FAQ
| Which payment method do we support? | We accepts Paypal, Visa, MasterCard, Klarna, Afterpay, American Express, Diners Club, JCB, Discover and other major payments. If you have trouble paying via credit card, please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card or payment method. If the above instructions fail, please contact your bank or contact us with as much detail along with the error messages so that we may assist you. |
| Why does my order say "Unfulfilled"? | No need for alarm, this means your order is progressing through our normal fulfillment process. If you ordered any items on backorder, your order could remain in this status for 3-7 days during which time we are producing and packaging your items for shipping. |
| Can I change the receiving address of the order? | We aim to pack and ship out your order as quickly as possible. If you need to change your receiving address, please contact our customer service personnel within 24 hours after placing the order and provide a new receiving address. Our customer service personnel will handle it for you. Please note that we can only change your address before the products are unpacked and shipped, so it is important to contact us as soon as possible to make the change. |
| Can I cancel the order after I place the order? | We aim to pack and ship out your order as quickly as possible. If you need to cancel your order, please contact us within 24 hours of placing the order at support@cottonpoppy.com . Orders canceled within 24 hours will receive a full refund. For orders canceled after 24 hours but before shipment, a 15% cancellation fee will be applied. Unfortunately, we cannot cancel an order once it has been shipped. |
| Incorrect item in your order | Unfortunately on occasion our warehouse may send out an incorrect item. If this has happened to your order, please contact our Customer Care team via support@cottonpoppy.com so we can sort this out as quickly as possible. Include your order number, the name of the item you ordered and the code on the tag of the item you received. |
| Missing an item from your order | If an item is missing from your order, please contact our Customer Care team via support@cottonpoppy.com with your order number and the name of the missing item. We will resolve this issue as quickly as possible. |
| How to use "Coupon Code"? | You can apply coupons and bonus points to your order at checkout. Once you’ve entered your coupon code, click “apply” and the discount will automatically adjust your order total. Please note that if you do not click ”apply” before continue checkout, your order total will not reflect coupon and Bonus Point discount. NOTES: Please make sure that you enter the coupon code exactly as you received it, with no space before, within, or after it. To avoid errors, we recommend you to copy/paste the promotional code you received. Coupons cannot be combined. You can only use one coupon code per order. Coupons are subject to offer terms. This does exclude some items on our website which are not eligible for coupon discounts. |
| How do I track my order? | As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that you will be able to track your order in “Track My Order" menu by copying the tracking number from order details or Notification Email. Please allow up to 72 hours for tracking to activate. |
| How do I make a return? | Before returning items, follow the instructions on our Returns page here. We strongly advise you to retain a copy of the tracking/serial number of your return package to allow for easier tracing. |
| What is status of my refund? | Refund to credit card, the whole process may take 10-30 business days as your card bank needs to process the refund to you. We could refund to your card account in 24 hours. But your card bank needs 10-30 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information. We apologize genuinely for the inconvenience caused and thanks for your kindly understanding. |