Poppy & Stone
Returns & refunds
Request a return within 60 calendar days of delivery. Send the authorized return within 14 days, in original condition with supplied components. You pay change-of-mind return postage. No restocking fee applies.
Check the complete item
Keep the case, straps, supplied tools and other included parts together while checking your purchase. The listing identifies what is included; plants and styling props are separate.
An unwanted item is different from a defective, damaged or incorrect one. We cover return postage for our error or a defective item. A fault that appears through reasonable use is not excluded merely because the item has been used.
Arrange the return first
Email customer care with the order reference for authorization and the receiving address before mailing anything.
Identify the order, item and reason for the request. Wait for the receiving instructions and keep proof of posting. The Washington business contact address is not a return warehouse; do not send a parcel there without written instructions.
Pack sharp points and blades securely. Include the authorized components and order reference so the return can be identified.
Refund method and timing
After the return arrives, inspection and refund processing take up to 2 business days. Your payment provider may need up to 8 additional business days to post the refund. Refunds go to the original payment method.
Keep the refund reference until the credit appears. If it has not arrived after the stated posting period, contact us so it can be traced. Any shorter deadline required by applicable law takes priority.
Changes, cancellations and remedies
Ask about cancellation before dispatch. We will check whether shipment can be stopped and confirm the outcome. A canceled, unshipped order does not require a physical return.
For a damaged, incorrect or incomplete item, explain the problem before purchasing a replacement. We will agree the appropriate remedy. This policy does not remove rights that cannot legally be limited.
Contact
Poppy & Stone
2010 O Street NW, Washington, DC 20036, United States
Monday to Friday, 8:00 a.m. to 5:00 p.m. Eastern Time (America/New_York). We usually reply within one business day.
Order cutoff: 3:00 p.m. Eastern Time, Monday through Friday (America/New_York).