Frequently Asked Questions
How long will it take for my order to arrive?
All our products are hand made and dispatched in 1-2 days from our studio in the Peak District UK, unless otherwise stated. Estimated delivery in the UK is 1-2 working days when selecting 1st Class of Royal Mail 24 at checkout. 2nd Class or Royal Mail 48 is supposed to be 2-3 working days, but we've found it can be more like 5 working days at busier times of the year. There will be strike action taking place throughout December that will impact on delivery times. Please bare this in mind and place your orders as early as possible. Estimated delivery time for international orders is 7-14 working days. See customer care for more information.
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, and in most cases will refund, or re-deliver lost items.
Where is my tracking information?
If your consignment is tracked, your tracking details will be in your dispatch notification sent to the email address you provided at the checkout. We use delivery confirmation tracking on all orders larger than a single small card, and full-tracking on international orders. We do not provide tracked services on single small card orders because it is simply not cost effective for you the customer, or for us running a small business. Royal Mail has a 98% delivery success rate, and you can be sure that we will always ensure that your order gets to you, and you are never out of pocket because of a missing order.
How do I cancel my order?
To cancel an order please email us as soon as possible at hello@poppinsandco.com quoting your order number where possible. 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 and we'll amend your order as long as it hasn't been dispatched. Please note we are unable to amend your order after dispatch notification has been sent.
I have not received an order confirmation, what should I do?
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 here.
What are your operating hours?
Our operating hours for customer services are 9am-5pm GMT Monday - Friday. We aim to respond to all enquiries within 48 hours and usually we respond in the mornings and the early evenings. We are closed for Bank Holidays, and for the Christmas holidays from 21st December 2022 until 26th December 2022. We will also be closed on New Years Day. Our orders are made by us, to order, and so all orders received in this time will be processed on our return, in the order of order placed, and taking into consideration the processing times outlined on the product listing at the time of order. Please get in touch if you wish to enquire about an order and we'll be happy to help!
What payment methods do you accept?
Payments accepted are Visa, MasterCard, American Express, Maestro, Shopify Pay, Apple Pay, Google Pay, Paypal and Amazon Pay, as well as finance options through Klarna.
We ship international orders using Royal Mail International Standard or International Recorded delivery for small items, and UPS for larger items. 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.
Will I see a proof image before my personalised items are printed and mailed to me?
With the exception of wedding stationery, you will not be sent a proof of customised products unless you specifically ask us for it via email or contact form, or by checking the box on the product page (when applicable). If you require a proof for a customised product and you have already placed your order, please get in touch as soon as is convenient quoting your order number.
Can I cancel a custom or personalised order?
Once work has begun on the item the order is non-refundable and may not be cancelled, but it as always worth contacting us if you wish to cancel an order and haven't yet received a dispatch notification.
Can I buy your items wholesale?
Yes, we provide a selection of our items, and almost all of our greeting card designs to many businesses around the world. Please click here to see our wholesale catalogue.
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. Please check tracking details if provided in your dispatch notification and get in touch should you have any questions, we'll be happy to help!
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 of 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?
Almost always, the items in your order will be shipped together. If a package arrives and appears to have items missing, please get in touch with us here. If your consignment has been split, it will say clearly on the parcel itself e.g. 1 of 2, 2 of 2 etc.
