Shipping & Returns

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 RM55 in West Malaysia, and RM75 in East Malaysia. Below that amount, a fee of RM5 and RM10 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)
5 8 10
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).

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.

YOU FIRST

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