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CUSTOMER CARE

We strive to provide superior quality products and excellence in customer service to each and all of our valued customers. You are part of the Poppins & Co family and it is our utmost priority to build ever-lasting relationships with every one of you. If you have any suggestions on ways to improve our service, please reach out and say hello by emailing the address below or filling out the contact form here.

hello@poppinsandco.com


 

Returns and Exchanges

We happily accept returns and exchanges. To qualify for returns, you must:

  • Contact us within 14 days of delivery
  • Send items back within 30 days of delivery

    We do accept cancellations, but please contact us as soon as possible upon placing your order so we can stop the production process. You can do this by following the link at the bottom of your order confirmation email, by emailing the address above, or by using our contact form.

    The following items cannot be returned or exchanged unless they arrive damaged or defective:

    • Custom or personalised orders
    • Perishable products (like food or flowers)
    • Digital downloads
    • Intimate items (for health/hygiene reasons)

    Condition of return

    Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.


    Return of Payment

    Payment will be refunded upon receipt of returned goods, and will usually be refunded immediately. In some circumstances refunds can be subject to delays of up to 10 working days due to varying processing times between payment providers.

    If you have any queries about our returns policy, please get in touch.

     

    Shipping Policies

    Processing Times

    All of our products have a processing time which is detailed on each product listing. This is the time taken to create each product prior to dispatch. This is usually 1-2 working days for all paper-based products and 3-5 working days for our other products with the exception of custom products which are dealt with on a case-by-case basis but which we estimate a 2-3 week lead time prior to dispatch. All of our products are carefully made to order to keep our environmental impact as low as possible. Please take this into account when awaiting delivery of your order. If you have any concerns at all, we would love to hear from you and encourage you to reach out using the contact details listed at the top of this page.


    Shipping and Fulfillment

    Poppins & Co. currently ships all UK orders with Royal Mail for regular or recorded delivery options, and either DPD or Parcelforce for courier delivery options. All paper-based products ship from our studio in Derbyshire, UK. All fabric items, mugs, and phone cases are shipped from Lancashire, UK.


    International Orders

    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. 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 Parcelforce expedited 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. Items considered lost in the post will be replaced free of charge, although discretion as to length of time required to determine the items as 'lost' remains with Poppins & Co. If you have any queries regarding your order, please do not hesitate to get in touch using the contact details listed at the top of this page.


    Custom Order Processing

    Processing times for all items with customisation will vary depending on the nature of the product. This will usually be discussed when requesting your customisation, but our guidelines are to assume a 1 to 2 week processing time prior to dispatch. If your custom order is time sensitive, please get in touch prior to making your order, and we can advise if we are able to meet your requirements.


    Lost Orders

    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.

    Occasionally, items do get lost in the post and in this circumstance, we will replace or refund the order as requested.

    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.

    If you should have any queries, we encourage you to get in contact using the email address at the top of this page.

    Privacy Policy

    This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from poppinsandco.com (the “Site”).


    Personal Information We Collect

    When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

    We collect Device Information using the following technologies:
    - “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
    - “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
    - “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

    Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information, email address, and phone number. We refer to this information as “Order Information”.

    When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.


    Using Your Personal Information

    We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
    - Communicate with you;
    - Screen our orders for potential risk or fraud; and
    - When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

    We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).


    Sharing Your Personal Information

    We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: http://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here. You can also opt-out of Google Analytics here.

    Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.


    Behavioural Advertising

    As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page here.

    You can opt out of targeted advertising by using the links below:

    Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal here.


    Do Not Track

    Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.


    Your Rights & GDPR Compliance

    If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below or by emailing privacy [at] poppinsandco.com.

    Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.


    Data Retention

    When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.


    Changes

    We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.


    Minors

    The Site is not intended for individuals under the age of 12.


    Contact Us

    For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at hello [at] poppinsandco.com or by mail using the details provided below:

    Poppins & Co.
    [Re: Privacy Compliance Officer]
    The Stalls, Moreton Farm Barns, Moreton Lane, Draycott In The Clay, Ashbourne GB DE6 5BZ