We are based in Manchester, UK 🇬🇧

• We design, make & ship all our products/orders ourselves.

• We do not use production partners or dropshippers.

• All our engraved/printed products are engraved/printed in our home studio by James &/or Poppy.

• We do not outsource any of our making process and have invested in our own engraving & printing machines.

• We ship to UK, EU, EEA Europe (non EU), USA, Canada, Australia, NZ, Japan & Singapore.

We are a truly handmade, small business ✅

Our current processing time is :

☆ Jewellery : 1 working day
☆ Gifts : 1-3 working days.

🇬🇧 orders are shipped with RM48 as standard - 2-4 days.
• 🇪🇺 orders are shipped with International Tracked - 3-10 days.
• 🇳🇴🇮🇸🇨🇭orders are shipped with International Tracked - 7-20 days
• 🇺🇸🇨🇦 orders are shipped with International Tracked - 5-14 days.
• 🇦🇺🌏 orders are shipped with International Tracked - 7-21 days.

🇬🇧 - can upgrade to RM24 at checkout - 1 day (not guaranteed)
🇪🇺🇳🇴🇮🇸🇨🇭🇺🇸🇨🇦 - - can upgrade to expedited at checkout 3-9 days

**We are VERY busy at Christmas (Dec & late Nov). Processing time increases to 3-5 days at these times.

NB We can't see 'notes to seller' until we open your order to make it

At Poppy Kitten Designs, we - James & Poppy - are committed to providing a positive and inclusive experience for all of our customers.

While we welcome personalised/custom orders and strive to fulfil unique requests, we reserve the right to decline or cancel any order that may contain content deemed offensive, hateful, discriminatory, or in violation of ethical standards.

Our goal is to ensure a safe and respectful environment for everyone. If you have any concerns about the appropriateness of a particular request, please don't hesitate to reach out and we will be happy to advise and assist you in finding an alternative solution.

‘Estimated delivery dates’ are auto-generated by Etsy.

They are NOT 'get it by', 'should arrive by' or guaranteed delivery dates. They are just an estimate.

Unfortunately we can not remove/amend them; if we could, we would as they can be unrealistic - especially at Christmas. Please do not rely on them.

We cannot give guaranteed delivery dates - especially for international where parcels have to pass through customs, where delays can occur. We have no control over this.

As a general guidance, expect : our processing time +

🇬🇧 2-4 days
🇪🇺🇳🇴🇮🇸🇨🇭 3-10 days
🇺🇸 5-14 days
🇨🇦 7-14 days
🇦🇺🌏 7-21 days

**International shipping can take up to 25 working days. Parcels are not considered 'lost' until this time has passed

Occasionally parcels are returned to us as : the parcel was refused; not collected from the post office or address is incomplete/incorrect. If parcels are returned to us we will contact you immediately on arrival to let you know.

We can resend the parcel, but you will need to pay for re-shipping unless the error was our fault. It is the customer's responsibility to ensure the address is correct when placing the order & to check the order confirmation

We are happy to refund the cost of the items in the parcel (unless personalised) but not the original shipping if a parcel is returned for any of the above reasons.

All orders are tracked. It is the customer's responsibility to keep an eye on its progress & alert us to issues ASAP.

We reply to all messages ASAP (& always within 24 hours) but due to time differences around the world, we are sometimes unable to respond straightaway.

• Non Personalised Items :
Please let us know within 14 days of receiving your order if you would like to return it. You then have 14 days from then in which to return the order.

You are responsible for return shipping costs*

We refund (exc return postage) on receipt of the item(s).

Returned items must be unworn/unused & in a resalable condition.
NB we only refund standard postage, not upgraded/express.


• Personalised Items :
We do NOT accept returns/refund for personalised items *


*unless the error is our fault eg wrong item/customisation etc

It is the customer's responsibility to :

1) read the listing description & infographics properly & make sure they are clear on what the product/customisation actually is. Including sizes, colours, wording etc

2) to make sure the personalisation is provided exactly as they would like it engraved/printed.

3) to provide your personalisation in the format in which it is to appear on the product.

To avoid typos & mistakes, we copy & paste exactly what you enter into the personalisation box, so please do double check your request before checking out. We don't add/amend anything. We personalise with *exactly* what you write in that box.

Please reach out via convo & check with us if you are unsure, before placing your order.

From time to time, we do receive convos asking if we will do a discount for 2 or more items or a 'bulk order?'

The answer is always the same and it is the same answer for everybody : No.

This is something we are very strict about & there are no exceptions to this.

This would be totally unfair on other customers who purchase many items in their order at the advertised price.

Unless part of a 'sale' or 'special offer' which will be advertised in our shop and available to everybody - all our customers will pay the same price for the same item(s).

Our products are priced fairly & competitively for what we make, the quality of our items & the cost of production.

To prolong the lifespan of plated jewelry :

1) Don't wear your jewelry whilst sleeping, exercising, showering, swimming, applying lotion, perfume etc. It should be the last thing you put on & the 1st thing you take off.
2) Some people have more acidic skin - this causes plating to wear faster.
It can be months, weeks, days, sometimes, even hours. This is genetics & nothing you/we can do about this & doesn't mean the product is 'faulty'.
3) Some medications can affect the rate which plating wears away.

Unfortunately, ALL plated jewellery will wear eventually. This is unavoidable/inevitable, wherever you buy it from.

Therefore we strongly advise to choose sterling silver/pure gold for keepsake jewelry intended to last years.

Snapped chains are common with jewelry – both small shops like ours & expensive, luxury brands. Chain is not designed to & nor can it, stand much force.

A chain will snap because force has been applied - eg catching on clothing.
This is considered accidental damage, not a faulty product

Our chain is delicate. Dainty jewelry is very beautiful but the downside is that it can’t stand much force & will snap if caught.

Wire used to make chain is often less than 0.5mm thick (sometimes 0.1). This applies even if it’s pure gold/sterling silver, even if you paid a lot of money.

It’s easily done & it’s frustrating, but it's the nature of delicate jewelry.

Please bear this in mind when deciding whether to make your purchase.