Refund policy

Our website and our online store area have been carefully designed to provide you with as much information as possible on all our products. To help you make the right selection please use this information and select carefully.

Choose carefully. We do not refund for change of mind, order delays due to stock availability or hot/extreme weather or because a requested delivery date was not met. Requests for cancellation of orders or changes to orders will be considered on a case by case situation. If your order has already been packed and/or booked in with a courier, we will not refund it if you want to cancel. We will not refund because a delivery did not arrive on a date requested as this is clearly stated at Checkout and we also state we would prefer you don't order if you absolutely must have it on a specific date.
Should an order cancellation be agreed to, a $20 administration fee applies plus a percentage of your order value. None of our payment providers refund their fees if we provide any refund so a 3% payment processing fee will be deducted from the refund amount for Paypal/Credit card/bank payment refunds and a 7% fee for Afterpay/Zippay payments. This is only the actual cost of your transaction to us.
Unless otherwise agreed by us in its absolute discretion, all Products are sold on a no return for credit basis, unless • Subject to this clause, the Products are received in a damaged state (subject to Clause 2); or • incorrect Products are supplied to You; or • the Products are faulty.
Should the delivery have been delayed by you not being present to receive the first delivery OR you have authorised delivery without signature OR you have given incorrect/incomplete delivery/address details, then we are unable to provide any refund or return as any faults or damage could be due to delayed delivery, as the nature of this product is fragile.
Subject to clauses 1 & 2, if the Product delivered is not what you ordered (including any replacement Products), or does not correspond with its description or the Product delivered is not of a satisfactory quality, we will, at our option, deliver to you a replacement Product or refund to you the price paid or negotiate with you to keep the product if that is satisfactory to you, instead of refund or replacement.
Claims must be made within 48 hours of receipt or collection of the Products by You by emailing customersupport@poppyschocolate.com.au. Order number must be provided with exact details of what the problem is. Photographic evidence must be provided.
In the event we agree to the return of the Products for credit or refund, you will be notified of the appropriate procedure to be complied with to return the Products. On receipt by us, the products must be received in good resaleable condition by us and must be returned to us at the Buyers expense.
If you are entitled to a refund from us, we will pay as soon as possible, but in any event within 30 days and by the same method with which you paid. While in your possession, you must keep any Products you intend to return to us in good condition.
Melted chocolates during transport: If you purchased an icepack and you were at the delivery address when the chocolates were delivered and some or all of the items are melted, please contact us with photos within 48 hours of delivery. If you did not purchase an icepack and the chocolates have melted, we are sorry but we are unable to provide any credit or replacement.
Lost, stolen or damaged during transport: If you purchased transport insurance, please contact us as soon as you are aware there is a problem with your parcel so we can investigate and provide a replacement or credit. If you did not select insurance, then we are sorry but we are unable to provide any assistance with lost, damaged or stolen parcels. You may contact the carrier yourself.

If you need more information, you can contact us via email customersupport@poppyschocolate.com.au.

Poppy’s Chocolate accepts no responsibility for loss or damage occurring in transit on return to us.