Return and refund policy

I Received the Wrong Item:

In the unlikely event that you receive the wrong item, please contact our support team immediately and provide the following information:
Return Conditions
Email for Returns: support@poppywillow.com

If you are not satisfied with your purchase, you may return the purchased items within 30 days of delivery in their original condition (please provide the tracking number). Once we receive the item, the purchase amount will be refunded. All returns must be registered through our customer service team.

Please Note: Due to hygiene regulations, bikinis and underwear cannot be returned.

Contact Email: support@poppywillow.com

I Received a Faulty Item:

If you received a faulty item, please contact our support team immediately with the following details:

  • Your order number
  • The item that is damaged
  • A description of the issue
  • Photographic evidence

If your package was damaged during delivery, please take a photo and send it directly to our customer service team.

Important: Claims for damaged packages must be submitted within 7 days of the delivery date. Without proof of damage verified by a member of our support team, we cannot issue a refund, credit, or replacement.

Wrong Item Received:

In the unlikely event that you receive the wrong item, please contact our support team immediately and provide the following details:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received
  • A photo of the item you received

Exchange: Unfortunately, we do not offer direct exchanges. If you wish, you may return the product and place a new order for the correct item.

For Faulty Products: If the product is faulty, damaged during transport, or otherwise defective, return shipping costs will not be charged.

If I Want to Return Items: If the customer has purchased the wrong product, it doesn’t fit, or they no longer want it, the customer is responsible for the actual return shipping costs and providing the return shipping receipt.

Return Address:
2nd Floor, Building 9, No. 887 Changchun West Rd.
China (Zhejiang) Pilot Free Trade Zone, Jindong District, Jinhua, Zhejiang

Customer Support: Please don’t hesitate to reach out to our customer support team at any time: support@poppywillow.com

Cancellation Policy:

If you wish to cancel your order, you must notify us within 24 hours. After this period, we reserve the right to decline the cancellation if your order is already being processed. In such cases, please wait for the order to arrive. Thank you for your understanding.

Customer Support: Feel free to contact us at any time: support@poppywillow.com