Policies and frequently asked questions
When Will You Post My Order Out?
Usually we aim to post out all orders out within 1-2 working days.
For our ‘ready to ship’ pieces, we mostly post out the same or next working day.
For our personalised and handstamped pieces, we can often post these out the next working day and certainly within 2 business days.
If there is a delay in posting out your order for any reason whatsoever, we will contact you and let you know straightaway.
We will never mark your order as shipped until it is has physically been taken to the Post Office and sent.
Estimated shipping times
Customs and import taxes
Can I Combine Postage?
Yes, of course.
Our shop is set up in such a way that you will pay a flat rate of postage regardless of how many items you purchase…..ie you will only be charged shipping on one item in your basket, regardless of where in the world you live.
I need my order ASAP!
We post all our orders out the next day, or sometimes even the same day if we receive the order by noon.
If you live in the UK you can select ‘Guaranteed Next Day Delivery’ (for next working day, this excludes Saturdays) at the checkout. We can guarantee your parcel will be sent that day for Next Day Delivery ONLY if you select this option and place your order before midday. We are sometimes able to do an ’emergency’ trip to the Post Office for next day delivery later in the day, but we cannot always promise this. If you need your parcel the next day and it is after midday, then please drop us a quick convo to double check we are able to make and process your order and get it to the Post Office that day.
Uncollected Orders/Parcels Returned to Us.
On occasion we receive parcels returned to us as the address has been incomplete; refused or is incorrect. In the event of parcels being returned to us for any of these reasons we will contact you immediately on receipt to let you know.
We can resend the parcel, but you will need to pay for shipping again unless the wrongly addressed parcel was our fault – it is the customer’s responsibility to ensure the address given is correct when placing the order.
Parcels Not Collected From Post Office :
We are happy to refund the cost of the items in the parcel but not the original shipping fee if the parcel is returned simply because it has not been collected from the Post Office by the recipient.
Where’s My Tracking Number ?
We are based in the United Kingdom and use Royal Mail to send all our parcels.
Tracking is not issued as standard here in the UK, if you would like tracking it is a premium service and you must purchase it on top of standard posting. You are able to purchase tracked shipping on the individual listing.
We accept returns for any reason (except for pierced earrings and personalised pieces).
Please let us know within 14 days of receiving your order if you would like to return it. The buyer responsible for return shipping costs.
We will issue you a full refund (excluding return postage) on receipt of the items.
You do not have to return the items in their original packaging but they must be in a resellable/unused condition.
**Custom and personalised orders
We cannot accept returns on custom or personalised orders unless faulty on arrival. Please let us know immediately on arrival if this is the case.
Unhappy With My Order?
If you are unhappy with your order for any reason at all, please do contact us and we will get back to you ASAP to work with you. Customer Service is very important to us and we want all our customers to be happy with their jewellery.
We aim to answer all convos and messages ASAP (and always within 24 hours) but due to time differences around the world, we are sometimes unable to respond straightaway…..rest assured though, we promise to get back to you ASAP.
I Need to Cancel My Order!
No problem, we understand that sometimes things change and we want all our customers to be happy.
For our ‘ready to ship’ pieces, you can cancel your order at any time before the order is marked as ‘shipped’. Once the order has been posted, obviously we cannot cancel…but you are welcome to return the parcel, unused/unworn for a full refund once you receive it.
For our personalised/handstamped pieces – usually we like to start work on these the same day we receive the order. If we have started work on your piece then often we are unable to cancel the order. Please do contact us though as often we can come to some agreement.
We want you to be happy with your Poppy Kitten Designs order.
OTHER FAQs & ADVICE :
Our items are fashion jewellery and will last longer if cared for correctly. Here are a few tips :
1) Do not wear your jewellery whilst showering, swimming, applying body lotion and perfume. It should be the last thing you put on and the first thing you take off.
2) Store ‘like’ type metals together e.g. rose gold plated with other rose gold plated pieces.
3) wipe gently with a clean cloth after wearing.