NEED TO RETURN YOUR ITEMS
RETURNS CHARGE
It is FREE to return item(s). To complete a return, please click here.
RETURNING
EARRINGS
Unfortunately, due to hygiene reasons we do not currently accept returns on earrings. We apologise for any inconvenience caused.
RETURN A GIFTED
ITEM
You are able to process a gift return through our returns portal. In order to do so you will need the following information:
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Original purchaser’s email address
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Order number
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Original packaging - this includes the jewellery box the jewellery arrived in (not the outer cardboard packaging).
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Please note, if you return an item purchased online, an email will be sent to the email used to place the order. The payment will also go back to original payment method used to purchase the item(s). For fraud reasons, we cannot change any of the information.
If you require any further assistance, please feel free to reach out to our customer care team at hello@poppiavenue.com, who will happily assist you further!
EXCHANGES
Unfortunately, due to changing stock levels, we are unable to accept exchanges. If no longer wish to keep the item, you can create a return, please ensure it is within 30 days of the purchase date and is returned in the original packaging, unworn. This does not apply to earrings, due to hygiene reasons earrings are non-returnable.
FAULTY ITEM
We are very sorry to hear that your item is faulty. We will do everything possible to rectify this issue. You can opt to:
- Return the item for a refund, or
- We can send a replacement out to you. The damaged item will still need to returned for quality control purposes.
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Please use the returns portal or email hello@poppiavenue.com who can chat further and help to get this resolved for you. You can return your item(s) within 30 days of the purchase date.
Please note - in order for a refund, exchange or credit note to be processed, faulty items are required to be returned to us. Without returning the item, we are unable to proceed, thank you.
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For faulty items, the return fee will not be incurred/deducted.
Refunds and exchanges are usually processed within 8 days, with the funds in your account withing 10 working days of receiving the item(s), although during busy periods this may vary.
Refunds will always be processed to the original payment method and email confirmation will be sent to the email address used when the order was placed.
RETURNS POLICY
For all refunds, please use the returns portal. You have 30 days to return your item(s) from the date of purchase.
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To ensure your item is eligible for return it must:
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Be unworn
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No signs of wear or damage
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In the original condition and packaging
We don't accept returns after the 12 month warranty period has expired. The warranty period starts from the date of purchase. Warranty covers damage only and this does not include 'wear and tear'.
*Our Returns Policy is in addition to your statutory rights