FAQS

FREQUENTLY ASKED QUESTIONS

ORDERING ONLINE - CLICK & COLLECT

How will I know when my click & collect is ready?

Please wait till you receive an email saying that your order has been prepared and is ready for collection. 

When can I collect my click & collect order?

Once you receive an email from us confirming the order is ready for collection you can pop in whenever we are open.

Please note between Jan - April the shop is only open during the POP UP shops. The details are all on the homepage.

What should I do if I have an issue with an order?

Just drop an email to info@rosypenguin.com and we'll get right back to you as soon as we can to help.

ORDERING ONLINE - POSTAL ORDERS

What delivery options do you provide?

Available delivery options will be available at the check out.

Please note we don't ship outside the UK.

What delivery service do you use?

We use Royal Mail for our shipping. We process all orders through our account so we can account for anything that goes amiss with any delivery.

Can I get something sent to me quickly?

We will do our best to get something sent out to you quicker if needed - please email us at info@rosypenguin.com and we will get back to you with cost and what is possible.

Can I track my order?

We try and provide the most reasonable postage rates - this means we can track through our Royal Mail account but you, as the receiver, can't. This allows us to keep delivery costs down for you.

RETURNS & REFUNDS

You can find this in the information on our website in more detail - terms and conditions apply.

In-store Purchases

These can be returned within 7 days of purchase, or within the duration of the pop up shop with a valid receipt for either an exchange or credit note.

All sale purchases in-store are non-refundable and not able to be exchanged.

Click & Collect Orders

A credit note or exchange can be given if you have collected items after 7 days or later.

All sale purchases ordered for click & collect are non-refundable and not able to be exchanged.

Postal Orders

These can be returned within 14 days for an exchange or refund. After that period a credit note will be issued to you.

All sale items are non-refundable - if returned within 14 days a credit note will be issued. This only applies to postal orders - not purchases in-store or for click & collect.

Please note we still honour your consumer rights. All terms are displayed in store and on the website.