Help

How do I pay?

The PUMA Online Shop offers the following methods of payment:

Paying by credit/debit card:

• Visa
• Mastercard
• American Express
• Maestro

PayPal

PUMA Gift Card

How much is the minimum order value?

There is no minimum purchase order value.

How much are the delivery costs?

We offer free shipping for order values from £ 25,00. A shipping charge of £ 3,90 will be applied on order values less than £ 25,00.

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.

How long will the delivery take?

If your order reaches us Monday to Friday before 02:00 p.m., delivery will generally take between 3 and 5 working days.

Has my order been received?

You will receive an order confirmation by email usually within 15 minutes of completing your order.

Can I subsequently change an item in my order?

It is not possible to subsequently change sizes or colours of items, or to add or delete items.
Please enter a new order in the PUMA Online Shop and cancel the order you want to change.

Can I subsequently cancel my order?

As long as the package has not left our warehouse, the order may be cancelled.
Cancellations can be carried out by contacting our Customer Service on tel. 08 71 / 3 84 99 69 (£ 0.10 per minute from landlines, see your providers' rates for calls from mobile networks).

If the package has already left our warehouse, you can refuse to accept the package, or use the supplied package return sticker to send it back to us free of charge.

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

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

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 package code or 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?

Parcelforce Worldwide:
If you are not there when the Parcelforce Worldwide driver calls, they will leave a note in your letter box telling you where to pick up your package. Sometimes a package is taken in by a neighbour.

UPS:
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 and cancel the order you want to exchange.

How long do I have to return an item?

You can return all items purchased in the PUMA Online Shop within 40 days upon receiving of the merchandise. To return items at no cost to you, please use the supplied package return stickers.
Remember that it is only possible for us to accept items that are returned in their original state. 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.

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

Reimbursement is usually completed between 3 and 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.

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

Send your query by email to service-uk@shop.puma.com.

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?

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 issus, with one of our dispatch partners Parcelforce Worldwide or UPS to the address below:

PUMA Online Shop
Coventry National hub
Siskin Parkway West
Coventry CV98 9XX

PUMA Online Shop
Antwoordnummer 8000
3301 WB Dordrecht
Netherlands

Please note that faulty merchandise should not be returned using the standart returns process. Please contact our Customer Service under Tel. 08 71 / 3 84 99 69 (£ 0.10 per minute from landlines, see your providers' rates for calls from mobile networks). And 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?

We can only fulfil orders that are available in the PUMA Online Shop.

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), Estonia, Finland, France (except overseas departments / DOM), Germany, Great Britain (except Channel Islands), Greece, Hungary, Ireland, Italy, Latvia, Luxembourg, the Netherlands, Poland, Portugal (except Azores and Madeira), Slovakia, Slovenia, Spain (except Las Palmas, Santa Cruz de Tenerife, Ceuta, Melilla), 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 can not 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.