Shipping & Returns
Everything at Popplestone Studio is made by hand on the Isles of Scilly and sent to you from the islands. Here’s what to expect once you’ve placed an order.
Shipping
We ship to the UK and Europe with Royal Mail. Orders are packed and posted from the Scilly post office within 5 working days of receiving your order, then travel to the mainland and on to you. A tracking number is sent with every order.
UK delivery is a flat rate of £4.65, and free on orders over £100.
Delivery to Europe is a flat rate of £12 with Royal Mail International Standard, and usually takes 6 to 7 working days.
Because parcels leave the islands by boat or plane, it can take a little longer, and winter weather can occasionally cause delays.
Any customs paperwork for Europe is completed for you at the post office. Orders shipped to Europe may be subject to import taxes, duties or handling fees charged by the destination country. These aren’t included in our prices and are the customer’s responsibility.
Returns
If you change your mind, you may return any unused item within 14 days of receiving it, as long as it’s in its original packaging.
Commissioned and custom-made items can’t be returned.
For hygiene reasons, earrings can’t be returned either.
Return postage is the customer’s responsibility, except for faulty goods. Please package returns securely and keep a certificate of posting, as we can’t be responsible for goods lost in transit.
Once your return has been received and inspected, we’ll send your refund. How long it takes to reach you depends on your bank. Requests made after 14 days can’t be accepted.
Collecting from the shop
You can pick up your order for free from The Makery on Garrison Lane. Emma will message you as soon as it’s ready.
Bespoke orders
Bespoke and custom-made items are handled separately, and timelines depend on the project. Emma will let you know what to expect when you get in touch.
Damaged or faulty items
If something arrives damaged or faulty, please contact us straight away using the contact form or at emma@popplestonestudio.com, and return it within 14 days of receiving it. We’ll ask for photos, and sometimes a short video, to see what’s happened. Emma will then replace the item, or refund you if a replacement isn’t possible.