Frequently Asked Questions
How do I pay?
The PUMA Online Shop offers the following methods of payment:
- Debit MasterCard
- Visa Electron
- Klarna - Pay in 30 days*
- Klarna - 3 interest-free installs*
*More details on Klarna avaliable below:
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 for order values above £50. A standard shipping charge of £3.95 will be applied on order values less than £50. We also offer express shipping for a fee of £9.95.
How long will the delivery take?
The standard delivery time generally will be 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 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 may not be supported by our system.
Which specific terms and conditions apply to personalized products?
Specific terms apply for personalized styles regarding returns, withdrawal and delivery periods:
We do not accept returns of personalized products with exclusion of product defects. The right of withdrawal does not apply to personalized products.
Orders containing personalized items will initially be required to be shipped via Evri to our personalization team's facility for personalization. Once processed you will receive a tracking update via DPD regarding the shipping to your requested delivery address.
As a result, delivery times for orders containing personalized products will take approximately 2 - 3 days longer than standard product deliveries. Please allow up to 10 working days into total for delivery.
Has my order been received?
You will receive a confirmation email after completing your order.
Can I change an item in my basket?
It is not possible to change sizes or colors of items, or to add or delete items.
Please enter a new order in the PUMA Online Shop.
Can I cancel my order?
Unfortunately, we are unable to cancel 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.
If there is no returns label supplied or it got damaged please contact our customer service. You can reach our customer service via phone or via E-Mail ([email protected]).
Can I place an order by email/post/fax?
Unfortunately, we can only process orders that are placed on uk.PUMA.com.
How will I know when my order has been sent out?
When your order had been shipped you will receieve 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.
What happens if I am not at home when the package is delivered?
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 avaliable 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 60 days after delivery. Please use the return label provided within your parcel and hand in at your closest Evri parcelshop:
If you don't have a return label, please contact our customer service by phone or by email: [email protected]
Once we have received the goods, you will be reimbursed within 14 days of us receiving the goods and conducting our quality checks. 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 60 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 14 days after receiving and 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.
- Paying with PayPal:
The amount will be credited to your PayPal account.
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?
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
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.
Can I order an item that I cannot find in the PUMA Online Shop?
Unfortunately, this is not possible.
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.
Can you send me a catalog?
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 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, 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.
Office hours: Monday - Friday from 8 am - 8 pm
PUMA Online Shop,
c/o DSV Solutions Ltd
70 Scalley Way
NN9 6RJ Rounds
Email: [email protected]
United Kingdom: +44 (0) 203 - 32 65 481*
Ireland: (+353) 01 - 4 37 36 38