Shipping policy

Last updated: September 2026

Puffsole aims to process and deliver every order quickly and reliably. This policy explains how orders are processed, shipped, tracked and delivered, and what happens when something goes wrong.

Order Processing

Orders are packed and handed to the carrier within 24 hours of payment being received.

Business days exclude weekends, United States public holidays, periods of exceptional demand, and circumstances outside our reasonable control. Processing may take longer during promotional periods, seasonal peaks, product launches and other high-volume periods.

Where We Ship

Puffsole ships to destinations within the United States only. We do not currently accept orders for delivery outside the United States.

Shipping is free on every order, with tracking, and there is no minimum order value.

Estimated Delivery Time

Most orders arrive within approximately 7 to 15 business days after dispatch.

Delivery times are estimates only and are not guaranteed delivery dates. Actual delivery times may vary depending on:

• Destination;
• Carrier performance;
• Local postal networks;
• Remote-area delivery requirements;
• Weather conditions;
• Transportation disruptions;
• Peak shipping periods; or
• Other circumstances outside our reasonable control.

Tracking

Once your order has been dispatched, tracking information is sent to the email address associated with your order.

Please allow time for tracking to become active after shipment. Tracking information is provided by third-party carriers and may occasionally show delays, gaps or late scans while a package moves between facilities or carriers.

The 30-Day Claim Window

Any claim about your delivery — damage, a wrong item, or a parcel that never arrived — must reach us within 30 days of the delivery date shown on your tracking. If the parcel never arrives, 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. Please open your parcel and check your pair as soon as it arrives rather than leaving the box unopened.

Order Cancellation

We process orders quickly, so cancellation requests should be submitted as soon as possible after purchase.

Puffsole will make reasonable efforts to cancel an order that has not yet entered fulfillment or shipment, but cancellation cannot be guaranteed once processing has begun.

An unsuccessful cancellation request does not automatically create a right to return the product after delivery. Where we are legally permitted to decline change-of-mind returns, our Refund Policy continues to apply after delivery. Any mandatory cancellation or withdrawal rights provided by applicable consumer law remain unaffected.

Address Accuracy

Customers are responsible for ensuring that the shipping information submitted at checkout is complete and accurate. Please verify your:

• Full name;
• Street address;
• Apartment or unit number, where applicable;
• City;
• State;
• ZIP code; and
• Contact information.

Address Changes

If you notice an address error after placing your order, contact us as quickly as possible.

We will attempt to update the shipping information where operationally possible, but address changes cannot be guaranteed once an order has entered fulfillment or shipment. Once a package has been transferred to the carrier, we may no longer be able to redirect or modify the delivery address.

Incorrect or Incomplete Addresses

To the fullest extent permitted by applicable law, Puffsole is not responsible for delivery failures resulting from incorrect or incomplete shipping information provided by the customer.

If a shipment is returned to us because of an incorrect or incomplete customer-provided address, the customer may be required to pay additional shipping charges before the order is reshipped. An incorrect address supplied by the customer does not automatically qualify the order for a free replacement or refund.

Refused or Unclaimed Deliveries

Customers are responsible for accepting or collecting their shipment when reasonably required by the carrier.

If a shipment is returned because it was refused, not collected, or could not be delivered after reasonable delivery attempts, additional shipping charges may apply before reshipment. Refusing or failing to collect a shipment does not automatically create a right to a refund. Where a refund is legally required or specifically approved, costs resulting from the refused or unclaimed shipment may be deducted where permitted by applicable law.

Multiple Shipments

Products from the same order may occasionally ship separately depending on stock availability, fulfillment location or operational requirements.

You may therefore receive multiple tracking numbers and packages on different dates. Please check all tracking numbers before reporting an item as missing.

Delayed Shipments

A delayed tracking update does not automatically mean a package has been lost.

If a package exceeds the expected delivery period, contact us so we can review the tracking information and determine whether further investigation is required. Delivery estimates are not guaranteed, and a delay alone does not automatically qualify an order for a refund.

Lost Packages

If tracking has not updated for an unusually long period, or there is reasonable evidence that a package may be lost, Puffsole may open an investigation with the carrier or logistics provider.

A package may need to remain without movement for a reasonable period before it can be classified as lost. Where a shipment is confirmed or reasonably determined to be lost in transit, Puffsole will determine an appropriate resolution, and replacement or reshipment will normally be prioritised so that the order is completed. A refund will not be issued solely because tracking has been delayed.

Delivered but Not Received

If tracking shows your package as delivered but you cannot locate it, please first:

• Check your mailbox;
• Check around your property;
• Check any safe delivery locations;
• Ask household members;
• Check with neighbours;
• Check with building reception, concierge or mailroom where applicable; and
• Contact the local delivery carrier.

Carriers occasionally mark a shipment as delivered shortly before physical delivery is completed.

If the shipment is still missing after these checks, contact us within the 30-day claim window so the delivery information can be reviewed. A carrier delivery scan does not automatically require Puffsole to issue a refund or replacement, particularly where the available evidence confirms delivery to the correct address. Each case is reviewed on its own tracking information, circumstances and applicable mandatory law.

Stolen Packages

Where tracking and carrier information reasonably confirm that a package was correctly delivered to the address provided by the customer, Puffsole is not automatically responsible for loss or theft occurring after delivery, to the fullest extent permitted by applicable law.

Damaged Shipments

If your order arrives materially damaged, contact us within 30 days of delivery. We may request:

• Your order number;
• Photographs of the outer packaging;
• Photographs of the product;
• Photographs of the shipping label; and
• A description of the damage.

Please keep the packaging and product until your claim has been reviewed. Where damage is verified, a replacement or another appropriate remedy will be provided according to the circumstances and applicable law.

Import Charges

Puffsole ships within the United States only, and prices shown at checkout are the total you pay. There are no customs procedures, duties or import taxes for you to settle on delivery.

Shipping Errors by Puffsole

If we send the wrong product, size or colour, contact our support team within 30 days of delivery with photographs and your order information. Once verified, we will prioritise sending the correct replacement.

Return Shipping

Shipping and return matters are also governed by our Refund Policy.

We replace or refund any order that arrives damaged, arrives wrong, or does not arrive at all, provided you tell us within 30 days of delivery. After 30 days we cannot accept a claim or a return.

We do not accept returns for change of mind, or for a size you chose yourself when that is the size we sent, so in most cases there is nothing for you to post back.

Where we do ask for an item to be returned, we will authorise it first and cover the postage. Please do not send anything to our registered office without contacting us — unannounced parcels may not be accepted. The registered office address is:

Charm Vibe Ltd 27 Old Gloucester Street London WC1N 3AX United Kingdom

Limitation of Liability

To the fullest extent permitted by applicable law, Puffsole will not be responsible for indirect, incidental, special or consequential losses resulting from shipping delays or delivery issues caused by circumstances outside our reasonable control.

Nothing in this Shipping Policy limits any mandatory consumer rights or remedies that cannot legally be excluded or restricted.

Contact Us

For questions about shipping, tracking or delivery:

Puffsole, a trading name of Charm Vibe Ltd Email: hello@puffsole.com Phone: +44 7853753360 Charm Vibe Ltd, 27 Old Gloucester Street, London WC1N 3AX, United Kingdom

A person answers within 24 hours.