Frequently asked questions
How long will my order take to arrive?
As each item is handmade to order, please allow 5–10 working days for your order to be made before it is dispatched. Once your order has been posted, you'll receive a confirmation email with any available tracking information.
Do you accept returns or exchanges?
Due to the handmade nature of our products, we do not accept returns, exchanges or cancellations unless your item arrives damaged or faulty. If there is an issue with your order, please get in touch within 14 days of delivery and we'll be happy to help.
How do I care for my handmade item?
To keep your item looking its best, we recommend spot cleaning with a damp cloth and allowing it to air dry naturally. Please avoid machine washing unless stated otherwise on the product page.
Do you ship internationally?
We're currently shipping within the UK and Ireland. We hope to offer international shipping in the future.
Will my item look exactly like the photos?
Every item is lovingly handmade, meaning each piece is unique. While we do our best to ensure consistency, slight variations in pattern placement and stitching are part of what makes every item special.
Can I send an item as a gift?
Absolutely! If your order is a gift, you can leave a note at checkout and we'll make sure no pricing information is included in the parcel.
How can I contact you?
If you have any questions before or after placing an order, we'd love to hear from you.
You can get in touch through our Contact page, Instagram Direct Message or by emailing poppyandthread@hotmail.com
Can I change or cancel my order?
If you need to make a change to your order, please contact us as soon as possible. We'll always do our best to help, but once your order has entered production or has been dispatched, we may not be able to make changes or cancellations.
What if I entered the wrong delivery address?
Please contact us as soon as possible if you've entered an incorrect address. If your order hasn't been dispatched yet, we'll update it for you. Unfortunately, once your parcel has been shipped, we're unable to change the delivery address.
How much is shipping?
Shipping costs are £4.50 for standard delivery or FREE shipping on orders above £100. Any available shipping options will be shown before you complete your purchase.
How can I track my order?
If your chosen shipping service includes tracking, you'll receive a tracking number by email once your order has been dispatched.