For a PUMA purchase, the first practical question is whether the seller was PUMA’s own online shop or another sports retailer. A brand logo on the trainers does not identify the company that took the payment.
What the company says
PUMA’s official return page describes a free-label process for qualifying direct online purchases and states that personalised goods do not qualify for its voluntary return option. It does not provide direct exchanges through that online workflow: a different size is a separate new order. For eligible direct UK purchases, the published voluntary window is 30 days after delivery, with a free Evri label or QR-code return method. Read the official PUMA policy or help page for the company’s own wording and any product-specific changes.
Before you send anything
Retrieve the email confirmation, open PUMA’s UK returns portal and enter the order reference and email requested. Generate the Evri QR code or label, and keep the carrier receipt. For a personalised football shirt, check the exclusion before treating it like plain unworn kit.
For footwear or clothing sold by GO Outdoors, the shop’s own receipt and return instructions remain relevant.
A situation that changes the route
If you bought PUMA shoes at a multi-brand sports chain, take the receipt to the actual seller’s returns guidance. Sending a third-party order to PUMA’s direct fulfilment centre may not produce a valid return.
PUMA describes reimbursement through the original payment means after an accepted returned order has reached it. If the item arrived faulty or incorrect, contact the UK support team first rather than using its standard unwanted-item return route.