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Edited by:
Ajust Content Team
Last updated:
March 24, 2026
AI-sourced. Human-edited. Something out of date? Let us know.

Table of Contents

Table of Contents

Puma
customer support overview

Puma Australia handles customer support through a dedicated help centre powered by Zendesk, with phone and online form as the primary contact options. There is no live chat currently available for Australian customers. Based on reviews, Puma Australia's customer service reputation is mixed, with common complaints centring on slow response times and refund delays.

Key support channels and facts:

  • Phone: 1800 786 228 (toll-free), Monday to Friday, 9:00 am – 5:00 pm AEST/AEDT, excluding Melbourne public holidays
  • Online form: Submit a request via the Zendesk help centre — include your order number and attach photos for product issues
  • Self-service: Searchable help articles covering delivery, returns, and payments at au.puma.com
  • Ratings: 1.5/5 on ProductReview.com.au (Puma Online Store, 87 reviews); 1.7/5 on Trustpilot (international, ~2,946 reviews)

Common
Puma
 customer issues and complaints

Delivery Delays and Non-Delivery

  • Orders frequently arrive outside stated timeframes, with some customers waiting 15+ days without receiving a tracking number
  • During sale periods, delays are reportedly more severe
  • Parcels marked as dispatched by Puma sometimes generate no Australia Post tracking updates

Order Cancellations Without Notice

  • Customers have reported orders being cancelled for out-of-stock items after payment is processed, with no proactive communication
  • Refunds following cancellations have also been delayed

Slow and Unresponsive Customer Service

  • Phone calls to Puma's support line reportedly go unanswered
  • Emails receive automated responses or no reply at all, with some customers waiting 8+ days for a first contact
  • Resolution often requires multiple follow-ups with no guarantee of outcome

Refund Delays and Errors

  • Customers report waiting up to 50 days to receive a refund after returning an item
  • Partial refunds (for example, receiving refunds on only 4 of 5 returned items) have been flagged, with no follow-up despite repeated emails

Product Quality Issues

  • Footwear deteriorating within 8 months of purchase, including holes forming in uppers and soles separating, is a recurring complaint
  • Customers note difficulty escalating quality issues through standard support channels

How to contact
Puma
customer support

Phone Support

  • Number: 1800 786 228 (free call within Australia)
  • Hours: Monday to Friday, 9:00 am – 5:00 pm AEST/AEDT
  • Excludes: Melbourne public holidays
  • Tip: Have your order number ready before calling to speed up verification

Online Request Form

  • Visit the Puma Australia help centre and click "Submit a request", or go directly to the request form
  • Select the category that best describes your issue, then complete the form with your name, order number, and a clear description of the problem
  • Attach photos if your query relates to a faulty or damaged item - this significantly speeds up assessment
  • Save your ticket reference number after submitting

Self-Service Help Centre

Official Contact Page

Puma
key customer policies: refunds, returns, cancellations and more

Returns

  • Free returns accepted within 30 days of purchase for online orders. Items must be unworn, with tags attached, in original packaging
  • Online orders cannot be returned to physical Puma stores; exchanges are not available. Return and re-order instead
  • Excluded from returns: socks, underwear, and water bottles
  • One free return per order; additional returns are at the customer's cost

Refunds

  • Refunds are processed within 3–5 business days of the warehouse receiving the returned item (allow up to 14 business days total from lodgement)
  • Refunds are returned to the original payment method only
  • Customer review data indicates real-world refund timelines often exceed these stated periods. Document all correspondence

Shipping

  • Free standard shipping on orders over $150; $10 flat rate for orders under $150; $15 for express shipping
  • Standard metro delivery: 1–3 business days from dispatch; regional areas up to 8 days
  • All shipments via Australia Post with tracking sent by email or SMS

Faulty Items and Warranty

  • Customers who receive a faulty item should contact Puma as soon as possible and provide images of the defect
  • Puma offers a voluntary manufacturer's warranty (6 months on safety footwear for defective workmanship under normal use)
  • Under Australian Consumer Law (ACL), customers have additional statutory rights to a repair, replacement, or refund for products that fail to meet acceptable quality standards — these rights apply regardless of any stated warranty

Price Adjustments

  • Puma Australia does not offer post-purchase price adjustments if a promotional price was not applied at checkout
  • Customers who want to benefit from a subsequent price reduction can return the item under the 30-day policy and re-purchase at the lower price
Table of Contents

Puma
 complaints submitted through Ajust

Recent experiences with
Puma
customer service

Smooth Order and Delivery

A customer purchasing apparel reported a straightforward experience: their order arrived within the stated 1–5 day timeframe, sizing was correct, and product quality met expectations.

50-Day Wait for Refund With No Communication

A customer who ordered in November 2024 experienced delivery delays and, after returning their order, waited 50 days without receiving a refund or any meaningful response from Puma.

Cancelled Order, No Refund, No Contact

A customer placed an order for an item listed as in stock on the website. Without prior warning, the order was cancelled citing out-of-stock status. Despite Puma initiating the cancellation, the refund was not returned promptly and the customer was unable to reach support by phone or receive substantive email replies.

‍

Official
Puma
Customer Service Links & Contact Information

Puma
Contact FAQs

What is the Puma Australia customer service phone number and when can I call?

The Puma Australia customer service phone number is 1800 786 228, a free call available Monday to Friday, 9:00 am to 5:00 pm AEST/AEDT, excluding Melbourne public holidays. If you cannot get through by phone — which is a common experience reported by customers — submitting a request through the Puma Australia Zendesk help centre is the recommended alternative. Have your order number ready whichever channel you use, as it speeds up the process significantly.

How long does a Puma Australia refund take after returning an item?

Puma Australia's stated refund timeframe is 3 to 5 business days after the warehouse receives your return, with up to 14 business days from the date you lodged the return. In practice, customer reviews on ProductReview.com.au and Trustpilot report real-world wait times that frequently exceed this — in some cases reaching 50 days. To protect yourself, keep your return tracking details and save every piece of correspondence with Puma so you have a documented record if the refund does not arrive within the stated window.

Can I return a Puma Australia online order to a physical store?

No. Puma Australia online orders cannot be returned to physical Puma stores. Returns for online purchases must be lodged through Puma's online returns process within 30 days of purchase, with items unworn, tags attached, and in original packaging. Exchanges are also not available for online orders; if you want a different size or colour, you need to return the original item and place a new order. One free return is included per order, with additional returns at your own cost.

What are my rights if a Puma product is faulty or falls apart quickly?

If a Puma product is faulty, you have rights under Australian Consumer Law (ACL) that go beyond Puma's voluntary manufacturer's warranty. Under the ACL, you are entitled to a repair, replacement, or refund for any product that fails to meet acceptable quality standards. These rights apply regardless of how long ago you bought the item or what Puma's warranty terms say. Contact Puma as soon as possible with photos of the defect, and if you are not getting a satisfactory response through standard support channels, you can escalate your case to a consumer rights body or use a complaints platform to apply additional pressure.

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