Help

How do I pay?

The PUMA Online Shop offers the following methods of payment:

Paying by invoice

Direct eBanking (Only Available for Austria)

PayPal

PUMA Gift Card

Paying by credit card:

• Visa
• Mastercard
• American Express

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 € 30,00. A shipping charge of € 4,90 will be applied on order values less than € 30,00.

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 for:

Belgium, the Netherlands (except Channel Islands), Luxembourg, Poland and Austria	2-4 working days
Czech Republic, Denmark (except Greenland, Faroes Island), Italy, Finland, Sweden, Slovenia and Spain (except Las Palmas, Santa Cruz de Tenerife, Ceuta, Melilla, Fuerteventura, Gran Canaria, La Gomera)	3-5 working days
Portugal (except Azores and Madeira), Estonia, Hungary, Ireland, Latvia and Greece	4-6 working days
Slovakia	5-7 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 under tel: +41 / 44 / 2 42 86 00.

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 online.

What happens if I am not at home when the package is delivered?

TNT:
You will receive a notification card which contains the necessary data you need to collect your package (branch name and address).
The package will be stored for three weeks. Then, at the end of this period, it will be returned to PUMA.
Bring Parcels:
If you or your representative are not at home when the driver calls, the package will be deposited at a branch of the Danish post office for seven days.

UPS:

A notification card will be left for you.

Post Danmark:

If you or your representative are not at home when the driver calls, the package will be deposited at a branch of the local post office for seven days.

Itella:

If you or your representative are not at home when the driver calls, the package will be deposited at a branch of the local post office for seven days.

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, please use the supplied package return stickers.

Bear in mind 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 invoice:
  If no payment has been made, the value of the returned merchandise can be deducted from the overall invoice sum. If you wish to return the entire order, there is no need to make any payment. If you return merchandise that has already been paid for, we will transfer the money back to your account.
• Paying by credit/debit card:
  The value of the returned merchandise will be credited to your credit card account.

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

Send your query by email to service-eu@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 complain within the legally applicable guarantee period. This also applies to items that habe 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 issues and send them, with one of our dispatch partners, to the address below:

• For Austria:
  PUMA Online Shop
  Paketfach 90
  4005 Linz
  Austria
• For Denmark:
  PUMA Online Shop
  Postboks 100
  7017 Taulov Pakkecenter
  Denmark
• For Finland:
  Deutsche Post
  c/o PUMA Online Shop
  P.O. Box 5310
  FI-00002 Helsinki
• For Sweden:
  PUMA Online Shop SE
  c/o Bring Parcels
  55810 Jönköping
  Sweden
• For all other European Countries:
  PUMA Online Shop
  Industriestrasse 160
  31275 Lehrte
  Germany

Please note that faulty merchandise should not be returned using the standard returns process. Please contact our Customer Service (+41 / 44 / 2 42 86 00). 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, Faroes Island), Estonia, Finland, France (except overseas departments / DOM, French Guiana, Monaco), Germany (Island of Helgoland, Büsingen am Hochrhein), Great Britain (except Channel Islands), Greece, Hungary, Ireland, Italy, Latvia, Luxembourg, the Netherlands (except ABC Islands), Poland, Portugal (except Azores and Madeira), Slovakia, Slovenia, Spain (except Las Palmas, Santa Cruz de Tenerife, Ceuta, Melilla, Fuerteventura, Gran Canaria, La Gomera), 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 bag and click on "Redeem". The voucher code and the discount will now appear in you 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.