Frequently Asked Questions

Purchaser

How to order

Enter your section via the scrolling bar across the bottom of the Homepage or via the Search function in the middle of the page.

Once in your section, choose your item/s along with available size (listed below the product description) and Personalisation options, if available. Then click ‘Add to Cart’ button and your selected items will be added to the Shopping Basket.

Review your Shopping Basket and, if you have a coupon/promo code you can upload the details at this stage.

If you are happy with your order, simply click ‘Proceed to Checkout’ and either log-in as a current user or register as a new account to process your secure payment details – this includes credit/debit card details and delivery address.

Finally, confirm your order and you will receive an email confirmation detailing the estimated delivery date – at this stage the order is complete.

If you are having trouble processing an order or have a query simply contact us click here

What does bespoke, stock and personalised mean?

Bespoke products are made-to-order so that they are unique to your team. This means that the design and colours will only be available to you and not part of a wider stock range.

Stock products use a PUMA customised design that is available to buy off-the-shelf with a selection of colours to choose from.

Personalised products include additional branding logos, lettering or initials as part of the design – a process that takes place after the garments have been manufactured.

What products can I buy?

You can order any product and size featured on your shop site unless it states otherwise (e.g. sold out). These products are chosen by your organisation prior to the launch of the site.

The site updates on a live basis to make sure it’s up-to-date however there are occasions when sales are processed while an order is being made…  resulting in more orders accepted than stock available. If this happens, we will instantly inform you by email seeing that it might result in a short delivery delay while additional products are made.

Are the product images accurate?

We invest a lot of time and effort in providing high quality images to give you a good representation of what the product will look like. We also provide a zoom functionality to allow you to check the details that set our PUMA products apart from the rest of the competition.

All monitors display colours differently so be sure to read the information about colours carefully before you order.

Can I order a product that is not featured on our site?

No, you can only buy products that have been requested by your organisation in advance. These are the products featured on your site.

Where can I find my size guide?

The size guide can be found on every product page in the product description section above the size options.

My size is not available?

If your size is not available, it’s more than likely that we do not have that size in stock. If you choose to order an alternative size then this is the size that will be sent to you.

Can I make an order over the phone?

No, we can only accept orders via the online store. If you do not have access to the site simply contact your organisation who will liaise with our Accounts Team.

Can I add any additional product to my order?

You can add additional products to your order until the selling window closes. As soon as the selling window closes all orders will be processed and you cannot make any changes.

I have ordered the wrong product and size so can I make an order amend?

You can make amends to your order until the selling window closes. As soon as the selling window closes all orders will be processed and you cannot make any changes.

I have requested the wrong personalisation so can I make a branding amend?

You can make amends to your branding until the selling window closes. As soon as the selling window closes all orders will be processed and you cannot make any changes.

When does the sales window on the site close?

You can only purchase products when the sales window is open. The length of this period is agreed in advance and dictated primarily by manufacturing lead times to ensure you receive your orders by a specified time.

Will there be more than one sales window?

We always suggest you buy during the first sales window to avoid disappointment however, sometimes, our client requests additional sales windows throughout the year. To find out whether there are plans to open more than one sales window simply contact your organisation – we cannot confirm such details.

Where can I purchase products when the site has closed?

You can only purchase products during the sales window. If you have missed the sales window simply contact your organisation who might have spares or will request an additional sales window subject to demand and timescales.

When will ‘sold out’ products and sizes be restocked?

This can vary depending on a variety of reasons so simply complete the following enquiry form click here and we will respond to your specific request within two working days.

Will my order be delivered to the organisation or my shipping address?

Your order will always be sent to the ‘Shipping Address’ displayed on your order confirmation e-mail. There are times when your organisation will arrange for all orders to be sent to their offices for collection.

How do I track my order?

First of all, check your email order receipt or the site to find out when your products are expected to arrive – this will be a certain number of weeks or days after your sales window ends.

If you have not received your order by the specified date then complete the customer service form and we will look into the situation for you click here

Can I request delivery to a different address?

Yes you can. When you log into your account, simply fill in the ‘Shipping Address’ fields and your order will be quickly and securely dispatched to the address you specify. This can be a different address to where your bank account statement gets sent to.

If you have already received your ‘order confirmation’ and then want to change your delivery address simply complete this form to request the change click here

Where’s my order… it’s late or I want to know when it will arrive?

First of all, check your ‘email order receipt’ for confirmation about the delivery times – your order will be processed as soon as the sales window ends (as highlighted on the site). From this point, you will receive your order within the specified period.

If you have not received your order by this time or received a ‘delivery delayed notification’ (check both Inbox and Junk folder) then contact customer services via the enquiry form click here.

More often than not, if an order includes both bespoke and stock products, they will be delivered at the same time (you may have to wait until the bespoke product has been made).

– Bespoke products: 10 weeks

– Personalised products: 4 weeks

– Stock with no branding: 1 week

Note: Order delivery times are highlighted in your email receipt and on the website.

I’m missing items from my order?

If you have ordered products that have not arrived simply complete the following form and we will get back to you within 2 working days click here

I’ve received the wrong item or the wrong size

If you have received the wrong products simply complete the following form and we will get back to you within 2 working days click here

Payment, Pricing & VAT

We process all payments through SagePay (formally Protx)… one of the leading payment service providers. This allows us to accept the following Credit and Debit cards:

– Mastercard

– Visa

– Maestro

– Visa Debit

My payment has not been accepted

If you are having problems processing a payment, first of all, check your card balance to make sure you have sufficient funds in your account or whether you have a temporary bank authorisation problem.  If there is no problem with your cards, simply complete the enquiry form click here and we will respond within two working days.

Security, privacy & accessibility

We place huge importance on the security of our site. All transactions, from signing up to your account to actually making a payment, are encrypted using an SSL Certificate to secure all your important details.

For added security, we pass the payment handling onto SagePay (formally Protx) to give you peace of mind that your transaction is being handled securely. Your credit card information is not stored on our servers.

Can I get a refund or return my products?

Due to the nature of what we sell, we cannot accept the return of goods that have been worn or used. The same applies for personalised items, if it’s got your name on it, we can’t take it back.

If you find that your purchase is faulty, we are happy to accept returns – post the faulty item(s) to our address given in the contact us section and we will process your return as quickly as possible.

You will normally receive a refund in about 2-3 weeks. Most refunds are fully refunded in 3-5 days after we receive and process your return. They are issued based on the payment method used at the time of purchase. If your refund doesn’t appear in Your Account and the processing time for your payment method has passed, contact us for further assistance click here.

We will refund your postage return costs, up to our standard delivery option cost, if:

– You received an incorrect item

– You received a damaged item

– You received a defective item

Note: After the carrier has received your item, it can take up to 2 weeks for us to receive and process your return.

Undelivered parcels

Occasionally parcels are returned to us as undeliverable. We cannot re-dispatch orders that have been returned to us so, when a carrier returns a parcel as undeliverable, we’ll have to issue you a full refund. If you’d still like to purchase the items in the parcel you’ll need to place a new order on the site with correct address.

A parcel might be returned as undeliverable for several reasons:

– Incorrect address. Please double-check the address carefully when placing your order.

– Incorrect address format. If our system doesn’t recognise the way an address was entered.

– Failed delivery attempts. Most of our carriers will make more than one attempt to deliver a parcel but if they find they can’t successfully deliver your parcel it’ll be returned to us.

– Refused by recipient. A gift recipient who isn’t expecting a gift may refuse a parcel. If you want to place a new order as a gift, you may want to let the recipient know that a surprise is on the way.

– Illegible address. In rare cases address labels may become illegible in transit.

– Damaged in transit. If a parcel is damaged while it’s on its way to you the carrier may return it without attempting delivery.

How do I use my discount/promotional voucher code?

If you’ve got a promo code, simply enter the code number and/or letters in the Voucher Code box at the checkout page. Your discount/promotional entitlement will automatically be calculated against the order and the shopping basket screen will be updated accordingly.

I cannot remember my password

If you have forgotten your password, simply click here and enter your email address under the ‘forgotten password’ link. Then, we’ll send you a new password to your inbox.

Latest News