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Frequently Asked Questions

 

Products

What is the size standard that PUMA uses?

Products on the PUMA site runs in US sizes. Majority of the products comes with product measurements located at the bottom of the size guide. If available, we recommend you to refer to it to help you select a more appropriate fit.

Please bear in mind that some products may run in different size scales.

 

Shipping & Delivery

Will I receive any order confirmation after placing an order?

An order confirmation with the order summary will be sent to you via EMAIL right after you have placed your order with a successful transaction.

 

I have ordered and confirmed payment with Puma PH. What should I do next?

All that is left to do now is to wait for your parcel to arrive at your doorstep. On a side note, you will be receiving an Order Number and a confirmation email upon a successful transaction. You may also use the Order Number to track the progress of your order on our Order Tracking Page, and as a reference to our Customer Service Representative given if you have any further inquiries regarding your order.

 

How can I change delivery address/phone number/recipient for existing order?

Changes in delivery address/phone number/recipient of the items is not allowed after the order has been successfully made. Kindly ensure all the information is correct prior placing an order.

 

I can't track my order on courier tracking page. What I need to do?

If you are unable to track your package on the courier tracking page, your parcel might have been handover to our respective courier partner. The tracking information with our logistic partners will be available within 24 hours after shipping. Please contact us here at Contact_Us with your order number and items details if you are still unable to track your parcel by the following business days after item has been shipped out. We will assist you to resolve the issue with immediate action.

 

How do I track my order status?

You can track your order online 24/7, click ‘HERE’ to track.

 

What shipping options does PUMA offers?

Currently we only offer standard shipping.

 

Is worldwide shipping available?

Unfortunately no, worldwide shipping is not available at the moment.

 

Orders & Payment Methods

I am unable to add my selected item to my cart, why is this happening?

It could be that your selected item has a limited stock quantity. If you are unable to select the item to your cart, there are high chances that someone else has checked out before you resulting in a "out of stock" situation. In such situation, please refresh the page for it to reflect the latest update and try again.

 

Can I cancel my order?

Once your order is placed, we will not be able to cancel the order as it will be processed immediately for fulfilment. For more information, please contact our Customer Service Representative at 1800 1322 0382.

 

Are all products inclusive of taxes and VAT?

Yes, all prices displayed are inclusive of taxes & VAT.

 

Can I place order over the phone?

No, this service is not available.

 

I can’t find the particular product online even though it was selling previously. Has it been discontinued?

We do replenish regularly if items are sold out. However, many of our products are limited edition and in limited stock which will not be replenished. For more information, please do contact our Customer Service Representative.

 

Cancellation, Return, Refund & Exchange

How can I cancel the item?

Once your order is placed, we will not be able to cancel the order as it will be processed immediately for fulfilment. For more information, please contact our Customer Service Representative at Fixed Line: +63-285-400-390 / Toll-Free: +63-1800-1322-0382

 

How do I return an item?

If you wish to return your order, you can do so within 14 days of receiving your orders. Please bear in mind that returns are only applicable to selected products.

To initiate the return process, we have 2 ways for your convenience:

  1. Contact our customer service and share with us your order number and the product you would like to return.
  2. Use the "Initiate Return" on the upper right-hand corner in the Quick Links to initiate a Self-Return and follow the instructions here.

Returns are however not applicable for gift cards and shoe care. For hygiene purposes, returns are not acceptable for undergarments (excluding sports bras), face masks, socks and personalized products once the order has been made. Please click here to find out more about our return policy.

Our returns policy may also be updated from time to time. PUMA holds the right to alter or amend and the final decision will be from PUMA depending on the situation.

 

How soon will I receive my refund?

Refund can be processed in the case of a return. For your convenience, we offer different refund options for you to choose from, basing on your payment method at the time of purchase. Please note that in the event of a refund, shipping fees will not be refunded.

Payment Method Refund Method PUMA Processing Time Frame Bank Processing Time Frame
Credit Card/Debit Card Credit Card 1 - 3 Working Days Up to 14 Working Days
Cash on Delivery Debit Transfer 1 - 3 Working Days Up to 21 Working Days

 

Can I exchange product at store or online?

No, this service is not available.

 

Vouchers & Promotions

Can multiple discount or voucher codes be used at the same time?

No, only 1 code per transaction is applicable for use.

 

What happens if my discount/voucher has expired?

It will no longer be valid and deemed unusable.

 

What to do if there's an error message saying voucher is invalid?

Each promotion and campaign might have its own T&Cs and some might require minimum purchase. Please also check on the expiry date of the voucher/discount code before proceeding to checkout. If the problem persists, please send your inquiry to service@sea.puma.com or call to our customer careline at Fixed Line: +63-285-400-390 / Toll-Free: +63-1800-1322-0382

 

Will my vouchers's validity be reverted in the event my order has been returned?

We will not be able to return any vouchers used as each voucher is applicable for one time use only. Please contact our Customer Service Representative for more details.

 

Membership & Warranty

I cannot log into my account, what should I do?

You can click on "Forgot Password" and we will send a link to your email address allowing you to create your new password. Then you can log into your account with the new password.