*FREE UK SHIPPING + 20% OFF YOUR FIRST ORDER*

FAQ

What are your operating hours?

 

Our operating hours and 9am-5pm GMT Monday - Friday. We are closed for Bank Holidays,  and for the Christmas holidays from 21st December 2019 until 26th December 2019. We will also be closed on New Years Day. All paper orders received in this time will be dispatched immediately on our return. 


What payment methods do you accept?

 

Payments accepted via, Visa, MasterCard, American Express, Maestro, Shopify Pay, Apple Pay, Google Pay, Paypal and Amazon Pay.


How do I cancel my order?

 

You have the right to cancel your order under the consumer protection act.  To cancel an order please email us as soon as possible (within 7 working days) at hello@poppinsandco.com. All dispatched goods must be returned to us at the customers expense. For more detailed information on returns and cancellation policies, please see customer care.


Can I make changes to an order I have already placed?

 

We try our best to help where we can if you would like to make a change to your order. Please contact us as soon as you can at hello@poppinsandco.com to see if we can amend your order. Please note we are unable to amend your order after dispatch notification has been sent.


Do you send order confirmations?

 

All customers should receive an email confirming their order to the email address provided at checkout. If you did not receive your email please check your spam and junk mail folders prior to contacting us.


How long will it take for my greetings card or art print to arrive?

 

All standard paper goods are hand made and dispatched in 1-2 days from our studio in the Peak District UK. Estimated delivery in the UK is 2-3 working days when selecting regular shipping at checkout. Estimated delivery time for international orders is 7-14 working days. Express delivery and tracking is available. Dispatch times custom products are dealt with on a case-by-case basis but we estimate a 2-3 week lead time prior to dispatch on these. See customer care for more information.


How long will it take for my clothing/mug/phone case/cushion/tote bag to arrive?

 

All fabric items, mugs, and phone cases are shipped from Lancashire, UK and are dispatched in 3-5 working days. Estimated delivery in the UK is 2-3 working days when selecting regular shipping at checkout. Estimated delivery time for international orders is 7-14 working days. Express delivery and tracking is available. See customer care for more information.


How will you ship my international order?

 

We ship international orders using Royal Mail International Standard or International Recorded delivery for our regular options to all countries except the US. *For US orders, paper-based goods are shipped using Royal Mail but fabric items, mugs and phone cases are shipped using USPS. We reserve the right to adjust our third-party shipping company as we deem necessary, to deliver the best service to the customer.


Who is responsible for custom fees or duties?

 

Poppins & Co. is not responsible for any customs fees or duties incurred on international shipments and these remain the responsibility of the customer. International Standard is a very affordable international postage option, but delivery times can vary quite drastically depending on your country's postal service. If you require your order in a time sensitive fashion, we recommend opting for the 'Courier' delivery options and to be prepared to pay the extra cost. Even these methods can be subject to unforeseen delays due to customs checks, so we ask you to bear this in mind. If in doubt, get in touch with us and we will try to accommodate your requirements.


What should I do if my order has not arrived?

 

UK orders which have not arrived within 10 working days of placing your order should contact us at hello@poppinsandco.com. International orders which have not arrived after 20 working days of placing your order should contact us at hello@poppinsandco.com. If your item has not arrived but has been marked as dispatched, we ask you to follow the steps below:

  • Check the estimated processing and delivery times given on the product listing and at the checkout ensuring you have taken into account 'working days'.
  • Check with your neighbours incase the order has been left with them.
  • Check with your local post office.
  • Contact us on the above email address quoting your order number.

We kindly ask that you report your lost order to us as soon as possible after the estimated delivery time has lapsed.

Poppins & Co is not responsible for items lost due to errors made when entering an address at checkout, so please ensure your details are accurate. We reserve the right not to refund or reship items lost due to this kind of mistake.

Poppins & Co is not responsible for order consignments once they are marked as 'delivered' by any third-party postage services both domestic and internationally, but will always endeavour to ensure our orders reach our valued customers.

 

I would like to customise an existing product - how do I do this?

 

Please contact us at hello@poppinsandco.com prior to placing your order to discuss any customisation or changes you might like to an existing product. We try out best to accommodate client requests where possible. Customisation on existing products will incur a small charge which is dependent on the changes to be made.


Will I see a proof image before my items are printed and mailed to me?

 

Custom prints and bespoke designs will all receive proof images prior to printing. Customers are require to give approval via return email to allow us to proceed to printing prior to dispatch. Proof images will not be provided for personalised messages added to the inside of greetings cards unless explicitly requested by the customer at checkout.


Can I cancel my personalised order or custom print?

 

Clients placing custom orders will be contacted by a member of the team on receipt of the order. Once the client has confirmed their order and work has begun on the item the order is non-refundable and may not be cancelled.


I have ordered a custom portrait - what happens now?

 

On receipt of your custom order a member of the team will contact you by email. You will be required to submit good quality photographs and further details of the item to be illustrated to the team member within 2 working days in order to allow us to proceed with your custom portrait. Once the client has confirmed their order and work has begun on the item the order is non-refundable and may not be cancelled.  An estimated completion time and aimed dispatch date will be discussed with you at this time. You will be given an opportunity to view proof images on a minimum of 2 occasions during the process of your custom artwork being created. Your feedback will be required on receipt of each image to allow us to move on to the next stage and finally you will need to give approval prior to the final image being printed.


How long does the design process take?

 

The time taken to design a custom piece of work varies depending on the project. A member of the team will be in contact throughout the project in order to give you accurate projections of a completion date and dispatch date of your design.


Who should I contact about a quote or custom project not listed on your website?

 

We are always happy to discuss your ideas for various projects and have previously worked on bespoke wedding stationery suites, bespoke memorial service stationery, interior design space art work, logo and branding design, party invitations and many other projects. To discuss your illustration or hand lettering needs please send us an email to hello@poppinsandco.com or use our contact page.


Can I buy your items wholesale?

 

Our wholesale information will be added to the website shortly - in the meantime please contact us at hello@poppinsandco.com for terms and price lists.


When is the cut off for next-day delivery orders?

 

We offer three possible shipping options which are all 24-hour services as standard for domestic orders, either regular or recorded. Most paper goods are dispatched same-day if the order is placed before 12:00pm, whilst our other products and any customisations have a longer lead-time. Please note that we do not offer guaranteed Saturday delivery, and so if an order is placed on Friday and dispatched the same day, it will likely be delivered on the following Monday. If you have concerns over shipping times please see customer care or get in touch.


I was not home when my order arrived - what should I do?

 

If delivery is attempted when you are not at home your delivery person will leave a calling card and send the parcel to your local delivery office. Please follow instructions on the card in order to arrange redelivery or collection with your local postal service. Poppins & Co. are unable to arrange delivery of your item or liaise with local Post Offices or Delivery Offices regarding calling cards.


How do I make a return/get a refund/exchange an item?

 

Please contact us within 14 days or delivery to discuss a refund, return or exchange. All items must be returned to us within 30 days or delivery and refund of payment will only be made after these items have been received in the condition in which they were sent. Please note that any personalised prints and products can not be returned. 


Will all my items ship together?

 

All paper goods will ship together in one consignment. Phone cases, clothing, enamel mugs, tote bags and cushions will ship separately.