Refund policy

Poppekins Online Returns & Refunds Policy

Last updated: October 30th 2025

We hope you love your new items from Poppekins, but if something isn’t quite right, don’t worry — you have rights under UK law and we’ll do our best to make things right quickly and fairly.

Your Right to Cancel (Change of Mind)

If you’ve bought from us online, you have the right to cancel your order within 14 days of receiving your items.
You don’t need to give a reason — just let us know you’d like to return the item(s) for a refund.

To start a return, please email carla@poppekins.com with:

Your order number
The item(s) you’d like to return

We’ll confirm your return and give you the return address.

Please note:

You must let us know within 14 days of receiving your order that you’d like to return it.
You then have another 14 days to post the item(s) back to us.
You’re responsible for return postage costs unless the item is faulty or we made an error.

Condition of Returns

Returned items must be:

Unused and in their original packaging, and
In a resalable condition.

We can’t accept returns of:

Custom, personalised, or made-to-order items

Faulty, Damaged or Incorrect Items

If something arrives faulty, damaged, or not as described, please contact us within 48 hours of delivery at carla@poppekins.com, including:

Your order number
A brief description of the issue
Clear photos showing the problem

We’ll arrange a replacement or full refund (including return postage).
Under the Consumer Rights Act 2015, you’re entitled to a refund if your item is faulty within 30 days of receiving it.

Refunds

Once we’ve received and checked your return, we’ll process your refund within 5–10 working days to your original payment method.
We’ll email you once your refund has been issued.

Please note: original delivery costs are only refunded if the entire order is returned or if the item was faulty.

How to Return an Item

Email carla@poppekins.com to let us know you’d like to return something.
We’ll confirm the return address and instructions.
Pack your items securely — we recommend using tracked delivery, as we can’t be responsible for parcels lost in transit.

Our Contact Details

Poppekins
26 Edith Road, Faversham ME13 8SD

carla@poppekins.com