Frequently Asked Questions

Welcome to the Poppy Willow FAQ page! We’ve gathered answers to the most common questions our customers ask. If you can’t find the answer to your question here, feel free to reach out to our friendly customer support team.

1. Where do you ship?

We only ship within Australia at this time. Unfortunately, we do not offer international shipping.

2. How much does shipping cost?

We offer FREE SHIPPING on all orders within Australia! There are no additional charges for shipping.

3. How long will it take for my order to arrive?

  • Processing Time: We process all orders within 2-3 business days.
  • Shipping Time: Once dispatched, delivery usually takes 6-8 business days.
  • Total Delivery Time: The total time from when you place your order to when it arrives is typically between 8-11 business days.

Please note that delivery times may vary depending on the destination and external factors such as weather or busy periods like holidays.

4. What is your order cut-off time?

Our order cut-off time is 6:00 PM each day. Orders placed after this time will be processed the next business day.

5. Can I track my order?

Yes! Once your order has been shipped, you’ll receive a shipping confirmation email with a tracking number (if applicable). You can use the tracking number to check the status of your order.

6. Can I change or cancel my order after placing it?

Unfortunately, we are unable to modify or cancel orders once they’ve been processed. If you wish to change or cancel your order, please contact us as soon as possible, and we’ll do our best to assist you before it’s dispatched.

7. What if I received a wrong or damaged item?

If you receive a wrong or damaged item, please contact us immediately at support@poppywillow.com. Please provide your order number and photos of the item(s) received, and we will assist you in resolving the issue as quickly as possible.

8. Do you offer exchanges?

At this time, we do not offer direct exchanges. If you’d like to exchange an item, we recommend returning the original item and placing a new order for the correct one.

9. What is your return policy?

We accept returns within 30 days of receiving your order. For more details on how to return an item, please visit our Return & Refund Policy page.

Please note:

  • Return Shipping Costs: If you ordered the wrong item or changed your mind, the return shipping costs will be covered by the customer.
  • If the item is faulty or damaged, we will cover the return shipping cost.

10. How do I initiate a return or refund?

To initiate a return or request a refund, please contact us at support@poppywillow.com within 30 days of receiving your order. Be sure to include your order number and the reason for your return. We’ll guide you through the next steps!

11. Do you offer gift cards?

At this time, we do not offer gift cards. However, keep an eye on our website for future updates!

12. How can I contact customer support?

If you have any questions or need assistance, we’re happy to help! You can contact us:

Business Hours:

  • Monday - Friday: 08:00 AM - 06:00 PM
  • Saturday - Sunday: 10:00 AM - 04:00 PM

If you need further assistance or can’t find what you’re looking for, don’t hesitate to contact us. We’re here to help!