To return items free of charge, please use the supplied package return stickers.
If there is no returns label supplied or it got damaged please contact our customer service. You can reach our customer service via phone (+49) 030-22 38 99 33 or via E-Mail (email@example.com).
Bear in mind 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.
Specific stipulations apply for personalized styles, because these products are exclusively created for you. We, therefore, do not accept returns, except there is a product fault.
If your personalized product is faulty please contact our customer service via phone (+49) 030-22 38 99 33 or via E-Mail (firstname.lastname@example.org).
Can I exchange an item?
Exchanging products is due to technical reasons not possible.
Please place a new order in the PUMA Online Shop.
Socks, underwear and swimwear are not returnable.
We strongly advise you to use the following method of returning items. (You are not legally obligated comply with this method):
DHL: To return goods free of charge, use the supplied package return sticker. The package can be handed in at the nearest post office.
HERMES: To return a package free of charge, hand the package in free of charge at a HERMES PaketShop or have it collected by HERMES.
UPS: To return goods free of charge, use the supplied package return sticker and contact UPS directly to arrange a pick up time. Please ensure that the merchandise is packed and ready for dispatch and use the supplied UPS package return sticker.
DHL Express: In order to receive a free return label please contact our customer service with reference to the order number by phone or E-Mail.
If you choose another method of dispatch for your returns, you normally are responsible for the costs.
The address for returns is:
FIEGE Mega Center GmbH
c/o PUMA Online Shop
Reimbursement of Merchandise Value
Reimbursement is usually completed between 3 - 5 days after receiving and conducting the quality check of your returned package.
- Paying by invoice:
If no payment has been made, the value of the returned merchandise can be deducted from the overall invoice sum. If you wish to return the entire order, there is no need to make any payment. If you return merchandise that has already been paid for, we will transfer the money back to your account. Please ensure that you specify your bank details (name of account holder/account number/bank sort code) on the returns form.
- Paying by credit card:
The value of the returned merchandise will be credited to your credit card account.
- Paying cash on delivery:
The amount (not including the cash on delivery fees) will be credited to your bank account. Please ensure that you specify your bank details (name of account holder/account number/bank sort code) on the returns form.
- Paying in advance:
The amount will be credited to your bank account. Please ensure that you specify your bank details (name of account holder/account number/bank sort code) on the returns form.
- Paying with DIRECTbanking
The amount will be credited to your bank account.
- Paying with PayPal
The amount will be credited to your PayPal account.
Items Purchased from Stores
All items purchased from stores need to be returned in the store where the purchase was made, according to the following rules:
- CASH BACK
Full return and refund with proof of purchase.
- BE ON TIME
Products must be returned within 30 days.
- KEEP IT ORIGINAL
Products must be in unworn condition.
Bodywear or customized products can not be exchanged or returned, unless faulty.
Trying the Items on
The merchandise may not show signs of wear. Please ensure that when trying shoes on, you only walk on a carpet or other dirt-free surface. In the event of the merchandise showing wear, compensation may be demanded. This is not the case when the wear on the goods can be compared to the type of testing that would, for example, have been possible in a store.