How do I make a return?
To request a return, head to our Returns page for more information on the process. You can also reach out to our Customer Hospitality Crew via email@example.com. They would be happy to walk you through the steps and process your refund for you.
Once that's completed, we’ll send you a prepaid shipping label with return instructions.
What is your exchange policy?
We don't offer direct exchanges at this time, we suggest you return your original purchase for a full refund in store credit before ordering a new size or color.
To begin the process, please reach out to our Customer Hospitality Crew @ firstname.lastname@example.org
Once the return has been processed, and your refund issued, you will receive an email notifying you that you're able to reorder using your store credit and complimentary U.S. shipping.
When can I expect to receive my refund?
Please allow 1-2 weeks for us to receive your returned item and process your refund. We'll send an email once the returned item(s) have been received and your refund has been processed.
How do I return a gift?
We offer store credit for gift returns. Head on over to our Returns [LINK] page to begin the process.
Both digital and physical gift cards are non-refundable.
What if I received a damaged, defective, or incorrect item?
If you have received a damaged, defective, or incorrect item, contact email@example.com with a photo of the damaged, or the wrong item you received, as well as your order number. We’ll take care of you!
May I combine multiple return orders in one return package?
Due to the complexity of our returns process, we ask that you please refrain from combining returns from multiple orders in one return package.
If you initiate a return for store credit, we'll waive that $6 restocking fee and grant free US shipping on your next order.
Can I change/cancel an order?
Once an order has been placed, we can cancel, edit the address you’ve entered or the items within the order within one hour of the order being placed.
If you have any questions, please send us an email at firstname.lastname@example.org.
How long before my item ships?
All in-stock orders (both standard and expedited) are processed within 1-2 business days.
Note: if you place an order after 12pm PST on a Friday, your order may not be shipped until the following Monday.
What forms of payment do you take?
We accept payments from Visa, Mastercard, Discover, and American Express as well as payments via PayPal.
What are your shipping methods and how long does it take to receive my package?
We process all orders within 24-48 hours. Economy domestic shipping, and all PO Box orders, are shipped via USPS. Within the continental U.S. this takes 5–10 business days, while shipping to Alaska, Hawaii, and U.S. Territories takes 2–4 weeks. We also offer two faster shipping options via USPS. Standard U.S. shipping takes between 4-6 business days. Express U.S. shipping takes 3-4 business days.
USPS Worldwide Expedited $15.00 flat rate | 5-10 Business Days
Unfortunately, we can not guarantee international shipping deliveries due to customs and duties of different countries. Please take a moment to understand your specific country’s international customs and duties guidelines with shipments coming from the United States.
Customs and Taxes
Your order may be subject to custom fees or taxes which are levied once a shipment reaches your particular country. Please contact your customs office for a specific amount and percentage breakdown.
How much does shipping cost?
Domestic First time orders and orders with two or more items receive free economy US Shipping. Standard U.S. Ground Shipping costs $9.95.Express U.S. Shipping costs between $14.95 and $19.95 based on your location and the weight of your order.
International For orders shipping to Australia, Canada, China, Hong Kong and countries in the European Union (excluding Switzerland), we offer standard shipping for a flat fee of $15 per order and expedited shipping for a flat fee of $75 per order. Please ask our Customer Hospitality Crew for a list of countries we ship to. Orders over $100 USD (excluding duties, taxes, and shipping) will receive free standard shipping.
For all other international countries, we offer expedited shipping for a flat fee of $25 per order. Orders over $500 USD (excluding duties, taxes, and shipping) will receive free standard shipping.
Where is my order?
For all shipped packages, we’ll send you the tracking number in an email. If you want to change the address or simply learn the whereabouts of your order you can contact the carrier.
U.S. Postal Service: 1-800-222-1811
What is a preorder or backorder, and when will my item ship?
We offer some items for sale before they actually arrive. When you preorder these items, we’ll ship them out 1–2 business days after they become available at our warehouse.
You can tell if you’re purchasing an item that is a preorder item on both the product page and at checkout. Once you’ve placed your order, we’ll make sure to send you a shipping confirmation email once the item leaves our warehouse.
Can I include a gift receipt with my order?
We do not offer separate gift receipts at this time.
Do you offer gift cards?
We offer digital gift cards for $25, $50, $100, and $200. Digital gift card purchases are non-refundable. Gift cards are only valid if purchased directly from Poplinen or authorized resellers of Poplinen gift cards. Poplinen is not responsible for gift cards that are purchased from unauthorized sources, and purchasing gift cards from unauthorized sites is at your own risk.
Where can I find my tracking? We will send you your package’s tracking number in a shipping confirmation email once your order leaves our warehouse.
What is Poplinen’s phone number? N/A