Refund Policy
Overview
At Poppy Eleanor, all of our products are made to order and personalised specifically for each customer. Due to the bespoke nature of our items, we have a limited returns and refunds policy, as outlined below.
Personalised Items
As our products are customised (including names, dates, and design choices), they are non-refundable and non-returnable unless faulty or damaged.
Please ensure all personalisation details are correct when placing your order.
Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
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Your order number
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A description of the issue
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Clear photographs of the item and packaging
We will assess the issue and offer a suitable resolution, such as a replacement or refund where appropriate.
Incorrect Personalisation
We are not responsible for errors in personalisation provided by the customer (e.g. spelling mistakes, incorrect dates).
Digital proofs are provided where applicable, and it is the customer’s responsibility to check and approve all details before production begins.
Change of Mind
Due to the custom nature of our products, we do not accept returns or offer refunds for change of mind.
Cancellations
Orders may be cancelled within 12 hours of purchase.
After this time, production may have started and cancellation may not be possible.
Non-Delivery
If your item does not arrive, please contact us and we will work with the courier to investigate.
Refunds or replacements will be considered once the issue has been reviewed.
Refund Processing
Where a refund is approved, it will be issued to the original payment method.
Please allow 5–10 working days for the refund to appear, depending on your payment provider.
Contact Us
If you have any questions about your order or this policy, please contact: