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Frequently Asked Questions



What is the size standard that PUMA uses?

Products on the PUMA site run in UK sizes. Majority of the products come 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 Thailand. What should I do next?

All that is left to do now is wait for your parcel to arrive at your doorstep. Simultaneously, 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 to 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 handed over to our respective courier partner. The tracking information with our logistic partners will be available within 24 hours after shipping. Please contact us HERE 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?

Once your order has been shipped, you will receive a Shipping Confirmation Email which will contain your Tracking Number.

You can track your order online 24/7 at Kerry Express.


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 for our Thai store.


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 fulfillment. For more information please contact our Customer Service.


What are the payment methods available?

We support VISA and MASTERCARD credit and debit card payments from all major banks as well as QR PromptPay.


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 currently 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.


Cancellation, Return, Refund & Exchange

How can I cancel an item?

Once your order is placed, we will not be able to cancel the order as it will be processed immediately for fulfillment. For more information, please get in touch with our Customer Service.


How do I return an item?

If you wish to return your order, you can do so within 30 days of item delivery. Please bear in mind that returns are only applicable to selected products. Returned items must be in their original condition with its original packaging and with tags still attached. Products must not be washed, used or altered. Simply pack the items to be returned in the shipping packaging that was used for your delivery and seal it properly with tape. Do not tape anything on the original product packaging as any damage caused will be irreversible and return requests will be rejected.

Please contact our customer service at [email protected] with the following information to proceed with the return.

For Pickup Return Request

Subject Email: PUMA Return Pickup Request - [Order Number]

a. Contact Person Name (First & Last)
b. Mobile Number for Contact Person
c. Customer Name (First & Last)
d. Pickup Address & Postal Code
e. Product & Quantity for Return (Please Specify Size(s) if Applicable)
f. Return Reason
g. Pickup Date (Must Be at Least 2 Business Days From the Date of Return Email Submission)

Once our customer service team has received your email, they will proceed with generating a return label. This return label will be emailed to you alongside a confirmation of the return request and date for pickup. Please kindly print this label and stick it on the return box.

On the requested return pickup date, a courier partner agent will be in touch via the Mobile Number provided for the Contact Person for pickup as specified.

For hygiene purposes, returns are not acceptable for undergarments (excluding sports bras), face masks, socks and personalised products once the order has been made. Please click HERE to find out more about our Return Policy. Our Return 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 situations.


How soon will I receive my refund?

A refund can be processed in the case of a return. This will depend on your payment method at the time of purchase. Please note that in the event of a refund, any return shipping fees will be borne by the customer and previous shipping fees from the initial order will not be refunded. Additionally, our team will only commence the refund process upon the receiving of goods at our facility at an estimated time of 1 – 2 weeks.

Payment Method Refund Method PUMA Processing Time Frame Bank Processing Time Frame
Credit Card Credit Card 1 - 3 Working Days Up to 14 Working Days
Debit Card Debit Card 1 - 3 Working Days Up to 14 Working Days
Cash on Delivery (COD) Bank Account 3 - 5 Working Days Up to 7 Working Days


Can I exchange product at store or online?

No, this service is not available.



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.


Tax Invoice

How to request a tax invoice from PUMA

3 Steps:

1. After placing an order, please contact Customer Service to request a tax invoice.

2. Please provide the following information to Customer Service:

  1. Order Number
  2. Name & Surname / Company name of the buyer's duty payer
  3. Buyer's Tax Identification Number
  4. Telephone Number
  5. E-Mail Address

3. A tax invoice will be sent to your email ~30 days after confirming this information with Customer Service.

NOTE: Tax invoices must be requested within the same calendar month that an order is placed