Frequently Asked Questions
Do you have a storefront?
No, All of our pieces are sold exclusively through our website at www.poppylane.ca.Do you take custom orders?
We do not customize or alter our pieces. However, most of our pieces can be easily altered as we give ample margins (up to 2-4 inches). Color change options and other customization requests in terms of sleeves/neckline etc are not undertaken for individual orders.
How can I order an item that is sold out?
We do not accept orders for sold-out pieces.
What is your return / exchange policy?
To be eligible for a return, your item must be unused and in the same condition that you received it, and must be returned in the original packaging.
You will be responsible for paying for your own shipping costs, duties, customs fees, and taxes (if applicable) for returning your item. Shipping costs are non-refundable. Any costs incurred by Poppy Lane for return shipping will be deducted from your refund. We recommend shipping the return using a trackable shipping method as you are responsible for the goods until we receive them.
See our return policy here
What happens if I receive a damaged item?
If your item is damaged upon arrival, please contact us immediately as all damages must be reported within 48 hours upon receiving your order.
What happens if I put in the wrong shipping address?
Contact us immediately upon receiving your order confirmation is something is amiss with your address. Orders that are sent back to us because of an invalid address will be processed as returns.
Please note that our return policy has been updated recently for all orders placed after Feb. 4, 2020.
Regular priced items returned within 14 days of the order delivery date are eligible for a store credit only. Returns made after 14 days of the order delivery date will not be eligible for store credit.
Your item must be returned unused and in the same condition that you received it in, and must be returned in the original packaging.
To return your item, you must first send us an email to initiate the return process. Then, please mail your item to the following address:
37 Windsor Court Road
Markham, ON L3T 4Y4
Depending on where you live, the time it may take for your returned/exchanged product to reach may vary.
Only regular priced items may be returned for store credit. All sale items, outlet items or items purchased with a coupon code are final sale.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send us back your item.
SHIPPING & HANDLING
Currently, Poppy Lane ships to the following countries: Canada and United States. For all other international shipping inquiries, please contact us at email@example.com.
Please allow 4-7 business days for your order to be processed. Date of delivery for all parcels will vary based on delivery location.
Poppy Lane is not responsible for any additional charges incurred through customs or duties.
For details about your order, please contact us firstname.lastname@example.org.
We offer FREE standard shipping on all orders over $150 CAD. For orders less than $150 CAD, a $10 CAD flat rate will apply.
All standard Canadian orders will be shipped using Canada Post and will come with tracking, insurance and expected delivery date. Tracking information will be emailed to to you once your parcel is transferred over to the courier.
All parcels are shipped out from Toronto and take anywhere from 5-14 business days to arrive once they are shipped.
A standard rate of $20 CAD will apply to all US orders.
All US parcels come with tracking, insurance and expected delivery date. Tracking information will be emailed to you once your parcel is transferred over to the courier.
Kindly Note: Please allow 48-72 hours for postal courier service to update tracking information on their site.
All parcels are shipped out from Toronto and take anywhere from 7-14 business days to arrive once they are shipped.
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