SHIPPING & RETURNS

SHIPPING

Which shipping carriers do you use?

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

How much is shipping?

Hong Kong / Macau

  • Standard Shipping: $30 HKD
  • Estimated Delivery: 2-3 business days after processing

Singapore

  • Standard shipping: $10 SGD
  • Estimated Delivery: 7-14 business days after processing

 

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?

Prices are automatically shown in the local currency based on the country you are in.

  • In Hong Kong & Macau, you'll see prices in HKD.
  • In Singapore, you'll see prices in SGD.

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

At POPPY JAMES, we take great care in crafting and curating our products. To ensure the highest quality, all sales are final. We do not accept returns, exchanges, or provide refunds for change of mind, incorrect size selection, or any reason other than genuine faults as outlined below.

EXCEPTION FOR FAULTY OR DAMAGED ITEMS
If you have received an item that is faulty, damaged, or incorrect due to an error on our part, please contact us immediately.

How to Report a Faulty or Damaged Item:

  • Please contact us at hello@poppyjames.co within 7 days of receiving your order (based on the delivery date) and provide the following information:

    - Your order number.
    - Product model.
    - Clear photos or a video clearly showing the damage or fault.
    - A description of the issue.
  • 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.

 

Conditions for Eligibility:

  • The issue must be a result of a manufacturing fault or damage that occurred prior to delivery.
  • Damage caused by mishandling, wear and tear, or after delivery is not covered.
  • The product must be in its original packaging with all tags and accessories included.
  • We reserve the right to inspect all returned items to verify the issue.

 

Process for Approved Claims:

If your claim is approved, POPPY JAMES will coordinate with a courier service to collect the faulty product from you at no cost. We will then arrange for the delivery of your replacement.

  • This policy applies to both full-priced and sale items.
  • Only one exchange can be processed per faulty item.
  • In case of any disputes, POPPY JAMES reserves the right to make the final decision.