FAQ

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.

Returns
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable):

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company. Please note that it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@poppylane.ca.

Exchanges:
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 info@poppylane.ca and send us back your item.

Shipping
To return or exchange your product, you should mail your item to:

Poppy Lane
PO Box 91056 Bayview Village
Willowdale ON M2K 1H0

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.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

SHIPPING & HANDLING

Currently, Poppy Lane ships to the following countries: Canada, United States, Australia, France, Germany, Norway and the United Kingdom. For all other international shipping inquiries, please contact us at info@poppylane.ca.

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 info@poppylane.ca. 

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Canadian Orders:

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.

 

US Orders:

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. 

Express 2-3 business day courier service to U.S. is available for $100.

 

UK Orders:

A standard rate of $25 CAD will apply to all UK orders. 

All UK parcels come with tracking, insurance and expected delivery date.  

Kindly Note: After parcel is transferred to the courier, UK tracking information may take up to 48 hours for postal courier service to update. Shipping confirmation email with tracking will be sent to you only after the courier has listed the tracking information.  

All parcels are shipped out from Toronto and take anywhere from 14-21 business days to arrive once they are shipped. 

Express 3-4 business day courier service to U.K. is available for $150.

 

Australia, France, Norway and Germany Orders:

A standard rate of $55 CAD will apply to all orders. 

All parcels come with tracking, insurance and expected delivery date.  

Kindly Note: After parcel is transferred to the courier, Australian tracking information may take up to 48 hours for postal courier service to update. Shipping confirmation email with tracking will be sent to you only after the courier has listed the tracking information.  

All parcels are shipped out from Toronto and take anywhere from 14-30 business days to arrive once they are shipped.