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Release date: 07.05.2021

 

Frequently Asked Questions

 

How do I pay?

Please visit our Terms and Conditions for an overview of the offered payment methods in your country.

How to redeem a voucher / promo code?

Please enter your promo code into the promo code field in your shopping cart (or directly in checkout) and click on "Apply". The promo code and the discount will now appear in your shopping cart. You cannot redeem more than one voucher code for the same order.

Unfortunately, it is not possible to include your voucher code after you placed your order.

Where can I use my PUMA Gift Card?

PUMA Gift Cards issued in a PUMA store in the EU and Switzerland or on eu.puma.com can be redeemed in every participating PUMA store throughout the EU and Switzerland or online at eu.puma.com.

Where do I enter my Gift Card?

Please enter your gift card while choosing your payment method in checkout and click on "+ Add a gift card". Up to 3 gift cards can be added for one purchase. You can check your balance anytime at giftcard.puma.com.

Do I have to spend the exact amount on my Gift Card?

No. If your purchase amount is lower than the value of the Gift Card, you can use the balance for a purchase at a later date. If your purchase amount is higher than the value on the Gift Card you can use any other acceptable payment method for the remaining amount.

Can I return a product purchased with a Gift Card?

Yes. The normal PUMA return policy applies to all products purchased with a Gift Card. You will receive your refund as a new Gift Card attached to your "Return Confirmation" email once your return has been processed.

Is there a minimum order value?

There is no minimum order value.

Which countries does the PUMA Online Shop deliver to?

Please visit our Delivery page for an overview of all countries.

How much are the delivery costs?

Please visit our Delivery page to learn more about the delivery costs.

How long will the delivery take?

Please visit our Delivery page to learn more about the standard and express delivery times.

The delivery time for orders that contain personalized styles is increased by 2-4 working days, as these products are exclusively created for you.

Where can I check the status of my delivery?

You can check the status of your delivery at https://eu.puma.com/de/en/account/login or directly on your PUMA Account.

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

When your parcel is passed to the dispatch partner, you will receive a confirmation of dispatch by email. This confirmation of dispatch will contain a tracking number that can be used in the track and trace system of your selected carrier to follow the progress of your package.

What needs to be considered for Express Shipments?

Express orders are delivered from Monday to Friday, excluding public holidays.

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 two digits. Please note that some special characters or spaces may not be supported by our system. Further information can be found in our Terms and Conditions.

Has my order been received?

You will receive a confirmation email after completing your order. In case you have not received a confirmation email please contact our customer service via phone or via email (service@puma.com).

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 place a new order in the PUMA Online Shop. In case you wish to cancel your order please contact our customer service via phone or via email (service@puma.com).

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

Please contact our customer service via phone or via email (service@puma.com).

How long can I return my purchase?

In addition to your legal cancellation right, PUMA offers you voluntarily an additional right to return goods purchased in the PUMA Online Shop free of charge. You may return goods without stating any reasons within 60 days from delivery, provided the goods are complete, unused and undamaged. To do so, please use the return label provided by us and hand in your parcel to the respective carrier. If you don’t have a return label, please contact our customer service by phone or by email (service@puma.com). Please note that this voluntary return right does not apply to products that have been personalized for you. If your personalized product is faulty please contact our customer service via phone or via email (service@puma.com). Please keep the package delivery note in the event that it needs to be traced. Further information can be found in our Returning Items.

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

You will be reimbursed latest 14 days after we received your return. We will carry out the reimbursement using the same means of payment as you used for the initial transaction.

In case you paid with the Gift Card, you will receive a new Gift Card attached to your return confirmation.

Can I return products that were not ordered in the PUMA Online Shop?

Please understand that we can only 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 contact our customer service via phone or via email (service@puma.com).

Customer Service

For questions and feedback please contact our Customer Service.