FREQUENTLY ASKED QUESTIONS
1. DELIVERY
Currently, we only offer online within the Kingdom of Saudi Arabia.
Once we receive your order, the standard delivery time is usually 3 to 4 business days. Delivery dates might be affected during public holidays. Charges of 30 SAR will be applied for orders of 200 SAR or less, and free shipping will be provided for orders above 200 SAR.
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.
The carrier tracking page is updated regularly. If you do not see any movement within 2 business days, please contact our Customer Service team, indicating your order number. We will work with our delivery partner to locate your order.
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 order.
It is possible that your order is being returned, e.g., due to a lack of response. 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
Once the order is placed, we can no longer correct your delivery address. You can always contact our Customer Service team and share the correct delivery information, and the team will coordinate with our delivery partner. Changes or modifications in the delivery information might cause a delay in delivering the order.
2. RETURNS
1. Send an email to [email protected] with your return request or WhatsApp us at +971 (52) 707 8032.
2. Pack the items you wish to return into the parcel and ensure that they are complete and in their original condition. Note that you can return items from separate orders in the same parcel.
3. You will receive an email notification that we have received your return request.
4. The return will be collected by our shipping partner within 1 to 3 business days.
5. Once your item(s) has been received and assessed by our warehouse, we will refund you within 10 business days to the same credit/debit card used for the purchase or to a local bank account in the case of cash-on-delivery orders.
6. You will receive another email notification stating that your refund has been processed.
You can return your PUMA items within 30 days of receipt of the order.
Unless defective or damaged upon receipt, used products and certain other products are excluded from return, including, without limitation, those products that cannot be resold due to health reasons, e.g., underwear, socks, face masks & water bottles.
Yes, the return shipping is free.
Currently, we don't offer a direct exchange of products. Instead, we can issue a refund on returns of PUMA items, and you can reorder another item on PUMA.com that better suits your needs.
The delivery fee is not refundable unless you receive an incorrect item.
The COD fee is not refundable.
3. PAYMENT
We accept Debit cards, Credit cards, Apple Pay, Tabby, Tamara, & Cash On Delivery
If you encounter 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
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 lowercase 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.
For returns:
You should receive the refund for the returned items within 10 business days after processing the return in the warehouse.
For cancellations:
Your refund will be processed automatically once your order has been canceled. This depends on your chosen payment method and takes up to 10 business days.
4. ORDER
Here's where you can find your order number:
- Order history in your PUMA account
- Order and Shipping confirmation emails
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.
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 canceled once it has been shipped. However, you have the option to return the items free of charge.
Your order could be incomplete due to the missing items that were not available and have therefore been canceled. 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
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 visiting your nearest PUMA store.
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.
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.
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 claim within the legally applicable warranty period.
To claim your item, please reach out to our Customer Service Team and provide the following information:
- Order number or receipt number
- Photos of the item
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 use a specialist leather cleaner and wipe 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
Create your PUMA account in 3 easy steps:
- Go to the quicklink icon on the upper right corner and click on "register here".
- Fill in the required fields and click on "create account".
- Congratulations! You can now access your new PUMA account.
Do you want to change your personal data on your PUMA account?
- Go to the quicklink icon on the upper right corner and click on "Login".
- Edit/change your information under "Account Information."
- Save the changes.
Forgot your password? Here's how you can reset it:
- Go to the quicklink icon in the upper right-hand corner and click on "Login".
- Click on "Forgot your password?" and insert the email address linked to your PUMA account.
- You will receive an email with a link to reset your password.
- Click on the link, and you will be able to change your password.
Do you want to change your password?
- Log in to your PUMA account and go to "My Account".
- Fill in the fields under the "Password" area and save your changes.
- Go to the quick link icon in the upper right corner and click on "Login".
- Select "edit address" under the "Address' area.
- You will be able to edit/change the information of your address.
- Save the changes.
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. CONTACT
You can always reach our Customer Service team with your question if it's not covered under FAQs.