Change of Mind
At White Poppies, we do not offer refunds for change of mind.
If you wish to return an item, you may do so within 14 days of receiving your order, provided it meets the eligibility requirements below. Once your returned item has been received and inspected, a store credit equal to the purchase price of the item (excluding shipping costs) will be issued.
To be eligible for a store credit, items must:
- Be unworn, unused and in their original condition.
- Be returned in their original packaging.
- Include all original tags and accessories.
- Be accompanied by proof of purchase.
Customers are responsible for the cost of return postage for change of mind returns.
Please note that original shipping charges are non-refundable, and store credits cannot be exchanged for cash.
Faulty or Incorrect Items
We take great care in creating every piece. If your jewellery arrives damaged, faulty, or you receive the wrong item, please contact us within 7 days of receiving your order.
Please contact us via our online contact form with:
- Your order number.
- A description of the issue.
- Clear photographs of the item.
If your item is deemed faulty or incorrect, we will offer an appropriate remedy in accordance with Australian Consumer Law. This may include a repair, replacement, or refund. White Poppies will also cover any reasonable return shipping costs in these circumstances.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Earrings that have been worn or removed from their sealed packaging (unless faulty).
- Custom-made or personalised jewellery.
- Gift cards.
- Sale or clearance items, unless required under Australian Consumer Law.
Natural Materials
Many White Poppies pieces feature genuine freshwater pearls and natural gemstones. As these are naturally occurring materials, slight variations in colour, shape, size, and surface texture are part of their unique beauty and are not considered faults.
Return Process
To request a return, please contact us via our online contact page with your order number and reason for the return. We will provide you with instructions for returning your item.
We recommend using a tracked postal service, as White Poppies cannot accept responsibility for items lost or damaged during return transit.
Refund Processing
Once your return has been received and approved, refunds are generally processed within 5–10 business days. Processing times may vary depending on your payment provider.
Questions?
If you have any questions about our Returns & Refunds Policy, please don't hesitate to contact us. We're always happy to help.