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Frequently Asked Questions


How do I check my order status?

COVID-19 Update: As our supply chain takes every precaution for the health and safety of their staff members and our customers, you may experience longer than expected delivery times.

Go to the Login tab at the top of the homepage or Click Here. You can choose to log into your My Account or enter your Order Number.

Once your order has shipped, you will receive an email with a tracking number to track the status of your package.

Feel Free to  Contact Us for more information.


Can I change or cancel my order once it has been placed?

Unfortunately, no. Once your order has been placed it is sent to our warehouse for processing. You will need to return the original package to obtain a refund. Please click here to initiate a return via our return box.

Visit our Returns & Exchanges page for more information.


How do I return or exchange an item?

To initiate your free return click here.

Unfortunately, at this time we do not offer direct exchanges. To exchange an item, you must return the original item and place a new order. For more information, visit our Returns & Exchanges page.


What types of payment are accepted?

The PUMA Online Shop offers the following methods of payment:

1. Paying by CREDIT/DEBIT card:

  • Visa
  • MasterCard

2. Paying using our Instant EFT PRO option

  • Introducing PayU EFT Pro, a new payment gateway product offering from PayU that makes it possible for your customers to make easy, hassle-free, instant EFT payments when shopping via your online store.

How do I used a promotion/coupon code?

To use your promotion or coupon code, enter the code by clicking "Go to cart" on your basket. Make sure you enter the code with the exact spelling and capitalization as shown. You must click "apply" in order for the discount to be applied. The discounted amount will be displayed on the Shopping Bag and Order Summary pages. If the code is invalid, expired or you have not placed the correct products in the shopping bag, the discount will not be applied.


How can I redeem a PUMA Gift Card?

Unfortunately PUMA gift cards are not yet redeemable online.

Please visit our Gift Card Ts & Cs  Page for more information.

What if I have a defective or damaged item?

If you have received a damaged item or believe an item is defective, please contact Customer Service at support@za.puma.com.


Where can I find a PUMA Store or Outlet?

You can find your nearest PUMA Store via our online Store Directory.


How do I care for my PUMA products?

Caring for PUMA Apparel

Please refer to the individual care instructions provided on your PUMA clothing. Care instructions will vary depending on material and type of clothing. In general, avoid putting clothing in the dryer, as it may cause shrinkage. To prevent printed graphics and embroidery from damage, wash and iron your PUMA clothing inside out.

PUMA Footwear Care

All PUMA shoes are designed with durable materials that require little to no maintenance. However, there are some simple ways to keep your shoes fresh and in top condition for even longer.

General Care:

  • Clean your shoes immediately after use if they are exposed to mud or dirt
  • Use your shoes only for their intended purpose
  • Dry your shoes out by removing the foot bed and allowing them to air dry
  • Pack your shoes with crumpled newspaper when you take them off to help them retain their shape
  • Never machine-wash or machine-dry your shoes
  • Keep your shoes away from sources of extreme heat, such as radiators, dryers, or space heaters

Material Cleaning Instructions:

  • Leather: Hand wash using a soft cloth dampened with mild soap and cold water. Do not immerse or soak in water.
  • Nylon and canvas: Using a soft cloth, gently scrub the uppers using mild soap and cold water and allow to air dry. Do not bleach or use harsh cleaning agents.
  • Suede and nubuck: Use a brush specifically designed for suede to keep the outside surface of your shoes clean. Do not get wet.
  • Synthetic leather: Use a soft cloth or soft bristle-brush to gently scrub the uppers using mild soap and cold water and allow to air dry.

How much are the delivery costs?


We offer free standard shipping on orders over R400.


How long will the delivery take?


Once we received your order, the standard delivery time generally will be 3-7 Business Days.

How will I know when my order has been received?


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 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?


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


I am unable to complete the order using the "Credit Card" payment option.

Please contact our customer support team HERE to assist you.


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


Payment REFUNDS can take up to 14 days to reflect in your bank account after receiving and conducting the quality check of your returned package.


Can I return something that was not ordered from za.puma.com?

Please understand that we are only able to accept items purchased Online.


Which countries does the PUMA ZA Online Shop deliver to?

We currently only offer online sales deliveries to South African addresses.


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.


PUMA Company Info


1 Full name and legal status: PUMA Sports Distributors (Pty) Ltd

2 Physical address: PUMA, Equites Business Park, Welbeloond Road, Atlantic Hills, 7551

3 Telephone number: +27 21 551 0832

4 Web site address: https://www.mypuma.biz/#/ hosted and managed in the Republic of South Africa

5 Company Registration number: 2001/012718/07

6 Names of PUMA directors: Luke Murray Barrett-Smith; Brett Michael Bellinger; Derek Freemantle Vanessa Green; Kathryn Mason.

7 PUMA Registered Office: PUMA, Equites Business Park, Welbeloond Road, Atlantic Hills, 7551

8 Physical address where PUMA will receive legal service of documents: PUMA, Equites Business Park, Welbeloond Road, Atlantic Hills, 7551

9 Description of the main characteristics of the goods or services offered: PUMA offers for sale to its Customers various clothing items, shoes and accessories bearing the "PUMA" trademark/s and/or related brands ("the Products"). Detailed descriptions and/or pictures of each of the Products are contained on the Website. PUMA does not warrant that the product descriptions are accurate, current or free from error.


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