Return & Refund Policy

Thank you for shopping at Poppy Willow! We strive to provide high-quality clothing and excellent customer service. If you're not completely satisfied with your purchase, we're here to help!

Returns

We accept returns within 30 days of your purchase date. If you would like to return an item, please follow the steps below:

  1. Eligibility: The item must be unused, unworn, and in the same condition as you received it.
  2. Return Request: To initiate a return, please contact us at support@poppywillow.com or call us at +61 485 906 541 within 30 days of receiving your order. Please include your order number and the item(s) you'd like to return.
  3. Return Shipping Costs: Please note that return shipping costs will be covered by the customer if the wrong item was ordered or if the customer simply changed their mind. If the return is due to a faulty or damaged item, we will cover the return shipping costs.
  4. Processing: Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

Refunds

If your return is approved, we will process your refund. Please note the following:

  1. Refund Method: Refunds will be issued to the original payment method used for the purchase.
  2. Processing Time: Once the refund is processed, it may take 7 business days for the amount to be reflected on your account, depending on your bank or credit card provider.
  3. Non-refundable Items: Items marked as "Final Sale" or that show visible signs of use, wear, or damage cannot be refunded. This includes items that have been worn, washed, or altered.

Exchanges

At this time, we do not offer direct exchanges. If you would like to exchange an item, please return the original item and place a new order for the correct one.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us immediately at support@poppywillow.com with your order number and clear photos of the issue. We will guide you through the return or replacement process and cover the cost of return shipping.

Shipping

  • Shipping Method: All orders are shipped via Free Shipping.
  • Shipping Time: Orders are processed within 2-3 business days, with transit taking 6-8 business days. The total delivery time is typically between 8-11 business days from the date of purchase.
  • Shipping Cost: We offer free shipping within Australia.
  • Order Cut-Off Time: Please note that our order cut-off time is 6:00 PM daily. Orders placed after this time will be processed the following business day.

Contact Us

If you have any questions or concerns about your return or refund, feel free to contact us:

  • Email: support@poppywillow.com
  • Phone: +61 485 906 541
  • Business Hours:
    Monday - Friday: 08:00 AM - 06:00 PM
    Saturday - Sunday: 10:00 AM - 04:00 PM
  • Address: 114 Cambridge St, West Leederville WA 6007, Australia

We appreciate your business and aim to ensure your shopping experience with Poppy Willow is a pleasant one!