Release date: 12.02.2024
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A list of all the countries PUMA delivers to can be found in the delivery details.
The delivery time and cost of your order depends on the delivery country and the selected delivery method. Please check the delivery details here.
Final shipping costs will be provided during checkout, when selecting the shipping method.
We offer Express Shipping to most countries eligible for delivery (excluding Switzerland, Romania, Croatia and Norway), for a fee of 9,95€. Orders placed by 2pm on weekdays from Monday to Friday can be delivered the next business day (Saturdays not included). For logistical reasons, orders placed after 2pm on Friday will be shipped out on the following Monday only. In exceptional circumstances, express delivery might be delayed.
Currently, we do not offer delivery to PO boxes.
If you do not expect to be at home at the indicated delivery time, you can contact the carrier with the tracking number of your shipment to arrange a delivery to an alternative delivery point (e.g. your neighbour or a collection point).
You can track the shipment progress of your PUMA order with the tracking information that was provided in the shipping confirmation email.
By clicking on the tracking number, you will be redirected to the respective carrier tracking page to view the status of your delivery.
Alternatively, after dispatch you can find the tracking information on your PUMA account by accessing your order history. All your orders will be visible and you will find the tracking number located here.
The carrier tracking page is updated regularly. If you do not see any movement within 5 business days, please contact our Customer Service team indicating your order number. We will work with our delivery partner to locate your parcel.
You should first have a look at the delivery location details on the tracking provided in your shipping confirmation email, or on your PUMA account. It is possible that your order was delivered to a collection point or a neighbour.
If this is not the case, please reach out to our Customer Service team indicating your order number. We will work with our delivery partner to locate your parcel.
It is possible that your parcel is being returned, e.g. due to an error in the address that was provided.
Unfortunately, we are not able to resend your order. As soon as it arrives in our warehouse, you will receive a return confirmation via email and we will initiate a full refund.
If you are still interested in receiving your PUMA styles, please place a new order on PUMA.com
The delivery address can only be modified within a short time frame after the order confirmation.
If you spot a mistake in your address, please contact our Customer Service team as soon as possible and provide your order number.
If you receive a shipping confirmation via email, your parcel has already left our warehouse. At this point, we can no longer correct your delivery address.
In this case we advise you to contact the carrier directly. You can find the respective carrier by clicking on the tracking link in your shipping confirmation email. It is often possible to either provide them missing information or to choose an alternative delivery point (e.g. your neighbour or a collection point).
To return your items, please use the return documents provided in your parcel:
1. Pack the items you wish to return into the parcel, and ensure that they are complete and in their original condition. Note that you can return items from separate orders in the same parcel.
2. Fill in the return slip, listing your reason for returning the item, and the number of articles being sent back. If you are returning items from separate orders, please include the filled-out slip from both orders.
3. Attach the Return Label on the outside of the parcel and seal it.
4. Drop off the parcel at the respective carrier printed on the Return Label free of charge.
5. You will receive a proof of return with a tracking number. Please keep it for your own records.
After your return has been successfully processed, you will receive a return confirmation via email.
Can't find the return documents inside your parcel? Please reach out to our Customer Service team indicating your order number.
You can return your PUMA items within 60 days after the receipt of the parcel.
You can drop off your parcel at any access point of the carrier printed on your Return Label.
At the moment it is not possible to return an online order in a physical PUMA store.
Personalised items are excluded from the legal cancellation right and the voluntarily return right of 60 days.
As these articles are created especially for you, they can only be returned in case of manufacturing or material faults.
You can return your PUMA items free of charge. To do so, please use the Return Label provided in your PUMA parcel and drop off the return at the respective carrier printed on the Return Label.
Keep in mind that a pickup can lead to additional fees.
Currently, we cannot process the direct exchange of products.
Instead, we can issue a full refund on returns of PUMA items and you can reorder another item on PUMA.com that better suits your needs.
Please find the available payment methods listed under § 6 Payment in our Terms and Conditions.
If you encountered an error, please refresh the page and try to finalise the order again. This could be due to several reasons:
Still having trouble completing your purchase? Please send a screenshot to our Customer Service team.
When redeeming your voucher or discount, please consider the following:
Still having problems with your code?
Please take a screenshot of the error code and send it, along with the voucher or promo code, to our Customer Service team.
To use your code successfully, please consider the following.
Are you still having problems with your code?
Please take a screenshot of the error code and send it together with the voucher code to our Customer Service team.
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. Currently we do not offer the redemption in our PUMA retail stores in Bulgaria, Croatia, Czech Republic, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Luxemburg, Poland, Portugal, Slovakia and Slovenia. For these countries, we recommend you redeem your Gift Card on eu.puma.com online.
You can redeem your PUMA gift card at checkout when selecting the payment method.
Click on "+ add a gift card" above the available payment methods and enter the card number and the PIN.
If your order amount is lower than the value of the gift card, you can use the remaining balance for a purchase at a later date.
If your order amount is higher than the value on the gift card, you can use any other acceptable payment method to make up the difference.
You can easily check the balance of your gift card on our website by inserting your card number and PIN on the Gift Card Balance page.
To use your gift card successfully, please consider the following:
Still having problems with your code?
Please take a screenshot of the error and send it as an attachment with your gift card number to our Customer Service team.
Your invoice is attached to your shipping confirmation email.
Please transfer the billed amount to the PUMA account number within 14 days of the date listed on the invoice.
You can find the bank details and your reference number on the invoice which is included attached to the shipping confirmation.
To proceed with a bank transfer, you can find the relevant PUMA bank details per payment method as described below:
Your order will be processed once the payment is received. The items will be reserved for 7 days and cancelled, if payment is not confirmed.
After your order is successfully processed, a shipping confirmation will be sent via email.
You will receive a shipping confirmation email once your order is processed.
For more information and the link to Klarna Customer Service, please visit our Klarna FAQ page.
Keep in mind that the bank transfer can take up to a couple of business days to be processed.
If you have already paid for your order but still received a payment reminder, it is possible that your payment could not be assigned due to a missing payment reference number. The payment reference number is indicated on your invoice.
Please contact our Customer Service team via email ([email protected]) and provide them with a proof of payment and your order number.
For returns:
You should receive the refund on the returned items within 14 days after receipt and registration in our warehouse.
If the order was paid for with a gift card, a new gift card with the value of the returned articles will be attached to your return confirmation.
For cancellations:
Your refund will be processed automatically once your order has been cancelled. This is depending on your chosen payment method and takes up to 14 days.
If the order was paid for with a gift card, the refund of the cancelled order will be transferred to your existing gift card shortly after the cancellation.
You can check the balance of your PUMA gift card here.
If you have not been reimbursed within 14 days, please reach out to our Customer Service team indicating your order number and the items concerned.
Here's where you can find your order number:
Once you have confirmed your purchase, it is no longer possible to modify your order.
Should you wish to return any items, you can do so free of charge.
You are wondering whether you can cancel an order at PUMA.com?
You can cancel your order by reaching out to our Customer Service team and providing your order number.
Please keep in mind that the order can no longer be cancelled once it has been shipped. However, you have the possibility to return the items free of charge.
Your order could be incomplete due to the following reasons:
Still unsure why your order was incomplete? Please contact our Customer Service team, indicating your order number.
Please check the availability of your desired item on PUMA.com. All items are regularly updated and if a particular item, size, or colour is not displayed, this means it is currently unavailable.
Stay up-to-date on our latest product releases by subscribing to our newsletter or visit your nearest PUMA store.
To check the availability of your desired item in your nearest PUMA store, we recommend that you contact the PUMA store directly.
You can find your nearest store here.
The FIND MY SIZE feature on our website will help you choose the perfect fit. It is displayed on the product page of your desired article above the available sizes.
You can find our PUMA measurements in the size guide on PUMA.com. It is displayed on the product page of your desired article above the available sizes.
The legal warranty right applies to all items purchased on PUMA.com. If your item does not meet PUMA quality standards, you are entitled to make a claim within the legally applicable warranty period.
To claim your item please reach out to our Customer Service team and provide the following information:
We do not recommend putting your PUMA shoes in the washing machine. Please also refrain from using bleach or aggressive detergents.
You can clean any dirt off your sneakers with a damp cloth and mild detergent, or using specialist leather cleaner and wiping them dry.
While they dry, stuff your shoes with paper or a dry towel, so they do not lose their shape.
To clean our canvas sneakers, brush off any excess dirt first.
Create your PUMA account in 3 easy steps:
Do you want to change your personal data on your PUMA account?
Forgot your password? Here's how you can reset it:
Do you want to change your password?
If you wish to delete your account on PUMA.com, please reach out to our Customer Service team and provide the email address you linked to your account.
To subscribe to our newsletter please do the following:
With our PUMA newsletter you can stay up-to-date with launches of new collections and collaborations, you will be included in special promotions and get early access to pre-sales on PUMA.com.
Additionally, you will receive a 15% voucher code as a welcome gift via email (PUMA newsletter discount).
Please note that the discount is not automatically applied to your first order and needs to be inserted manually.
There is a link to unsubscribe from our newsletters at the end of all our marketing emails. You can find this in the last newsletter you received from PUMA.
Click here to reach out to our Customer Service team and for the following contact details: email address, phone number, business hours, postal address and live chat.
