FREQUENTLY ASKED QUESTIONS

POPULAR FAQS

Can I modify my order?

Unfortunately, as soon as your payment is processed, your order can no longer be changed. Feel free to contact us at contact@poppers-aromas.eu or use the contact form with a clear title and your reference order in your message subject line. We will try our best to find a solution.

Where is my order?

Once your order has been placed, you will receive an email letting you know we have received your payment and a detailed summary of your purchase.

When it has been compiled and dispatched to the carrier, you will receive a new email with a reference number and a tracking link. If you don't receive it, you can track your parcel here: https://tracking.poppers-aromas.eu/.

This tracking link provides real-time status of your package and estimates delivery time.

Damaged or missing products in my order. What should I do?

If you experience any faulty or missing products please get in touch with our Customer Service by e-mail contact@poppers-aromas.eu within 48 hours of parcel delivery. To help us help you, we invite you to provide your order and product references, take pictures of your parcel or the damages on your bottles. This will ensure a speedy resolution of your query.

FAQ TOPICS

Delivery

Where is my order?

Once your order has been placed, you will receive an email letting you know we have received your payment and a detailed summary of your purchase.

This tracking link provides real-time status of your package and estimates delivery time.

Is delivery discreet?

As we understand that discretion is really important, we carefully prepare and anonymously wrap your products and parcels. No mention of the contents is displayed on accompanying documentation or labels.

Packages never use the term “Poppers” or our website name, only Black Sequoia, will appear as the payee on your bank statement.

We take extra care to deliver our product in pristine condition to you.

Why is my parcel delayed?

There are many reasons a parcel can be delayed: lack of delivery agents, border control delays, weather conditions, transport disruption, social movements, fuel shortages and so on…

Rest assured we do our best to provide optimum service. However, some events are beyond our control. Our logistics department endeavours to limit delays as much as possible. Nevertheless, we cannot guarantee delivery times, which may be subject to unforeseen circumstances. However, we work with our carriers to deliver all our orders on time and thus satisfy our customers.

Our solution-based customer service is just a message or call away from Monday to Friday (+44 20 3445 5897)

Account

Forgot your password?

The fastest way to get a new password is to click “Forgot your password?” when you try to log into your account. Otherwise, feel free to email us at contact@poppers-aromas.eu with your email address account and a clear title such as: “Reset my password” We will be happy to help!

How do I create my account?

Simply go to the www.poppers-aromas.eu homepage
Then click on the human icon and choose the "Register" option
Fill out your personal details (name, email, chosen password, birthday, … )
Tick “Sign Up for our Newsletter” to make sure you never miss a special offer!
Tick “I agree to our Terms and Conditions”.
Click “Save” and you are done!

Do I need to create an account to shop on Poppers Aromas?

Yes you do, is the short answer!

We can only process your order if you have given us all the necessary delivery details and created an Account. This allows us to get in touch if we need any help with your delivery too!

It only takes 2 minutes! Rest assured, you can modify or delete your account at any time. We commit to respecting your information and giving access to your GDPR data at all times.

Order issues

Can I modify my order?

Can I order over the phone?

Ordering over the phone is not possible as we are a fully online digital shop.

To buy you will need to create an account following our easy steps.

If you need help just call +44 20 3445 5897

Can I buy poppers wholesale?

Registered business partners have access to our wholesale catalogue. Join our growing business network and buy wholesale by sending your VAT number, company identification number and address or website to contact@poppers-store.eu.

In the meantime, you can create your account at www.poppers-store.eu and we will activate the account as soon as we receive your information.

As an individual, you will need to order through www.poppers-aromas.eu.

Payment

How do I place an order?

To place an order, you will have to log into your account. If you have not created an account yet, please read the previous section How to create an account.

Once you have logged on, select the products you would like to purchase, and they will be placed automatically into your shopping cart.

Once you have finished your shopping, click on the cart logo to “Proceed to checkout”.

To complete your purchase, you must follow three steps requesting you confirm your delivery address, your preferred shipping option, and your selected payment.

Please note, that the final step will resume your payment choice, your billing, and delivery information and your order.

You will be asked to accept our Terms and Conditions to proceed with your order.

How can I pay my order?

Once you have created your account and filled your basket, the next step is to check out. During the process, we will ask you to confirm what kind of credit or debit card you are going to use and agree to our Terms and Conditions.

On the next page, you will be forwarded to a secure payment platform and asked to fill in your card number details. The 3DS secure software will require your bank’s authorisation for the transaction. You will then receive a confirmation code from your bank, to validate your purchase. Once this is complete, you will be automatically forwarded to the welcoming page and receive confirmation of your payment and order.

Which payment method can I use?

We accept payment by credit or debit card with Visa or Mastercard.

You won't be able to pay with PayPal.

Returns & Refunds

How and when will I get my refund?

Your refund will be made to the bank account from which the original payment was made within the legal 14-day period.

What can I do if my refund is not correct?

Simply email us at contact@poppers-aromas.eu us as soon as possible, and we will get back to you promptly.

Offers & Discount vouchers

How can I get offers?

To take advantage of our weekly discounts and special offers subscribe to our Newsletter when you create your account or simply by entering your email address in the box at the bottom of our homepage.

If you have registered but are still not receiving our notifications, some email services may have tightened their spam filters and our promotional offers may not be reaching you. Unfortunately, we can't do anything about this. So, we suggest that you add the newsletter address to your address book to maximize your chances of receiving it: contact@news.poppers-aromas.eu.

I have a discount code, how can I use it?

When you complete your order, on the shopping cart page, you will see a summary of your purchase and the amount to pay. In this same section, you will find a box that says “Promo code”, enter your code in the box and click the “Add” button.

If the discount code is valid, it will appear immediately in your cart total and above the discount code box. If your code is valid but does not work, please contact us before checking out, as we will not be able to apply it once the order has been completed.

My discount code does not work, what can I do?

There are several reasons why your discount code may not work:

The code is mistyped: check that the code you have entered matches exactly the one that was sent. We recommend that you copy and paste it directly.
The code has expired: Promotional codes are valid for a short period of time. You must use them on the dates indicated in order to benefit from them.
You have already used the code: all our discount codes can only be used once per customer.
Your order does not meet the code's requirements: to be able to use a discount code, it is necessary to meet certain conditions such as a minimum purchase value, a selected product or/and not to be combined with other promotions.

If you have checked that your discount code does not fall into one of the above categories, simply contact customer service at contact@poppers-aromas.eu or by telephone at +44 203 4455 897. We will get back to you promptly.