FAQ

ORDERS:

1. How do I make an order?

Browse, and once you've found something you like, click on 'Add To Cart'. Your cart can be accessed by clicking on the shopping cart icon on the top right corner of the website.

You may check out by clicking on 'Check Out', in the shopping cart page. This will lead you to the payment page.

Should you decide to continue shopping, click on any of the links on the menu or click on 'Continue Shopping'.

2. There's a problem with my order or at check out. What do I do?

Email us at contact@poppylab.com or call/Whatsapp us at +6012 4688 995 and we will get back to you with a solution as soon as we can.

3. What payment methods do you accept?

Poppylab accepts the following payment methods:

a. All credit and debit cards, Visa or Mastercard.
b. Direct bank transfer services e.g. Maybank2u, CIMBClicks, RHB Now etc.
c. Other payment gateways like Maybank QRPay, Grab Pay, Touch n Go and so forth (Malaysia only). 

 

DELIVERY:

1. Where do you deliver?

Poppylab delivers to all locations within Malaysia, and Internationally.

2. How much does delivery cost?

Delivery is free within Malaysia for orders above RM75. Below that amount, a fee of RM7 and RM12 applies for orders in West and East Malaysia respectively. 

For International deliveries, you may refer to the table below. If you do not see your country listed below, please contact us and we will make special arrangements for you.
 *all prices quoted in US dollars
SMALL ITEMS MID-SIZED ITEMS  LARGE ITEMS
Australia 8 10 12
Bahrain 6 8 10
Brazil 6 7 9
Brunei* 16 16 16
Canada 6 9 11
China/Macao 6 8 10
Finland 9 13 17
France 6 8 10
Germany 10 11 12
Hong Kong 6 8 10
India 7 10 12
Indonesia 5 7 9
Italy 8 10 13
Japan 8 10 13
Korea (South) 6 8 10
Netherlands 9 13 17
New Zealand** 24 24 24
Norway 9 13 17
Philippines 7 9 12
Russia 6 8 10
Singapore***
(express available, see notes)
6 9 FREE****
Spain 6 8 10
Taiwan 6 9 11
Thailand 6 9 12
UAE 7 10 12
United Kingdom 5 7 8
United States 10 12 14
Rest of World 9 14 18

 Note:

Small Items refer to items purchased (inclusive of packaging) weighing less than 250 grams (an estimated 5 small jewelry items or less). 
Mid-sized Items refer to items purchased (inclusive of packaging) weighing between 250 grams to 360 grams (an estimated 6 to 10 small jewelry items). 
Large Items refer to items purchased (inclusive of packaging) weighing more than 370 grams (an estimate of 11 small jewelry items or more).

*Delivery to Brunei with DHL eCommerce is currently suspended due to the pandemic. Price quoted is via express mail services with Aramex.

**Delivery to New Zealand with DHL eCommerce is currently suspended due to the pandemic. Price quoted is via express mail services with SF Express.

***All deliveries to Singapore are currently fulfilled by Aramex and express delivery is available. Standard Aramex shipping takes approximately 5-10 business days, while express shipping takes approximately 3-5 business days (from date of shipment). Express delivery charges are USD9 for small, USD13 for large respectively.

****Free standard (5-10 business days) shipping to Singapore for all orders RM450 and above with Aramex. 

3. What kind of delivery methods are there and how long do they take?

All Malaysian deliveries are made using SKYNET, DHL eCommerce or Aramex delivery services, unless stated otherwise. For Malaysian orders, orders will be fulfilled within 24 to 48 working hours after an order is completed. It should arrive at your door within 2-3 business days (within Peninsular Malaysia) or between 4-5 business days for East Malaysian addresses**.

International orders will be fulfilled by DHL eCommerce or Aramex (Singapore). Last mile delivery (delivery location hub to delivery door) via DHL eCommerce will be delivered by your respective local post company. International orders takes between 8 to 14 days for delivery, depending on location**. Please contact us for further assistance if you'd like to know more. Signature upon receipt may not be required. 

**covid19 may affect these times

4. How do I know if my order has been shipped?

You will be sent an email with a unique tracking number as soon as your order has been shipped. Be sure to fill in a valid, working email address, and to check your email for updates!

5. I did not receive my parcel.

Poppy Merchandising (Poppylab) is not liable for any products damaged or lost during shipping, however please contact us if you did not receive your order or if you think your parcel is lost. We will try our best to work with the carrier to locate your parcel or file a claim for you. 

 

RETURNS:

1. What is your returns policy?

We do not offer refund services, unless faulty. Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If the item you received is damaged, please write to us as soon as possible. Faulty returns are valid within 7 days of receiving your items purchased.

We will notify you of the approval or rejection of your refund.

If approved, your refund will be processed and the refunded amount will be credited to your account within 5 working days. The method of refund will be treated on a case by case basis, discussed with you prior to crediting your account. Please note that credit/debit card refunds may take up to 10 business days to complete, subject to processing times depending on bank. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

Customers are required to bear the shipping costs for returns of faulty goods. You are responsible for all goods sent until they arrive at Poppylab.

 

PRE-ORDERS/BACK ORDERS:

1. What is a pre-order or back order?

When a product is sold out, Poppylab.com occasionally reopens an item for order. It will normally be stated on the website when an item is open for pre-order or back order.

2. How long will a pre-order or back order take?

This will vary between items, however, the estimated date of arrival would normally be stated in the description for each item. If you are unsure, please contact us by email, Whatsapp or Instagram DM to find out more.

3. What else should I know about pre-orders and back orders?

- In order to secure your order, advance payment is required. All pre-orders/back orders will be on a first come first served basis.

- Please note that due to unforeseen circumstances or circumstances out of Poppylab's control (e.g. external factors like delayed shipment, customs and tax issues), occasionally the arrival of an item can be delayed. Be rest assured that all customers will be informed prior when this occurs.

- Should there be an issue with the arrival of an item and a pre-order/back order has to be cancelled, a full cash refund will be given.

- If you ordered multiple pre-order/back order items, your order will be shipped out once all items have arrived.

 

RINGS:

1. How do I measure my ring size?

Please refer to our ring size guide which can be found here.

 

TEMPORARY TATTOOS:

1. How do I put it on?

The instructions come on the back of the packaging and are easy to follow. ALl you need is a pair of scissors, a damp cloth or sponge and lots of creativity!

2. Are they safe?

Unless you have a history of skin sensitivities, or allergies to adhesives, Poppylab temporary tattoos should not cause problems. Our temporary tattoos are made of soy-based ink. With that said, Poppylab will not be held liable for any injuries or harm with the use of Poppylab products, body and face stickers and temporary tattoos.

3. How do I remove temporary tattoos?

When it is time to remove Poppylab's temporary tattoos, just apply any oil-based product like baby oil, olive oil, coconut oil or make up remover and gently scrub off. More detailed instructions can be found on the back of the packaging.

 

CUSTOMISATION:

1. I'd like to customise tattoos for my event. Is this possible?

Yes! Poppylab now offers customisation of tattoos for your events, not limited to any size or design! Just email us at contact@poppylab.com with details of:

a. temporary tattoo quantity

b. temporary tattoo size
c. temporary tattoo colours

We also offer services in customised merchandise with your brand or logo. Go wild with your imagine! Custom make key chains, water bottles, stickers, jewelry, bags or other novelty items with your company brand or logo. Just email us at contact@poppylab.com and we can definitely discuss further.

 

For any other queries, please send your inquiries in to us through these available options. Click here.

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