All Poppy Barley products are backed by our commitment to quality and craftsmanship. We offer free returns from anywhere in Canada and the USA.
Returns will be accepted for a full refund on all undamaged items within 30 days of the shipment date and/or receipt date. The shipping date can be found on your Shipping Notification email.
To qualify for a return the item must not be worn or damaged. All original tags must be attached and, if applicable, the stickers to protect the soles need to be on. Returned footwear must have unworn soles—if you are not sure you will keep your footwear please only wear the shoes on clean, carpeted floors. If the item is damaged or appears worn the item will not be able to be returned and will be shipped back to the customer.
Refunds will be made in the original form of payment and may take 5-10 business days to appear on your statement. Shipping fees for purchases are non-refundable.
Please note all US returns must be processed by our Concierge Team. To initiate a return please email concierge@poppybarley.com and include your order number, along with the item you are looking to return. Once we have received this you will receive a return shipping label and instructions on how to return your item.
What items are non refundable?
Any item that has signs of wear or damage will not be able to be returned. If you are not sure about your purchase please ensure the purchased items are only worn on a carpeted floor. Shoes that show outside wear will not be able to be returned.
Gift cards, and sale items purchased will be Final Sale. If you have purchased Sale items within two weeks prior to the promotion, you can receive the difference in Poppy Barley credit by emailing concierge@poppybarley.com.
Do you offer Exchanges?
We do offer exchanges for items. If the stock level of the item is above our available threshold it will show the item as available to do an exchange. You can either do a straight exchange for the same product or a different product. Based on price you will either be asked for payment or a refund of the difference will occur on the original form of payment.
If the stock level of the desired item is below the threshold you will not be able to do a direct exchange. At this time you will be required to do a return, in which you can choose to refund the original payment back onto the original form of payment or onto a gift card. At this point you can purchase the desired item through our website.
If you purchased your item using PayBright you will not be able to process an exchange through our return portal. Process a return for the item(s) purchased using PayBright, in which you can choose a return to the original payment back into the original form of payment. At this point you can then purchase the desired item on our website.
Do you offer exchanges for gifted items?
Any item that was purchased as a gift can be exchanged with the appropriate gift receipt. The item must meet the same criteria of all refunds including the item being unworn, undamaged and having all the original tags and stickers attached. The item can either be exchanged for an item of the same value, or the value of the item returned to a Poppy Barley Gift Card.
What if there is an issue with my item?
We are committed to quality. If your item has a quality issue, please visit us in-store with the item or email concierge@poppybarley.com with your order number, images and description of the item within 30 days of the quality issue arising.
Can I return an item I purchased in store online?
You can return an item that was purchased in store through our online returns portal. The return needs to occur within 30 days of the original purchase. The return needs to adhere to the returns guidelines as mentioned above. You will then be contacted by a member of our team to finalize the return over the phone. All refunds will go back onto the original form of payment. If you do not have the original form of payment the amount will go back on to a gift card of the same value.
If the item is worn or damaged the item will not be returned and will be shipped back to the customer.
Can I return an item I purchased online, in store?
Items purchased online can be returned to either Market Mall or Southgate locations. These returns must be brought into the store within 30 days of the shipping date and must not be worn or damaged. All refunds must have original tags and stickers attached to the item to show that they have not been worn outside. Items that display wear will not be available to be returned.
How do I return an item I purchased with PayBright?
All items paid for using PayBright (a layaway payments provider), must be returned through our returns portal online. PayBright returns cannot be refunded in store.
How do I return an item I purchased with BlackCart?
When your order was delivered, you should have received an email with the subject "How to keep or return items in your Poppy Barley order". Simply follow the "Process Returns" link to indicate which items you would like to return or keep. A prepaid shipping label will be generated to stick on the outside of the return package. Then drop off the return package at your local Post Office. It's that easy!
How does a return work if I paid with PayBright?
If you paid for your online order using Paybright (a layaway payments provider) you will be refunded in full for the payments you have made to date.
If you initiate the return close to the time when their next payment is due Paybright may process the next instalment payment before cancelling the transaction. This payment will then be included in the refund from Paybright.
Do you offer remakes on Made to Order Products?
For our made to order product, we can do Remakes where the product will be remade for you to the revised size or measurements. If you would like to do a remake and need to be remeasured please feel free to contact our team for any assistance.