Customer FAQs
1. What is Click & Collect?
Click & Collect allows you to place and pay for your order online and have it delivered to a participating PUMA store. You can collect your order from the store once you receive confirmation that it is ready to collect. During the pilot phase, Click & Collect is available only at the PUMA Concept Store in Herzogenaurach.
2. How do I place a Click & Collect order?
Add your items to your shopping bag and proceed to checkout. Select the PUMA Concept Store in Herzogenaurach as your Click & Collect location and complete your order and payment online. Your order will then be delivered to the selected store for collection.
3. Are all products available for Click & Collect?
Yes. All PUMA products available for purchase in the PUMA Online Shop are eligible for Click & Collect, unless otherwise indicated during checkout.
4. How can I pay for my Click & Collect order?
There is no change to the existing payment process. Your Click & Collect order must be paid for online when you place the order. The available payment methods will be displayed during checkout.
5. Do I have to pay for delivery to the store?
Yes. A delivery charge applies to Click & Collect orders during the pilot phase. The applicable charge will be displayed during checkout. The standard free-delivery threshold for regular online orders also applies to store deliveries.
6. How long does delivery to the store take?
The estimated delivery time will be displayed during checkout. Please note that you can collect your order only after receiving a separate email confirming that it is ready for collection.
7. When can I collect my Click & Collect order?
Please wait until you receive a separate email confirming that your order has arrived at the store and is ready for collection. Do not visit the store based on the shipping confirmation alone, as this means your order is still on its way. The store is open Monday to Saturday, from 10 am to 7 pm. Please check the current store opening hours before collecting your order.
8. What do I need to bring when collecting my order?
Please bring your order number and a valid official ID. Our store staff will use these details to locate your order and verify your identity before handing over the parcel.
9. Can somebody else collect my order?
No. During the pilot phase, only the customer who placed the order can collect it. The name on the valid official ID must match the customer details provided with the order.
10. How long do I have to collect my order?
Your order will be held at the store for 10 working days from the date on which you receive confirmation that it is ready for collection. If you do not collect it within this period, it will be returned to our warehouse and a refund will be initiated in accordance with the original payment method once the return has been processed.
11. Can I return my Click & Collect order in store?
No. Click & Collect orders cannot be returned in store. If you would like to return an item, please initiate the return through the PUMA website (Return Policy | Puma Deutschland)(Opens in new window) using the standard online returns process. The return and withdrawal conditions applicable to online orders also apply to Click & Collect orders.
12. Can I exchange my Click & Collect order in store?
No. Items from a Click & Collect order cannot be exchanged in store. Please collect your order and follow the standard online return process if an item is not suitable. If you would like a different item, size or colour, you will need to place a new order.
13. I have received my shipping confirmation. Can I collect my order now?
Not yet. A shipping confirmation email means that your order is on its way to the store. Please wait for a separate email confirming that your order has arrived in store and is ready for collection before visiting the store.