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Frequently Asked Questions

How do I pay?

The availability of payment methods is dependent on your geographical location. You may pay with the payment methods specified at the checkout

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 the minimum applicable threshold for your shipping location


Shipping Location

Shipping Fee 


Order value > DA 12000 = Free

Order value < DA 12000 = DA 2200


Order value > EGP 2500 = EGP 100

Order value < EGP 2500 = EGP 300


Order value > GH₵ 1000 = Free

Order value < GH₵ 1000 = GH₵ 150


Order value > ₪ 300 = ₪ 15

Order value < ₪ 300 = ₪ 30

Ivory Coast

Order value > CFA 60,000 = Free

Order value < CFA 60,000 = CFA 10,000


Order value > MAD 750 = MAD 50

Order value < MAD 750 = MAD 180


Order value > ₦ 40,000 = Free

Order value < ₦ 40,000 = ₦ 8,500


Order value > CFA 60,000 = Free

Order value < CFA 60,000 = CFA 10,000


Order value > DT 250 = Free

Order value < DT 250 = DT 65

Please note – These charges can subject to change and Puma has the right to update them at its discretion

How long will the delivery take?

Once we received your order, the standard delivery time generally will be 3-5 working days.

Has my order been received?

You will receive a confirmation email after 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 place a new order in the PUMA Online Shop.

Can I subsequently cancel my order?

You can cancel the order till status of an order changes to Packed. Once an order is packed, you cannot cancel the order. You can return the parcel to receive a refund once your order is delivered.

Can I place an order by email/post/fax?

No, we only accept orders placed via the PUMA Online Shop.

What happens if a product is not available in the required size/color?

Please send your query by email to

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 tracking number that can be used to track the status of your package online. 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?

If the delivery partner does not find you at home, you will receive a notification card informing you that a second attempt will be made on a specified date.

Can I exchange an item?

Exchanging products is not possible.
Please place a new order on the PUMA Online Shop.

I don't want to keep the purchased item. How long do I have to return it?

You can return items purchased in the PUMA Online Shop up to 45 days from delivery. Innerwear/Bodywear/Swimwear will not be eligible for returns. Remember that it is only possible for us to accept items that are returned in their original state.

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

Reimbursement is usually completed within 14 days after receiving and conducting the quality check of your returned package.

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 note that faulty merchandise should not be returned using the standard returns process. Hence, Please contact our Customer Service for assistance. 

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 currently offer online sales in the following countries: Algeria, Egypt, Ghana, Israel, Ivory Coast, Morocco, Nigeria, Senegal, Tunisia

Can you send me a catalogue?

The PUMA products are only available for online viewing. Unfortunately, we will 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 cart and click on "Apply". The voucher code and the discount will now appear in your shopping cart. 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 9 am - 6 pm GST