FAQ's & Returns Policy

What happens after a making my order?

You will receive an automated  confirmation email once you've ordered so you know your order has been received. Once your order has been received it will join our queue of orders and will begin processing.  You will receive a confirmation email from one of our team members as soon as we have processed your order. This will confirm your order is ready for shipping and approximate date of delivery depending on which postage you choose.


How long will my order take?

Orders can take up to 15 working days once payment has been received as all orders are handmade to order in our studio here in Bristol, UK. 

NO UNETHICAL SWEATSHOPS OR SLAVE LABOR HERE, our seamstress's are paid a fair wage of minimum £7.50ph+ depending on their skill base and experience. 

Please note any order received after 2pm will not be processed until the next following working day. We endeavor to deliver all items as quickly as possible.


Can I choose a delivery date?

If you need your item to arrive by a certain date please state at point of order by emailing us at info@puckoo.com and we will confirm if it’s possible. All payments paid must clear in order for your order to be processed.


Postage & Packaging:

Our UK orders are sent via;

Royal Mail 1st class recorded standard delivery from £3.95 / Which aim to delivery within 1-3 working days but can take up to 5 working days or more.

International P&P from £9.95 Please email us separately for more information on these services to find out shipping times and availability.

***We use minimal packaging and packaging we do use is compostable or recycledpackaging trying to keep our waste impact to a minimum.

Our main pizza style boxes used for posting orders are totally compostable so can go in with your food recycling waste.

We re-use old packaging in some cases if we run out of our compostable pizza boxes or if your order is to big for them.


Do you offer NEXT DAY Delivery?

If you want a guaranteed delivery time we use Royal Mail Next Day Delivery from £6.95 Which is guaranteed to be delivered by 1pm the next working day if posted before 5pm. Can also be guaranteed before 9am for an extra fee. Please email us separately for these services to find our cost and availability. 

Both all of these services require a signature upon receipt so please insure someone is present at address given when ordering to sign for parcel. 


How do I order a custom order?

Please email us at info'puckoo.com for custom orders.


CANCELLATION
You can cancel an order within 12hrs of payment, once your order has been packaged and shipped we do not accept cancellations or refunds on non faulty items.

What if I change my mind and no longer want item I chose?

If you change your mind about order within 12hrs of payment we will give you a full refund. 

We do not accept cancellations or refunds on non faulty items or on custom orders. 

If it is after 12hrs and we have began processing your order we can offer you a chance to change your order or offer a voucher of same value but this is at our desecration.


What if I get my order and then realise I've chosen the wrong size?

If you contact us within 24hrs of receiving your order and your item has not been worn and is in same condition it was sent in we are more than happy to exchange sizes if item is available. 

If item is no longer available we are happy to issue you with a Voucher code you can use on our site to order another item of your choice at your convenience.


What if I'm later than the 24hrs of receiving my item and need to change size?

Please contact us ASAP and we will see how we can help you.


SIZING


Please see our sizing page for more info on sizing or contact us info@puckoo.com


REFUNDS

Any refunds on orders returned are given at our desecration. We do not accept cancellations or refunds on non faulty items or on custom orders. We do not cover return postage and packaging.


Please note our telephone line operates normal working hours

Monday - Friday, 9.00 - 17.00 GMT if you wish to contact us outside these hours email info@puckoo.com

THANK YOU FOR TAKING THE TIME TO READ, PLEASE DON'T HESITATE TO EMAIL US IF YOU HAVE ANY OTHER QUESTIONS.
WE'RE ALWAYS HAPPY TO HELP, HAPPY SHOPPING!!