Refund policy

Last updated: 20th July 2025

We pour a lot of love into every bib, teether, headband, bow, scrunchie, pouch and gift box we make. Because each piece is handmade in small batches—and for hygiene and safety reasons—we generally do not accept returns or exchanges for change of mind. If something arrives damaged or defective, though, we’ll make it right.

1. Is my order eligible for a return or exchange?

Situation

Eligible?

What to do

Item is damaged, defective or wrong

✔ Yes

Let us know within 3 days of delivery with clear photos and your order number.

Change of mind / wrong size / colour preference

✘ No

We’re unable to accept returns or exchanges for these reasons.

Sale items, custom or personalised items, gift cards

✘ No

Final sale unless faulty.

Tiny variations are part of the handmade charm and not considered defects.

2. How to start a return (defective items only)

  1. Email us at hello@dearpoppet.com within 3 days of delivery.
  2. Include your order number, photos of the issue and a brief description.
  3. We’ll reply within 3 business days with next steps.
    • If approved, we’ll send a prepaid return label or other instructions.
    • Items sent back without prior approval will be refused.

3. What happens next?

  • Inspection & approval – We’ll confirm the fault once your parcel arrives or from your photos.
  • Resolution – At your choice we’ll (a) send a perfect replacement if stock/fabric is available, or (b) refund the item price plus any original shipping you paid.
  • Refund timing – Approved refunds are processed to your original payment method within 10 business days. Your bank or card issuer may take a little longer to post it. If you haven’t seen it after 15 business days, email us.

4. Things we’re not responsible for

  • Courier delays, lost or stolen parcels after delivery.
  • Incorrect shipping addresses entered at checkout.
  • Damage caused by mishandling after delivery (e.g. washing not per care label).

5. European Union customers

If your order ships to an EU address, you have a 14‑day “cooling‑off” period under EU law. You may cancel for any reason, provided the items are unused, unwashed, in original packaging with tags attached. Email us at dearpoppet.co@gmail.com to exercise this right. (Return shipping costs are the customer’s responsibility unless the item is defective.)

6. Need help?

Questions or concerns? We’re here for you.
📧 hello@dearpoppet.com

Thank you for supporting a small handmade business! Your satisfaction matters to us, and we’ll always do our best to keep you smiling.