Frequently Asked Questions
How do I pay?
The PUMA Online Shop offers the following methods of payment:
- Visa
- MasterCard
- Maestro
- Debit MasterCard
- Visa Electron
- PayPal
- Klarna - Pay in 30 days*
- Klarna - 3 interest-free installs*
- Apple Pay
*Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. T&Cs apply.” Include this link: https://www.klarna.com/uk/terms-and-conditions/
Unfortunately we do not accept American Express as a form of payment.
How much is the minimum order value?
There is no minimum purchase order value.
How much are the delivery costs?
We offer free standard shipping with Evri on orders over £50.00 GBP.
- Evri Standard Shipping (3-5 working days) - £3.99
- Evri Express Shipping (1-2 working days - 2pm cut off) - £6.99
- DPD Next Day Delivery (Monday to Friday only - 2pm cut off) - £7.99
How long will the delivery take?
Our standard delivery timeframe is between 3-5 working days. You can get your styles even faster by using express delivery. Express orders placed before 14.00 h will be delivered on the next working day. For orders placed after 14.00 h the delivery will take place within 2 working days.
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. Express orders can only be delivered to home or work addresses. Pick-up locations are excluded.
What is Personalisation of Products?
Personalised 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 may not be supported by our system.
Which specific terms and conditions apply to personalised products?
Specific terms apply for personalised styles regarding returns, withdrawal and delivery periods.
We do not accept returns of personalised products with exclusion of product defects. The right of withdrawal does not apply to personalized products.
Please note that orders containing personalised products incur an extra 2-4 days for processing, on top of our standard delivery timeframe.
Next day delivery is not available for orders containing personalised products.
Has my order been received?
You will receive a confirmation email after completing your order.
Can I cancel or amend my order?
Unfortunately, we are unable to cancel or amend any orders.
Once your order arrives, you can return the parcel to receive a full refund.
Please use the supplied package return sticker included with your order to return it free of charge.
How will I know when my order has been sent out?
When your order had been shipped you will receive a notification of dispatch in the form of shipping confirmation. This confirmation will contain a tracking number which can be used to monitor the status of your package.
Evri will attempt to deliver your package 3 times. If the 3rd delivery attempt is unsuccessful, the parcel will then be returned to the sender.
Can I exchange an item?
Unfortunately, the direct exchange of products is not available at the moment. However, you can return an item and purchase the desired item in it's place.
I don't want to keep the purchased item. How long do I have to return it?
We off free returns following the below return method up to 30 days after delivery.
During our festive period, we offer free returns for up to 60 days after your purchase date. This only applies to orders placed between the dates of 23/11/2023 and 19/12/2023.
Please use the return label provided within your parcel and hand in at your closest Evri parcelshop:
https://www.evri.com/find-a-parcelshop#/
If you don't have a return label, you can generate one for free through the following link:
https://www.evri.com/return-a-parcel
It can take up to 14 working days for us to receive the goods, conduct our quality checks and issue the refund. We will carry out the reimbursement using the same method of payment that you used for the initial transaction.
What's the difference between the voluntary right to return items and the right of withdrawal?
The right of withdrawal is a statutory right granted to consumers and provides for a period of 14 days to withdraw from the contract by unequivocal statement. The voluntary right of return is an extra service of PUMA. We offer you a period of up to 30 days from delivery to view the purchased product and decide whether it satisfies your expectations. If you decide that you don't want to keep the item, you can cancel the contract by sending the item back - no need for further declaration needed. Your statutory rights, and particularly your right of withdrawal, remain unaffected by this voluntary right to return purchased items.
I have returned an item, now how do I get my money back?
You will be reimbursed up to 14 days after we have received and quality checked your returned item(s).
Your funds are returned to your original method of payment, we are unable to redirect the funds to an alternative payment method.
Can I return something that was not ordered from the PUMA Online Shop?
Please understand that we are only able to accept returns for 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 send the item(s) you wish to return and enclose a copy of the invoice in which you have listed the quality issues to the address below:
PUMA Online Shop,
c/o DSV Solutions Ltd
70 Scalley Way
NN9 6RJ Rounds
United Kingdom
Please note that faulty merchandise should not be returned using the standard returns process. Please contact our customer service to generate a new slip to send us the faulty merchandise.
Claims can only be accepted for items purchased in the PUMA Online Shop.
Please be aware that, in case you purchased a PUMA product from a third party and not from PUMA directly, PUMA is not responsible to fulfil any warranty claims you may have under your purchase contract. We recommend that you contact the relevant seller in order to file a warranty claim.
Which countries does the PUMA Online Shop deliver to?
We are currently only ship to the following countries:
United Kingdom (except Channel Islands, Isle of Man, Orkney Island, Hebrides and Shetland Islands.
How do I redeem a voucher?
Please enter your voucher code into the promotional code 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, owing to technical issues, it is not possible to include your voucher code / promotion code after your order has been placed.
CUSTOMER SERVICE
Office hours: Monday - Friday from 8 am - 8 pm
PUMA Online Shop,
c/o DSV Solutions Ltd
70 Scalley Way
NN9 6RJ Rounds
United Kingdom
Email: [email protected]
Hotline:
United Kingdom: +44 (0) 203 - 32 65 481*
Ireland: (+353) 01 - 4 37 36 38