Shipping Policy

1. Overview

We offer two types of products through our website:

Bespoke & made-to-order items (e.g., conversions, vehicle-based products)
Merchandise & accessories (e.g., clothing, hats, bags)

These items are handled differently in terms of delivery and logistics. Please read carefully depending on your order type.

2. Bespoke & Made-to-Order Items (Collection Only)

Our large bespoke items are built to order and typically require specialist freight handling.

Delivery Method: These items are listed as “collection only” at checkout.
Shipping Quotes: If you require delivery, freight shipping can be arranged at additional cost, which will be quoted separately after purchase.
Customer Responsibility: It is the customer’s responsibility to arrange collection or accept freight shipping quotes provided by us. Poppin Rovers is not responsible for third-party freight delays or damages once collected.
Access Requirements: Ensure you have adequate space and access for safe transport and unloading.

If you’d like help arranging freight, please contact us before or after placing your order.

3. Merchandise & Accessories (Shipped Items)

We ship our merchandise and accessories across the UK and selected international destinations.

Shipping Times:

UK orders: 2–5 working days
International orders: 5–10 working days
You’ll receive tracking information once your order has been dispatched.

Shipping Costs:

Standard UK shipping: £3.99 flat rate (free on orders over £50)
International shipping: Calculated at checkout based on destination

Carriers Used:
We use Royal Mail, Evri, or DPD depending on package size and destination.

Processing Times:
Orders are usually dispatched within 1–2 business days. We do not ship on weekends or public holidays.

4. Combined Orders

If your order contains both a bespoke item and merchandise, they will be handled separately:

Merchandise will ship via normal courier service
Bespoke items must be collected or quoted separately for delivery

5. Delays & Tracking

We will notify you of any significant delays. Once a package is handed over to the courier, we cannot control transit times. Tracking info will be provided where available.

6. Damaged or Lost Parcels

If your merchandise arrives damaged or goes missing, please contact us within 48 hours of delivery.

Retain packaging and provide photos where possible.
We’ll investigate and offer a replacement or refund where appropriate.

Freight shipping of bespoke items must be covered by the customer’s or carrier’s insurance. We are not responsible for damage once collected unless arranged through a Poppin Rovers-managed service.

Returns Policy

1. Bespoke & Custom-Made Items

Many of our products are custom-built or made to order. Under UK Consumer Contracts Regulations, bespoke or personalised goods are not eligible for return or refund, unless they are:

Faulty
Damaged in transit
Not as described

By placing an order, you acknowledge and accept that made-to-order items cannot be cancelled or returned once production has started, unless a defect is present.

We will always confirm design details with you before production begins. If you have any questions about what qualifies as bespoke, please contact us prior to purchase.

2. Standard Returns (Non-Bespoke Items)

For eligible non-bespoke products, you have 14 calendar days from receipt of the item to request a return.

To be eligible:

The item must be unused, in its original condition and packaging.
You must provide proof of purchase.
You are responsible for return shipping unless the item is faulty or incorrect.

To initiate a return, contact us at hello@poppinrovers.co.uk with your order number and reason for return. We will provide instructions and return details.

3. Large & Heavy Item Returns

Due to the size and weight of certain items, return shipping may require specialist courier services. In such cases:

You are responsible for arranging return transport unless the item is faulty.
We can help coordinate collection, but the cost will be deducted from your refund unless the return is due to our error.
Any damage during return shipping (not arranged by us) may affect your eligibility for a refund.

4. Refunds

Once your return is received and inspected:

Approved refunds will be processed to your original payment method within 5–10 working days.
Klarna purchases will be refunded via Klarna. They will adjust your payment plan or issue a refund as applicable.
If your refund is delayed, please contact Klarna Customer Service directly: https://www.klarna.com/uk/customer-service/

5. Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, or not as described:

Contact us within 48 hours of delivery with photos and details.
We will cover the return costs or arrange a replacement.
You must retain all original packaging for inspection by our courier or insurance provider.

6. Right to Cancel (Consumer Contracts Regulations)

You have the legal right to cancel most non-bespoke orders within 14 days of delivery. This does not apply to:

Made-to-order or custom products
Items clearly personalised to your specifications

To exercise your right to cancel, you must notify us in writing (by email or post) within the 14-day period.

If you have any questions or need support with your return:

📧 Email: hello@poppinrovers.co.uk
📞 Phone: 01743 623996
🏢 Address: F1 Sinclair Way, Prescot, Liverpool, Merseyside, United Kingdom, L34 1PB