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Shipping policy

Last updated: 6 October 2026

This Shipping Policy applies to orders placed through pippoppy.co.uk, operated by LUDMILA KONS LTD.

1. Delivery Area

Pip & Poppy currently delivers exclusively within the United Kingdom.

Orders placed with a delivery address outside the United Kingdom may be cancelled and, where payment has already been taken, refunded.

2. Shipping Costs and Delivery Methods

We offer free tracked standard delivery throughout the United Kingdom.

Final delivery may be carried out by Royal Mail or by other couriers and logistics partners appointed by Pip & Poppy.

In some cases, an international logistics partner may handle part of the shipment before it is transferred to the courier responsible for final delivery within the United Kingdom.

Any alternative or additional delivery services, together with any applicable charges, will be clearly displayed before you complete your order.

3. Order Processing

Once you have completed your purchase, you will receive an order confirmation at the email address provided during checkout.

Orders are processed as quickly as reasonably possible. Processing times may be longer during promotional periods, public holidays, periods of unusually high order volumes or other exceptional circumstances.

Once an order has entered processing, it may no longer be possible to amend or cancel it.

If you notice an error in your order details, please contact us as soon as possible at support@pippoppy.co.uk.

4. Delivery Times

The estimated delivery time applicable to your order will be shown on our website, product page, during checkout or in communications relating to your order.

Unless expressly stated otherwise, delivery times are estimates and may vary depending on the delivery location, courier and other circumstances affecting transport.

Where no specific delivery date or period has been agreed, goods will be delivered without undue delay and, in any event, within the maximum period required by applicable UK consumer law.

Under UK consumer rules, where no alternative delivery period has been agreed, goods should normally be delivered within 30 days of the contract being entered into.

5. Tracking Your Order

Where tracking is available, the tracking number or tracking link will be sent to the email address used when placing your order.

After a shipment has been registered, it may take a few working days before the tracking system displays its first updates.

Where a shipment is handled by more than one logistics partner, different stages of delivery may appear through separate tracking systems.

6. Split Shipments

In some circumstances, an order may be divided into more than one shipment, for example where products are handled by different fulfilment centres or become available at different times.

In such cases, you will not be charged any additional delivery fees.

Each shipment may have its own tracking number and may arrive on a different day.

7. Delivery Address

Customers are responsible for ensuring that the information entered when placing an order is accurate and complete, including:

  • full name;

  • house number and street address;

  • postcode;

  • town or city;

  • email address;

  • telephone number, where requested.

If you notice an error, please contact us as soon as possible at support@pippoppy.co.uk.

We will make reasonable efforts to correct the information, but we cannot guarantee that changes can be made after an order has been processed or handed over to the courier.

If a parcel is returned because the delivery address provided was incorrect or incomplete, we will contact you to arrange an appropriate solution.

8. Delivery Delays

Delivery times may be affected by circumstances including:

  • unusually high shipment volumes;

  • public holidays;

  • severe weather conditions;

  • customs or security checks, where applicable;

  • transport or courier service disruptions;

  • incorrect or incomplete delivery information;

  • other circumstances outside the reasonable control of Pip & Poppy.

If your order is significantly delayed, please contact support@pippoppy.co.uk and provide your order number.

We will investigate the shipment with the courier or logistics partners involved.

If your order is not delivered within an agreed delivery period, you may have rights and remedies available under applicable UK consumer law.

9. Lost Parcels

The risk of loss or damage to products remains with Pip & Poppy until the goods come into the physical possession of you, or a person identified by you to receive them, except where UK law provides otherwise.

If the tracking information shows that your parcel has been delivered but you have not received it, we recommend first checking:

  • with other members of your household;

  • reception, concierge or building management, where applicable;

  • any collection point indicated by the courier;

  • any safe place where the courier may have left the parcel.

If you are still unable to locate your parcel, please contact support@pippoppy.co.uk as soon as possible.

We will investigate the matter with the courier.

If the shipment is confirmed as lost, we will resolve the matter in accordance with applicable UK consumer law, which may include arranging a replacement or issuing a refund depending on the circumstances.

10. Damaged Parcels, Missing Items or Incorrect Items

If you receive a damaged or incorrect product, or if an item is missing from your order, please contact support@pippoppy.co.uk as soon as possible.

Please provide your order number and, where possible, clear photographs showing:

  • the product received;

  • the packaging;

  • the shipping label;

  • any visible damage.

We recommend keeping the packaging until the matter has been resolved.

Where the issue results from delivery arranged by us or from an error in fulfilling your order, the matter will be handled at no additional cost to you, in accordance with applicable UK consumer law.

11. Uncollected or Refused Parcels

Failing to collect or refusing delivery of a parcel does not automatically constitute a valid exercise of your right to cancel an order.

If you wish to cancel or return your purchase, please follow the procedure set out in our Returns & Refunds Policy.

For most online purchases covered by the UK Consumer Contracts Regulations, consumers have a statutory cancellation period which normally ends 14 days after the goods come into their physical possession, subject to applicable exceptions.

Where an uncollected or refused parcel is returned to us or to our logistics partner, we will review the circumstances and handle the matter in accordance with applicable law and our Returns & Refunds Policy.

Any costs charged to the customer will only be applied where permitted by law and where the customer was properly informed of such costs.

12. Contact Us

If you have any questions about an order or delivery, please contact us:

Pip & Poppy
Operated by LUDMILA KONS LTD
Company Registration Number: 17500066
Registered Office Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@pippoppy.co.uk
Website: pippoppy.co.uk

Important: the registered office address shown above is an administrative address and is not a returns address.

Please do not send products to this address.

The correct returns address and return instructions will be provided in accordance with our Returns & Refunds Policy or by our customer support team where applicable.