Return Policy

PENTHOUSE THEORY will happily accept returns for eligible items within 30 days of ship date for a full refund or credit. The returned merchandise must be unused and in the complete original packaging. Returns are subject to a 35% restocking fee.

We are NOT responsible for lost return packages, and recommend that you personally insure and track your packages. All sales final on furniture. There is no returns on furniture.

To receive a RETURN AUTHORIZATION FORM you must email: SUPPORT@PENTHOUSETHEORY.COM and fill out our RETURN AUTHORIZATION form.  

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 ITEMS

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 ITEMS

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 realized 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@lonelyloft.com], or simply give us a DM on any of our social media platforms and we will be more than happy to assist you!