FAQ's

Customer Support

If you need assistance, please email info@pennylomas.com.au

We aim to respond within 1–2 business days (Monday–Friday).

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Ordering

How will I know my order is confirmed?

You will receive an email confirmation shortly after placing your order. If you don’t see it, please check your junk or spam folder.

Can I change my address after ordering?

If you need to update your delivery details, please contact us as soon as possible. Changes may not be possible once your order has been packed or dispatched.

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Shipping & Delivery

Where do you ship from?

All orders ship from Perth, Western Australia.

How long does dispatch take?

Orders are typically packed within 1–3 business days.

How long will delivery take?

Delivery times vary depending on your location and courier service. Tracking details will be provided once your order has been dispatched.

What about large or fragile items?

Furniture and delicate pieces may ship via specialised couriers. If alternative freight arrangements are required, we will contact you.

If your delivery location has access considerations (stairs, narrow entryways, apartments), please contact us prior to purchase.

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Click & Collect

If click & collect is available, it will appear at checkout. Collection details will be provided once your order is ready.

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Returns & Refunds

Many items are vintage or antique and may show signs of age, wear, and patina consistent with their history. We photograph and describe each piece carefully.

Do you accept change-of-mind returns?

We do not offer change-of-mind returns unless required under Australian Consumer Law.

What if my item arrives damaged or incorrect?

Please email info@pennylomas.com.au within 48 hours of delivery and include:

• your order number

• clear photos of the item and packaging

• a brief description of the issue

We will assess the claim and work with you on a suitable resolution.

What are my rights under Australian Consumer Law?

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

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Afterpay

Do you offer Afterpay?

Yes, Afterpay is available on eligible orders.

How do refunds work with Afterpay?

If a refund is approved, it will be processed through Afterpay and your payment schedule will be adjusted. Timing may vary.

For payment or account enquiries, please contact Afterpay directly via their app or website.

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Product Care

Many pieces are vintage or made from delicate materials. If you would like care advice for a specific item, please contact us and we will be happy to assist.

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Trade & Designer Enquiries

Interior designers and stylists sourcing for projects are welcome to contact us at info@pennylomas.com.au.

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Contact

Email: info@pennylomas.com.au

Location: Perth, WA