FREQUENTLY ASKED QUESTIONS

When are you closed over the Holiday's?

December: 26th - 28th Closed

I'm not sure if I've successfully completed my order?

When you have successfully completed your order, you will receive a confirmation email. If you don't receive an email, please get in touch with our Customer Care Team. Be sure to check your spam folder first!

Where is my order?

Standard orders delivered into New Zealand take between 5-14 working days. As soon as your order has left our warehouse in Melbourne, Australia, we’ll send you a shipping notification email to keep you in the loop. The email will contain your shipping tracking number so you can track the progress of your order through the Australia Post website. 

Don’t stress if your tracking number doesn’t work immediately. It often takes up to 4 hours for it to be searchable in the system.

How much does shipping cost?

We offer free standard shipping across New Zealand for orders over $100, excluding Tax, not matter how large or small your order. For orders under $100, excluding Tax, the regular shipping cost is $10.

How long does shipping take?

We use Australia Post eParcel to get your items to you, so you’ll only have to wait 5 to 14 working days once your order has left our warehouse.

For express shipping, you must have completed your order by noon AEDT. Any orders placed after noon will take an additional 1 business day to be delivered.

Can I order online and pick up in store?

No. All orders made online are shipped direct from our warehouse for faster service.

How do I return or exchange an item?

PUMA is committed to your happiness; we want you to love your product as much as we do. You may return any PUMA products in their original, unused condition for a full refund of the merchandise value. We will gladly accept your return within 30 days of the date of delivery.

Having trouble? Call our Customer Care Team at 0800 800 094 or email onlinestore-nz@puma.com.

What happens if my product is faulty?

PUMA takes extreme care in ensuring our products are of the highest quality. However, if for any reason you find a fault with one of our products, we would like to help you resolve the problem. In all instances where the product may be faulty, please contact our Customer Care Team on 0800 800 094 (between 9:00am and 5:00pm Australia, Melbourne, AEDT, Monday to Friday) who will advise and assist with the returns process. PUMA will ensure all costs associated with returned product, including delivery, is at no expense to you.

What are my options when I return an item?

Whether your item was faulty or you've just changed your mind, PUMA provides two return options:

1. Exchange for an alternate size/colour (subject to stock availability)

or

2. Refund to your original method of payment (e.g. credit card or PayPal)

On occasion, your requested replacement item may have sold out by the time your product is posted and received by PUMA. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayPal) will be refunded.

How long will it take to receive a refund?

Sometimes packages can take a little while to get back to us, so please allow up to 30 days for us to process your return from the time you send your products. We'll be doing our best to refund/credit your account as soon as the package is in our hands.

Can I return an item to a retail store?

Product purchased from puma.com.nz must be returned via our return system. PUMA product purchased from retail stores should be returned to the store from which those products were purchased.

Who gets refunded if I return a gift?

The refund will be credited to the original card or account used to purchase the gift.

How can I access or change my account details?

Click here to access your account. Don't forget you will need your username and password.

Why do I need an account?

As a member, you'll pretty much have the run of the place. You can:

  • Check out faster when making a purchase
  • Check the status of your orders
  • See any of your past orders
  • Change your account details, including password
  • Store any extra shipping addresses

What happens if I forget my password?

Don't worry if you forget your password. Go to My Account and click “Forgot your password?” We’ll email you a link to reset your password.

How do I change my password?

Sign In to your account. Once you're signed in, click “Change Password” and enter your current and new passwords in the fields provided. Hit “Save” and you’re all set!

Is my personal data safe if I create an account?

Yes, your data is safe with PUMA as we are fully compliant with the Privacy Act 1988. Your account and personal details, and any order details, are protected. To access your details on our website, you need to enter the correct password. For more information, view our Privacy Policy .

Are my credit or debit card details saved?

No. We don't save any of your payment details, which means you will have to enter them each time you place an order. That way, you’ll know there's no risk of misuse.

What will I see as a member signed in?

When you're signed in as a member, you'll see full retail-priced products reduced with your x% discount; it will show the original price crossed out, and a member price just for you.

I placed an order but didn't receive my member pricing?

You must be signed in as a member to receive your % discount. If you were signed in, and the discount still didn’t show, please contact Customer Care on 0800 800 094 and we will investigate the matter further.

Where can I use my member discount?

You can take advantage of your discount at PUMA online at au.PUMA.com.

Can I use my membership at PUMA outlet stores or other retailers?

No. You can only use your membership online at nz.puma.com. If this changes in the future, we’ll let you know via email.

What is a Promo Code?

A promo code is a series of numbers and letters that gives you a specific discount or percentage off your purchase when entered at the shopping cart.

An example of a promo code could be: "enter promo code 'ABC123' in the shopping cart to receive x% off." This promo would come with certain terms and conditions and will often be time sensitive.