Shipping & Returns

SHIPPING POLICY

Delivery methods and charges

The delivery dates and charges depend on the type of delivery. You can choose between home delivery or collection from our base in Hall Green, Birmingham. B28 8NU. Should you chose collection we will contact you to arrange a suitable 30 minute slot for you to collect. Upon collection you will need to ensure that you have your unique collection code or proof of identity. We may not be able to assist with collection outside this agreed time slot, should there be any issues you will need to contact us asap to rearrange a suitable time. 

Typical Delivery Charges:

* Please note that delivery estimations are in addition to the product lead times. This is the time required for manufacture of your product as all products are bespoke and made upon order. These times can be found within the description banner for each item. 

 

I still have not received my order

If your purchase has not arrived by the delivery date, check your e-mail as it is likely that you have received an e-mail informing you that the order has been dispatched.

If you have selected home delivery, you can query the status of your order at any time by contacting us. We will aim to respond as quickly as possible. Please bear in mind that during sale periods and promotions, delivery dates may be longer.

Collection Mon-Fri after 6pm

 

Free

Lead time+

0 working days

Collection Sat& Sun 8am-8pm

 

Free

Lead time+

0 working days

1st class Signed for Delivery

 

£4.95

Lead time +2-3working days

2nd Class Signed for Delivery

 

£2.95

Lead time +3-5 working days

Collection Mon-Fri after 6pm

 

Free

Lead time+

0 working days

Collection Sat& Sun 8am-8pm

 

Free

Lead time+

0 working days

Return & Exchange Policy

 

This does not affect your statutory rights as a consumer. We wish to be as fair and generous as it is possible to be, within some limits established to protect ourselves against online fraud or unscrupulous characters.

Returns of Personalised Gifts

Due to the personalised nature of these items, we are only able to accept returns or offer refunds if items are damaged or faulty.

Damaged goods - please inform us within 14 days

Please contact us by our contact page or via email within 14 days of receipt of your order.

Failure to report a damaged item within 14 days could invalidate your right to any refund or replacement.

We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label or postage paid available upon request.

Incorrect or missing goods - please inform us within 14 days

Please contact us by phone or email within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days could invalidate your right to any refund or replacement.

If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

Goods not as described - please inform us within 14 days

Please contact us by phone or email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement.

We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the unwanted goods to us, you can do so at our expense with a prepaid returns label or paid postage available upon request. We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

Faulty goods - please inform us within 90 days

If your item is faulty or develops a fault soon after purchase, please contact us by our contract page or email as soon as you notice the fault, and no later than 90 days after receipt of your goods. 

We will need you to explain clearly which item or items are faulty and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label available upon request.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

customer error

Incorrect details - please inform us immediately

If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or our contacts page to minimize any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.

However we seek to process all orders in the shortest possible timeframe so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and redeliveries.

Returning Goods

If you wish to return goods to us, or if you are asked to do so by our customer service team, you may use a prepaid returns label or arrange for paid postage. We reserve the right to deduct the cost of return delivery from any refund issued for returned goods.When you return goods to us, please enclose information pertaining to the return. The information we need is:

  1. Your name 

  2. Written confirmation of what items you have returned

  3. Written confirmation of the reason for your return

  4. Written request for either refund or replacement as appropriate.

  5. Please also tell us whether or not you have already contacted our customer service team regarding this return.

If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund.

Proof of breakages

PoppyRose Designs reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.

© 2023 by Kirsty Hughes of PoppyRose Designs

PoppyRoseDesigns@outlook.com

England, United Kingdom.

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