Refund policy

This Return and Refund Policy explains when and how customers may return products purchased from Poppy & Bean. This Policy applies to purchases made through our online store and is designed to comply with applicable laws in the jurisdictions we serve, including the United States, Germany, the Netherlands, and Belgium.

1. Standard Return Window

Unless a different rule applies under mandatory consumer law, we accept eligible returns within 30 days after delivery.

To be eligible for a standard voluntary return, the item must be unworn, unwashed, undamaged, in the same condition as received, with all original Poppy & Bean tags and labels attached, and accompanied by proof of purchase. We recommend trying on garments as you would in a store. Please handle vintage items with extra care, as delicate fabrics and construction may be more susceptible to damage.

2. Returns for Buyer’s Remorse

We accept returns for eligible non-defective products within the standard return window when the customer changes their mind, subject to the conditions in this Policy.

For buyer’s remorse returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.

3. How to Start a Return

To start a return, contact us at info@poppybean.com.

Please include your order number, full name, delivery address, the item you wish to return, the reason for return, and photos of the item and any relevant packaging. For vintage items, clear photos are particularly helpful in documenting the pre-existing condition and any new concerns.

Do not send any product back without contacting us first. We will provide return instructions and, where applicable, a return authorization and return address.

Returns sent without authorization may be delayed, refused, or returned to the sender.

4. Return Shipping Costs

Unless the return is due to our error, a defective product, a damaged product, a wrong item, or another reason for which applicable law requires us to pay, the customer is responsible for return shipping costs.

If we provide a prepaid return label for a voluntary return, the cost of return shipping may be deducted from the refund where permitted by law.

Outbound shipping rates listed in the Shipping Policy are subsidized customer shipping rates for delivery from us to the customer. Return shipping costs may differ from outbound shipping rates.

5. Restocking Fee

We do not charge a separate restocking fee for approved standard returns. However, deductions may apply where permitted by law for return shipping, missing tags, missing labels, damage, or diminished value caused by handling beyond what is necessary to inspect and try on the product.

6. Non-Returnable Items

The following items are not eligible for standard voluntary returns unless defective, damaged, incorrect, non-conforming, or returnable under mandatory law:

Final sale or clearance items clearly marked as non-returnable before purchase
Worn, washed, or used garments
Items damaged by misuse, neglect, modification, improper care, pets, or accidents after delivery
Items returned without original Poppy & Bean tags and labels attached
For hygiene reasons, underwear and swimwear where the hygiene seal or packaging has been opened or removed, unless defective
Items with makeup stains, deodorant marks, pet hair, strong odors, or other signs of use beyond trying on

Important Note on Vintage Condition: Our vintage garments are pre-loved and often display inherent characteristics of age, such as minor wear, patina, or mending, which are part of their unique charm. These pre-existing conditions, when disclosed, are not considered defects and do not make an item eligible for return under this section. We celebrate the history of each piece and encourage you to review descriptions and photos carefully before purchasing.

Mandatory consumer rights are not limited by this section.

7. Damaged, Defective, Non-Conforming, or Wrong Items

If you receive a damaged, defective, non-conforming, or incorrect item, contact us promptly at info@poppybean.com.

Please provide your order number, a description of the issue, photos of the product, photos of the packaging, and photos of any damaged areas or details that differ significantly from the item's description. For vintage items, this includes undisclosed damage that goes beyond the inherent signs of age that were communicated.

Depending on the issue and applicable law, we may offer a replacement (if possible), return for a full refund, a partial refund, or another appropriate remedy.

Do not dispose of the product or packaging until we have reviewed the issue.

8. Refund Method and Timing

Approved refunds will be issued to the original payment method unless otherwise required by law.

For standard returns, after we receive and inspect the returned item, refunds are generally processed within 1-3 business days. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Shipping charges are non-refundable for voluntary returns unless required by applicable law or unless the return is due to our error, defective goods, damaged goods, or an incorrect item.

9. Deductions From Refunds

Where permitted by law, we may deduct from the refund for:

Missing tags or labels
New damage caused after delivery
Use beyond normal try-on, including makeup stains, deodorant marks, odors, pet hair, or other signs of wear that diminish the value of the garment
Return shipping costs
Carrier fees caused by failed delivery or refused delivery

10. Exchanges

We do not guarantee direct exchanges, especially given the one-of-a-kind nature of many vintage items. If you want a different item, size, or color, the usual method is to return the eligible item and place a new order.

11. EU Consumer Right of Withdrawal

If you are a consumer located in the European Union (including Germany, the Netherlands, and Belgium), you have a legal right to withdraw from your online purchase within 14 days after delivery without giving any reason. This is a mandatory right that applies in addition to our standard 30-day voluntary return window. Please see our EU Right of Withdrawal Policy for detailed instructions on exercising this right and any applicable exceptions for hygiene-sealed goods.