FAQS

FREQUENTLY ASKED QUESTIONS

ORDERING ONLINE - CLICK & COLLECT

Is everything online available for click & collect?

Yes, all the items available our website can be ordered for click & collect at the shop at The Arches in East Market Street. 

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. We work hard to make sure this is done for you as quickly as we can.

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.

See our opening hours page or social media for more information.

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

Just drop us a line on info@rosypenguin.com and we'll get right back to you as soon as we can to help.

We can sometimes cancel orders if necessary - particularly for a click and collect order. Mail orders are packed and dispatched via Royal Mail so once processed we can't cancel these.

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 with a valid receipt for either an exchange or credit note.

Click & Collect Orders

If collected within 14 days these can be returned within 7 days of collection. A credit note or exchange can be given if you have collected items 14 days or later.

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