faq
Covid-19 info
Due to the worldwide Covid-19 pandemic delivery of your order could take longer than normal, depending on the circumstances in your country. We ship on time but we have no control over what happens during transit.
About Orders
Can I place an order by email or otherwise?
Using our website is the easiest and safest way but you can let us know what you are looking for by email or contact form. You can also leave a message on our
FaceBook page. We will create the order for you with the personal information you provide us with. Phone, WhatsApp, Skype or any other communication services are not available.
Why can't I order more than one piece of the same item?
Your purchase is unique. All our items are vintage and previously owned. Stock is always changing, depending on our latest finds new items will be added to our store regularly.
Can I add another item to my current order?
Yes you can, as long as your order has not been shipped yet.
Contact us as soon as possible if we need to make adjustments.
I have just placed an order, can I still change it?
Yes you can, as long as your order has not been shipped yet.
Contact us as soon as possible if we need to make adjustments.
Will I always get a free gift with my order?
Yes we surprise all our customers with a free gift while supplies last. As long as the website advertises the free surprise doll you can expect one added to each order for free.
Can I cancel my order?
Yes. All products which you buy under a distance contract (online purchases) are subject to a right to cancel. This is a 'cooling off period' of 14 calendar days during which you are entitled to cancel the purchase. The cost of returning an item will not be refunded.
How do I know that you got my order?
You will receive an order confirmation by email shortly after placing an order. You will also receive an email from PayPal to confirm payment was made. In case you payed but did not receive an order confirmation from poppentopper.com please
contact us by forwarding a payment receipt.
I did not receive a confirmation email?
Big chance it is in your spam or junk folder. So check that first. Also mark our email address info@poppentopper.com as safe and add it to your contacts or whitelist to prevent this happens in the future. Still nothing? Please
contact us.
About your Account
Do I need an account to place an order online?
No that is not necessary. But registering does have advantages. You won't have to fill in your personal information again each time when you come back to shop. While logged in you can keep a wish list and follow the status of your order. You can also find an overview of past orders.
I forgot my password, what now?
Go to the Log In option at the top of the page. Then use the link 'Forgot password' and follow instructions. If you still have problems logging in
contact us.
My personal information is incorrect, what can I do?
If you have a current order with a wrong shipping address please
contact us right away. For less urgent changes you can log in to your account and make adjustments yourself.
I no longer need my account, can I remove it?
We can do that for you by temporarily suspending it or deleting it permanently.
Let us know what you prefer.
About Payment
I want to buy one or more items but can I pay later?
A short time of lay-away is possible. We will reserve the item for you for the period of time we both agreed upon until you are ready to pay. The item(s) you want to purchase will still be visible in the shop with the status 'Reserved' and cannot be put in the shopping basket while they are on hold.
Can I use my credit or visa card directly to pay?
No, we can't charge it directly. But card payments are possible if you have your card linked to your PayPal account.
Do I have to provide you with my credit card number?
No, poppentopper.com never asks for your card number.
How do I obtain a discount code?
We occasionally have a discount code available. We spread news about sales and discounts by our newsletter and
FaceBook page.
I have a discount code but it does not seem to work?
Maybe you have accidentally copied a space. Codes also are case sensitive. And check which terms and conditions apply, it could well be that the code is no longer valid.
Contact us if you still think something's wrong.
Do you sell any gift cards or vouchers that can be used in your store?
Yes. You can send a virtual gift card to anyone with a valid email address with a value of your choice. Find the gift card option
here.
I have a gift card or discount code, where can I fill it in?
Put the item(s) you want to buy in the shopping cart using the 'Add to cart' button, then go to the shopping cart overview and enter the code (before going to checkout).
About Shipping
Do you ship worldwide?
Yes, we ship worldwide. You can choose your destination country during the checkout process. The shop system will automatically calculate shipping cost and add it to the total amount. Find more info about shipping
here.
Do you ship to a PO box address?
No, it is not possible to send to a PO box address. A shipping address must be a home or work address and can be different from a billing address.
Do you ship to a pick-up location?
No, it is not possible to send directly to a pick-up location. A shipping address must be a home or work address and can be different from a billing address.
How can I save on shipping costs?
We ship from The Netherlands. Shipping cost depends on the weight of your package and your destination. The calculated rate always covers a package weighing between 0 and 2 kg to start with. So this means you pay the same amount for - let's say - a box of 500 gr as well as for a box of 2 kg maximum. On average a box of 0-2 kg can contain 8 to 10 small lightweight dolls or 4 to 5 larger sized heavier dolls. Poppentopper.com advises you to order multiple dolls in one shipment (rather than purchasing them individually) to keep shipping affordable.
How will I know when my item was shipped?
You will receive an email confirming the day of shipment. You will also be provided with your parcel's barcode or tracking number so you can follow the status online and you'll know when to expect it for delivery.
Where is my tracking number?
You will receive the track & trace or barcode by email. You can also log in to your account and find the tracking number there.
How long does it take for a package to reach me?
That depends on your location and postal service. PostNL has a handy overview of transit times, see
here. DHL usually takes a few days longer than PostNL for all destinations. If you want to know the exact DHL delivery time
contact us.
I'm afraid my parcel is missing, what can I do?
Carefully check the tracking information you received. Sometimes a parcel can be held up at customs so delivery can take a little longer than expected. On rare occasions it could be delivered at the neighbours without any notice. If you are still wondering where your parcel is
contact us. We will investigate right away but please note that it can take a while before we get any results back from the postal service.
Can I pick-up my order in person at your warehouse?
No, that is not possible. We are an onlineshop only, which means we do not have a showroom or a physical store location.
After Receiving an Order
Can I exchange an item?
No it is not possible to replace one item for another. You can send an item back and get a refund for it. If desired you can buy another item of your choice in our online shop.
How do I return an item?
You'll find everything you need to know about returning an item
here.
Do I have to include my free gift when I return something?
No you can always keep the free gift. It's a present from us to you, no matter what.
I'm so happy with my purchase, where can I leave a review?
In our Blog we keep record of our most interesting past sales so maybe you'll find a picture of your purchase there with the option to leave a comment. You can also like our
FaceBook page and recommend us there. And we love to see pictures of your latest purchase fitting into your home or joining the collection you already have!
I'm not fully satisfied with my purchase, what can I do?
First of all we want to keep our customers happy so please
contact us by email or contact form before anything else. We're sure we can work something out.
About the Shop
Can I see the dolls in person before ordering?
No, that is not possible. We are an online shop only, which means we do not have a showroom or a physical store location. If you need to know more about an item we can provide you with extra photos or information to help you decide.
Can I visit your shop?
No, that is not possible. We are an online shop only, which means we do not have a showroom or a physical store location.
I see so many lovely dolls, I can't decide, please help?
Always follow your heart. If a doll appeals to you go for it! The shop has a helpful Compare Products option to assist you, recognizable by the two arrow icon.
I'm looking for a particular doll but I can't find it in your store?
We might have it in stock so you can always let us know what you are looking for. We do our best try to find it for you when stock is insufficient. But please keep in mind that some dolls are quite rare and hard to find, even for us.
I see an item that has the status 'Reserved', what does that mean?
This means the item is sold but still waiting for payment.
I'd like to see some past sales just for fun?
In our
Blog we keep record of our most interesting past sales so you'll find pictures and information there with the option to leave a comment. We also have a past sales archive on
Pinterest.
I get an error message visiting your store, what can I do?
Oops, could be a technical problem! Send us a screenshot of what you see so we can work on that and help you further. Some information about what operating system and browser on desktop or mobile you are using would be helpful too.
About Dolls
What are national costume dolls exactly?
National costume dolls are also known as foreign dolls, ethnic dolls, regional dolls, folk dolls, international dolls, souvenir dolls, native dolls, tribal dolls and so on. They come from all over the world, wearing traditional ethnic clothing and represent local culture.
What makes national costume dolls so special?
These dolls often depict scenes of daily life, folk dances, festivals and celebrations, rituals or other events. They keep local culture and tradition alive.
How do I start a collection?
Buy what appeals to you the most. Simple as that. You'll learn along the way. We plan to share some insights through our
Blog.
I have a doll but I don't know where it comes from, can you help?
Yes we can point you in the right direction. The owner of poppentopper.com also is the admin of the
National Costume Doll ID Group on FaceBook. Join the group and find out! Not using FaceBook? Then mail us a picture and we will gladly identify your doll.
I inherited a doll or doll collection, can you tell me more about it in terms of value?
No we are not appraisers. Value is a difficult thing to advise in. What a doll is worth depends on different things like age, condition, brand or maker, 'the current market' and whether it is hard to find or not. Sentimental value can be also of importance.
I'm looking for info and pictures of national costume dolls for a project, can you help?
Sure, we'd love to! You could visit our private website
nationalcostumedolls.com or
contact us. Keep in mind you need our consent for using any material, we also insist on a source reference.
Do you not only sell dolls but buy them as well?
Yes, we get our dolls from various sources. We are particularly interested in larger collections but we are very picky!
Answer not Found
I have a question that is not listed here. What should I do?
We are always happy to help. Please
contact us by email or contact form. You can also leave a message or chat with us on our
FaceBook page.
