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

All International deliveries are fulfilled by FedEx Express, Aramex Express or TNT Express. Shipping times vary between 2 - 5 days depending on the country. You may refer to the table below for shipping cost and times:

*all prices quoted in US dollars

SMALL Parcel LARGE Parcel  Shipping Time (days)**
Australia 18.4 24.8 3-5
Brazil 25.8 35.2 3-5
Brunei 14.8 19.8 5-7
Canada 18.2 27.5 3-5
China 17.4 21.4 5-7
Finland 16.7 23.1 3-5
France 23 27.2 3-5
Germany 16.7 23.1 3-5
Hong Kong 14.4 19.3 3-5
India 17.4 23.8 3-5
Indonesia 17.4 20.2 3-5
Italy 23 27.2 3-5
Japan 16.4 22.7 3-5
Kazakhstan 25.8 35.2 3-5
Korea (South) 14.9 19.5 3-5
Maldives 26.5 35.9 3-5
Netherlands 22.9 27.2 3-5
New Zealand 18.4 24.8 3-5
Norway 23 32.3 3-5
Philippines 14.9 19.5 3-5
Russia 23 32.3 3-5

Singapore
*free for orders RM450 (USD105) and above

9 13 See notes below.
Spain 23 27.2 3-5
Taiwan 14.9 19.5 3-5
Thailand 14.9 19.5 3-5
United Arab Emirates 26 35.2 3-5
United Kingdom 23 27.2 3-5
United States 21 27.5 3-5
Rest of the world 28.8 39 3-5

 

Notes:

A Small Parcel refers to parcels (inclusive of packaging) weighing less than 500 grams (an estimated 8-10 small jewelry items or less). 
A Large Parcel refers to parcels (inclusive of packaging) weighing between 600 grams to 1 kilogram (an estimate of 11 small jewelry items or more).

**covid19 may affect these times

Singapore:

Standard Aramex shipping to Singapore 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 or DHL eCommerce unless stated otherwise. For Malaysian orders, orders will be fulfilled within 24 to 48 working hours after an order is completed.

You may expect your parcel to arrive at your door within 2-3 business days for delivery addresses within Peninsular Malaysia or between 4-5 business days for East Malaysian addresses**.

International orders are fulfilled via FedEx Express, Aramex Express or TNT Express. Please refer to the table above for International shipping times**. Please contact us for further assistance if you'd like to know more. 

**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.

 

WHOLESALE:

1. I'd like to purchase your jewelry on wholesale. Is this possible?

Yes! We are open to wholesale orders. Please contact us at contact@poppylab.com with details of what you need for further discussion and a quote.