FAQ - Frequently Asked Questions
🧸 Orders & Shipping
Where do you ship from?
All orders are packed and shipped from our warehouse in Cahersiveen, Co. Kerry.
Do you ship outside Ireland?
No. We currently deliver within the Republic of Ireland only.
How long does delivery take?
Delivery takes 1–4 business days within Ireland.
Peak seasons (like Christmas), may cause delays.
How quickly do you process orders?
Orders are typically processed and dispatched within 24 hours on business days (Mon–Fri, excluding public holidays).
How much is delivery?
- Free shipping on orders €100 and above
- €7 flat rate for orders under €100
How do I track my order?
Once your order ships, you’ll receive a confirmation email with tracking details.
You can track your parcel through the An Post website.
What should I do when my parcel arrives?
Please check your parcel on arrival.
If damaged, report it to the delivery person and contact us immediately.
🛍️ Click & Collect
Do you offer Click & Collect?
Yes — available from our warehouse in Cahersiveen, Co. Kerry.
When will my Click & Collect order be ready?
Within 24 hours (Mon–Fri, excluding public holidays).
You’ll receive a Ready for Collection Email when it's prepared.
Can I collect my order sooner?
Possibly - contact us before ordering and we’ll try to help.
How do I arrange collection?
Contact us and we will organise a collection time for you.
What do I need to bring when collecting?
Your order details and a valid ID.
Can someone else collect my order?
Yes — just let us know in advance.
How long do I have to collect my order?
Please collect your order within 7 days.
After 14 days, uncollected orders are cancelled and refunded.
Can I cancel my Click & Collect order?
Yes — you may cancel anytime before collection for a full refund.
Do Click & Collect orders follow the same returns and refunds rules?
Yes. All Click & Collect orders follow the same Return & Refund Policy as delivered orders.
🎁 Products & Packaging
Are Puffino toys safe for children?
Yes - All toys are CE marked and complies with the EU Toy Safety Directive (2009/48/EC).
Age recommendations and safety notes are listed on each product page.
Do your toys come with instructions?
Yes — every toy includes simple, parent‑friendly instructions and safety notes.
What packaging do you use?
Toys arrive in their original packaging.
To reduce waste, we may ship your order in a reused cardboard box.
🔄 Return & Refund
How long do I have to return an item?
You may request a return within 14 days of receiving your order.
How do I start a return?
Email us first at info@puffinotoys.ie
Returns sent without approval cannot be accepted.
How long do I have to send the item back?
Once approved, you have 14 additional days to return the item.
What are the conditions for returns?
Items must be:
- Unused
- In original packaging
- In resalable condition
- Complete with all accessories, manuals, and free gifts.
Who pays for return postage?
Customers cover return postage unless the item is faulty or incorrectly supplied.
Do I need to use tracked postage?
Yes - returns must be sent using a tracked service.
How long does it take to receive my refund?
Refunds are processed within 14 days of receiving the returned item.
Are any items non‑returnable?
We cannot accept returns for:
- Sale items
- Gift cards
- Personalised or customised products
- Hygiene‑sensitive items if packaging has been opened
Do you offer exchanges?
We don’t offer direct exchanges.
Please return your item for a refund and place a new order.
🛠️ Faulty or Damaged Items
What if my item arrives damaged or faulty?
Contact us immediately with photos. We'll arrange a replacement or full refund, including delivery costs.
What is not considered a fault?
Damage caused by normal wear and tear.
🎁 Gift Card
Do Puffino gift cards expire?
No — they never expire.
Can I use the card more than once?
Yes. Any unused balance stays on the card.
Can I get a refund?
Gift cards are non‑refundable.
However, if the card has not been redeemed at all, you may cancel it within 14 days of purchase under the cooling‑off period.
Can I use a gift card with discounts or sale items?
Yes — gift cards can be used on any product in our shop, including sale items.
💳 Payments
What payment methods do you accept?
We accept major credit/debit cards, PayPal, Apple Pay, Google Pay, Shop Pay and other secure payment options available at checkout.
💬 Support
How can I contact you?
Email us anytime at info@puffinotoys.ie.
We aim to reply within one working day.