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For the perfect little things! For the perfect little things!
rFree delivery on all orders over HK$500
Frequently Asked Questions

Below are list of commonly asked questions.

If you don’t find the answer you are looking for please feel free to contact Picked by Poppins and we will endeavour to get back to you with two working days.

When will my order arrive?E

We endeavour to ship to all of our customers within 2-3 working days of their order being placed. You can check the status of your order by using the tracking number provided in your order confirmation email.

See our Delivery & Returns page for more information.

I’m missing an item from my order, what do I do?E

Please check the Packing Slip from each delivery you receive to ensure you’re not missing anything.

If an item is missing from your order, please contact our Customer Service department at hello@pickedbypoppins.com with your order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

Why has an item from my order been cancelled?E

On rare occasions, we may not be able to fulfil item(s) in your order. If this is the case, the unfulfilled item(s) will be fully refunded to you. Please allow 14 days for the funds to arrive in your account.

Can I cancel or make changes to my order?E

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 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).

If your order has already been despatched, you’ll need to wait until you’ve received your order to take advantage of our Returns Policy. Please read our Delivery & Returns page for full details.

How do I return or exchange an item?E

We gladly accept an exchange of an item within 14 business days of purchase. The item must be in the original condition, not used, in its original packaging, including tags. Customers will be responsible for shipping and handling charges and must include a copy of your order confirmation in the package.

If the package does not reach us safely we will not be able to complete the exchange so you may want to send it registered or with Speed Post.

See our Delivery & Returns page for more information.

I’ve forgotten my online password. How do I reset it?E

For security reasons, you only have three attempts to log in to your online account.

If you’ve forgotten your password, select the login icon on the homepage and select ‘forgotten password’, enter your email address and click ‘Submit’.

You’ll then receive an email with a temporary password and instructions on how to reset your password.

Do I need to register an account to make a purchase?E

No you don’t. You can make a purchase as a ‘guest’ user and we won’t create an account for you.

However we’ve designed our site to give registered customers a faster, simpler checkout process by remembering their details, as well as a bunch of other features such as full order history and order tracking, address book, Poppins Points account storage – so sign up and enjoy the benefits, all you need to do is choose a password!

What forms of payment does Picked by Poppins accept?E

Payment can be made using your Picked by Poppins Gift Cards, Poppins Points and via PayPal either by using your PayPal account or by entering your credit and debit card details into PayPal if you don’t have a PayPal account. PayPal accepts MasterCard, Visa, American Express, Union Pay amongst others.

How will I know if my payment has been successful?E

Upon successful completion of an order you will see a screen confirming your order, which notes all the details of your order. You will also receive an email to your nominated email account summarising the details of your order. This email will be titled Order Confirmation.

Is it secure to enter my credit card details?E

Your information and online credit card transactions are transmitted through a secure server using Secure Socket Layering (SSL), encryption technology. You can identify this by looking at the URL address “https,” the “s” indicated you are in a secure area employing SSL. Your browser may also give you a message or icon that you are in a secure area.

Do I receive Poppins Points on my order?E

Only Picked by Poppins members will receive shopping credits in accordance with the Picked by Poppins Terms & Conditions if they have logged into their account as part of the checkout process.

Purchases made by Guest Checkout will not receive Poppins Points.

To benefit from Poppins Points, register for an account with us sand start collecting today!

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