Exchange, Return and Shipping


100% Natural Materials


All products at Penoora's are handmade. Therefore, slight variations in size or design should be expected. We use 100% natural materials, which includes wool, cotton, silk, and bamboo. The fragile nature of these materials means that the products require special attention and care, especially when washing and drying. Please make sure to follow the washing instructions behind the brand tag to prevent damage.

 

Returns


As a customer at Penoora's, you have the right to return your products and get a full refund within 7 (seven) business days. The customer is responsible for shipping costs (national post) for both return and new purchase.

We kindly ask you to contact us by our email address contact@penoora.com with your personal details and a short description of why you would like to return the product. Please note that the product must be unused to get a full refund.

Penoora's claims no responsibility for lost or missing packages. Customer is responsible for tracking their package with the tracking number provided by Penoora's. Penoora's claims no responsibility of undeliverable packages. If in doubt, we recommend you choose a postal service with insurance policies, such as DHL, FedEx or UPS. Please contact us for details.

Please allow 3 (three) working days for a refund. Refund will be made onto the same account from which payment was made.

Sale items cannot be refunded.

 

Exchanges


Same principles as the above apply. A full refund will be made, after which the customer must make a new order online. The customer is responsible for all shipping costs.

 

Shipping (International)


We use our National Postal Service (PTT) for all international shipping. Please note it may take 3-4 weeks for delivery depending on your location. Japan, Australia, and European countries usually take about 7-10 days. US and Canada may take up to three weeks. We will be tracking your package until it reaches its destination.

All orders are shipped within 3 (three) business days. You will receive an email with your tracking number when your order has been shipped. Please note that we offer free shipping on all international orders.

Penoora's is not responsible for any lost, missing, undelivered or unclaimed packages. We are, however, happy to assist in tracking down any lost or missing packages.

International orders are subject to taxes, import and duty fees. Penoora's is not responsible for any charges that might arise regarding your order. Orders are always registered under their real content and value for customs. Please note that we are a legally registered company with certain ethical protocols. We kindly ask you to not compromise our values by asking for exemptions of our policies mentioned above.