Refund policy

START A RETURN HERE:
https://shopify.com/59847704772/account

For questions, contact: support@thepoppybrand.com

RETURNS (U.S.)

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Delivery date is determined by the carrier tracking marked “Delivered.”

Once your return request is approved, your item must be received by us within 28 days of the original delivery date to be eligible for a refund.

To be eligible, items must be in the same condition you received them — unused, unwashed, with all original tags, and in the original protective packaging (to prevent creasing or misshaping). Proof of purchase is required.

Items must be free of odors, stains, makeup marks, deodorant marks, pet hair, visible wear, or damage.

We do not offer restocking-free trial periods. Items showing signs of wear are not eligible for return.

We do not accept returns on:

  • Accessories

  • Sale items

  • Gift cards

  • Items purchased using a discount of 20% or more

Any fees paid for shipping protection are non-refundable.
Original outbound shipping charges are non-refundable.

Returns must be initiated through our self-service return portal:
https://shopify.com/59847704772/account

Once approved, we will provide a return shipping label.
The cost of return shipping will be deducted from your refund.

Items sent back without an approved return will not be accepted and will not be returned to you.

CONDITION CHECK

All returns are inspected upon arrival.

If an item is returned in non-new condition or does not meet the requirements outlined above, no refund will be issued.

By initiating a return, you agree that items failing inspection will not be sent back to you and may be donated or responsibly discarded.

INTERNATIONAL RETURNS (Outside the U.S.)

International customers are responsible for all return shipping costs.

Please use a trackable shipping service and retain your receipt. We cannot issue refunds for items we do not receive.

Any duties, taxes, or import fees paid at delivery are non-refundable by us. You may be able to seek reimbursement from your local customs authority.

Mark the parcel as “Return – No Commercial Value” where applicable and include your original order number on the label and customs forms to help avoid additional import charges.

Original outbound shipping charges are non-refundable.

If you would like us to generate an international return label, email support@thepoppybrand.com for a quote. The full label cost will be deducted from your refund.

DAMAGES & ISSUES

Please inspect your order upon arrival.

If your item is defective, damaged, or incorrect, contact us within 7 days of delivery with your order number and clear photos so we can evaluate the issue.

If Route shipping protection was selected at checkout, claims for loss, theft, or transit damage must be filed directly with Route at:

https://claims.route.com

We reserve the right to determine whether damage is due to a manufacturing defect or normal wear, improper use, overloading, or external damage.

Approved defects may be eligible for repair, replacement, or store credit at our discretion.

PRODUCT QUALITY & HARDWARE

Our bags are designed for everyday motherhood, but they are not indestructible.

Normal wear and tear — including hardware scuffing, zipper wear over time, minor thread shifts, or cosmetic changes from regular use — is not considered a defect.

Metal YKK zippers may feel firm or slightly stiff upon first use. This is normal and part of the break-in process for high-quality metal zippers. With regular use, the zipper will glide more smoothly. This is not considered a manufacturing defect.

LATE RETURNS

Returns received after the 28-day window will not be refunded. These items will not be returned and may be donated or responsibly discarded.

Return requests submitted after the 14-day return request window may be denied at our discretion.

REFUSED OR UNCLAIMED PACKAGES

Packages refused at delivery or left unclaimed are not eligible for automatic refunds.

If a refused or unclaimed package is returned to us, any return-to-sender fees and original shipping charges will be deducted from your refund.

BUNDLED PROMOTIONS & GIFTS

If you received a free gift with purchase, it must be included with your return. Missing gifts will result in the retail value being deducted from your refund.

For partial returns from a bundle or promotion, the retail (non-discounted) value of items you keep may be deducted to reflect the adjusted order price.

EXCHANGES

The fastest way to get what you want is to return your item (if eligible) and place a new order once your return is accepted.

EUROPEAN UNION RIGHT OF WITHDRAWAL (Cooling-Off Period)

If your order is delivered into the European Union, you have the right to cancel the contract within 14 days of receiving your goods, for any reason.

Items must be unused, with tags, and in original packaging, and proof of purchase is required.

Unless otherwise stated, you are responsible for return postage for a change-of-mind withdrawal.

We will refund the item price and the cheapest outbound delivery option we offered within 14 days of receiving the goods back or receiving proof that they have been sent.

REFUNDS

We will notify you once your return is received and inspected.

If approved, a refund will be issued to your original payment method within 10 business days.

Your refund will reflect:

  • The return shipping label deduction (U.S.)

  • International label cost (if requested)

  • Any applicable deductions outlined above

If more than 15 business days have passed since approval, contact support@thepoppybrand.com.