SHIPPING & RETURNS

SHIPPING

Which shipping carriers do you use?

  • Within Hong Kong, Macau, Taiwan and China, we use SF Express with tracking number.
  • For international deliveries, we use EMS that provides accurate tracking. 

Hong long until I receive my order?

  • Orders are shipped within 48 hours Monday - Friday. 
  • Once in transit we suggest you allow 1-2 business days for Hong Kong delivery, and 7-14 for international delivery.

How much is shipping?

Hong Kong / Macau / Taiwan

  • Free delivery upon purchase of 2 items or above
  • All orders will be sent via SF Express

China

  • Standard shipping (1-7 days): ~ $ 8 USD

Australia

  • Standard shipping (7-14 days): ~$ 11USD
  • Express shipping (1-3 days): ~$ 29USD

Canada

  • Standard shipping (7-14 days): ~$ 30USD

France

  • Standard shipping (7-14 days): ~$ 9USD
  • Express shipping (1-3 days): ~$ 34USD

Japan / Korea

  • Standard shipping (7-14 days): ~$ 6USD
  • Express shipping (1-3 days): ~$ 26USD

Singapore / Malaysia / Indonesia / Thailand / Vietnam

  • Standard shipping (7-14 days): ~$ 7USD
  • Express shipping (1-3 days): ~$ 24USD

The United Kingdom

  • Standard shipping (7-14 days): ~$ 12USD
  • Express shipping (1-3 days): ~$ 27USD

The United States

  • Standard shipping (7-14 days): ~$ 14USD
  • Express shipping (1-3 days): ~$ 40USD

Rest of World

  • Standard shipping (7-14 days): ~$ 20USD
  • Express shipping (1-3 days): ~$ 35USD

Please note for international orders, suggested shipping cost is estimated only and may vary at checkout. 

 

Will I have to pay taxes/duties on my order?

  • Customs authorities require that we state the value of the order directly on the package. 
  • VAT, taxes, and/or duties are not included in the shipping fee or the product price.
  • Taxes and/or duties are not within our control because they are levied by the law of the country your order is being shipped to.
  • Depending on delivery location, customs fees and charges may be payable.
  • This is a responsibility of the recipient and will not be covered by POPPY JAMES.
  • Any order refused at delivery for this reason will incur the return shipping fee. 

 

What is the currency?

  • All prices are in Hong Kong Dollars (HKD).
  • We have a price converter on site for selected currencies. However, please note this is to help estimate prices. All orders will be charged in HKD at checkout.

 

Can I add/remove products to my order once processed?

  • Unfortunately, we cannot guarantee any amendments once an order has been processed.
  • Please contact hello@poppyjames.co referencing your order number for any amendment requests/inquiries.  

 

Can I cancel my order?

  • Unfortunately, we cannot guarantee any cancellations once an order has been processed.
  • Please contact hello@poppyjames.co referencing your order number for any cancellation requests/inquiries. 

 

When will I receive tracking?

  • Once your order has been dispatched, you will receive an email notification with the courier tracking details.

 

ONLINE RETURNS

How do I organize a return?

  • If you have received damaged or incomplete goods, please contact us at hello@poppyjames.co within 7 days of receiving your order (based on the delivery date) and provide the following information :

    - Pictures or videos clearly showing the damaged area of the product.
    - Delivery receipt.
    - Order number.
    - Contact information.
    - Product model.

  • Upon receiving the returned goods, we will carefully inspect the product. If any quality issues are identified, we will promptly arrange for a replacement of the same model.

  • To be eligible for a return, your item must meet the following conditions:

    - Proof of product quality issues.
    - Damaged caused by human mishandling is not eligible for return or exchange.
    - The product must be in its original packaging and in undamaged condition.
    - All accessories originally included with the product must be returned with the original packaging.
    - Complete proof of purchase

  • Please note that only one exchange can be processed per order.

  • If your return application is approved, POPPY JAMES will coordinate with a courier service to collect the faulty product and make the necessary arrangements for delivery.

  • If the desired replacement product is out of stock, we will issue a refund based on your payment method.

  • In case of any disputes, POPPY JAMES reserves the right to make the final decision.

     

    What is your returns policy for full priced items?

    • On full priced items, POPPY JAMES is happy to offer you an exchange, online credit, or a refund to your original method of payment.

    • Please note that exchanges are subject to availability at the time we receive your return.

     

    What is your return policy for the Sale items?

    • Our Sale items are all final sale.
    • Please choose carefully as we don't offer a return: refund, credit or exchange for Sale items.

     

    Does POPPY JAMES cover the cost of return shipping?

    • POPPY JAMES does not cover the cost of return shipping.
    • You may choose regular or express shipping methods.
    • We suggest your return is trackable as we can only process returns on items that have been received.

     

    Will POPPY JAMES email me when my return is delivered?

    • POPPY JAMES does not provide received receipt confirmations at this time. 
    • We suggest your return is trackable and you refer to the delivery status of your parcel to see when this is delivered to us.
    • You will receive email confirmation once your return is processed.