Refund policy
We want you to love your Poppy & Citrus order. If you need to request a return on an eligible item, please contact us within 7 days of delivery.
Approved returns must be shipped back promptly and received by us within 14 business days of the original delivery date.
Please note that Poppy & Citrus does not issue refunds to the original payment method. Approved returns are issued as store credit only.
Return Eligibility
To be eligible for a return, the item must be unused, unworn, and returned in the same condition in which it was received.
Please contact us before sending anything back. Returns sent without prior approval will not be accepted.
Custom & Personalized Items
Because many of our products are created specifically for you, custom, personalized, and special-order items are final sale and cannot be returned or exchanged.
If you have a question or concern about a custom item, please reach out and we’ll be happy to review it with you.
Gift Cards
Gift cards are final sale and non-returnable.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives.
If your item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible so we can review the issue and make it right.
Photos of the item and packaging may be requested to help us resolve the issue quickly.
Exchanges
We do not process direct exchanges.
If you would like a different eligible item, please request a return for store credit. Once the return is approved, you may place a new order for the item you would prefer.
Store Credit
Once your approved return has been received and inspected, we will notify you of its status.
If approved, your store credit will be issued as a gift card code that can be used toward a future purchase at Poppy & Citrus.
Original shipping charges are not refundable unless the return is due to an error on our part.
How to Start a Return
To request a return, email:
Please include your:
- name
- order number
- item you would like to return
- reason for the return
If your return is approved, we will provide instructions for sending your item back.
Items returned without prior authorization will not be accepted.
One thing I would decide before publishing: whether the customer pays return shipping for ordinary returns. Your current policy doesn’t say. I’d strongly recommend adding a sentence clarifying that, because otherwise customers may assume you provide a prepaid label.
A clean version would be:
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.