Refund Policy
Last updated: August 2026
At Poppy Eleanor, many of our products are made to order and personalised specifically for each customer. We also provide bespoke wedding and event styling services.
Because our products and services vary, the cancellation and refund arrangements that apply will depend on the type of order or booking you have made.
Nothing in this policy affects your statutory rights under UK consumer law.
PERSONALISED & BESPOKE ITEMS
Personalised and bespoke items are generally not eligible for cancellation due to a change of mind because they are made specifically to your requirements.
This does not affect your statutory rights if an item is faulty, not as described, incorrectly supplied or otherwise does not meet the requirements of the Consumer Rights Act 2015.
FAULTY, DAMAGED OR INCORRECT ITEMS
Please contact us as soon as possible, and where possible within 48 hours, if your order arrives damaged or you believe there is an issue with your item. This allows us to investigate and resolve the matter as quickly as possible.
The 48-hour period is a request to help us deal with the issue promptly and does not limit or affect your statutory rights.
To help us investigate, please provide:
-
Your order number
-
A description of the issue
-
Clear photographs of the item and packaging, where relevant
Depending on the circumstances, we may offer a replacement, repair, refund or another appropriate resolution in accordance with your statutory rights.
INCORRECT PERSONALISATION
Where personalisation details have been provided by the customer, we are not responsible for errors that arise from incorrect information supplied by the customer, such as spelling mistakes, incorrect names, dates or wording.
Where a digital proof is provided, it is the customer's responsibility to carefully check and approve all details before production begins.
If the error was made by Poppy Eleanor or the finished item does not match the approved proof, please contact us and we will work with you to resolve the issue.
CHANGE OF MIND
STANDARD, NON-PERSONALISED PRODUCTS
For standard, non-personalised products purchased online, you may have a statutory right to cancel your order within 14 days of receiving the goods, subject to the applicable consumer cancellation rules.
Where this statutory cancellation right applies, we will provide the appropriate refund in accordance with applicable consumer law.
PERSONALISED & BESPOKE PRODUCTS
Personalised and bespoke products are generally exempt from the statutory 14-day change-of-mind cancellation right because they are made specifically to your requirements.
We therefore ask that you contact us within 12 hours of placing your order if you need to cancel or make changes to a personalised or bespoke order.
After 12 hours, we may have started designing, producing or purchasing materials specifically for your order, and cancellation may no longer be possible.
Where production has not yet started, we will always do our best to accommodate a cancellation or amendment where reasonably possible.
This does not affect your statutory rights.
ORDER CANCELLATIONS
STANDARD, NON-PERSONALISED PRODUCTS
If you wish to cancel a standard, non-personalised order before it has been dispatched, please contact us as soon as possible.
Our 12-hour cancellation window is intended to give us an opportunity to stop an order before processing or dispatch where possible. It does not remove or restrict any statutory cancellation rights that apply to your purchase.
PERSONALISED & BESPOKE PRODUCTS
For personalised and bespoke products, please contact us within 12 hours of placing your order if you wish to request a cancellation.
After this time, cancellation may no longer be possible if work has begun or materials have been purchased specifically for your order.
If production has not yet started, we will always try to accommodate a cancellation or amendment where reasonably possible.
HOW TO CANCEL
To request a cancellation, please contact us as soon as possible:
Email: chloe@poppyeleanor.co.uk
Please include your name, order number and the reason for your cancellation where applicable.
We will confirm whether your cancellation can be accepted and advise you of any applicable refund.
NON-DELIVERY
If your order does not arrive within the expected delivery timeframe, please contact us and we will investigate the matter with the relevant delivery provider where applicable.
Where an order is confirmed as lost or otherwise not delivered, we will work with you to provide an appropriate resolution in accordance with your statutory rights.
REFUND PROCESSING
Where a refund is due, we will process it within the timeframe required by law.
Once a refund has been processed, it may take additional time for the funds to appear in your account depending on your bank or payment provider.
WEDDING & EVENT SERVICES
Wedding and event services are booked for specific dates and may involve advance planning, preparation, purchasing materials and reserving time specifically for your event.
Cancellation terms for wedding and event services will therefore be set out in your individual quotation, booking confirmation or booking agreement.
Any cancellation charges will be clearly communicated before your booking is confirmed.
Cancellation charges will be considered in light of the circumstances of the cancellation and will be intended to reflect reasonable costs and losses incurred by Poppy Eleanor as a direct result of the cancellation.
We will take reasonable steps to minimise our losses where possible, including reusing materials or rebooking the date where reasonably possible.
Nothing in our cancellation terms affects your statutory rights.
WEDDING & EVENT BOOKING PAYMENT
A 25% booking payment is required to secure your wedding or event date with Poppy Eleanor.
Your date will only be considered confirmed once the booking payment has been received and your booking confirmation has been issued.
The booking payment allows us to reserve the agreed date and services for your event and begin planning, preparation and purchasing materials where required.
If you cancel your booking, we may retain some or all of the booking payment where this is reasonably necessary to cover costs and losses that Poppy Eleanor has incurred as a direct result of the cancellation.
This may include:
-
Work already undertaken specifically for your booking
-
Materials purchased specifically for your event
-
Bespoke items already produced
-
Non-refundable costs incurred on your behalf
-
Reasonable loss resulting from the date being reserved for your event and subsequently becoming unavailable for another booking
Any amount retained will be considered in the circumstances of the individual cancellation and will not be intended to act as a penalty.
We will take reasonable steps to reduce our losses where possible, for example by reusing materials or rebooking the date.
The remaining balance will be due by the date stated in your quotation or booking confirmation.
If Poppy Eleanor cancels your booking and you are not at fault, we will refund payments made for services that we are unable to provide, subject to your statutory rights.
Our wedding and event cancellation terms are intended to be fair, transparent and proportionate. Nothing in this policy affects your statutory rights under UK consumer law.
WEDDING & EVENT CHANGES
If you need to make changes to your wedding or event after booking, please contact us as soon as possible.
We will do our best to accommodate reasonable changes, subject to availability, the stage of preparation and any additional costs involved.
Changes to the venue, date, guest numbers, installation requirements or décor may affect the agreed price.
Any additional charges will be discussed and agreed with you before the change is confirmed.
CANCELLATION BY POPPY ELEANOR
We will only cancel a confirmed wedding or event booking where we have a valid reason to do so, such as circumstances that make it impossible or unsafe for us to provide the agreed service.
If we need to cancel your booking and you are not at fault, we will contact you as soon as reasonably possible and refund payments made for services that we are unable to provide, subject to your statutory rights.
CONTACT US
If you have any questions about your order, cancellation or this policy, please contact:
Poppy Eleanor
Email: chloe@poppyeleanor.co.uk