Refund policy
Return and Refund Policy
Last updated: September 2026
Puffsole is a trading name of Charm Vibe Ltd. This policy explains when we replace or refund an order, when we do not, and exactly how to make a claim.
The 30-day window
Every claim has to reach us within 30 days of the day your order is delivered. The delivery date shown on your tracking is the date we count from. If a parcel never arrives at all, the 30 days run from the last carrier scan.
After 30 days we are not able to accept a claim, a return or a refund request, for any reason. Please open your parcel and check your pair as soon as it arrives rather than leaving the box unopened.
What we cover
We stand behind every pair we send. If we get your order wrong, you are covered:
- The wrong style, colour or size was sent
- The pair arrived damaged or faulty
- The parcel never arrived
Tell us within 30 days of delivery and we will replace the pair or refund you in full. You choose which. We cover the cost either way, and in most cases you will not need to post anything back to us.
What we do not cover
- Anything reported after 30 days. The window closes on day 30 and we cannot reopen it.
- Change of mind.
- A size that does not fit, when the size you chose is the size we sent.
- Normal wear. Slippers worn daily will soften and mark over time. That is use, not a fault.
- Deliveries confirmed to the correct address that go missing after the carrier has completed delivery. See our Shipping Policy.
- Failed deliveries caused by an address entered incorrectly at checkout, or a parcel refused or left uncollected. See our Shipping Policy.
We know a no-change-of-mind rule is stricter than some shops, so we say it plainly here rather than bury it. Two things make it fair:
- Every product page carries a full size chart in centimetres. Measure your longer foot, heel to toe, and match the number. If you are between sizes, or you wear thick socks indoors, take the larger one.
- If you are unsure before ordering, email us. We will tell you which size to take.
Nothing in this policy affects any statutory rights you have that cannot be excluded or restricted by law.
How to make a claim
- Email hello@puffsole.com within 30 days of delivery.
- Include your order number and a photo showing the problem — the damage, the wrong item received, or the packaging and shipping label.
- We reply within 24 hours. If the claim is approved we send a replacement or issue a refund straight away.
Please keep the pair and its packaging until your claim has been settled. Photographs are usually all we need.
Returns
Most approved claims do not require you to send anything back.
Where we do need an item returned, we will authorise the return first and we will cover the postage. We will give you the return instructions and the address to use at that point.
Please do not post anything to us without asking first. Returns have to be authorised, and unannounced parcels sent to our registered office may not be accepted and may be returned to sender or lost. A parcel sent without authorisation does not create a right to a refund.
Our registered office, for reference only, is:
Charm Vibe Ltd
27 Old Gloucester Street
London WC1N 3AX
United Kingdom
Exchanges
If we sent the wrong size or the wrong style, we send the correct pair at our cost — you do not need to place a new order.
We do not offer exchanges for a size you selected yourself.
Refunds
Approved refunds are issued to the original payment method. We cannot refund to a different card, account or person.
Refunds are processed within 10 business days of approval. Your bank or card issuer may take a few days more to post the money to your statement.
If more than 15 business days have passed since we told you a refund was approved and you still have not seen it, email us and we will chase it.
Cancelling an order
If your order has not been packed yet, email us and we will cancel it and refund you in full.
We pack and hand orders to the carrier within 24 hours of payment, so please contact us as quickly as possible. Once an order is with the carrier we cannot pull it back, and an unsuccessful cancellation request does not by itself create a right to return the item after delivery.
Contact
Puffsole, a trading name of Charm Vibe Ltd — company number 16759320.
Email: hello@puffsole.com — a person answers within 24 hours
Phone: +44 7853753360
Charm Vibe Ltd, 27 Old Gloucester Street, London WC1N 3AX, United Kingdom