Thank you for visiting and shopping at www.poppies.pt. Following are the terms and conditions of our Shipping Policy and Returns Policy.
Shipping Policy
Our Shipping Policy gives you information about orders, delivery services, payment methods and shipping rates.
Orders
To place an order at our website, you will need to select the products you would like to purchase and insert your personal and payment information.
At the checkout page, you can choose to create an account and register on our website or not. This is optional, but we highly recommend you to do this. Accounts allow you to save personalization settings, to easily reorder, to keep reference of what you have purchased in the past and to have access to exclusive discounts and offers.
After placing your order, the purchase will be registered and you will have a deadline (indicated in the payment method selected) to proceed to the payment. At the end of this period, if there is no confirmation of payment, the order will be cancelled.
Once an order is submitted its content can’t be modified. Please be sure to review the delivery address, email, payment method and items selection before submission.
All orders will be processed within 2 business days, after the order was placed. Orders placed during the weekends and holidays will be processed the next business day.
Please note that orders may not be shipped for out-of-stock situations, failure to obtain payment authorization and also if the order has been found to be fraudulent.
Once your order is processed, you will receive an order confirmation e-mail, being now official that we accepted your order.
After the acceptance of the order, you will receive an e-mail informing you that the order is on your way.
Payment methods
We are committed to provide you with a safe and secure shopping experience. For that we take several measures to protect your personal and financial details using third-party payment processors.
We accept payments through PayPal and Stripe for all major credit/debit cards such as VISA, MasterCard and American Express.
Through Ifthenpay we accept Multibanco and MBWAY.
Gift Cards and discount coupons as a form of payment are also accepted.
Payments are always made in euros. Some banking entities may charge exchange rates. We are totally unaware of this fact and take no responsibility for it.
Delivery methods and time
We aim to deliver your chosen items to the place and person of your choice, in perfect condition and in the shortest possible time. For that we work only with certified carrier companies that offer the highest level of service and quality.
Our carriers delivery time is from 2 to 3 business days in Portugal, and 3 up to 7 business days in Europe*.
Once your order is shipped, you will receive a shipment confirmation email directly from us and/or our selected carrier containing your tracking number(s).
Please note that orders are not shipped or delivered on weekends or holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. There may be also delays due to unexpected situations like disasters, border closures, or others. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
We also offer Click & Collect delivery service that allows you to shop online and pick up the items in our store in Rua do Alecrim, 84, Lisbon, during our opening hours.
Shipping rates
Shipping costs for your order are automatically calculated and displayed at checkout. These costs may vary accordingly to actual or volumetric weight (whichever the higher), delivery address, carriers pricing fees (which are subject to regular updates) and more.
We offer free shipping to Portugal on all orders over 50€ and to Europe* on all orders over 100€.
Customs, duties and taxes
We are not responsible for any customs duties and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.) and are not included in our final price(s) or shipping costs.
Damages
We are not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. You must save all packaging materials and damaged goods before filing a claim.
* At the moment we are shipping to the following European countries: Austria, Belgium, England, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Portugal, Scotland, Spain and Wales.
RETURNS POLICY
Our Return Policy provides detailed information about options and procedures for returning your order.
Returns and Exchanges
We do not make refunds. We have a 14 days return policy. If 14 days have gone by since your purchase, unfortunately we can’t offer you an exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Discounted and sale items are not exchangeable.
Please do not forget you need to pay fully for the return shipping.
Several types of goods are exempt from being returned, such as pens, notebooks, soft toys and personal care products like shampoos and conditioners.
Due to their nature, Gift Cards are also not returnable or exchangeable.
Once your return is received and inspected, we will send you an email to notify you that we have received and accepted your returned item. A credit note will be issued as an online Gift Card that may be used on a future order. This credit note is valid for 6 months from its issuing date.
Our shipping costs are non-refundable although there are 2 possible situations due to which the reimbursement of shipping costs may take place:
– Failure to deliver the order for reasons attributable to Poppies or to the carrier: the customer will be fully reimbursed for any amount paid as delivery costs;
– Error in the shipped product(s) shipped or shipment of defective product(s): the customer will be reimbursed in full for any amount eventually paid as shipping costs only if the error or defect occurs in all products shipped.
We will carry out the reimbursement using the same payment method used for the initial transaction, unless expressly agreed otherwise by the customer.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a credit note for the value of your return. Once the returned item is received, a Gift Card will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a Gift Card to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: Rua do Alecrim, 84-86, 1200-018, Lisbon, Portugal. You will be responsible for paying for your own shipping costs for returning your item.
Depending on where you live, the time it may take for your exchanged product to reach us, may vary. If you are shipping an item high valued, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact information
Questions about these Shipping and Returns policies should be sent to us at info@poppies.pt.
