Shipping policy

Shipping & Delivery Policy

Last updated: 22 May 2026

This Shipping & Delivery Policy explains how we deliver your orders, delivery times, and your rights under UK consumer protection law.

Shipping Information

Shipping Options

We offer one standard shipping option for all customers:

  • Standard UK Shipping: Reliable delivery within the United Kingdom
  • International Shipping: Currently we only ship within the UK

Shipping Costs

  • Orders under £75: Shipping fee applies
  • Orders £75 and above: Free shipping
  • Shipping costs: Calculated at checkout based on your order total

Processing Time

  • Order Processing: 2-4 business days (Monday-Friday, excluding UK bank holidays)
  • Order Confirmation: Email sent immediately after order placement
  • Dispatch Confirmation: Email sent when your order is shipped

Delivery Time

Once your order is processed:

  • Standard Delivery: Typically 3-8 working days after dispatch
  • Total Delivery Time: 5-12 working days from order placement

Delivery Rights Under UK Law

Consumer Rights Act 2015

  • Risk Transfer: Risk passes to you when goods are delivered
  • Delivery Date: We must deliver within 30 days of the agreed date
  • Late Delivery: You can cancel the order and receive a full refund if delivery is late
  • Damaged Items: You have the right to reject items damaged in transit

Distance Selling Regulations

  • Delivery Costs: If you cancel within 14 days, we refund standard delivery costs
  • Free Shipping: If you received free shipping, no delivery costs are deducted from refunds

Order Tracking

  • Tracking Information: Provided via email when your order is dispatched
  • Delivery Updates: You can track your package using the provided tracking number
  • Customer Service: Contact us if you have tracking concerns

Delivery Address

  • UK Delivery Only: We currently only deliver to addresses within the United Kingdom
  • Complete Address: Full address including postcode is required
  • Address Changes: Contact us immediately if you need to change your delivery address
  • Business Addresses: Include company name if applicable

Missed Deliveries

  • Delivery Attempts: If you're not available, the carrier will leave a calling card
  • Redelivery: You can arrange redelivery with the carrier
  • Collection: Items can be collected from your local delivery office
  • Storage Period: Items are held for a limited time before return to sender

Delivery Issues

Lost Packages

  • Reporting: Contact us if your package hasn't arrived within the expected timeframe
  • Investigation: We'll investigate with our shipping carrier
  • Resolution: Full refund or replacement offered for confirmed lost packages
  • Timeframe: Considered lost after 10 working days from expected delivery

Damaged Items

  • Immediate Notification: Contact us within 48 hours of delivery
  • Photo Evidence: Provide photos of damage and packaging
  • Resolution: Replacement or full refund including return shipping
  • Carrier Claims: We handle all carrier damage claims

Incorrect Items

  • Notification: Contact us within 7 days of delivery
  • Resolution: Correct item sent immediately, wrong item collected free
  • Compensation: We'll work with you to resolve any inconvenience

Shipping Restrictions

Delivery Limitations

  • UK Only: We do not ship internationally at this time
  • PO Boxes: We can deliver to UK PO Box addresses
  • BFPO Addresses: We can deliver to BFPO addresses

Prohibited Items

  • Hazardous Materials: Items that are flammable, explosive, or corrosive
  • Illegal Items: Any items prohibited by UK law

Payment and Shipping

Payment Methods

We accept the following payment methods through Shopify Payments UK:

  • Credit/Debit Cards: Visa, Mastercard, American Express
  • Digital Wallets: Apple Pay, Google Pay
  • Shop Pay: Shopify's express checkout

Payment Security

  • Secure Processing: All payments processed securely by Shopify Payments
  • Data Protection: Your payment information is encrypted and protected
  • PCI Compliance: We comply with Payment Card Industry standards

Environmental Commitment

  • Packaging: We use recyclable materials where possible
  • Carbon Neutral: Working towards carbon-neutral shipping options
  • Minimal Packaging: We use appropriate-sized packaging to reduce waste

Contact Information

Shipping Enquiries:
Email: post@puuky.com
Phone: +44 7418 377110
Address: Ravensbourne Rd, Bromley BR1 1HP, United Kingdom

Customer Service Hours: Monday-Sunday: 7:00 AM - 9:00 PM
Email Response: Within 24 hours