Frequently Asked Questions

Quick answers about orders, delivery, returns, products and support.

How do I place an order?

Browse our collections, choose a product, add it to your cart and follow the checkout steps. You will receive an order confirmation by email.

Can I change my order?

If you need to change your order, contact us as soon as possible with your order number and we will let you know what can be done.

What payment methods do you accept?

The payment methods available are shown at checkout.

How do I know my order was successful?

After checkout you will see a confirmation page and receive a confirmation email. If you do not receive it, check your spam folder or contact us.

Where do you deliver?

The delivery destinations available to you are shown at checkout. See our Shipping Policy for full details.

How long does delivery take?

Delivery estimates are shown at checkout and described in our Shipping Policy.

How much does shipping cost?

Shipping costs, if any, are calculated and shown at checkout before you pay.

How can I track my order?

Visit our Track Order page, or use the tracking link in your shipping confirmation email where one is provided.

Can I return an item?

Please read our Returns & Refunds Policy for how returns work. Your statutory rights as a UK consumer are not affected.

How do I request a return?

When will I receive my refund?

Refund timings are described in our Returns & Refunds Policy.

What if my item arrives damaged?

Please contact us as soon as possible with your order number and photos of the item and packaging so we can help.

How do I choose the right product?

Each product page includes a description to help you decide. If you are unsure, contact us and we will be happy to help.

Where can I find product dimensions?

Where available, dimensions are listed on the product page.

How do I find age suitability information?

Where available, age guidance is shown on the product page. Always follow the manufacturer's guidance.

Where can I find product safety instructions?

Safety and use instructions come with the product where provided. Children should always be supervised during play.

How can I contact Pennora?

Email contact@pennora.shop, call +44 791 5527603 or use our Contact page.

When can I expect a response?

We aim to reply as soon as we can. Please include your order number if you have one.

Can't find what you need? Contact us.