Shipping policy

Shipping policy

Last updated: 11 October 2026

This Shipping policy applies to orders placed on puffzenden.com. If you bought your Puffbum from another retailer, your delivery is handled by that retailer.

Where we deliver

We deliver to UK addresses only. This includes England, Scotland, Wales and Northern Ireland, as well as the Channel Islands and the Isle of Man.

We do not currently deliver anywhere else.

Delivery options and costs

All orders are sent with Royal Mail on a tracked service. Your delivery cost is shown at checkout before you pay.

Order processing and dispatch

After you place an order, you will receive an order confirmation by email.

We dispatch orders within 12 hours of the order being placed, Monday to Saturday. Orders placed late on Saturday, on a Sunday or on a bank holiday are dispatched on the next dispatch day.

When your order is dispatched, we will email you a Royal Mail tracking number so you can follow your parcel.

Delivery times

Delivery times are estimates and start from dispatch, not from the time you order. They may vary because of postal delays, busy periods, weather, strikes or other circumstances outside our control.

Deliveries to Northern Ireland, the Scottish Highlands and Islands, the Channel Islands and the Isle of Man may take a little longer than the estimates above.

Your delivery address

Please make sure your delivery address is accurate before completing your order.

Because we dispatch quickly, contact us straight away at puffzenden@puffbums.com if you notice an error. We can change an address only before the order has been dispatched.

If a parcel is returned to us because the address was incorrect or it could not be delivered or collected, we will contact you to arrange sending it again. We may ask you to cover the cost of the second delivery.

Activation code delivery

The Oceanbum Founder Bundle and the Oceanbum Two-Hand Set each include one activation code for 365-day PuffZenDen Full Access. The Oceanbum Replacement does not include an activation code.

Your activation code is sent separately by email after purchase, to the email address used at checkout. This means you may receive your code before your Oceanbum arrives.

If you cannot find your activation code email, please check your junk or spam folder first. If it still has not arrived, contact us at puffzenden@puffbums.com.

Lost, delayed or missing orders

If your order has not arrived within the estimated delivery time, please check your tracking link first, then contact us at puffzenden@puffbums.com with your order number and the email address used at checkout.

If your parcel has not arrived within 10 working days of dispatch, we will treat it as lost and offer you a replacement or a full refund, whichever you prefer.

Your order is our responsibility until it is delivered to the address you gave us.

Damaged or incorrect orders

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at puffzenden@puffbums.com.

Please include your order number, a description of the issue, and photos where possible. We will arrange a replacement or refund in line with our Return and refund policy.

Team and bulk orders

If you are ordering Puffbums for a workplace, wellbeing programme, event or team, delivery is arranged with you directly. Email puffzenden@puffbums.com to discuss your order.

Returns and cancellations

Returns, refunds and cancellations are handled in line with our Return and refund policy.

Nothing in this Shipping policy affects your statutory rights.