Refund policy

Updated: September 2026

We want you to be happy with your order. This policy explains how to cancel, return or replace an item, and sets out your legal rights. Nothing here reduces those rights.

Some items are made to order, so there may be a few days between ordering and despatch. If you'd like to cancel in that window, email hi@poppily.co.uk and we'll cancel your order and refund you in full.

You have 14 days from the day your order arrives to tell us you'd like to return it. Email hi@poppily.co.uk within those 14 days and we'll reply with the returns address and instructions. You don't need to give a reason.

Once you've told us, you have a further 14 days to send the item back.

Please return items in their original packaging where possible, as it's designed to protect them in transit. Return postage is at your own cost, and we recommend using a tracked service, as items remain your responsibility until they reach us.

You're welcome to unpack an item and inspect it, as you would in a shop. If an item is returned showing signs of use or handling beyond that, we may reduce your refund to reflect its condition.

If you're slightly outside the 14 days, please still get in touch. We'll do what we can.

We'll refund you within 14 days of receiving the returned item, using the payment method you paid with.

Delivery is free on all orders, so there is no delivery charge to deduct. You'll be refunded the full amount you paid for any item you return.

Once processed, refunds can take a further 5 to 10 working days to appear on your statement, depending on your bank.

If an item arrives damaged, email hi@poppily.co.uk with a photograph of the damage, and keep the packaging until we've been in touch.

We'll put it right. Depending on the damage, that will usually mean sending a replacement part, or replacing the item in full. We cover any postage costs involved.

Please tell us as soon as you reasonably can, ideally within 72 hours of delivery, as this helps us claim with the courier. This is a request rather than a condition, and your legal rights in respect of damaged or faulty goods are not affected by how quickly you contact us. Within 30 days of delivery you may request a refund instead.

All orders are sent on a Royal Mail tracked service. If your tracking hasn't updated, or your order hasn't arrived when expected, email hi@poppily.co.uk. We'll investigate with Royal Mail and, if your order can't be located, we'll send a replacement or refund you in full, whichever you prefer.

If you think an item is faulty, email hi@poppily.co.uk with a photograph and a description of the problem.

Within 30 days of delivery you can request a full refund. After 30 days, we'll repair or replace the item; if a repair or replacement isn't successful, you can then request a refund or a price reduction. These are your rights under the Consumer Rights Act 2015.

If an item gets damaged after delivery, we may still be able to help. Email a photograph to hi@poppily.co.uk and we'll let you know whether a repair is possible and what it would cost. As our items are made in our own studio, we can often replace an individual component rather than the whole item.

Items made to your own specification, such as a commission or a one-off made to your brief, cannot be returned or exchanged if you change your mind. This is standard for bespoke goods under UK consumer law, and we'll confirm the design with you before starting work.

Your rights in respect of faulty items, or items that are not as described, apply to commissions in full.

Selecting from the options shown on a product page, such as a colourway or a size, is not a commission. All standard items can be returned under the change of mind section above, including items made to order.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

The 14-day cancellation right set out above is provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and is in addition to your rights under the Consumer Rights Act. Nothing in this policy affects your statutory rights.

We deliver to the UK and Channel Islands as standard, and to other countries by arrangement. If you're returning an item from outside the UK, return postage and any duties or charges are at your own cost. Please mark the parcel clearly as returned goods.

Email hi@poppily.co.uk for anything relating to a return, a replacement or a refund.

Please contact us before sending anything back, so we can provide the correct returns address and make sure your return is expected. Returns sent without notice may be delayed.

Poppily is a trading name of Creative Crowd Solutions Ltd, registered at 26 Evelyn Avenue, Intake, Doncaster, DN2 6LN.