Frequently Asked Questions (FAQ)
1. When will my order arrive? Our delivery times to Australia are as follows:
- Processing time: 1–3 business days (order confirmation, quality control, packaging)
- Shipping time: 3–8 business days from our fulfillment center in Hong Kong
- Total delivery time: 4–11 business days
Orders placed before 10:00 PM are processed the next business day.
2. Do you offer free shipping? Yes, we offer free standard shipping on all orders to Australia with no minimum purchase required.
3. Can I cancel my order? Yes, you can cancel your order within 24 hours of placing it by sending us an email to support@poppywillow.com. Orders that have already been packed cannot be cancelled but can be returned.
4. How do I track my order? After we ship your order, we'll email you a confirmation with a tracking number. You can track your package using our Order Tracking page or directly with the shipping carrier.
5. What are the return conditions?
- Return period: 30 days from receipt of your order
- Condition: Items must be unworn, unused, with original tags and packaging
- Return costs: Customer pays return shipping for change of mind (we pay for defective/wrong items)
- Refund time: Within 10 days of receiving your returned item
- How to return: Contact us first at support@poppywillow.com for return instructions
6. Will I pay customs duties or taxes? As we ship from Hong Kong to Australia, you may be responsible for customs duties and import taxes. These costs are not covered by Poppy Willow.
7. What payment methods do you accept? We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay as payment methods.
8. How do I contact customer service? Email us, call us, or fill out our contact form. We're available:
- Monday to Friday: 08:00 - 20:00
- Saturday & Sunday: 12:00 - 18:00
Email: support@poppywillow.com
Phone: +33756904439
9. Do you offer exchanges? Yes, we accept exchanges following the same process as returns. Contact us at support@poppywillow.com with your order number and preferred replacement item.
10. What currency do you use? All prices are displayed and processed in Australian Dollars (AUD) for our Australian customers.
11. How long does customer service take to respond? We typically respond to all inquiries within 24 hours during our business hours.
Contact us
Have more questions?
Please email or call us if you have any questions or comments about the above policies, our website, or our products.
Store name: Poppy Willow
Company name: DressCodeDynamic Limited
Company number: 77147033
Address: 50 Stanley street, Hong Kong, 999077, Hong Kong
Email: support@poppywillow.com
Phone Number: +33756904439
Or contact us through our contact form, which you can find here.