Refund policy
Thank you for shopping with Poppy’s! Each piece is hand-made with care, and many of our items are created specifically to order. Because of the nature of our work, we have a limited return and refund policy as outlined below.
1. Returns
We only accept returns on eligible, non-custom items.
All returns must be requested within 5 days of delivery.
To qualify, the item must be:
- unused,
- unwashed,
- unworn,
- in its original condition and packaging.
The following cannot be returned:
- hand-beaded or made-to-order items,
- custom requests or personalised items,
- sale / discounted items,
- gift cards.
Any return must be inspected and approved by Poppy’s before it is accepted.
2. Faulty or Damaged Items
If something arrives damaged or faulty, please email help@frompoppys.com
within 48 hours of delivery, with:
- your order number,
- clear photos of the item and packaging,
- a description of the issue.
Items will be assessed on a case-by-case basis. Where a fault is confirmed, we will arrange an appropriate remedy, which may include a repair, replacement, or refund where applicable.
Please do not return any items without written confirmation from us.
3. Refunds & Exchanges
Refunds are only offered for approved faulty items.
All other approved returns will be offered store credit or an exchange (where available).
Shipping fees are non-refundable.
Return shipping is the customer’s responsibility unless otherwise agreed in writing.
Once your return is received and inspected, refunds (where applicable) are processed within 5–7 working days.
4. Hand-Beaded & Made-to-Order Items
Because these items are created specifically for each customer and cannot be resold, we do not accept returns, refunds, or exchanges for:
- change of mind,
- incorrect size or colour choice,
- personal preference,
- any reason unrelated to a confirmed fault.
Minor variations in colour, beading, shape, and craftsmanship are considered normal in hand-made goods and do not qualify as defects.
5. Incorrect or Missing Items
If the wrong item was delivered, or something is missing, please contact us within 48 hours of delivery at help@frompoppys.com with photos.
We will resolve this as quickly as possible!
6. Order Cancellations
For made-to-order or hand-beaded items, cancellations may not be possible once production has begun.
If a cancellation is accepted, a reasonable fee may apply to cover time and materials already used.
7. Need Help?
If you have questions about your order or need assistance, please reach out to us at help@frompoppys.com x
