Frequently Asked Questions

How do I pay?

The PUMA Online Shop offers the following payment methods to ensure secure and convenient shopping:

  • Visa
  • MasterCard
  • PayPal
  • Bank Transfer (Payment in advance)

Is there a minimum order value?

There is no minimum order value.

How much are the delivery costs?

We offer free standard shipping for order values above 25.000 HUF. A standard shipping charge of 1.495 HUF will be applied on order values less than 25.000 HUF. We also offer express shipping for a fee of 2.995 HUF.

How long will the delivery take?

The delivery period for Hungary is 2-4 business days, unless otherwise stated on the respective product page or during checkout.

You can get your styles even faster with 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 is increased by 2-4 working days, as these products 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.

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 or spaces may not be supported by our system.

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).

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

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 & trace system of your selected carrier to follow the progress of your package.

How long can I return a purchased item?

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 30 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 at 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 for the event that it needs to be traced.

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

You will be reimbursed latest 14 days after receiving the goods.

We will carry out the reimbursement using the same means of payment as you used for the initial transaction.

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).

Which countries does the PUMA Online Shop deliver to?

We currently offer shipping only to the following countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark (except Greenland, Faroes Island), Estonia, Finland (except Åland Islands), France (except overseas departments / DOM, French Guiana, Monaco), Germany (except Island of Helgoland, Büsingen am Hochrhein), Great Britain (except Channel Islands, Isle of Man, Orkney Islands, Hebrides, Shetland Islands), Greece, Hungary, Ireland, Italy (except San Marino), Latvia, Lithuania, Luxembourg, the Netherlands (except ABC Islands), Poland, Portugal (except Azores and Madeira), Romania, Slovakia, Slovenia, Spain (except Canary Islands, Ceuta and Melilla), Sweden and Switzerland.

How to redeem a voucher?

Please enter your voucher code into the voucher field in your shopping bag and click on "Apply". 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, it is not possible to include your voucher code after you placed your order.

CUSTOMER SERVICE

Office hours:

Mon - Fr  08 am - 08 pm

Saturday 08 am - 06 pm

PUMA Online Shop
Postfach 201101 
48092 Münster
Germany

Email: service@puma.com

Hotline:

Hungary     (+36) 01 - 84 806 85