Here to help
Questions about an order or dreaming up something custom? We are here to help make your experience thoughtful from the first message to delivery.
Contact our teamCustomer support
Send a message using the form below. For email, contact support@poppieces.store.
Have an idea for personalized furniture, artwork, or a one-of-a-kind creation? Initial inquiries and quotes are free, with no obligation to purchase.
Share your ideas, measurements, preferred colors, and inspiration photos so we can understand what you have in mind.
Request a custom pieceAfter quote approval, choose either payment schedule:
Both options have identical pricing and cancellation terms.
Clear, considerate policies
Full deposit refunds are available before design work, material purchases, or production expenses begin. After work or expenses begin, reasonable documented, nonrecoverable cancellation charges may apply, up to 50% of the item price, subject to agreed terms and applicable law. The full 50% is never automatically forfeited, regardless of deposit option.
Regular collection orders canceled before work or nonrecoverable expenses begin qualify for a full refund. Once material purchases or production begin, cancellation charges may be up to 25% of item price, based on reasonable nonrecoverable costs and accounting for reusable or resellable materials. This is not an automatic charge.
A proposed 14-day return request window for regular, non-custom products is pending owner approval. Eligible change-of-mind returns must be unused and undamaged. Contact support before returning; customers cover ordinary return shipping where permitted and disclosed. Refunds follow inspection. No automatic restocking fees. Completed personalized pieces are generally final sale for change-of-mind returns, subject to applicable law. The 25% production cancellation fee does not automatically apply to returns.
Please report issues preferably within 7 days with order details and photos. This timeframe does not limit legal rights. For minor damage, we may offer a free repair, replacement component, or agreed partial refund. For significant damage, an appropriate replacement or full refund may be offered. Custom pieces may be repaired or remade; a full refund is provided when an appropriate solution is unavailable or legally required. You will not pay necessary return shipping for verified damaged, defective, or incorrect orders.
Handmade production times vary by product, size, and complexity. Production time is separate from shipping time. We package orders carefully and share order updates as they are available; delivery timing depends on the order and destination.
Review the store policies for more information:
Quick answers
Yes. Initial inquiries and quotes are free, and there is no obligation to purchase.
Choose 25% upfront, 25% before materials or production, and 50% before shipping or pickup; or 50% upfront and 50% before shipping or pickup. Pricing and cancellation terms are identical.
Payment stages depend on the option selected and are described in your approved quote: before material purchase or production, and before shipping or pickup.
Refunds and any possible charges depend on whether design work, purchases, production, or nonrecoverable expenses have begun. Charges are not automatic and are subject to the agreed terms and applicable law.
The proposed 14-day request window for regular, non-custom items is pending owner approval. Contact support before sending anything back. Custom pieces are generally final sale for change of mind, subject to applicable law.
Contact support with your order details and photos, preferably within 7 days. This timeframe does not limit your legal rights.
Production and shipping are separate. Handmade production time varies by product, size, and complexity, and shipping timing depends on your order and destination.
Use the contact form above or email support@poppieces.store.
Made with you in mind
We would love to hear about the piece you are imagining.
Request a custom piece