Returns & damaged orders

30-day returns

You may request a return within 30 days of delivery for standard, non-personalized cards. Cards must be unused, unwritten, undamaged, and returned with the included envelope and any accessories. Please retain the original packaging where possible.

You may gently open a card to inspect its pop-up design. Inspection alone does not make it ineligible, provided the card remains in its original condition.

After receiving return instructions, send the approved items within 14 days. Use protective packaging and keep your shipping receipt or tracking number.

Damaged, defective or incorrect items

If your order arrives damaged, contains the wrong card, or has a faulty pop-up mechanism, please contact us as soon as possible—ideally within 7 days of delivery. Include your order reference and clear photos of the card, packaging, and shipping label. If photos are difficult to provide, contact us anyway.

We’ll review the issue and arrange a replacement at no additional charge or a refund for the affected item. If the replacement is unavailable, we’ll offer a refund. If we need the item returned, PopaLuma will provide a prepaid return label or agree to cover the return shipping cost before you send it.

Please keep the card and packaging until we confirm the next steps. Reporting after 7 days does not automatically disqualify a genuine defect claim; contact us so we can review it.

Missing items or a missing parcel

If an item is missing, send your order reference and tell us what you received. If tracking says delivered but you cannot find the parcel, check nearby delivery locations and with other members of your household, then contact us. We’ll help investigate with the carrier and review the appropriate resolution.

Return shipping and refunds

For a change-of-mind return, you pay the return shipping cost. Original shipping and handling charges are not refundable for change-of-mind returns. We do not charge a restocking fee.

For an incorrect, damaged or defective item, we cover any return shipping we require. If the entire order is refunded because of our error or damage, we also refund the original shipping and handling charge. For a partial-order issue, any shipping refund is assessed based on the circumstances.

We aim to inspect returns and issue approved refunds within 5 business days of receiving them, or within 5 business days of approval when no return is required. Refunds go to the original payment method. Your bank or payment provider may need additional time to post the credit.

Personalized cards, bundles and exchanges

Cards personalized with a printed or handwritten message, name, or custom design cannot be returned for a change of mind. We will still help with damage, defects, or an error made by PopaLuma. Written-on cards and cards damaged through use are not eligible for change-of-mind returns.

For bundle or discounted purchases, refunds reflect the amount actually paid for each returned item after discounts. To exchange a standard card, contact us first. We can help arrange a return and a new order; replacement stock is subject to availability.

Changes or cancellations

Contact us promptly if you need to change or cancel an order. We’ll help if packing or personalization has not begun. Cancellation is not guaranteed once preparation is underway, and an order cannot be cancelled after dispatch.

Need help?

Email support@popaluma.com with your order reference. Never include your full payment card number.

This policy does not limit any rights you have under applicable consumer law.