Percy Penguin Christmas Mug

Where should I send returns?

The Poppyscotland Shop, Adamsway, Mansfield, Nottinghamshire NG18 4FL, UK

If you are returning your order due to a fault or incorrect item, then please call The Poppyscotland Shop at 0300 1239 110 to arrange for a pre-paid label to be emailed or posted out to you.

In either case it is recommended that you receive a proof of postage from your shipper in case there are any problems in transit. We always try to process returns as soon as they arrive.

Exchanges and Refunds - Unwanted items

We want you to be completely satisfied with you purchases from the Poppyscotland Shop. If you are not completely satisfied with any item(s) within your order, please return in its original condition (including all labels, tags and wrapping intact) and with proof of purchase within 30 days of receiving your order and we will refund or exchange your item(s).

For Online and Telephone orders, we will refund Postage costs only where a full order has been returned within 30 days.

We are unable to reimburse any postage paid to return an item.

We are unable to offer an exchange or refund on items that are not eligible to be returned, unless faulty. A comprehensive list can be found below.

Once we have received the return this will be processed as soon as possible. If a refund has been issued, this should be expected in the same format as the original payment and will be within 14 days of the return being received.

Exchanges and Refunds - Faulty items

If an item you have purchased has developed a fault within 30 days of receiving your order, please return it with proof of purchase and we will refund or exchange your item.

After 30 days, we will offer a replacement item in terms of the Consumer Rights Act 2015.

If an item is being returned due to a fault, please contact the Poppyscotland Shop on 0300 123 9110 who will provide a pre-paid returns label.

We are unable to reimburse any postage paid to return an item.

Once we have received the return this will be processed as soon as possible. If a refund has been issued, this should be expected in the same format as the original payment and will be within 14 days of the return being received.

Items purchased at Physical Trading activities

Where an item(s) has been purchased at a Physical Trading activity, the Returns and Refund policy applies.

Please contact a member of the Customer Service team via the details on the Contact Us page for further assistance.

Items that are not eligible for exchange or refund unless faulty.

Products returned after 30 days.

Products where sealed packaging has been opened.

DVDs CDs, Vinyl and other media items.

Perishable goods with an expiry date.

Gift Cards, Virtual Gifts and Donations.

Products that include personalisation.

Products that cannot be returned for hygiene reasons:

Face Coverings

Hats

Pierced Earrings

Beauty Products

Bedding

When will I get my refund?

You can expect a refund in the same form of payment originally used for purchase within 14 days of receiving your return.

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us.

Deliveries outside of the UK

Items sold by the Poppyscotland Shop may be subject to local taxes and duties. Please be advised of the following regarding international deliveries:

• Import taxes and increased tariffs: Orders shipped outside of the UK may be subject to import taxes, custom duties, and fees levied by the destination country. Please not that several countries have recently increased tariff charges.
• Customer responsibility: We are unable to advise on specific costs or take responsibility for these additional charges. We recommend contacting your local Tax Office or Customs Bureau for the most up-to-date information before placing your order.
• Cancellations & Refunds: If you choose to cancel your order once it has been despatched, or if a delivery is refused due to unpaid custom charges, we are unable to refund any postal or shipping charges. Only the value of goods returned in their original condition will be eligible for a refund.

Deliveries to the EU

Due to changes made in 2021 the Poppyscotland Shop is not delivering orders into countries within the European Union. Please note the at the RBL's distribution of paper poppies to the EU is not affected by this.

A spokesperson for the Royal British Legion said:

‘The RBL’s distribution of paper poppies to the EU is not affected as a result of the UK leaving the European Union. Goods sold by our online Poppyscotland Shop to customers in the EU will be subject to the local rate of VAT and customs fees from 1st July. These costs are often higher than the value of the goods themselves and to pass them on to customers is not reasonable, therefore regrettably we are ceasing sales to customers in countries in the EU until such time as that legislation is reviewed.