Frequently Asked Questions (FAQs)
You should find the answers you need here. Please contact us if you have any further questions.
1. What if I forget my password?
Go to the My Account login page and select the password-reset option. Enter the email address linked to your account, then follow the instructions in the email we send you.
2. Can I come back to my order at a later date?
You can continue browsing before you check out. Items placed in your shopping bag are not reserved and may sell out before you complete your order.
3. How do I log out?
Open My Account and select the log-out option. When using a shared or public device, close the browser after logging out.
4. Can I cancel my order?
Please contact us as soon as possible if you wish to cancel an order. We cannot guarantee that we can stop an order once it has entered processing or has been dispatched.
For online, telephone or postal orders, you normally have the right to cancel up to 14 days after receiving the goods, subject to statutory exceptions. After telling us that you wish to cancel, you normally have a further 14 days to return the goods. Unless the goods are faulty, incorrect or otherwise agreed, you may be responsible for the return postage. Please see our Returns Policy below for more information.
5. How do I make changes to my order?
Please contact us as soon as possible. Once an order has entered processing, we may be unable to amend it. If we cannot make the requested change, you can return eligible unwanted items in accordance with our Returns Policy.
6. Are my personal details secure?
We use appropriate security measures to protect personal and payment information. For more information about how we collect, use and protect your data, please read the Privacy Policy linked in the website footer.
7. How do I manage the emails I receive?
We will send service emails relating to your account and orders, such as order confirmations and dispatch updates.
You can subscribe to marketing emails using the email sign-up form on the website. You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email.
8. How much do you charge for delivery?
The delivery options, charges and estimated delivery times available for your order are shown at checkout before payment. Availability and cost may vary according to the delivery address and the items ordered.
For deliveries outside the UK, the recipient may need to pay local import taxes, customs duties or other charges. These charges are set by the destination country and are the customer’s responsibility. Please contact the relevant local authority for guidance before ordering.
9. I have a free-delivery promotion code. How do I use it?
Enter the code in the promotion-code box at checkout and select Apply. Any minimum spend, delivery-method or geographical restrictions stated in the offer will apply. Check that the discount has been applied before completing payment.
10. Do you deliver to my area?
Enter your delivery address at checkout to see whether delivery is available and which options can be offered. Delivery availability may depend on the destination and the items in your order.
11. Do you deliver to British Forces Post Office (BFPO) addresses?
Enter the BFPO address at checkout to see whether delivery is available and which charges apply. Availability may depend on the destination and the items in your order.
12. Can I send an order to more than one address?
Unfortunately, we cannot split a single order between multiple delivery addresses. Please place a separate order for each address.
13. What happens if I am out when you deliver?
The delivery carrier will follow the options available for your service, which may include leaving the parcel in a safe place, attempting delivery with a neighbour or taking it to a local collection point or depot. Please follow the instructions in the tracking update or delivery card.
14. Where is my order?
Check your dispatch email for tracking information. If you ordered through an account, you may also be able to view the order in My Account under Order History.
If the estimated delivery date has passed or an item is missing, please contact us through the Contact Us page as soon as possible.
15. Where will my money go?
One hundred per cent of the profits from every purchase made at the Poppyscotland Shop go directly to Poppyscotland, helping to fund its valuable work supporting current and former members of the Armed Forces and their families.
By shopping with us, you are helping Poppyscotland provide holistic and bespoke support in recognition of the Armed Forces community’s service and sacrifices.
16. Can you claim Gift Aid on my order?
Gift Aid cannot be claimed on payments for goods. If you make a separate eligible donation and a Gift Aid option is offered, you can complete the Gift Aid declaration so that Poppyscotland may claim Gift Aid on that donation. Eligibility conditions apply.
17. What does Poppyscotland do?
Poppyscotland provides support for current and former members of the Armed Forces and their families. Its support is holistic and bespoke, recognising the sacrifices and service of the Armed Forces community.
Find out more about Poppyscotland and its work on the Poppyscotland website.
18. How else can I support Poppyscotland?
There are many other ways to support Poppyscotland, including donating, fundraising and volunteering. Visit the Ways to Give section of the Poppyscotland website to find out more.
19. How do I place my first order online?
Browse the shop or use the search function to find a product. Select the product to view its details and available options, then add it to your shopping bag.
Continue shopping or open your shopping bag to review your items. When you are ready, proceed to checkout and follow the on-screen instructions to enter your delivery and payment details.
If you have a promotion code, enter it in the promotion-code box at checkout and check that it has been applied before paying.
20. Can I place an order offline?
Please use the Contact Us page to ask Customer Service whether offline ordering is available and to obtain the latest contact details and opening hours.
21. What forms of payment can I use?
The payment methods currently available are displayed at checkout. Select your preferred available method and follow the on-screen instructions.
22. How do I take advantage of special offers?
The terms of each offer will explain whether it is applied automatically or requires a promotion code. Make sure your order meets the offer conditions and check that the discount is shown before completing payment.
23. How do I use a promotion code?
Add the eligible items to your shopping bag and make sure that you meet the promotion conditions. At checkout, enter the code in the promotion-code box and select Apply. Check that the discount has been applied before completing payment.
24. What is your Privacy Policy?
The Poppyscotland Shop is committed to protecting your privacy. Please read the Privacy Policy linked in the website footer for information about how personal data is collected, used and protected.
25. What is your Returns Policy?
Your statutory rights are not affected by this policy.
Unwanted items: In addition to your statutory rights, eligible unwanted items may be returned within 30 days of receipt. Please return them with proof of purchase and, as far as reasonably possible, in their original condition with labels, tags and packaging intact. We may make a deduction if handling beyond what is necessary to inspect an item has reduced its value.
For an online, telephone or postal order, where offered, you normally have 14 days after receiving the goods to tell us that you wish to cancel and a further 14 days to return them. If the whole order is cancelled, we will refund the standard outbound delivery charge. Any additional cost for an enhanced delivery service is not refundable. Unless an item is faulty, incorrect or otherwise agreed, you are responsible for the return postage.
Items that cannot normally be returned because you have changed your mind include personalised or custom-made goods; perishable goods; sealed audio, video or software products once unsealed; and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Gift cards and donations are also non-refundable, except where required by law.
Faulty items: If an item is faulty, not as described or not fit for purpose, please contact us through the Contact Us page. You may be entitled to a refund within 30 days of receipt. After 30 days, you may be entitled to a repair or replacement and, in some circumstances, a refund or price reduction. We will cover reasonable return costs for faulty or incorrect items where agreed.
Refunds will be made to the original payment method. For a cancelled distance order, we will issue the refund within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier, subject to the applicable rules.
26. Can I exchange an item?
Eligible items may be exchanged within the returns period, subject to stock availability and the conditions in our Returns Policy. If an exchange is not available, we will offer a refund where applicable.
27. When will I receive my refund?
Refunds are made to the original payment method. For a cancelled online, telephone or postal order, we will issue the refund within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier, subject to the applicable rules. Other approved refunds will be processed without undue delay.
28. How do I check whether a product is available?
Products that are unavailable will be marked as out of stock on the website. Some products marked as Coming Soon may offer an email sign-up so that you can be notified when they become available.
29. Do you sell purple, white or other coloured poppies as well as red poppies?
The products currently available from the Poppyscotland Shop are shown on our website. If a particular coloured poppy is not listed, it is not currently available from us.
Poppyscotland’s official red Scottish poppy is a symbol of Remembrance and hope for a peaceful future, as well as an important fundraising symbol. You can read more about its history on the Poppyscotland website.