WHO CAN I ASK FOR HELP WITH MY ORDER?
Our friendly customer service team at email@example.com are happy to help with any questions or queries you may have. Please allow up to 48 business hours for us to get back to you, we are located in Western Australia and keep an eye on our emails during normal office hours Monday-Friday 9am-5pm AWST.
WHERE IS MY ORDER CONFIRMATION EMAIL?
If you can’t see your order confirmation email in your inbox don’t stress! It is most likely sitting in your junk / spam folder.
If you still cannot find the email, there might’ve been a typo at the checkout with your email address. Reach out to our customer service at firstname.lastname@example.org and we will investigate further.
I ENTERED MY SHIPPING ADDRESS WRONG! CAN I CHANGE IT?
If you’ve entered a wrong address or details, you can contact our customer service team at email@example.com as soon as possible and we will do our best endeavours to resolve this before it is shipped.
If your item has already been processed for shipping, you will need to contact the shipping provider (DHL) to update your shipping details. Your tracking details will be emailed or SMS’d to you once your order has been dispatched, at which point you can contact the shipping provider.
We ask that you take the time to check that your address, full name and contact details are accurate with correct spelling before checking out as we cannot guarantee this can be fixed on our end after your order has been confirmed.
CAN I CHANGE ITEMS IN MY ORDER?
No. Once your order has been confirmed we are unable to make any changes to your items. We want to ensure we can ship out as quickly as possible, so you can have your order with you sooner rather than later. We ask that you take the time to check your items colour, size, quantity and any other details as changes cannot be made once you have completed your checkout.
WHEN WILL MY ORDER BE SHIPPED?
If you place an order on a business day before 12pm AWST, it will dispatch the same day. If placed after 12pm AWST, it will dispatch the following business day. Any orders placed over the weekend will dispatch the next business day.
Due to a high volume of orders placed during busy periods such as a promotions, sales, pre-orders and major holidays, your order may take a few extra days to dispatch.
WHERE DO YOU SHIP ORDERS FROM?
We are an Australian run brand, however our goods ship from our logistics centre in Hong Kong.
WHY CAN’T I CHECKOUT A KEYCHAIN
Our minimum cart checkout size is $40 which is why you cannot purchase a single keychain. Simply add another item to your cart and you’ll be able to checkout successfully.
However, if you would prefer to purchase just the one keychain, we can check our stocks in our head office in Western Australia and send one from there. The flat rate postage will no longer apply and may differ depending on where you are located.
WHEN DO YOU RESTOCK?
If a sold out item is still appearing on our site that usually means we’re making more. To be the first to know when an item is made available again, click to the “Notify Me When Back In Stock” button via the product’s webpage and you’ll receive an automated email the second it’s been restocked so you don’t miss out.
Occasionally we also carry some spare pieces in most styles at our head office in Australia so you can also email us at firstname.lastname@example.org and we can check our stock levels here or let you know a more accurate date when the restock is coming back.
WHY DOES MY TRACKING SAY “DELIVERY ARRANGED, NO DETAILS EXPECTED” OR “FORWARDED FOR DELIVERY”?
DHL mostly only delivers within major cities, if you live regionally DHL will pass your shipment onto a local courier company for the final leg of it’s journey. When your tracking says “forwarded for delivery” or “delivery arranged, no details expected” DHL has successfully passed your order onto the next courier.
If you would like more clarity on when your order will arrive, you can contact DHL on 1800 345 002 and quote your tracking number and they will be able to let you know the courier company it’s been passed onto and any updated tracking details.
CAN I PUT MY PRESCRIPTION LENS IN YOUR EYEWEAR?
Almost all our acetate frames are suitable to have their lens changed. We don’t personally offer the service but if you take your pair of PL glasses to your optometrist, they should be able to fit your prescription lens.
It's been over 14 days since I received my order. Am I eligible for a return / refund?
Sadly, no. If more than 14 days have elapsed since you received your order, we are not able to offer a refund nor exchange under any circumstances. We feel that 14 days is more than ample time to report any change of mind or faulty goods, and as such this is the cut-off point for eligibility for any returns or refund requests.
ITEMS FOR PRE-ORDER:
Occasionally we will release a popular style for pre-order. If you also purchase non pre-ordered items on the same order we usually wait until all items are ready to send together before dispatching, however if you’re in a hurry for your non pre-ordered items we may be able to arrange a split delivery for an additional shipping fee.
Poppy Lissiman will happily authorise to process a Store Credit or Refund for any full priced product purchased from our online store (poppylissiman.com) within 14 days* of the products original delivery date.
Your satisfaction is our main priority and we want you to enjoy your online shopping experience with us! Although you may try on an item, all returned products must be returned in new and unused condition with all swing tags attached and protective packaging intact.
If you would like to return a product simply head to our returns portal here and enter your order number and email address within 14 days and follow the prompts. After the expiry of the 14 day period, no Refund or Store Credit can be offered.
If you your return can't be fulfilled through the portal please email email@example.com with your order number & issue.
The cost of sending back the product is at the customer's expense and original shipping costs are non-refundable, unless we deem the product faulty, in which case we will reimburse you for the product and return shipping costs upon our inspection.
In the rare occurrence that you’ve received your PL product with a fault or defect, we do require that you report this within the first week of receiving so that we can resolve the issue right away.
If this is not reported within the first week we can no longer determine whether your order was received with the defect or if it occurred as a result of wear and tear (unless it is deemed a legitimate manufacturing fault)
Poppy Lissiman can not be held responsible for any lost or undelivered returns that are shipping back to our warehouse; For this reason, we strongly recommend using a tracking service when sending the product back to ensure it’s safe delivery with us.
You will receive your Refund or Store Credit once we have received and approved that the product is in it's original condition. A return processing time of up to 5 working days may apply.
Sale products and products purchased during a discount period are not eligible for a Refund, and may only be returned for a Store Credit within 14 days*.
Sale items, or items purchased at more than a 10% discount, are eligible for return of a credit of the sale value only.
Received something faulty/incorrect? Please email us immediately at firstname.lastname@example.org so we can help rectify the situation as soon as possible.
Poppy Lissiman reserves the right to refuse a refund if these terms are not met.
*14 days from the date of the products original delivery by the courier