Shipping & Returns
Click & Collect
You are welcome to collect your order at our Melbourne warehouse between Monday to Friday 9am to 5pm, except public holidays.
You can choose Click & Collect at checkout. We will send you an email when your order is ready for collection. Your order will be packed in a carry bag, or in a carton if your order is heavy.
We do not sell products directly from our warehouse.
Shipping
All P&P orders are shipped from our warehouse in Melbourne, Australia.
As a customer, it is your obligation to enter the correct delivery address details at the time of purchase. Unfortunately, we cannot change a delivery address once an order is placed, or be responsible for orders gone missing due to an incorrect address. Please inform us if an order does not arrive by emailing customercare@poppyandpepper.com.au
Our warehouse team usually packs your order within 3 business days from receiving it. Please allow more time for international orders and during sale periods.
We do not partially ship an order. If your order contains both in stock and pre-order products, we will ship them together in one consignment when pre-order products become available. If you wish to receive available products first while waiting for pre-order products, please place two orders. We may ship your order in two or more mailing cartons due to different product sizes, sometimes two cartons are separated during transit, please expect your order may arrive in separate deliveries.
Ceramic wares are delicate and heavy products to ship, we try our best to safely ship every order and we offer competitive shipping rates.
Australian shipping
We cap your shipping cost per order with itemised base rates.
All rates displayed below are in AUD.
We cap your shipping cost, below is the MAXIMUM cost you will pay per order based on your delivery location.
| State | Zone* | Standard | Express |
| VIC | Metro | $20 | $30 |
| Country | $30 | $40 | |
| NSW, SA, TAS, ACT, QLD |
Capital | $20 | $30 |
| Metro | $30 | $40 | |
| Country | $35 | $45 | |
| WA | Capital | $35 | $45 |
| Metro | $40 | $55 | |
| Country | $65 | $80 | |
| Other^ | – | $65 | $80 |
Below is estimated transit time after your order is dispatched:
| State | Zone* | Standard | Express |
| VIC | Capital & Metro | 2-3 days | 2 days |
| Country | 3-5 days | 2 days | |
| NSW, SA, TAS, ACT, QLD |
Capital & Metro | 3-5 days | 2-3 days |
| Country | Min. 5 days | 3-4 days | |
| WA | Capital | 4-5 days | 2-3 days |
| Metro | 5-8 days | 3-4 days | |
| Country | Min. 7 days | 4-6 days | |
| Other^ | – | Min. 7 days | Min. 4 days |
*Based on Australian Post destination zones.
^Northern Territory, Norfolk Is., Christmas & Cocos Is., Aust Antarctic Territory
Minimum cost per order for Australia wide Standard shipping is $10 and Express shipping is $15, incl. 1 small item like a mug, a small plate or a small tumbler. In addition to that:
A small and medium item, like a mug, a small bowl or a medium plate, adds $5; a large item, like a large plate or a medium salad bowl, adds $10; an extra-large item, like a large serving plate or a large salad bowl or a large set of wares, adds $15-20.
For example, for Standard shipping, if you order:
1 large dinner plate, shipping is $15
1 large dinner plate + 1 mug, shipping is $20
4 large dinner plate, shipping is $45
You total shipping cost will be capped based on your delivery address postcode.
Once your order is dispatched, you can track your order by log into your account and view under the order page.
International shipping
International customers are responsible for all local customs duties and taxes on orders.
We use Australian Post International for all international orders, with options between international Standard or Express shippings. We proudly offer competitive rates to support our international customers, simply drop your desired wares into shopping cart and we will calculate for you, include an estimated delivery time.
New Zealand customers share the same itemised shipping calculation as per Australian customers, with capped shipping rates at:
AUD40 for Standard shipping, est. delivery within 13 days, and
AUD60 for Express shipping, est. delivery within 10 days
Shipping costs for customers from USA, UK, and the rest of world are calculated at checkout based on the weight of you order.
Once your order is dispatched, you can track shipping status by log into your account and view under the order page.
Return Policy
We want to make sure you are happy with your purchase at Poppy & Pepper.
We try our hardest to display product photos and specifications as accurately as possible on our website. Our warehouse team hand pick and pack your order with care before dispatch.
If you aren’t satisfied with your purchase and you wish to return a product for any reason that is completely fine.
Returns must be made within 21 days after your order is delivered. Please email customercare@poppyandpepper.com.au to inform us of your decision to return an item.
Returned item must be in the original packaging and in the same unused condition as you received your order.
Our return address is:
Poppy & Pepper
203 Rooks Road,
Vermont, 3133
VIC, Australia
As a customer you will cover return shipping costs, unless the item you received is faulty, damaged or incorrect. Please contact Customer Care via email at customercare@poppyandpepper.com.au and attach a photo or photos of the faulty, damaged or incorrect item. We will arrange a replacement or refund.
Once our warehouse team received your return and checked the returned product(s), refunds will be processed via the original payment method. Please allow 3 to 5 business days for the refund to be reimbursed.
E-Gift Cards are non-refundable. Purchases made by e-Gift Cards will be refunded as store credit only, expiring 1 year from date of issue.
We do not accept returns for any Sale products, unless they are faulty, damaged or incorrect.
We do not refund any shipping costs or Gift Wrapping, unless the order you received is faulty, damaged or incorrect.
Exchange
We do not offer exchanges due to change of mind or slight differences caused by the handcrafted nature of our ceramic products. If you are unhappy with the purchase you made, please return the product and we will arrange a refund. You are welcome to place a new order should you wish to purchase a different product.