Frequently asked questions

When can I expect my order?
To keep our prices as low as possible for you, PoppyWillow ships products directly from the manufacturer or supplier to you. Therefore, delivery may take a little longer than you are used to. It takes approximately 2-3 business days for your order to be successfully processed. The average delivery time is about 6-8 business days within Australia.

The expected delivery time has passed, where is my order?
In most cases, orders are delivered within the expected delivery time. Unfortunately, there may be delays. If you have waited 3 extra days after the original delivery time and still haven't received your order, please send an email to: support@poppywillow.com

What are the shipping costs?
When you order from PoppyWillow, you can always enjoy free shipping.

How can I pay for my order?
PoppyWillow always offers secure payments. We use the most widely used payment provider in Australia:

• PayPal
• Visa
• Mastercard
• American Express

I’m missing some products, how is this possible?
Some orders are shipped in separate packages due to weight restrictions. To ensure product quality, the items you ordered may come from different suppliers. If you order multiple products at the same time, it is possible that the items may not arrive together.

Don't worry, your order is on its way. The rest of the order will usually be delivered within 1 to 3 business days.

What should I do if I receive a damaged shipment?
Unfortunately, it can happen that your order is damaged during delivery. As a customer, there is nothing you can do about it. In this case, please contact our customer service immediately by sending an email to: support@poppywillow.com. It is necessary to take photos of the damage and attach them to your email.

Please do not return the item before sharing photos with us. Without them, we are unable to find an appropriate solution for you. Our customer service will process your message as quickly as possible and work with you to find the best solution.

What happens if you bought the wrong product, it doesn’t fit, or you no longer want the item?
First, contact our customer service. We will find the best solution for you. If we are unable to resolve the issue, you will only need to cover the shipping costs for returning the product to us.

Do you have any other questions?
✉️ - support@poppywillow.com
📱 - +33 756 89 59 22