Question 1

Can I return something from my order?

Accepted Answer

Oh no! We are so sorry things didn't work out this time around.

We have worked really hard to try and make the returns and exchange process as easy as possible for our customers.

You are more than welcome to submit a return request within 30 days of fulfilment, providing the items meet our return criteria. T&C's apply.

For further information and to lodge your return online please visit our returns centre HERE

Question 2

How often do you restock?

Accepted Answer

Something caught your attention but it is currently sold out? No worries, we have your back! 

We aim to restock popular styles as soon as possible, but sadly cannot always guarantee a repeat of every style. 

We recommend signing up to our restock notifications, which can be found on each garment's product page, to be notified by email when the style and size you're after is back in stock. 

To do this, simply;
- Visit desired product page 
- Select size 
- Click 'Notify me when available'
- Fill in the prompts
- Submit!

Not only does this help us see how many customers would be interested in a restock but on the chance we happen to restock in the future or even receive a return back in, you'll be notified.

Alternatively, you could jump on our Proud Poppy Pre Loved platform here to see if anyone is selling the style you are after! 

Question 3

What size am I?

Accepted Answer

We understand shopping online can be tricky, which is why we are always here to help! 

All sizing is listed in Australian sizes.

As all our pieces are now designed and created in-house, we’ve worked hard to develop a consistent Proud Poppy fit across our collections. That said, sizing can still vary slightly between different styles depending on the fabric, cut, or design details.
We aim to provide as much sizing guidance as possible in each product description, including whether a style runs generous, true to size, or smaller. You’ll also find a detailed measurement chart on every product page to help you choose the right fit for you.
All measurements are listed in centimetres and taken as a flat lay unless otherwise noted - this means the garment is measured flat across, and you’ll need to double that number to get the full circumference.
And if you’re still unsure, we’re more than happy to help! Just send through the name of the piece you’re interested in along with your measurements to hello@proudpoppyclothing.com.au and our team will guide you from there.

Question 4

Can I use a gift voucher during the break the website sale?

Accepted Answer

Of course you can - Happy shopping!

Question 5

When does the sale start?

Accepted Answer

Set your alarms! Our BREAK THE WEBSITE Sale starts on Monday 11th March at 7am AEDT.

Question 6

Will there be shipping delays?

Accepted Answer

Due to the high volume of orders, please allow for up to 7-10 days for your online order to be processed from our warehouse. Our warehouse fairies will be working as quickly as they can!

Keep in mind that once it leaves our warehouse it is out of our hands and with Aus Post (or DHL for international) so you will also need to account for the Australia-Wide Aus Post delays.

Question 7

What is Poppy Perks Rewards?

Accepted Answer

Poppy Perks is a loyalty program for our community. It is our way of showing you how much we appreciate you! Once you join Poppy Perks, you can earn Proud Points on purchases and also by completing other activities such as following us on Facebook, leaving a review and much more. Proud Points can also be redeemed for Rewards. The more you collect, the more you’ll benefit. We’ll also celebrate your birthday and our anniversary together with a special voucher just for you.

Question 8

Is there free shipping?

Accepted Answer

Yes! We offer free standard shipping for all Australia, USA and NZ orders over $150 💗

Question 9

When is the EOFY sale?

Accepted Answer

Our EOFY Sale begins Monday 24th June 8am AEST and ends Tuesday 25th June 11:59pm AEST. Go, go, go! 💗

Question 10

When does your Pink Friday sale begin?

Accepted Answer

Our Pink Friday sale goes live to the public on Tuesday the 19th of November at 9am AEDT 😍 Limited time only - get shopping!

Question 11

Easter Holiday Hours 🐰💐

Accepted Answer

Hoppy Easter! Just a little heads up - our HQ and warehouse will be taking a break over the Easter long weekend:

🐣 Friday 18th April – Good Friday

🐣 Monday 21st April – Easter Monday

Please allow a few extra days for dispatch and replies while we enjoy some choccies and family time! 🍫💕

For store opening hours, hop over to each store’s page on our website or check out our Insta highlights!

Wishing you a safe and happy Easter break!

Question 12

How to I submit a return/exchange request?

Accepted Answer

Returns and Exchanges are now even easier!

Simply head to our returns page and click the PINK button to start the return/exchange process.

Alternatively, if you live locally, you are more than welcome to pop into one of our stores to return or exchange your order. No need to submit a return request online when you visit us in store.

To view our store locations please click HERE

Question 13

I received a restock notification but it is sold out?

Accepted Answer

Oh no! We are so sorry to hear you missed out this time around.

Restock notifications are sent out to the first 10 people on the notification list for a particular style and size, if no purchases are made within 1 hour, then the next 10 people on the list will be sent an email. Sometimes we don't receive a full restock of a style, it may only be 1-2 units, which is why a style/size may have sold out by the time you have gone to check.

Question 14

How do I know what's on sale?

Accepted Answer

ALMOST EVERYTHING! If it's on proudpoppyclothing.com.au or in one of our retail stores, it's likely on sale.
The only exception are our new arrivals, accessories and gift cards.

Question 15

Can I use my loyalty points or another discount voucher?

Accepted Answer

Not during our break the website sale due to the HUGE savings. Hold onto them for your next order outside of this promotion.

Question 16

Can you fast track my order to be picked and shipped first?

Accepted Answer

That would be cool! But, not this time 🌸

Question 17

How do I join Poppy Perks?

Accepted Answer

You can create an account here. Did we mention it’s free to join? Once you create an account with the Poppy Perks Rewards you can sign in and check your Proud Points balance.

Question 18

How much is shipping?

Accepted Answer

The shipping costs vary based on your location and your chosen shipping method. This will be calculated at checkout. You can read more about our shipping information here.

Question 19

Where is the measurement chart?

Accepted Answer

Hold tight! Our team individually measures most garments in-house so we are working on these as we speak. They will be uploaded online as soon as possible. Keep an eye out on the website.

Feel free to send us an email or DM in the meantime and we'd love to help you with sizing.

Question 20

How do I know what's on sale?

Accepted Answer

Prices are as marked! Save up to 70% on selected styles. You can shop our EOFY sale here 😍

Question 21

When is the sale ending?

Accepted Answer

Our Pink Friday sale ends Tuesday the 3rd of December at 11.59pm AEDT! Shop now before it’s gone! 💖✈️

Question 22

Can I return/exchange in store?

Accepted Answer

Prefer to keep it personal?

Feel free to pop into one of our stores to return or exchange your order within 30 days of fulfillment. For all store locations and opening hours, please click here!

Notes

- When visiting us in-store we do not require you to submit an online return/exchange request.

- Only eligible items are allowed to be returned in-store

The following items cannot be returned (unless deemed faulty)

Products in any condition other than its original condition
Products that have been worn
Products with tags that have been removed
Products that smell of perfume, or odours of any kind
Products that have been stained or marked, e.g., makeup, fake tan or deodorant
Items marked ‘final sale’
Accessories including - coffee cups, wine glasses, drink bottles, jewellery, hair accessories or soap.

- A direct exchange of your item may not always be available as our stores only hold about 20-30% of what is available online. If you after a specific item, we kindly ask you please reach out to our friendly customer care team via email, live chat or phone so we can check the stock for you!

For more information regarding returns please visit here .

Question 23

Why does my order say it has been picked up?

Accepted Answer

Whoops! Sorry for the confusion. 

This is an automated email our online team are unable to edit or turn off. I can assure you, your order is safe and awaiting collection from our Warehouse - YAY!

We are open Monday-Friday 8am-4pm for pick ups. 

For further assistance, please contact our customer care team hello@proudpoppyclothing.com.au

Question 24

What's the code for the sale

Accepted Answer

No need for a code! We've already applied the savings for you and it's prices as marked.

Question 25

When will I receive my tracking number?

Accepted Answer

Once your order is processed, you will receive an email with your tracking info.

Question 26

Will I still earn loyalty points on my purchases made during the sale?

Accepted Answer

Yes, absolutely. If you are a Poppy Perks rewards member and you checkout using the email address associated with your Poppy Perks account, then you will still earn 1 Proud Point for every $1 spent.

Please Note: You will not earn Proud Points on orders (or parts of an order) paid with a gift card/store credit, as the points would have been earned on the original order.
For example, if you make a purchase for $100, you will earn 100 Proud Points.
If you then return that order for a store credit, you keep the points.
If you then make a purchase for $120 and pay for it using your $100 store credit and $20 using another form of payment, you will earn 20 Proud Points.

Question 27

What are the benefits of joining Poppy Perks?

Accepted Answer

We’ve got plenty! Since our Poppy Perks Loyalty Program is a tiered program, it allows you to earn more perks the more you engage and shop with us. Not only can you be earning Proud Points that you can then swap for $ vouchers or free shipping, but you can also get early access to sales, exclusive members only sales, birthday and anniversary rewards and plenty more perks! To see our full list of inclusions in Poppy Perks, you can have a read here.

Question 28

When will my order be shipped?

Accepted Answer

Our warehouse fairies aim to dispatch all orders within 24 hours of purchase. If your order is placed before 12pm AEST, this will be dispatched on the same day and for orders placed after this time we aim to dispatch within 24 hours.

Please note, that our dispatch and delivery time frames are exclusive of all weekends, public holidays, or any unforeseen delays.

For further information please feel free to visit our shipping pages - https://proudpoppyclothing.com.au/pages/shipping

Question 29

What's the code for the sale?

Accepted Answer

We've already applied the savings for you and it's prices as marked - YAY!

Question 30

What is on sale?

Accepted Answer

Prices are as marked! Save up to 80% on almost everything, even 10% off New Arrivals (we rarely do this!) Go, go, go! 💗

Sale excludes gift cards and events.

Question 31

Can I return/exchange at the Epping Warehouse?

Accepted Answer

Our Epping Warehouse closed to the public on Friday 20th of December, and will no longer be accepting return and/or exchange pick ups.

You're more than welcome to return your item to one of our store locations or submit a return/exchange request in our online returns portal.

Question 32

I placed an order online, can I pick it up from Doreen?

Accepted Answer

*Please note that our local pick ups from Doreen Store are temporarily unavailable at the moment whilst we transition to our Burleigh Warehouse in Queensland*

Our usual process will be up and running again soon! Here's how it works:

Simply select 'pick up' at the checkout and continue to finalise your order as per usual.

Once you have received your order number, in your confirmation email, we kindly ask you please reach out to our friendly customer care team at hello@proudpoppyclothing.com.au and let us know you would like to pick up from Doreen and we will work our magic and do the rest!

Note:

- We aren’t currently offering local pick-ups at any other store other than Doreen

Question 33

Can't login to my account

Accepted Answer

We understand technology can be tricky sometimes!

If you are struggling to login to your Proud Poppy account please email our customer care team at hello@proudpoppyclothing.com.au for further assistance.

Question 34

What payment methods will be available?

Accepted Answer

All the same payment methods that are currently available will be active.

The Express Payment options are:

ShopPay, PayPal and GooglePay

The regular payment options are:

Credit Card, PayPal, Afterpay, Zip, Laybuy,

For the fastest way to checkout, we recommend using one the Express Payment options.
If you have an account with any of these apps, then they have all of your details saved so you don't need to enter your shipping and billing details.
Make sure your details are up to date in your account on those payment apps!

Question 35

I had a loyalty discount that I redeemed, ready to use during the sale, but it's not working. Can you help?

Accepted Answer

We have deactivated all redeemed loyalty discounts and vouchers and other discount codes during the sale.
We will reactivate them after the sale so you can hold onto them and use them next time.

Question 36

How do I earn Proud Points?

Accepted Answer

You can earn Proud Points by buying your favourite pieces on either our website or in any of our stores.

Proud Points will be calculated at $1 spent = 1 Proud Point accumulated. We will also have a few activities you can complete to earn some bonus Proud Points such as following us on Facebook or by leaving a review on our website. We’ll also throw in some Double Point Days where you’ll earn 2 Proud Points for every $1 spent.

Note -

If you do not purchase or interact with the Poppy Perks program for 12 consecutive months your existing points will expire and will not be able to be reinstated.

Question 37

Do you ship internationally?

Accepted Answer

Yes! We ship worldwide 😍 You can read more about our shipping information here.

Question 38

What does 'free size' mean?

Accepted Answer

Free size means that a particular item comes in one size and that it has been designed to fit a range of different body shapes. We recommend having a look at the product description, model bio's and measurements to see if this is a match for you. If you are unsure, please get in touch!

Question 39

What payment methods will be available?

Accepted Answer

All the same payment methods that are currently available will be active.

The Express Payment options are:

ShopPay, PayPal and GooglePay

The regular payment options are:

Credit Card, PayPal, Afterpay, ZipPay

For the fastest way to checkout, we recommend using one the Express Payment options.
If you have an account with any of these apps, then they have all of your details saved so you don't need to enter your shipping and billing details.

Make sure your details are up to date in your account on those payment apps!

Question 40

What is the code for the sale?

Accepted Answer

We've already applied the savings for you and it's prices as marked - YAY! No code needed 🙌

Question 41

Can I return/exchange a sale item?

Accepted Answer

Oh no! We are so sorry things didn't work out this time around.

Items purchased on sale are heavily reduced and as a result are not eligible to be returned or exchanged.

Not to worry though! We would hate for you to miss out which is why we have launched Proud Poppy Pre Loved -https://proudpoppyclothing.treet.co/about/info

Simply pop up a post and see if one of our other community members would like to take this item off of your hands!

Note:

- If your sale item is faulty, please contact us directly at hello@proudpoppyclothing.com.au and we can assist you

Question 42

Do you ship worldwide?

Accepted Answer

Yes, we sure do!
For more information on our international shipping, including costs, please refer to the Shipping policy on our website.

Question 43

Will I be able to shop the sale at one of your stores?

Accepted Answer

Yes, absolutely! Our Stores will all be participating in the sale as well.
You'll be able to get the same savings in store as you would if you shopped online.

Question 44

How will I know what tier I'm in and see how many points I have?

Accepted Answer

Great question! You can sign into your account and it will display which tier you’re in. Then you can check to see the perks available to you.

You will be placed in a tier based on the Proud Points you’ve earned in the last 12 months.

If you have earned up to 399 Proud Points in the last 12 months then you’ll find yourself in the Perfect Strangers Tier.

If you have earned between 400 and 1999 Proud Points in the last 12 months, then you will find yourself in the Cheer Squad tier.

If you have earned between 2000 and 3499 Proud Points in the last 12 months then you will find yourself in the Gal Pals tier.

If you have earned over 3500 Proud Points in the last 12 months then you will find yourself in the Ride or Die tier.

Question 45

Is this item available in store?

Accepted Answer

Great question! To check store availability, please send us a message or email at hello@proudpoppyclothing.com.au with your preferred store, style and size and we'd love to check this for you!

We offer a 24-hour hold in store, excluding New Arrivals for the first 7 days

Please keep in mind that when advising availability it is current as of that moment and is subject to change.

Question 46

Where do you ship from?

Accepted Answer

All orders are dispatched from our warehouse in Gold Coast Queensland, Australia 💓

Question 47

Will I be the same size in every item?

Accepted Answer

Great question! We now proudly create many of our Proud Poppy pieces through our own in-house design and production team, alongside a select few trusted suppliers. Because of this, there may still be some subtle variations between styles.

Even if pieces look similar, the fit can differ slightly - so we always recommend checking the individual product descriptions and measurement charts before purchasing to ensure the best fit for you.

And of course, sizing isn’t one-size-fits-all - it comes down to your body shape, personal style, and how you love to wear your clothes. We always encourage you to choose the size that makes you feel your most confident, comfortable, and beautiful self!

Question 48

How do I use my store credit?

Accepted Answer

To use your store credit, simply enter your unique 12-digit code into the 'Discount Code/Gift Voucher' section at checkout and the credit amount will be deducted from your final outcome.

If you need a hand with this, please don't hesitate to reach out!

Question 49

Will I be able to shop the sale at one of your stores?

Accepted Answer

Yes, absolutely! Our Doreen Store will be participating in the sale as well. You'll be able to get the same savings in store as you would if you shopped online.

Please note, our stores can only hold 20-30% of our range so if you're looking for something in particular, let us know and we can check availability in store for you.

Question 50

Is it better to order now or wait for more items to be added to the sale?

Accepted Answer

If you’ve got your eye on something, we recommend snapping it up asap! The sale is only here for a limited time, and orders are coming in hot and fast - don’t wait!

Question 51

How do I receive a refund?

Accepted Answer

We're thrilled to announce that refunds are now available! 🎉 To request a refund for online purchases, simply:

1. Visit our returns portal
2. Enter your order details
3. Select the item(s) to return and the reason
4. Choose "Return item for a store credit or choose something else" and then "Refund to original payment method."

Submit your return request!

You’ll receive a confirmation email—don’t forget to check your spam/junk folder. Send your order back at your earliest convenience, and once we receive it, our returns fairy will process your refund. YAY! 💫

Note: Refund requests must be made within 14 days of fulfillment and will be issued to your original payment method. T&C's apply.

Question 52

I've sent an email, how long will it take for a reply?

Accepted Answer

We've tried to pack lots into these FAQs, we encourage you to have a read through here first or try searching in the search bar for your question.
If we haven't covered what you're after, please reach out to us at hello@proudpoppyclothing.com.au we recommend including as much information as possible to make sure we can help you quickly.

Question 53

What can I use my Proud Points for?

Accepted Answer

You can redeem your Proud Points for vouchers that you can then put towards your next purchase. You can redeem:

250 Proud Points for a $5 discount voucher.

500 Proud Points for a $10 discount voucher or free shipping voucher

750 Proud Points for a $15 discount voucher

Please note, a minimum spend of $30AUD applies (exclusive of shipping)

Question 54

When do you launch New Arrivals?

Accepted Answer

Shop all of our New Arrivals here! With new styles added every week, typically Tuesdays and Thursdays, and ranging from sizes 6 to 30AU, you'll be sure to find something you adore at Proud Poppy.

Question 55

Do you deliver to PO Boxes and Parcel Lockers?

Accepted Answer

Yes, we do offer delivery to both PO boxes and parcel lockers. Please ensure the correct details are entered at checkout and we'll ensure your order is delivered there!

Question 56

Do you have a try-on video of this?

Accepted Answer

Yes! For every New Arrival, our gorgeous founder Tara, or a PP team member will do a video try-on of each piece, explaining the fit and features in more detail.

We save our try-ons over on Instagram under the highlight 'try-ons', but if the item you're after isn't showcased there, send us a message and we can grab it for you!

Question 57

Why can't I see the other payment methods?

Accepted Answer

Do you have Shop Pay set up with your email address perhaps?

Shop Pay is an express checkout that lets you save your email address, credit card, and shipping and billing information. If you have this set up, it skips over the payment screen which means you can't select an alternative payment method.

To avoid this, we'd recommend exiting out of the Shop Pay pop up and then all of our payment methods including, PayPal, ZipPay, AfterPay etc should pop up!

Question 58

I've sent an email, how long will it take for a reply?

Accepted Answer

We've tried to pack lots into these FAQs, we encourage you to have a read through here first or try searching in the search bar for your question.
If we haven't covered what you're after, please reach out to us at hello@proudpoppyclothing.com.au we recommend including as much information as possible to make sure we can help you quickly.

Question 59

Are the items in my cart reserved?

Accepted Answer

Unfortunately not, your items are not secured until payment is made and your order confirmation is sent as we are a live website. It's first in best dressed (literally!) 👗

Question 60

International customer, how do I return?

Accepted Answer

New Zealand, US and Rest or World customers are now able to submit their returns via our online returns portal - YAY!

Submit your return here. 

Note: 
- International customers must arrange their own return shipping 
- Exchanges are currently unavailable for international customers. If you are worried about missing out, we highly recommend re-purchasing while the stock is still available online and opting for a refund for your return. 
For further information and to review our full return criteria please visit our returns centre here.

Question 61

Where are your stores located?

Accepted Answer

Our mission is to bring a Proud Poppy store to everyone's home town. Currently, we have 3 stores across Australia with the plan to expand!

You can read more about our stores here: https://proudpoppyclothing.com.au/pages/our-stores

We LOVE to pop up in next locations too, you can read more about our pop up shops here: https://proudpoppyclothing.com.au/pages/proud-poppy-pop-up-shops

We cannot wait to welcome you in store very soon! 👚 

Question 62

How do I understand my shipping confirmation?

Accepted Answer

Once you have placed your order, sit tight, our warehouse fairies are preparing your order with love!

If you have selected shipping, you will receive a shipping confirmation with your tracking link as soon as your order has left the building. Please allow 24 hours for the tracking link to update.

If you have selected local pick up at our Doreen Store, we will email you when your order is ready to collect.

Question 63

Do my Proud Points expire?

Accepted Answer

Yes, your points will expire 12 months from the date you earned them. Once you've converted your points to a voucher, that unique voucher code has no expiry - great to keep up your sleeve for next time. BUT, we're confident it won't last long 😉

If you have lost your voucher code, don't sweat it, get in touch and we can retrieve this for you!

Question 64

Can I amend my order?

Accepted Answer

Typically, once an order has been placed, we're unable to make changes, but we'll try our very best to help! Please send us a message with your request for an amendment, and we'll get back to you as soon as we can.

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