Faqs
WHO CAN I ASK FOR HELP WITH MY ORDER?
Ask us anything at info@poppylissiman.com: your order, a style, whether the colour is too much (it isn’t).
We’re in Australia and answer on weekdays, so give us up to 48 business hours to get back to you.
WHERE IS MY ORDER CONFIRMATION EMAIL?
It’s most likely in your junk or spam folder, sitting with the newsletters you never signed up for.
If it isn’t there, there may have been a typo in your email address at checkout. Email info@poppylissiman.com and we’ll look into it.
I ENTERED MY SHIPPING ADDRESS WRONG! CAN I CHANGE IT?
Email info@poppylissiman.com as soon as you can and we’ll do our best to change it before your order ships.
Already shipped? Contact the carrier on your tracking email: DHL Express, or ECMS for the UK’s Express Shipping option.
We can’t promise a change once your order is confirmed, so a quick check before checkout helps.
CAN I CHANGE ITEMS IN MY ORDER?
Once it’s confirmed, it’s locked in.
We can’t change items after checkout, so that your order can ship as quickly as possible.
Choose the colour, size and quantity like you mean it.
WHEN WILL MY ORDER BE SHIPPED?
Most orders leave our warehouse within one business day.
Sales, pre-orders and holidays can add a few days.
WHERE DO YOU SHIP ORDERS FROM?
Most orders ship from our warehouse in Hong Kong, the rest from our head office in Australia.
DO I HAVE TO PAY DUTIES AND TAXES?
UK and EU prices include VAT, and we pay the import charges, so there’s nothing more to pay when your order arrives.
Shipping somewhere else? Your country may charge duties or taxes on arrival. They’re set by your customs office, not by us.
WHY CAN’T I CHECK OUT A SINGLE KEYCHAIN?
A keychain needs something to hang off, right?
Our minimum order for delivery is £60 in the UK and €70 in Europe, so add another piece to your bag and you’ll be able to check out. Orders of £300 or €300 and over ship free.
WHEN DO YOU RESTOCK?
Sold out means you weren’t the only one with good taste.
If it’s still on our site, it usually means we’re making more. Tap NOTIFY ME on the product page and we’ll email you the moment it’s back.
WHAT DOES MY TRACKING UPDATE MEAN?
Your tracking link is emailed or texted to you once your order has been dispatched. Orders travel with DHL Express, or ECMS for the UK’s Express Shipping option.
If your tracking hasn’t moved for a few days, or says you need to reschedule your delivery, contact the carrier and quote your tracking number. If you’re still stuck, email info@poppylissiman.com and we’ll chase it for you.
CAN I PUT MY PRESCRIPTION LENS IN YOUR EYEWEAR?
Almost all our acetate frames can take prescription lenses. We don’t fit them ourselves, but take your pair to your optometrist and they should be able to. Same frames, and now you can read the menu.
IT’S BEEN OVER 14 DAYS. CAN I STILL RETURN MY ORDER?
Sorry, not for change of mind: returns close 14 days after your order arrives.
Faulty piece? That’s different. Email info@poppylissiman.com with your order number and photos and we’ll make it right.
ITEMS FOR PRE-ORDER
Now and then we release a popular style for pre-order. If your order also has pieces that are in stock, we usually wait and send everything together.
If you need the in-stock pieces sooner, email us and we may be able to split the delivery for an extra shipping fee.