

42. Do you offer a two-year product guarantee?

Please check the applicable guarantee terms for your product to confirm whether it is covered, what the guarantee includes and how to make a claim. Any guarantee is additional to your statutory consumer rights.

43. Does the guarantee cover accidental damage?

Coverage depends on the actual guarantee terms. Accidental damage should not be assumed to be covered unless the applicable terms expressly provide for it.

44. What information do I need to make a guarantee claim?

Please provide your order number, a description of the problem and photographs where possible. We may request additional relevant information to assess your claim.

45. Can I return a faulty item?

If goods are faulty, damaged or not as described, you may have statutory remedies under UK consumer law. Contact us promptly so we can review the circumstances and explain the appropriate next steps.

Account, Privacy and Customer Support

46. Do I need an account to place an order?

Whether an account is required depends on the checkout options available in our store. Follow the instructions shown during checkout.

47. How do you use my personal information?

We use personal information in accordance with our Privacy Policy and applicable data protection law. Please read our Privacy Policy for details about how information is collected, used and protected.

48. Will you share my personal information?

Personal information may be shared with service providers where necessary to fulfil orders, process payments, arrange delivery or provide other services, as explained in our Privacy Policy and subject to applicable law.

49. How can I contact you about an existing order?

Email info@penroseliving.co.uk or contact info@penroseliving.co.uk by phone or WhatsApp. Please include your order number so I can identify your purchase.

50. What if my question isn’t answered here?

Please get in touch. Email info@penroseliving.co.uk with your question, and we’ll do our best to help.

Thank you for visiting Penrose Living. We appreciate your interest in our furniture and home furnishings.

The Penrose Living Team