Welcome to the Poppy+Lily Help Center. We are a small, artisan-owned heritage brand, and we are committed to ensuring your experience is as intentional as our products. Below you will find everything you need to manage your order and care for your products.
Contact Us
Have a specific question? We’re here to help. Because we are a small studio and hand-craft all our products in-house, please allow 48-72 hours for a response.
Shipping & Delivery
Processing Times:
Because we do not outsource or drop-ship, every order is hand-packed right in our studio. Standard processing typically takes 3-5 business days. During peak seasons or new launches, please allow a few extra days for us to hand-assemble your custom product boxes and 3D-printed components.
Shipping Methods:
We ship via USPS. Once your order is scanned by the carrier, you will receive an automated email with your tracking number.
International Shipping:
Currently, we ship to the United States only. As a USA-based company committed to sustainable growth, we focus on providing the best possible service to our domestic customers. We do not ship internationally at this time.
Crafted with intention. Rooted in resilience. Dedicated to the healing journey.
How do I determine my Formula ID? Our collection is categorized by clinical function. Use Formula D for barrier repair and dryness, Formula B for systemic brightening, and Formula T for targeted correction. We recommend starting with The Discovery Series to find your ideal protocol.
Can I layer Formula B and Formula D? Yes. For maximum results, follow our Phase 2 (Restore) with Phase 3 (Seal). Apply 2-3 drops of Formula B (Oil) followed by a measured amount of Formula D (Complex) to lock in active lipids.
Is the Cherry Blossom Collection part of the core line? The Cherry Blossom + Gardenia series is a Limited Botanical Release. While it integrates perfectly with our Formula A prep, it is a seasonal offering available in clear glass, distinct from our Matte Onyx signature line.
My airless pump isn't dispensing!
Don't worry—this is common with new airless bottles. Since there is no straw, a vacuum needs to be created.
Is my product box recyclable?
Our boxes are made from high-quality USA cardstock but finished with a Soft Touch or BOPP film for durability. To recycle, we recommend peeling the thin film away from the cardstock core. The paper core can then be recycled normally.
| The Details | What to Know |
|---|---|
| Small Batches | We keep our runs under 200 units so we can focus on quality and care. |
| Giving Back | 10% of every sale is donated to help families with mental health and recovery support. |
| Handmade | Everything is crafted with care using ingredients we’re proud to share. |
| Our Standards | We use cosmetic-grade ingredients for a safe, everyday indulgence you can trust. |
Due to the personal and hygienic nature of our cosmetic-grade skincare, all sales are final. We do not offer refunds, returns, or exchanges. We encourage you to review the full ingredient list for each product before purchasing to ensure it meets your skin's needs.
If your order is damaged during transit, please email us at hellopoppylily@gmail.com within 48 hours of delivery. Please include your order number and photos of the unused product and the original packaging so we can assist you.
We are unable to accept returns on certain items. These will be carefully marked before purchase.
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Because each product is handcrafted in small batches, please allow 3–5 business days for processing and fulfillment. Once shipped, domestic orders typically arrive within 3–7 business days via USPS or UPS, depending on the shipping method selected at checkout.
All Poppy+Lily products are designed and handcrafted in Orlando, Florida.
Every Poppy+Lily product is handcrafted in-house within our private studio and shop in the USA. We maintain complete control over the entire lifecycle of our products—from formulation to the final 3D-printed cap. Because we focus on small-batch, artisanal skincare, every item is made with personal attention to detail right here in our local community.
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
No. We are the sole supplier of our brand. When you order from us, you are receiving a product made directly by our hands, not a third-party warehouse.
To honor the integrity of our mission and the memory of those we've lost, Poppy + Lily contributes to these organizations anonymously. We believe that true support should be silent and selfless. By removing the brand’s name from the donation, we ensure that the focus remains entirely on the structural stability and recovery of the families receiving aid. To find out more - head over to our impact page.
Product & Ingredients
We use high-quality cosmetic-grade ingredients sourced from ethical suppliers around the world. This ensures our products are safe, effective, and luxurious for daily skincare rituals.
We prioritize the purity of our formulas by using 90% or more organic ingredients. From our base oils to our active botanicals, we select organic options whenever possible to ensure your skin receives the cleanest, most effective care.
We search the globe for the highest quality raw materials. We are proud to source our foundational oils from heritage suppliers in the Pacific Northwest known for their generations of expertise in sustainable, high-purity production. While we maintain a private, proprietary vendor list to protect our unique formulations, we only partner with suppliers who meet our strict standards for quality and humanity.
Transparency is a core value of Poppy+Lily. We are committed to child-labor-free mining. For example, we source our vibrant colors from Mad Micas, an industry leader renowned for their strict ethical stance and commitment to human rights.
Note: While we highlight these primary partners, this is not an exhaustive list of our global and USA-based suppliers.
To protect the "in-house" heritage nature of our brand and our proprietary formulations, we do not share our full list of vendors. We have spent years researching and vetting our partners to ensure that the Poppy+Lily experience remains exclusive and of the highest possible quality.
Packaging & Sustainability
For our face care collection, we prioritize luxury and preservation. We use Matte Black Glass Jars to protect our sensitive face creams from UV light degradation. These are paired with Aluminum lids, ensuring your products stay fresh and potent while utilizing 100% recyclable materials.
Our caps for our airless pump bottles are not mass-produced plastic. We 3D-print them in-house using biodegradable PLA (Polylactic Acid). Derived from renewable resources like corn starch, these caps provide a custom, high-end finish without the long-term environmental footprint of traditional petroleum-based plastics.
We use premium BPA-free AN/SAN airless pump bottles. We chose these specific materials because they are durable, crystal-clear, and chemically resistant. The airless technology ensures your skincare stays potent and uncontaminated by preventing air exposure.
Absolutely.
We strive to make our packaging as eco-friendly as possible, but because we prioritize luxury and durability, some items require a little extra care:
If you’re looking to recycle your product box, you can often peel the thin Soft Touch or BOPP film away from the cardstock. Once separated, the paper core can go straight into your paper recycling!
