Terms & Conditions

Making a Purchase
Orders may be made online using our secure card payment facility, alternatively please contact our sales team by telephone on 0208 405 7999 - Please note our offices are open Monday-Friday 9am-5.30pm If you require assistance with an order, payment or size query you may also contact us.

Puchi accepts all major debit and credit cards. Cards will be authorised and charged at time of order. Orders can be paid for by personal or business cheque made payable to Puchi Ltd but please note that orders will not be dispatched until 5 working days after receipt of the cheque. Puchi can also accept bank transfers as a form of payment, please contact us for further details, orders will be dispatched once the funds have cleared into our bank account. Payment should be made in UK pounds sterling

Credit Card Security
Puchi uses “Secure Trading” process Credit and Debit card orders and all payments are encrypted to ensure your purchase is safe and secure. We do not store credit card details nor do we share customer details with any 3rd parties. We use SSL encryption when handing over personal information.

Puchi aims to ship all items within 24 hours of order - however please refer to the individual product listing for an indication of expected delivery time. Please note that we do not work Saturdays, Sundays of Bank Holidays. Merchandise is sent by either Royal Mail, Royal Mail Special Delivery (where requested and paid for), Recorded or by Parcel Force depending on the size and value of the goods.

Retail Postage & Packing UK £4.95
Special Delivery UK: £9.50
Overseas £15.00

If your postage exceeds this amount we will call you before dispatch to confirm the price. Special rates may apply for bulky items and will be indicated against the product. If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence/absence or by customer providing incorrect shipping information the customer will be contacted by phone and payment will be required to re-send the item.

Out of Stock Items
Puchi, will, upon receipt of your order contact you to advise if an item is out of stock and keep you updated as to the expected shipping time. We automatically ship all out of stock items once they become available. In the unlikely event that an item is permanently unavailable Puchi will offer a full refund or a credit note to the value of the goods.

Returns Policy

Puchi Petwear endeavours to ensure that all products are free from damage and defects. If however an item is damaged or faulty we will offer a replacement or credit note to the full value of the merchandise.

Returns for Exchange (different sizes etc) must be received within 28 days and it is your responsibility to manage this with your clients if an exchange item is required. There willl be a small charge of £3.50 to cover postage and handling.


If the product you have ordered is not the correct size for your pet please complete a returns form on our website,  and we will credit your account  with the value of the products returned. We are unable to refund postage costs. If you have any queries about the size please contact us first.

In order to initiate a return please complete a returns form with your Order number and item details to inform us of any damages, faults or shortages within 7 days of the delivery date.

Please note Puchi Petwear cannot accept returns of personalised items that are the wrong size/ colour or suitability.

Sometimes we have to hold our hands up and admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered).   In this instance we may have to cancel your order at any time up to the point we send you the product(s), even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.

We are unable to accept refunds or product exchanges for any christmas items after 25th December. We offer a size exchange to help get the correct size for your pet.

Contacting Us
Puchi offices are open Monday to Friday 9.00am-5.30pm, we are closed Saturdays and Sundays and Bank Holidays.

You may contact us by

 Telephone: 0208 405 7999


laurel@puchipetwear.com for customer support

manager@puchipetwear.com for business enquires

For Wholesale and Trade enquiries please see the above numbers and Email: trade@puchi.com

All prices shown on the Puchi website are inclusive of VAT
If you believe your purchase should be VAT free you need to email us with your details so that we may review this.