FAQ
Frequently Asked Questions
Delivery & Shipping
How long is delivery time?
Orders are typically processed within 2-4 business days. Standard delivery to UK addresses takes 3-8 working days after processing. Total delivery time is 5-12 working days from order placement. Free delivery is available on orders over £75.
What does shipping cost?
We offer free UK delivery on orders over £75. For orders under £75, standard shipping costs apply. All prices are in British Pounds (£) and include VAT where applicable.
When will my order be shipped?
Your order will be processed and shipped within 2-4 business days of payment confirmation. You'll receive an email with tracking information once your order has been dispatched.
How can I track my order?
Once your order has been shipped, you'll receive an email with tracking details. You can use this information to track your parcel's progress. If you don't receive tracking information within 5 business days, please contact our customer service team.
Do you ship internationally?
Currently, we only ship to addresses within the United Kingdom. We do not offer international shipping at this time.
Returns & Refunds
Can I return an item?
Yes, under UK consumer law, you have 14 days to cancel your order for any reason and 14 days to return items after cancellation. Items must be unworn, unwashed, and in their original condition with tags attached.
How do I initiate a return?
To initiate a return, please contact our customer service team at post@puuky.com with your order number and reason for return. We'll provide you with return instructions and a return authorisation.
When will I receive my refund?
Refunds are processed within 7 working days of receiving your returned item. The refund will be credited to your original payment method. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.
What if my item is faulty?
If your item is faulty, please contact us immediately. Under the Consumer Rights Act 2015, you're entitled to a full refund within 30 days for faulty goods. After 30 days, you can request repair or replacement.
Can I exchange an item for a different size?
The quickest way to get a different size is to return the original item for a refund and place a new order for your preferred size. This ensures you get the item you want as quickly as possible.
Payment
What payment methods do you accept?
We accept the following payment methods through Shopify Payments UK:
- Credit/Debit Cards (Visa, Mastercard, American Express)
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
Is my payment information secure?
Yes, all payments are processed securely by third-party payment providers. We do not store your complete payment card details, and all transactions are encrypted using SSL technology to protect your information.
Can I change my payment method after placing an order?
Once an order has been placed, we cannot change the payment method. If you need to use a different payment method, you would need to cancel the original order (if it hasn't been processed) and place a new order.
Orders & Account
Can I cancel my order?
You can cancel your order within 14 days of placing it, provided it hasn't been dispatched. To cancel, please contact our customer service team immediately with your order number. If your order has already been shipped, you'll need to follow our returns process.
Can I modify my order after placing it?
Once an order has been placed, modifications are not possible. If you need to change items, sizes, or delivery details, please contact us as soon as possible. We may be able to help if the order hasn't been processed yet.
Do I need to create an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track your orders, save delivery addresses, and view your order history for faster future purchases.
Products & Sizing
How do I choose the right size?
We recommend referring to our size guide on each product page. Sizes are approximate, and we provide detailed measurements to help you choose the best fit. If you're between sizes, we generally recommend sizing up for comfort.
Are the colours accurate?
We strive to display product colours as accurately as possible. However, please note that colours may vary slightly due to monitor settings and screen resolutions. The actual product colour may differ slightly from what you see on screen.
What materials are your products made from?
Material information is provided on each product page. We use a variety of high-quality fabrics suitable for our fashion items. If you have specific questions about materials, please contact our customer service team.
Contact & Company
How do I contact customer service?
You can contact us via email or phone:
Email: post@puuky.com
Phone: +44 7418 377110
Customer service is available 7 days a week from 7:00 AM to 9:00 PM (GMT), and we typically respond within 24 hours.
Where is Puuky located?
Puuky is based in the United Kingdom. Our registered address is: Ravensbourne Rd, Bromley BR1 1HP, United Kingdom
What are your customer service hours?
Our customer service team is available 7 days a week, including bank holidays, from 7:00 AM to 9:00 PM (GMT). We aim to respond to all enquiries within 24 hours, with emergency issues addressed within 4 hours on business days.
Legal & Rights
What are my consumer rights?
Under UK consumer law, you have the following rights:
- 14-day cooling-off period for online orders
- 30-day rights for faulty goods (full refund)
- Right to cancel and return items within 14 days
- Products must be of satisfactory quality, fit for purpose, and as described
How do I make a complaint?
If you have a complaint, please contact our customer service team. We'll acknowledge your complaint within 24 hours and provide a detailed response within 14 working days. If you're not satisfied with our response, you can ask to speak to a manager or use alternative dispute resolution through the Retail Ombudsman.