INFORMATION QUESTIONS

General FAQ

How to Shop/Order?

1. Visit our website: puffyshop.xyz

2. Browse and add your desired products to the cart.

  • Instagram DM Order: Send us the product names and designs you want.
  • Website: Add your preferred items to your cart.

3. Provide your full name, contact number, email, and delivery address.

4. Upload your payment proof either on our website or through Instagram DM.

5. Your order will be confirmed shortly after.

Where is Puffy Shop based?

We are proudly based in Bangladesh.

Are your products pre-order or ready stock?

Puffy Shop primarily offers ready-stock products.

Where are the products manufactured?

Our products are produced in China, Japan, and South Korea.

Payment & Checkout

Do you offer Cash On Delivery (COD)?

Yes, we offer COD for all of our Products.

Do you offer a voucher for first-time users?

We do not offer vouchers, but we do include a free gift occasionally.

What are your business hours?

Our team operates daily from 10:00 AM to 11:00 PM (UTC+6).

I'm having trouble logging in. What should I do?

We apologize for the inconvenience. Please try refreshing the website. If the issue persists, contact our customer service immediately for assistance.

Can I change my Instagram username while my order is processing?

We recommend keeping your Instagram username unchanged until your parcel has been successfully delivered.

Payment Methods

What payment methods do you accept?
  • Automated Payment: Bkash.
  • Manual Payment: Bank Transfer, Nagad and Rocket.
I’m facing an issue during checkout. What should I do?

Please email us at puffyshopbangladesh@gmail.com for immediate support.

Returns & Refunds

How do I apply for a return/refund if I received a faulty item?

If your order is damaged or incorrect, please follow these steps:

1. Check the product before accepting it from the delivery person. - Once accepted, we cannot accommodate complaints regarding size, color, or design issues.

2. Change of mind is not eligible for return or refund.

Will I get a refund if I paid extra?

Absolutely! If you’ve overpaid, we will issue a refund via online transfer. Please provide your account details in the customer remarks.

What should I do if I received the wrong product?

We sincerely apologize! Contact us immediately through:

  • Email: puffyshopbangladesh@gmail.com
  • Website customer service
  • Instagram DM: @puffyshop_official

Include your Order ID, Name, the Product, and the Issue.

Where do I return a faulty item?

If you're exchanging an item, we’ll send you a new product in your second parcel. You’ll receive a parcel bag and a consignment note. Please drop the faulty item at your nearest courier service branch.

Delivery

Where do you deliver?

We deliver nationwide across Bangladesh.

When and how will I receive my tracking number?

Tracking numbers are sent via email between 10–14 days after payment. If you haven’t received it by then, please contact customer service.

How can I track my order?

You’ll receive a tracking number, courier details, and a tracking link via the platform where you placed your order:

  • Website: via email

  • Instagram: via DM

Can I track my order immediately after receiving the tracking number?

Tracking may not be activated immediately. Please allow one business day before attempting to track your order.

How long does delivery take?

  • Ready stock products: 3–7 working days

Can I change my shipping address after placing the order?

Yes, address changes are allowed. Please contact us as soon as possible.

What if I missed my parcel delivery?

  • Contact our customer service

  • Check your parcel status with the courier service within 24 hours

  • Reschedule delivery or collect from the courier branch

  • Let us know once you’ve received your parcel

Order Issues

Can I edit my order? How long until it's confirmed?

Order edits depend on your order status. For changes, please contact customer service as soon as possible.

Why is my order status “Unpaid”? Should I re-order?

If you've already made a payment, please upload your payment receipt. Your order will be confirmed once the payment is verified.

I didn’t get a confirmation email. Did my order go through?

If you ordered via our website, a confirmation email will be sent. If you don’t receive it, please contact us immediately.