What is Puma's return and exchange policy?
The Puma official online store offers a "return and exchange within seven days" policy. Contact the customer service team for assistance within seven days of purchase.
What should I do if my package is damaged upon delivery?
Check the outer packaging for damage before signing. Inspect the product after opening. If there are any issues, keep all documents and contact the online customer service centre immediately.
How long does delivery take?
Delivery times vary by location, generally ranging from 2 to 5 days. Delivery to outlying islands and remote areas may take longer.
Can I modify my order after it has been submitted?
Orders cannot be modified once submitted. For unpaid orders, cancel and place a new order. If the payment is complete, contact customer service for a refund and make a new purchase.
How can customers become a Puma member?
Customers can join the Puma membership programme by creating an account on the official website. Members can enjoy a faster checkout experience, manage their orders, save delivery details, and receive updates on exclusive offers and new product launches.
Can customers exchange products purchased online?
Yes. Eligible products may be exchanged within 7 days of delivery. Exchanges are limited to the same product style and colour, and only one return or exchange request is allowed per order. Orders delivered to Macau are not eligible for exchanges.
Can online purchases be returned to a physical store?
No. Products purchased through the official online store cannot be returned to Puma retail stores. Likewise, products bought from physical stores cannot be returned through the online store.
Where can customers check their order status?
Customers can track their purchases through the Order Tracking section on the official Customer Centre. Shipping updates become available once the order has been dispatched.
How can customers contact Puma customer support?
Customers can contact Puma through the official online Customer Service Centre by submitting an enquiry. Support is available for orders, payments, returns, exchanges, product enquiries, and other shopping-related assistance during published service hours.
What logistics service does Puma use for shipping?
Puma uses SF Express Logistics for efficient product distribution. Orders paid before 4:00 pm usually ship the same day. Orders paid after are shipped the next day.