Shipping & Returns
Shipping Policy
We can't wait to ship out your order! We ship to most countries worldwide and provide free continental US shipping on orders of $35+ (after discounts have been applied and before tax).
Once your order has been filled, you will receive a Shipping Notification email. This email will include your tracking number and a link to check order status.
NOTE:
If you fail to see delivery info when you click on your order-tracking link, don't worry! Occasionally, there may be a 24-hour delay in viewing tracking progress from the point of our departure to the shipper's first scan at one of their destination points.
Normally, after the order has been paid, our shipping team requires 3-5 business days to process your order. You will receive a notification once your order has been shipped. Shipping time below does not include processing times.
Kindly note that processing and shipping time may be impacted at year end due to high volume and extreme weather conditions.
Return Policy
Due to the nature of our products, we are unable to offer refunds. If you have a question about your product or order, please email us at help@poppyandpout.com with your order number.
Problems With Your Order
If you receive a product that isn’t what you ordered, or it arrives damaged, please contact us within 7 days of delivery by sending your order number and a photo of the problem to help@poppyandpout.com so that we can best assist you.
(All of our lip balms are handmade and 100% natural, this means slight variation in color is normal. This will not affect the product’s value and they are still safe to use.)
Exchange Policy
Due to the nature of our products, we are currently unable to process exchanges at this time. If you have a problem with your order or a product, please send your order number/receipt and a photo to help@poppyandpout.com and we will assist you as best we can!
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EU Customers — Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
Exceptions: The right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they have been unsealed after delivery. This may apply to certain Poppy & Pout products — please contact us if you are unsure.
How to start a return or cancellation: Visit your account at https://poppyandpout.com/apps/widerruf/form to initiate a request. If you checked out using a phone number only (no email), please use the returns link in your SMS order confirmation instead.
Return window: You must send items back within 14 days of notifying us of your withdrawal.
Refunds: We will process your refund within 14 days of receiving the returned items. We will refund the original purchase price plus standard outbound shipping costs. We do not refund premium or express shipping upgrades.
Return shipping: The customer is responsible for the cost of return shipping.