Frequently asked questions

Delivery

What are the shipping costs and options?
Shipping costs relevant to your country are displayed both on the product page and during checkout.

How long does the delivery take?
Orders are typically dispatched within 3 business days of being placed and delivered shortly thereafter. All orders are dispatched from our warehouse in the Netherlands.

Do I have to pay custom clearance fees and import taxes?
If your order is being delivered outside the European Union or the United Kingdom, you may be required to pay custom duties and clearance fees once the order arrives in your country. These fees are not included in your order total at checkout, and we have no control or influence over them. Once your order is placed, you enter the purchase contract accepting that import fees are unavoidable and your full responsibility as the recipient.

What if I pre-ordered an item?
If you have pre-ordered an item, the estimated dispatch date will be shown on the product page and at checkout. Your order will be shipped on (or shortly after) this date. Please note that we do not split shipments. If your order includes both in-stock and pre-order items, the entire order will be shipped once the pre-order item is available. To avoid delays, we recommend ordering in-stock items separately.

Can I track my delivery?
Yes. Once your order has been dispatched, you will receive an email from the courier with tracking information. Any changes to delivery must be arranged directly with the courier, as we are unable to make modifications once the order has been picked and packed at our warehouse.

I missed my delivery
If you’re not home when delivery is attempted, the courier may leave your package with a neighbour or in a safe place in/or around your building. Alternatively, it is your responsibility to use your tracking link to request delivery to a nearby pick-up point. If the package is not collected in time, it will be returned to our warehouse. In such cases, a refund will be issued minus the return costs incurred.

Will I be charged VAT if ordering to a non-EU address?
For orders shipped to non-EU addresses, products are generally zero-rated and not subject to VAT. However, to maintain fairness across regions, the total amount charged for your order remains unchanged.

My order is missing / Items are missing from my order
In the rare event that your order (or an item from it) goes missing, we will work with the courier to resolve the issue promptly. To assist us, please have your order number, shipment reference, a description of the missing item(s), and any relevant photos ready when contacting customer service.

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Returns

Can I return my item?
We hope you are a huge fan of your purchase! If you’re not completely satisfied, you may return any unwanted items within 60 days - no questions asked.

Can I exchange my item?
Unfortunately, we do not offer exchanges. To receive a different item, you must return the original one for a full refund and place a new order in the meantime.

Which items are eligible for return?
To receive a full refund, items must be unworn, unused, with original tags and labels attached, and, as far as reasonably possible, in their original packaging. Returns will be inspected upon arrival before a refund is processed.

How can I return my item?
For returns from Australia, Canada, the USA and within Europe, we advise you to use our return partner ReBound. Alternatively, you may return your item using your own courier. More info.

How can I return via ReBound?
Register your return with our partner ReBound using your order number and the email used to place the order. Then, follow the instructions provided by ReBound. You will receive a return label or a QR code, which you need to bring along with your item to the nearest drop-off location. Once your return is scanned, you can track its journey via the ReBound website. Once your return arrives to our warehouse, a refund will be issued. When returning with ReBound, you won’t need to worry about additional custom fees. You can register your return here: Rebound.

How can I return my item using my own courier?
If you choose to return your order using your own courier, you must notify us in advance. Please print and fill out the return form and include it in your package. Ensure you obtain valid proof of postage that clearly states our full return address and your details. You must also provide a tracking code and a valid tracking link. If any import fees are required for delivery to the Netherlands, you are responsible for ensuring all duties are paid and the item is successfully released. We recommend insuring your return and selecting the option for signature upon delivery, as we cannot be held responsible for items that are damaged, lost in transit, or not delivered to the correct address. In some cases, a valid Proof of Delivery document may be required for the refund to be processed. More info.

What is the return address?
Return Department Stichd Sportmerchandising B.V. The Posthoornstraat 16 NL-5048 AS Tilburg The Netherlands

Can I return two separate orders in the same package?
Please note that it is not possible to return items from two different orders in the same ReBound return. You must register each order’s return separately. For more information, please contact our customer service team.

What if I receive a faulty item?
Your statutory rights regarding faulty or defective products are unaffected by our return policy. To report a faulty item please contact our customer service team and provide photographic evidence of the issue. Ensure the item is documented with the original tags still attached. If the fault is confirmed, a free return label (or a similar solution) will be provided. We strongly encourage you to contact us as soon as possible after receiving your order, to ensure a prompt resolution.

When will I receive my refund?
A refund will be made within 14 days of the arrival of the goods at our warehouse using the same payment method as the original transaction unless otherwise agreed. If you only return part of your order, the original delivery costs will not be refunded.

When do I lose the right to a return/refund?
You are liable for any loss in value of the goods resulting from use beyond simply checking their features and functionality. If the goods are damaged or altered in any way (including the removal of tags), you no longer have the right to return them. Exceptions may be made on rare occasions. Please contact our customer service team for more information.

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Payments

What payment types can I use?
You can use any of the payment methods below to pay for your order.

• Credit/Debit card: all credit/debit payments are handled via our payment partner Adyen.
• PayPal: When you use PayPal as a payment method, you will be redirected to the PayPal environment to complete the transaction.
• Additional local payment methods may be available depending on your location.

We take security and fraud very seriously, so all payments are validated and accepted in conjunction with the payment provider and card issuer.

Can I get a refund if the price has changed since I ordered?
Our prices change regularly in response to seasonal trends, stock levels and customer demand. As such we cannot refund the difference to previous orders when prices change.

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Orders

I didn’t receive an order confirmation email
You should receive a confirmation email within half an hour of successfully placing your order. If this is not the case, first check your spam folder. If you still cannot see one, please use one of the contact options below and one of our customer support team members will be happy to help you.

I didn’t receive a welcome discount code
You will receive a welcome discount code when creating an account and subscribing to our newsletter simultaneously. If you have done so and did not receive an email containing your code within 30 minutes, please contact our customer service team.

Can I change or cancel my order after it’s placed?
To ensure your merchandise reaches you as fast as possible, we aim to pick, pack, and ship orders as quickly as possible. This means we cannot make any changes once an order is placed. Should you have a critical issue with an order, we will try our best to rectify it before the order leaves our warehouse, but this cannot be guaranteed. So please double-check that all your details are correct before placing an order.

What size should I order?
All our sizes are **EU sizes** (unless clearly stated otherwise). Check size guide for size equivalence if ordering from outside the EU. Our size guides offer body measurements, not garment measurements. Please take into consideration that different designs/styles will fit differently.

Why isn’t my discount code working?
If your discount code isn’t working at checkout, please check the following:

• Only one code per order: our system allows just one discount code per order. Some codes are also limited to one-time use per customer.
• Check out the terms and conditions: discount codes may apply only to specific products, have expiration dates, or be restricted to certain promotions. Be sure to review the details of the specific code you are using.
• Location or account restrictions: some codes are only valid for specific countries or user accounts.

If you have checked all of the above and your code still isn’t working, feel free to contact our customer service team.

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Products

Are your products genuine?
All our products are **100% licensed, genuine products**. This store is operated by **stichd sportmerchandising B.V.**, a member of the PUMA group and an internationally recognised licensed merchandise partner.

The product I want is out of stock. When will it be back in stock?
We try our hardest to always have a full range of products in stock, however, sometimes popular products can sell out. Where possible, we will attempt to restock these but cannot guarantee specific dates. Generally, **sale items are subject to availability whilst stocks last and will not be restocked**.

How to best take care of my item?
You can find washing & care instructions on the **inner labels** of all our products, but here are some general tips to ensure your merchandise remains in tip-top condition for many years to come: wash it with items that have similar washing instructions; wash at the **lowest temperature** possible (the care label states the maximum temperature); **turn items inside out** to protect logos and prints. **Avoid tumble drying** unless the care label explicitly states it’s safe. We take no responsibility if items are damaged due to poor handling.

Do items come with a warranty?
The **legal warranty** applies to all items that you buy from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it.

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