Will my delivery be affected by the COVID-19 outbreak?

We are currently running a full operation within our fulfilment and distribution centre. Some delivery services including Parcelforce and Royal Mail have begun to operate a contactless operation and will not be handing over hand-held devices, instead logging the name of the person accepting the item.

Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

What delivery options are available?

UK and BFPO Standard Delivery is FREE on orders £40 and over, or £3.99 on orders under £40. We despatch orders Monday - Friday, and orders are usually delivered within 3 - 5 working days.

European Delivery is £14.00, and orders are usually delivered within 5 working days.

Rest of World Delivery is £28.00, and orders are usually delivered within 14 working days.

All products are sold on a Delivery Duty unpaid basis, so please be aware that recipients outside the EU may have to pay import duty or other taxes. Please check these details before placing an order. We cannot mark orders as gifts.

How long will my order take to arrive?

To check the status of your order, please log into “My Account” and once you are logged in you can then click on the My Orders link and check the status of your order. Alternatively you can contact the Poppy Shop at 0300 1239 110.

Can I send to a different address?

Your delivery address can be different to your home billing address, so you can arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person cannot deliver your order because no one is in, a card will usually be left giving instructions on how to arrange re-delivery. See our FAQs for more information.

 

Returns and Refunds

Where should I send returns?

The Poppy Shop, Adamsway, Mansfield, Nottinghamshire NG18 4FL, UK

If you are returning your order due to a fault or incorrect item then please call The Poppy Shop at 0300 1239 110 to arrange for a pre-paid label to be emailed or posted out to you.

In either case it is recommended that you receive a proof of postage from your shipper in case there are any problems in transit. We always try to process returns as soon as they arrive.

Returns process

We want you to be completely satisfied with your purchases. If you are not completely satisfied with any item you ordered, just return it, if possible in the original packaging, within 14 days of the date of receipt and we will refund your money or send you a replacement.

If you would like to select an alternative product at a different price as a replacement that is fine. Our Customer Service team will give you a quick call to arrange payment or refund of the difference.

The Poppy Shop guarantee is in addition to your statutory rights.

When you send your item back to us, we'll process the returned item and arrange your refund. You can expect a refund in the same form of payment originally used for purchase within 14 days of our receiving your return.

Please note that the costs for returning the item to us are non-refundable.

If you're returning an item because of an error on our part or because it is damaged or defective then please call The Poppy Shop on 0300 1239 110 to arrange for a pre-paid label to be emailed or posted out to you.

When you return goods, we recommend that you retain proof of posting from your shipper. We always try to process returns as soon as they arrive.

What if the product is faulty or incorrect?

If you are returning an item because of an error on our part or because it is damaged or defective, we are happy to provide a pre-paid returns label to save you incurring a cost in sending the item(s) back to us.

When you send your item back to us, we'll process the returned item and arrange your refund. You can expect a refund in the same form of payment originally used for purchase within 14 days of our receiving your return. The Poppy Shop guarantee is in addition to your statutory rights.

Products we are unable to refund

You will lose your right to cancel if you unseal goods that are not suitable for return if they are unsealed (due to health protection or hygiene reasons), if you unseal audio, video recordings or computer software that were sealed at the time of delivery, or if you combine goods with other goods after delivery so that they become inseparable.

Exchanges

We are happy to accept items for exchange providing they fall under our 14 day return policy. Items returned under The Poppy Shop's 14 day returns policy must be unopened with any seals and shrink-wrap intact. Please specify the item you require in exchange for the returned item. For hygiene reasons we cannot accept hats, earrings or hand sanitisers unless they are faulty.

When will I get my refund?

You can expect a refund in the same form of payment originally used for purchase within 14 days of receiving your return.

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.

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