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FAQ

Frequently Asked Questions

How do I pay?

The PUMA Online Shop offers the following methods of payment:

Payment by invoice

Paying by credit/debit card:

  • Visa
  • MasterCard

Advance payment

Paying with PayPal

How much is the minimum order value?

There is no minimum purchase order value.

How much are the delivery costs?

We offer free standard shipping for order values above 75 €. A standard shipping charge of 4,95 € will be applied on order values less than 75 €. We also offer express shipping for a fee of 9,95 €.

How long will the delivery take?

Once we received your order, the standard delivery time generally will be 2-3 working days. You can get your styles even faster by using express delivery. Express orders placed before 15.00 h will be delivered on the next working day. For orders placed after 15.00 h the delivery will be delayed by one working day. The delivery time for orders that contain personalized styles take between 4-6 working days, as these are exclusively created for you.

What needs to be considered for Express Shipments?

Express orders are delivered from Monday to Friday, excluding public holidays. Unfortunately it is not possible to send orders that contain personalized styles as express shipments, as these are exclusively created for you. Express orders can only be delivered to home or work addresses. Pick-up locations are excluded.

What is Personalization of Products?

Personalized styles are created specifically for you. You may either choose a player name, along with his jersey number, or add a name in the text field with any number up to 2 digits. Please note that some special characters may not be supported by our system.

Which specific terms and conditions apply to personalized products?

Specific terms apply for personalized styles regarding returns, withdrawal and delivery periods:
We do not accept returns of personalized products with exclusion of product defects. The right of withdrawal does not apply to personalized products.
Delivery times for orders containing personalized products will take approximately 2 - 3 days longer than standard product deliveries.

I am unable to complete the order using the "Credit Card" payment option.

Check whether all credit card data has been entered correctly.
Then click the "Check validity" function.
This is used to authenticate your credit card.

Has my order been received?

You will receive a confirmation email after completing your order.

Can I subsequently change an item in my order?

It is not possible to subsequently change sizes or colors of items, or to add or delete items.

Please enter a new order in the PUMA Online Shop.

Can I subsequently cancel my order?

Unfortunately, we are unable to cancel any orders.
Once your order arrives, you can return the parcel to receive a full refund.
Please use the supplied package return sticker included with your order to return it free of charge.
If there is no returns label supplied or it got damaged please contact our customer service. You can reach our customer service via phone (+33) 01 - 80 14 45 18 or via E-Mail (service@puma.com).

Can I place an order by email/post/fax?

No, we only accept orders placed via the PUMA Online Shop.

What happens if a product is not available in the required size/color?

Please send your query by email to service@puma.com.

How will I know when my order has been sent out?

When your package is passed to the dispatch partner, you will receive a confirmation of dispatch by email. This confirmation of dispatch will contain a control number that can be used to track online the status of your package. The track and trace system can be used to follow the progress of your package.

What happens if I am not at home when the package is delivered?

If the driver does not find you at home, you will receive a notification card informing you that a second attempt will be made on a specified date.

Can I exchange an item?

Exchanging products is not possible.
Please enter a new order in the PUMA Online Shop.

I don't want to keep the purchased item. How long do I have to return it?

You can return all items purchased in the PUMA Online Shop up to 30 days from delivery. To return items at no cost to you, please use the supplied package return sticker. Remember that it is only possible for us to accept items that are returned in their original state.
If there is no returns label supplied or it got damaged please contact our customer service. You can reach our customer service via phone (+33) 01 - 80 14 45 18 or via E-Mail (service@puma.com).
The merchandise may not show signs of wear. The same conditions apply to reduced price items.
Please keep the package delivery note for the event that it needs to be traced.

Specific stipulations apply for personalized styles, because these are exclusively created for you. We, therefore, do not accept returns, except there is a product fault.
If your personalized product is faulty please contact our customer service via phone (+33) 01 - 80 14 45 18 or via E-Mail (service@puma.com).

What’s the difference between the voluntary right to return items and the right of withdrawal?

The right of withdrawal is a statutory right granted to consumers and provides for a period of 14 days to withdraw from the contract by unequivocal statement. The voluntary right of return is an extra service of PUMA. We offer you a period of up to 30 days from delivery to view the purchased product and decide whether it satisfies your expectations. If you decide that you don’t want to keep the item, you can cancel the contract by sending the item back - no need for further declaration needed. Your statutory rights, and particularly your right of withdrawal, remain unaffected by this voluntary right to return purchased items.

I have returned an item, now how do I get my money back?

Reimbursement is usually completed between 3 - 5 days after receiving and conducting the quality check of your returned package.

  • Paying by credit/debit card:
    The value of the returned merchandise will be credited to your credit/debit card account.
     
  • Paying with PayPal:
    The amount will be credited to your PayPal account.
     

Can I return something that was not ordered from the PUMA Online Shop?

Please understand that we are only able to accept items purchased in our PUMA Online Shop.

I would like to return a damaged, faulty or incorrect item, how do I do this?

The legal guarantee of conformity for goods applies to our goods. If an item purchased in the PUMA Online Shop does not meet PUMA quality standards, you are entitled to make a claim within the legally applicable guarantee period. This also applies to items that have been reduced in price.

Please send the merchandise you wish to make a claim about and enclose a copy of the invoice on which you have listed the quality issues, with our dispatch partner Swiss Post to the address below:

Fiege Logistik (Schweiz) AG
c/o PUMA Online Shop
Helsinkistrasse 12
4142 Münchenstein
Switzerland

Please note that faulty merchandise should not be returned using the standard returns process.
Please contact our Customer Service Hotline (+33) 01 - 80 14 45 18

We will send you a new package return sticker to send us the faulty merchandise.

Claims can only be accepted for items purchased in the PUMA Online Shop.

Can I order an item that I cannot find in the PUMA Online Shop?

Unfortunately, this is not possible.

Which countries does the PUMA Online Shop deliver to?

We currently offer online sales in the following countries:
Austria, Belgium, Czech Republic, Denmark (except Greenland, Faroes Island), Estonia, Finland, France (except overseas departments / DOM, French Guiana, Monaco), Germany (Island of Helgoland, Büsingen am Hochrhein), Great Britain (except Channel Islands), Greece, Hungary, Ireland, Italy, Latvia, Luxembourg, the Netherlands (except ABC Islands), Poland, Portugal (except Azores and Madeira), Slovakia, Slovenia, Spain (except Las Palmas, Santa Cruz de Tenerife, Ceuta, Melilla, Fuerteventura, Gran Canaria, La Gomera), Sweden and Switzerland.

Can you send me a catalogue?

The PUMA products are only available for online viewing. Unfortunately, we are not able to send you a printed version.

How to redeem a voucher?

Please enter your voucher code into the voucher field in your shopping bag and click on "Redeem". The voucher code and the discount will now appear in your shopping bag. You cannot redeem more than one voucher code for the same order.

Unfortunately, owing to technical issues, after your order was received, it is not possible to include your voucher code / promotion code in your order. We kindly ask for your understanding in this matter.

CUSTOMER SERVICE

Office hours: 
Mon - Fri 8 am - 8 pm CET
Saturday 8 am - 6 pm CET

PUMA Online Shop
Postfach 201101 
48092 Münster
Germany

Email: service@puma.com

Hotline: (+33) 01 - 80 14 45 18