Contacts & Support

Yes, we deliver orders throughout Ukraine, except to temporarily occupied territories.

We use Nova Poshta. The delivery cost is calculated automatically based on the delivery address you provide and displayed on the website during checkout.

We usually deliver orders within two to three business days from the date of purchase. To get a more accurate estimate for your specific order, you can use Nova Poshta’s delivery time calculator, which lets you check delivery times to your city and branch.

We also want to note that when processing your order, we automatically calculate the delivery time through Nova Poshta’s service using a direct integration with their postal system. This means you can rely on the delivery estimate provided to you at checkout.

To track your order, you can visit the Shipping & Tracking page. Alternatively, you can visit the official Nova Poshta website and use their order tracking form by entering the tracking number (TTN) sent to your email address after placing your order.

If your order was damaged upon delivery, please return the item directly from the Nova Poshta branch to our address, stating that the item was damaged upon receipt.

Please note that all products we ship through Nova Poshta are marked “Inspected”. This means that immediately before shipment, the item was inspected by a Nova Poshta employee, who confirmed that it was intact and free from damage.

If you accept the package without inspecting it, the item is considered accepted in good condition and without any damage.

Please also note that any item you return or exchange must be in its original packaging and show no signs of use, washing, or other handling.

If you have any questions about returns, please contact our support team at support@fluffy.ua.

More detailed information about returns and refunds is available in our Return Policy.

We offer the standard 14-calendar-day return period in accordance with Ukrainian consumer protection legislation, starting from the date of receipt.

If the product you purchased does not fall under the categories of goods that, under Article 9 of the Law of Ukraine “On Consumer Protection,” have been approved by the Cabinet of Ministers as goods of proper quality that are not subject to exchange or return, you may return the product within 14 calendar days of receiving it.

You can find the detailed list of such goods on the website of the Verkhovna Rada of Ukraine.

All returns of purchased items via a Nova Poshta branch are free of charge, provided that you send the return to the following address:

Ukraine, 03150, Kyiv, 43 Antonovycha Street, Nova Poshta Branch No. 150, Recipient: Volodymyr Ivanovych Hlukhota.

Please note that we do not reimburse shipping costs for returns sent through any other postal service.