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?
- Our Full Priced items are all final sale.
- Please choose carefully as we don't offer a return, refund, credit or exchange for Full Priced items.
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.