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Release date: 30.11.2022

Frequently Asked Questions

Click on the icon to learn more about a topic or scroll down to find your question.

Delivery
Return
Payment
Order
Product
Account
Newsletter
Contact

 

1. Delivery

 

1.1 Which countries do you deliver to?

A list of all the countries PUMA delivers to can be found in the delivery details.

1.2 How long does PUMA shipping take and how much does it cost?

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.

1.3 What are the conditions for Express Delivery?

We offer Express Delivery to most countries eligible for delivery. With the Express option, you can expect to receive your parcel on the following business day. Note: only orders placed before 2 pm are eligible for Express Delivery.

1.4 Does PUMA ship to a PO box?

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).

1.5 How do I track my PUMA order?

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.

1.6 There is no update on my parcel.

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.

1.7 My parcel was supposed to be delivered, but I have not received it.

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.

1.8. The carrier tracking indicates that my parcel is being returned. Can you resend it?

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

1.9 Can I change my delivery address?

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).

 

2. Return

 

2.1 How do I return my items to PUMA?

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. 
2. Fill in the return slip, listing your reason for returning the item, and the number of articles being sent back. 
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.

2.2 How much time do I have to return my items?

You can return your PUMA items within 60 days after the receipt of the parcel.

2.3 Where can I return my items?

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.

2.4 Are there items that cannot be refunded?

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.

2.5 Is the return shipping free?

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.

2.6 Can I exchange my PUMA items online?

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.

 

3. Payment

 

3.1 Which payment methods do you accept?

Please find the available payment methods listed under § 6 Payment in our Terms and Conditions.

3.2 I encountered an error when selecting a payment method.

If you encountered an error, please refresh the page and try to finalise the order again. This could be due to several reasons:

  • articles have been added from multiple tabs
  • your selected articles are no longer available
  • time-out error

Still having trouble completing your purchase? Please send a screenshot to our Customer Service team.

3.3 My voucher or promo code is not working.

When redeeming your voucher or discount, please consider the following:

  • Insert the code in the provided promo code field visible during checkout.
  • Make sure to enter the code as displayed:
    • Do not add additional spaces
    • Be mindful of upper and lower case letters
    • Make sure you are inserting the correct characters (example 0/1 vs. O/I)
  • Only authorised PUMA vouchers or promotions will be applied
  • Check the conditions of your code (Example: expiry date and is the item in your shopping cart eligible?)

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.

3.4 Why does my PUMA Referral voucher code not work?

To use your code successfully, please consider the following.

  • Insert the code in the provided promo code field visible during checkout.
  • Make sure to enter the code as displayed:
    • Do not add additional spaces
    • Be mindful of upper and lower case letters
    • Make sure you are inserting the correct characters (example 0/1 vs. O/I)
  • Only authorised PUMA vouchers or promotions will be applied
  • Check the conditions of your code (Example: expiry date and is the item in your shopping cart eligible?)

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.

3.5 How can I use my gift card?

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.

3.6 How do I check my gift card balance?

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.

3.7 My PUMA gift card is not working.

To use your gift card successfully, please consider the following:

  • Insert the gift card in the correct field in the checkout:
    Click on "+add a gift card" when selecting the payment method to enter your gift card number and PIN.
  • Your gift card will not work, if you enter the card number in the voucher code field.
  • Make sure your gift card is still valid.
  • Check the Gift Card Balance.

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.

3.8 Where can I find my invoice?

Your invoice is attached to your shipping confirmation email and enclosed in your PUMA parcel.

3.9 I chose the payment method invoice. How many days do I have to make the bank transfer?

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 in your PUMA parcel and attached to the shipping confirmation.

3.10 Where do I find the PUMA bank details?

To proceed with a bank transfer, you can find the relevant PUMA bank details on the invoice attached to your order confirmation email and the invoice enclosed to your parcel.

3.11 I have paid via payment in advance. When will I receive my order?

Your order will be processed once the payment is received. The items will be reserved for 5 days and cancelled, if payment is not confirmed.

After your order is successfully processed, a shipping confirmation will be sent via email.

3.12 I have paid in advance with a bank transfer. How can I check if you've received it?

You will receive a shipping confirmation email once your order is processed. 

3.13 Where can I find more information about Klarna?

For more information and the link to Klarna Customer Service, please visit our Klarna FAQ page.

3.14 Why am I receiving a payment reminder, if I have already paid for my order?

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.

3.15 When will I receive my refund?

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.

 

4. Order

 

4.1. Where can I find my order number?

Here's where you can find your order number:

  • Order history in your PUMA account
  • Order and Shipping confirmation emails
  • Invoice and Return documents enclosed in your PUMA parcel

4.2 Can I make changes to my cart after I have placed my order?

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.

4.3. How can I cancel my order?

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.

4.4 My order is incomplete.

Your order could be incomplete due to the following reasons:

  • The order was splitted into different parcels.
  • The missing items were not available and have therefore been cancelled. This information is indicated in your shipping confirmation email.

Still unsure why your order was incomplete? Please contact our Customer Service team, indicating your order number.

 

5. Product

 

5.1 Where can I find a specific PUMA item?

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.

5.2 In which PUMA Store can I find a certain item?

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.

5.3 What size should I choose?

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.

5.4 Where do I find the PUMA size charts?

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.

5.5 What is the legal warranty right of my PUMA item?

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:

  • your name
  • order number or receipt number
  • photos of the item 

5.6 Can PUMA shoes be washed? 

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.

 

6. Account

 

6.1 How do I create a PUMA account?

Create your PUMA account in 3 easy steps:

  1. Go to the quicklink icon on the upper right corner and click on "register here".
  2. Fill in the required fields and click on "create account".
  3. Congratulations! You can now access your new PUMA account.

6.2 How can I change my personal data on my PUMA account (email, name)?

Do you want to change your personal data on your PUMA account?

  1. Go to the quicklink icon on the upper right corner and click on "Login".
  2. Select "edit profile".
  3. You will be able to change the name and email address provided on your PUMA account.

6.3 How can I reset my password?

Forgot your password? Here's how you can reset it:

  1. Go to the quicklink icon in the upper right-hand corner and click on "Login".
  2. Select "Forgotten your password?" and insert the email address linked to your PUMA account.
  3. You will receive an email with a link to reset your password.
  4. Click on the link and you will be able to change your password.

Do you want to change your password?

  1. Log in to your PUMA account and go to "My Account".
  2. Click on "Edit" in the password section.
  3. Fill in the fields and save your changes.

6.4 How do I delete my account?

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.

 

7. Newsletter

 

7. 1 How do I sign up to the PUMA newsletter?

To subscribe to our newsletter please do the following:

  1. At the bottom of the PUMA.com website you will find the sign up button.
  2. Insert your email address, birthday and gender, and accept the Terms and Conditions.
  3. A confirmation email will be sent to you, please click "Confirm Sign Up" to complete your registration.

7.2 What do I gain from subscribing to the newsletter? 

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 20% 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. 

7.3 How can I unsubscribe from the newsletter?

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.

 

8. Contact

 

8.1 I couldn't find the answer to my question in the FAQs, what should I do now?

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. Please note, the live chat is currently only available in selected countries and languages.