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For the perfect little things! For the perfect little things!
rFree delivery on all orders over HK$500
Delivery & Returns

DELIVERIES

Deliveries will be made to customers within 2-3 working days after the date of ordering.  All orders placed before midday (Monday to Friday) will be processed that working day.  Orders placed after midday will be processed the following working day.

All orders with a total value HK$500 and over will be delivered free of charge.
All orders with a total value under HK$500 will incur a flat rate shipping fee of HK$70.

Order StatusE
  • Order received – means your order hasn’t been processed yet.
  • Order processing – means your order could be at any point between the warehouse receiving it and despatching your goods.
  • Despatched – means your order has left our warehouse. You’ll receive an email confirming despatch. We use reputable partners to handle our logistics and, depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.
  • Cancelled – means your order has been cancelled either by you or us.
How to Change or Cancel your OrderE

Amending your order
We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. If your order has already been despatched from the warehouse, then you’ll need to return the item following our Returns procedure. Read ‘How to return an item’ for details on how to do so.

If your order hasn’t left the warehouse yet, we may be able to change delivery address details, remove items from your order or cancel it completely. Please contact our Customer Services team for advice at hello@pickedbypoppins.com or call them on +852 2946 7780 (Monday to Friday: 8am to 6pm, Saturday: 8am to 1pm).

Cancelling your order
If your order has already been despatched from the warehouse, you’ll need to return the item following our Returns procedure in the event of any unwanted products. Read ‘How to return an item’ for details on how to do so.

There are some products which we cannot cancel, refund or exchange, including perishable items. Read our Refund policy for the full list.

Missing, Incomplete or Damaged Orders
For damaged products, incomplete orders or despatched orders that don’t arrive within the expected time period, please contact our Customer Services team for advice at hello@pickedbypoppins.com or call them on +852 2946 7780 (Monday to Friday: 8am to 6pm, Saturday: 8am to 1pm).

Purchase History
Your past online orders will be displayed if you signed in to checkout before completing your purchase.

If you’d like to record your order history it’s important to login to the checkout stage when completing a transaction, even if you logged into your main account earlier.

Your Picked by Poppins AccountE

How can I change my email, home address, password or payment details?
If you would like to update any account details, log into your account through www.pickedbypoppins.com. Go to your profile where there are options to update your contact details, address or to edit your password.

I’ve forgotten my password
Simply enter the email address you registered with in our ‘forgotten password’ form, going through the ‘Sign In’ or Create an Account’ links at the top of the page. We’ll send you an email containing instructions on how to reset your password. Do ensure you check your spam/junk folder as occasionally our email may end up there.

How do I opt out of marketing emails?
You can opt out of Marketing by going to Newsletter Subscriptions in your Picked by Poppins account.

 

RETURNS

Returns & Refunds PolicyE

If you’re unhappy with your purchase, please let us know within 14 days of receiving the goods by contacting our Customer Service team at hello@pickedbypoppins.com or call them on +852 2946 7780 (Monday to Friday: 8am to 6pm, Saturday: 8am to 1pm).

Returns will only be accepted by Picked by Poppins if we are notified within 14 days of delivery, the product is in its original packaging, undamaged and unopened.  It’s important that any unwanted item, unless faulty, is returned in a resaleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that it’s undamaged and unused. A copy of your order confirmation must be included with the returned items.

If the product is faulty, damaged or incorrect products are received by the customer, a refund will be given in full (minus any shipping costs paid by the customer) after we have safely received and inspected the goods.

The cost of returning the goods to us is solely borne by the customer and we accept no liability for goods not received so recommend a tracking service to return items to us.

Any refunds will be processed via PayPal within 14 days of receipt of the returned goods by Picked by Poppins.

Any Poppins Points that were credited to a member’s account for items purchased will be deducted from the member’s account should the product be returned to Picked by Poppins.

Product defects after 14 days of receipt by the customer should be taken up with the product’s manufacturer directly.

Are there any Products that can’t be Returned?E

We can’t offer refunds or exchanges, unless faulty or not as described, on perishable goods such as foods.

If the product has been opened and/or damaged, or is not in its original packaging then a refund will also not be given.

Exchanging a ProductE

Simply return the unwanted item following our returns procedure and place a new order online for the product you’d like. It may take up to 14 days for the refund for your original product to be processed, from the date you send it back to us.

How long do I have to exchange a product?
In line with our returns policy, you have up to 14 days to exchange a product.

Are there any products that can’t be exchanged?
In line with our refund policy above, we can’t offer exchanges (unless faulty or not as described) on perishable goods.

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