WAIT!

We'd love to help - but before you send us an email, chances are that your question may already be answered in our handy help guide, listed below. If not, please scroll down for the Contact Form.

1. Will you send me some free samples?
2. Have you got the lipstick (or whatever) I am looking for?
   
3. How much will shipping cost?
4. What payment types do you accept?
5. How long will my order take to arrive?
6. What if my order hasn't arrived in the estimated time?
7. Where do you ship to?
8. How safe is it to use my credit card on Smart Poppy?
9. What if I don’t like what I ordered?
10. What about if the product breaks, is faulty, or is not what I ordered?
11. Do you sell products wholesale?
12. How do you keep your prices so low?

 

Will you send me some free samples?

Smart Poppy has made the decision not to send samples out to people as this would increase our expenses, and would mean our prices would have to rise to cover the costs. We are taking every measure possible to keep our costs low for you.We do not offer free samples unless specified on our website for a limited time as part of a promotion. In most cases the items we sell are widely available in retail outlets, should you wish to check colour or scent.

Have you got the lipstick (or whatever) I am looking for?

Please don't email us with this question - we PROMISE that whatever we have in stock, it's already on the website. If you don't see it, we don't have it.
We DO however listen to customer requests - feel free to let us know what brands or items you'd like, because every voice that we hear tells us what our customers want, and influences what stock we purchase. We do want to please you!

How much will shipping cost?

How long will my order take to arrive?

Please always allow 2 working days for processing of your order. After that, times are as follows:

Please contact us if you want your order sent by carrier pigeon. We don't take any responsibility for stains on the packaging for orders sent this way.
 

What if my order hasn't arrived in the estimated time?
Please contact us if this happens. Please remember that Express Post Platinum is the only postage service we offer that has guaranteed delivery. To avoid risking items going lost in the post we urge you to select Express Post Platinum.

Please firstly check your account details in your Smart Poppy account information to ensure your address was given to us correctly. If so, and your package has taken more than a week to reach you (allow 2 working days for processing) then please contact us straight away, to let us know your package is late.

After that, there are a couple of things you can do. Firstly you should ask at your local post office whether they are holding anything for you, in case a card was left and you somehow did not receive it. If they don't have anything waiting for you, ask them to give you the name of the Australia Post collection centre that distributes the local mail and you may be able to contact the centre to see if there are any packages in your name there. This may well yield results.

It's rare for packages to go missing completely and never show up, but on the odd occasion, it does happen. Also, it is advisable to wait at least a week, in case your package was given a scenic tour of the local area by Australia Post on its way to you. This is unusual but can happen at times, and it's wise to rule this error out before assuming the package has been lost.

Please note that all packages not sent Express Platinum carry an element of risk. Occasionally packages are lost in the post and this is, unfortunately, a symptom born of living in an imperfect world run by those pesky, fallible human beings. Platinum packages that do become lost are the only orders that are eligible for full replacement, and this is subject to stock availability.

Where do you ship to?
We ship to all locations within Australia. We do not ship internationally. We may introduce this in future however right now, it is not possible within our current shipping structure.
 

How safe is it to use my credit card on Smart Poppy?
It is very safe to use your credit card for making payments on Smart Poppy. Our orders are processed through the Eway system which is SSL encrypted.
SSL (Secure Socket Layer) encrypts data, like credit cards numbers (as well other personally identifiable information), which prevents the "bad guys" from stealing your information for malicious intent. You know that you're on an SSL protected page when the address begins with "https" and there is a padlock icon at the bottom of the page. Look for the HTTPS and the padlock during checkout.
 

Your browser encrypts the data and sends to the receiving Web site (2Checkout’s billing system). The SSL certificate helps to prove the site belongs to who it says it belongs to and contains information about the certificate holder, the domain that the certificate was issued to, the name of the Certificate Authority who issued the certificate, the root and the country it was issued in. This means your personal information is very safe, and is not revealed to anyone except the the credit card billing site.
All transactions are settled in Australian Dollars ($AUD).

What if I don’t like what I ordered?
We hope you love everything you purchase from us. However, we realize that sometimes things don't work out, so we offer a no-questions-asked return policy, whereby you can return anything you have ordered from us, in exchange for store credit, not including the shipping costs. However there will be no returns on sale items except as required by law.
We strongly suggest that you find out your skin type before selecting any skincare products, as this will make it much easier for you to be able to select products that will suit you. If you'd like us to recommend the products that will be best suited to your skin, please contact us.

What about if the product breaks, is faulty, or is not what I ordered?

30-Day No Risk Money Back Guarantee
With our guarantee, contact us within 30 days of your purchase:
notify us by email of the reason for return,
and then return your item, properly packed (see below), with a copy of the invoice.

We're happy to provide a refund, replacement, or store credit. Please provide any instructions for specific details of a refund (eg your bank account details) or a replacement, to us in your package.

NB: Product must be less than 25% used AND must be
returned with original packaging including any bubble wrap,
packing foam, box etc., including Smart Poppy Pink box/bag.
Return postage is at the customer's expense.

Please note this guarantee is void if:
1. we consider the customer has incurred damage to the product.
2. the item is not wrapped protectively
3. the item has parts missing, OR lid not on properly, OR not in original packaging.
4. copy of invoice is not included
5. instruction to returns dept. is not included. If you paid by bank deposit, you must send us your bank details to get your money back.

Post your item to:
Smart Poppy
c/- PO Box 63
Haberfield NSW 2045

Do you sell products wholesale?

We do not sell wholesale, however, you will often find our prices are at or below wholesale prices. So do go ahead and place a large order!

How do you keep your prices so low?

When you got to DFO or other Factory Outlet type shopping centres, you go for the cheap prices. You know that when you get there, the decor may not be as spiffy as the regular shop, there might be boxes half unpacked, and the range will not be complete. But you know it will be cheap, and you're sure to get a bargain! That's the whole point of a Factory Outlet. Smart Poppy is a little like that, only prettier, and pleasant to shop at!

As a discount outlet, we only buy products we can sell to you at ridiculously low prices! Our aim is to sell to you at around half the retail price. Occasionally this is not possible but that is what we always strive to bring you. Great, isn’t it!

Because we’re an outlet, you will find that the makeup often doesn’t come in a box, or the box is damaged, or the product’s packaging has some cosmetic damage which has not affected the actual product you paid for. But the products are brand new, and the box is thrown away as soon as you rip it open! We saved you the trouble :)

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