Frequently Asked Questions

How do I pay?

The PUMA Online Shop offers the following methods of payment:

  • Paying cash on delivery
  • Paying by credit/debit card

Are there any order value limitations?

There is no minimum purchase order value.

How much are the delivery costs?

Shipping charge depends on region and shipment method you choose. To see full detailed shipment prices table click here.

How long will the delivery take?

Delivery time depends on region and shipment method you choose. To see full detailed shipment cost table click here.

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 colors 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 on tel. 8-800-200-1948.

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.

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. The track and trace system can be used to follow the progress of your package.

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

Russian Post

When parcel with order will come to stated post office, you’ll receive notification card at your letter box.


DHL \ Express Courier (SPSR):

If courier does not find you at home, a notification card will be left indicating when the next delivery attempt will take place. They will attempt delivering one more time. You can contact courier company’s phone numbers to arrange a specific delivery time.

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 14 days upon receiving of the merchandise. To return items, please use the supplied package return form.

Remember 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.

See more details about returns at this page.

I have returned an item, now how do I get my money back?

Reimbursement time depends on which payment method was used. Usually it could be completed between 3 and 5 business days after receiving and conducting the quality check of your returned package.


Paying by cash:

Please fill in the return form and choose preferable refund method – cash payment forward (by Russian Post) or your bank account refund.


Paying by credit card or e-wallet:

Please fill in the return form, money will be returned at your bank card or e-wallet account that order was paid with. 


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 make a claim within the legally applicable guarantee period. This also applies to items that have 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, with Russian Post to the address below:

150961, Yaroslavl
PO box 83

Please note that faulty merchandise should be returned to PUMA Online Shop for examination.

Please contact our Customer Service under Tel. 8-800-200-1948 or send your reclamation to

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 fulfill orders that are available in the PUMA Online Shop.

Which countries does the PUMA RUSSIA Online Shop deliver to?

We currently offer online sales in Russia.

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 shopping bag and click on "Redeem". The voucher code and the discount will now appear in your 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.