FAQS
BRAND & PRODUCT
Q: How does PUKI incorporate its values into its products?
A: At PUKI, every piece begins with original design and intentional craftsmanship. We carefully source unique materials and focus on creating garments that blend comfort, individuality, and making. Each item is lovingly finished by hand—like our boots, which carry distinct textures and subtle variations that make them truly one-of-a-kind. It’s our way of honoring slow fashion and thoughtful consumption.
Q: What does PUKI mean, and how does that reflect in your designs?
A: Comfortable yet effortless always been puki's code, PUKI means purely kicky,the brand uses concise design language combined with retro elements to convey refined femininity and unrestrained personality through creative and boundless outfit collocation.
SHIPPING & DELIVERY
Q: Where do you ship from, and how long will it take to arrive?
A: We ship all orders from our atelier in Guangzhou, China via DHL/UPS/EMS/SF. Usually, it takes 7-15 working days for delivery to the US/UK/EU. You will receive a tracking number as soon as your order is on its way!
Q: What about customs and import taxes?
A: For orders to the US/ UK/ EU, prices on our site are DDP (DELIVERED DUTY PAID). This means the price you see at checkout is all you pay—no nasty hidden fees upon delivery! PUKI will cover any duties on your order to the US/UK/EU, so you won’t incur extra charges.
Q:Can I track the status of my order?
A: Once your order leaves our warehouse, we’ll send you a confirmation email with a tracking link so you can follow its journey.
Q: How is the delivery appointment made?
A: We'll proactively call you to find a convenient delivery time. In the rare case we miss each other and the first attempt fails, please use the contact details in your tracking information to reach out to the courier and schedule a second try.
Q:How much does shipping cost?
You can check on our shipping and returns page.
Q: My order is taking longer than expected, what should I do?
A: We feel you! Sometimes shipping can face unexpected delays (hello, busy customs!). First, check your tracking link for the latest update. If it's been stuck for a while, definitely email us at pukiglobal@gmail.com with your order number, and we'll chase it up for you right away.
SIZING & FIT
Q: How does your clothing fit? Should I size up or down?
A: We recommend checking our Size Guide Picture for each product! We've provided garment measurements (in cm) for every size. Pro tip: Grab your favorite tape measure and compare it to a garment you own that fits you well! Still unsure? DM us on Instagram @puki_official with your height, weight, and usual size—we're here to help!
Q: Are your clothes true to size?
A: It depends on the style and the fit you prefer! Our designs range from oversized silhouettes to more fitted styles. We always note the intended fit in the product description (e.g., "Relaxed Fit," "Bodycon"). When in doubt, the size guide and our DMs are your best friends!
RETURNS & EXCHANGES
Q: What is your return policy?
A: We want you to love what you get! We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
Q: Is it possible to cancel my order?
A: Allow consumers to cancel orders before the time of shipment and within the time specified on the website.
Q:Who is responsible for the shipping fee for returns?
A: If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Q:How long does my refund take?
A: It usually takes 3-7 working days for the refund to be processed once we have received your return in our warehouse. You’ll receive a confirmation email when the refund has been made.
Q: Can I exchange for a different size?
A: Absolutely! To get your new size quickly, please start a return and place a separate order. Please note that return shipping for size exchanges is the customer's responsibility, so we recommend checking our size guide carefully before ordering. We’re here to help if you have any questions!
Can I return all the products?
A: Items purchased during a promotion or from the sale section are final sale. We're unable to accept returns or exchanges on these items, but we hope you love your special find!
ORDERS
Q: Can I make any changes to my order once it has been placed?
A: We can’t modify orders that have already been made, we can only cancel your order for a full refund so you can place a new one with the correct items. Please contact our customer care team at pukiglobal@gmail.com before it gets shipped.
Q: What payment options do you offer?
A: You can place your order via Credit card or Paypal.
Please note that PayPal is only available in certain countries.