Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at poppyknitwear@gmail.com. Please note that returns will need to be sent to the following address: 35 Cleve Way RH14 9RD

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at poppyknitwear@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at poppyknitwear@gmail.com.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at poppyknitwear@gmail.com. Please note that returns will need to be sent to the following address: 35 Cleve Way, RH14 9RD]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at poppyknitwear@gmail.com.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

At Poppy Knitwear, we want you to love your purchase. If something isn't quite right, we're happy to help with a return, exchange, or refund under the terms set out below.

1. Your Right to Cancel (Cooling-Off Period)

If you're a consumer shopping online, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your item(s), without giving a reason. To exercise this right, simply let us know within the 14-day window by emailing poppyknitwear@gmail.com

You then have a further 14 days from telling us to send the item(s) back to us.

2. Our Standard Return Window

In addition to your statutory rights, we offer a 30-day return policy from the date you receive your order. If 30 days have passed since delivery, unfortunately we can't offer a refund or exchange.

3. Conditions for Returns

To be eligible for a return, items must be:

Unworn, unwashed, and unused
In the original condition with all tags still attached
In the original packaging (where provided)
Free from any signs of wear, snags, or odours (such as perfume or smoke)

Please note the following items cannot be returned:

Items marked as Final Sale or Clearance
Made-to-order or personalised/custom knitwear
Gift cards
Items returned in a condition that shows they have been worn or used beyond trying on

4. How to Start a Return

Email poppyknitwear@gmail.com with your order number and the item(s) you'd like to return.
We'll send you confirmation and instructions for sending your item back, including the return address.
Pack the item securely, ideally in its original packaging, and include your order number or return reference.
Post your return using a tracked service — we recommend this, as we can't be responsible for items lost in transit.

5. Return Shipping Costs

Faulty, damaged, or incorrect items: we'll cover the cost of return postage and refund this to you.
Change of mind returns: the cost of return postage is the customer's responsibility, unless otherwise stated at checkout.

6. Refunds

Once we receive and inspect your return, we'll notify you by email to confirm whether your refund has been approved.

Approved refunds are processed within 5–10 business days, back to your original payment method.
Please note it can take a few extra days for your bank or card provider to show the refund.
Original delivery charges are non-refundable, except where the return is due to a fault or error on our part.

If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at poppyknitwear.com

7. Exchanges

We're happy to exchange items for a different size or colour, subject to availability. To request an exchange, follow the same process as a return and let us know which item and size/colour you'd like instead. If there's a price difference, we'll be in touch to arrange this.

8. Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, please contact us within 48 hours of delivery at poppykniwear@gmail.com with your order number and a photo of the issue. We'll arrange a replacement, exchange, or full refund, including return postage, at no cost to you. This doesn't affect your statutory rights under the Consumer Rights Act 2015.

9. Gifts

If your item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. If it wasn't marked as a gift, or the gift giver had it shipped to themselves to give to you later, we'll issue the refund to the original purchaser.