Shipping policy

Pluffio partners with trusted international carriers including DHL eCommerce, FedEx, and Royal Mail (for UK last-mile delivery) to ship your order safely to your door. 

All orders are subject to verification and approval before shipping. To help protect against fraud, orders with incorrect billing information or those requiring additional verification may be delayed or cancelled.

Order Processing

We require 2–3 working days on average to prepare your order and hand it over to our courier. Around peak periods — major holidays, sales, or new product launches — processing can take up to 5 working days.

Once an order has entered our shipping department we are unable to make any changes, including changes to the delivery address. Orders are shipped only to the address provided at checkout.

We ship Monday to Friday and do not dispatch on weekends or public holidays. As soon as your order leaves our warehouse you will receive a Shipping Confirmation email.

For orders containing multiple items, products may ship separately and arrive on different dates depending on the fulfilment location of each item.

Tracking

Every order ships with a tracking number, sent to you by email once your parcel is dispatched.

Some carriers take a few days to register the first tracking scan. If your order was placed more than 5 working days ago and tracking still has not updated, please contact us at ecomtools25@gmail.com.

Delivery Times

Delivery times vary by destination. The estimates below are guidelines only and do not include our 2–5 day processing time:

We do everything we can to deliver on time, but Pluffio cannot be held responsible for delays caused by factors outside our control — customs clearance, severe weather, postal strikes, public holidays, and similar disruptions.

Customs, Duties & VAT

Pluffio ships internationally from our fulfilment partners in Asia.

If a parcel is refused at customs and returned to us, the buyer is responsible for any import taxes and return shipping costs incurred. Customs policies vary widely between countries — for specifics, please contact your local customs office.

Lost, Stolen or Damaged Parcels

Pluffio takes responsibility for your order until it is delivered to you, in line with the UK Consumer Rights Act 2015.

• Lost in transit: if your tracking has not updated for more than 10 working days, email us at ecomtools25@gmail.com and we will open an investigation with the carrier, then resend or refund your order.
• Marked as delivered but not received: please check with neighbours, household members, and your local depot first, then contact us within 7 days of the delivery date so we can investigate with the carrier.
• Damaged on arrival: email us clear photos of the outer packaging and the product within 48 hours of receipt and we will arrange a free replacement or full refund.

Wrong Address

It is the buyer's responsibility to enter the correct shipping address at checkout. Once an order has entered our shipping department we cannot recall it for changes. If a parcel is returned to us because of an incorrect or incomplete address, the buyer is responsible for the cost of reshipping.

Get in Touch

We would love to hear from you — questions, feedback, or anything else. Email us at ecomtools25@gmail.com and we will get back to you as soon as we can.

Seller Information

Pluffio is a trading name of:
Providence Global Trading Limited
Hong Kong Company No. 80656992
Registered office: Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong
Email: ecomtools25@gmail.com