Frequently Asked Questions (FAQ)

1. Orders & Checkout

1.1. How do I know if my order was successfully placed?

Within 15 minutes of placing your order, you will receive a confirmation email containing a 5-digit order number (e.g., #12345). If you do not see it in your inbox, please check your Spam/Junk folder. If no confirmation email arrives, the order was not created and must be placed again.

1.2. What is the processing and confirmation schedule?

Orders are processed sequentially on business days (Monday — Friday) from 09:00 to 18:00. All shipments are dispatched only after mandatory phone confirmation from an online store operator.

1.3. Can I modify or cancel my order after placing it?

• Modifications (size, color, item quantity): Allowed only during the confirmation phone call with the operator.
• Cancellations: Possible before the order is handed over to the courier by calling +373 76 003 800 (Mon–Fri: 09:00 – 18:00). If the order has already shipped, it cannot be canceled; however, you may initiate a standard return after receiving it.

1.4. Can I place an order via phone or social media?

No, orders are accepted exclusively through our official website: puma.md.

2. Shipping & Delivery

2.1. What are the delivery conditions, rates, and coverage?

• Coverage: Deliveries are available across the entire territory of the Republic of Moldova (excluding Transnistria). International shipping is not available.
• Chisinau: Free for orders of 750 lei or more, while orders up to 750 lei are charged 50 lei (delivery time - up to 3 business days).
• Regions of Moldova: Delivery is provided via FAN Courier, with a delivery fee of 80 lei (delivery time - 3 to 5 business days).

Note: Delivery timeframes may vary slightly during promotional campaigns, public holidays, or adverse weather conditions.

2.2. How does Express Delivery work?

Available only in Chișinău. The cost is 199 lei. Delivery is made within 6 hours for orders placed by 12:00 on business days, after the operator’s call.

2.3. Is fitting available upon delivery?

Yes, the "Try Before You Buy" service is available exclusively to residents of Chisinau:

• Select up to 5 items in a single order.
• Up to 15 minutes are allocated for fitting in the presence of the courier.
• Pay only for the items that fit.
• Exceptions: Underwear and socks are strictly excluded from fitting due to hygiene standards.

2.4. How does store pickup work?

Orders cannot be picked up immediately after placing them online. Items are fulfilled from our central warehouse, and pickup is available at your chosen retail location only after receiving an SMS notification confirming your order is ready.

2.5. What happens if the courier cannot reach me?

The courier will attempt to contact you to reschedule delivery. If the second attempt fails, the order will be automatically canceled and returned to the warehouse. Canceled orders cannot be re-dispatched — a new order must be placed.

3. Payment & Installments

3.1. What payment methods are available?

• Cash on Delivery: Paid directly to the courier upon receipt.
• Online Payment on Website:

  • Bank Cards (Visa / Mastercard).

  • Apple Pay & Google Pay.

  • MIA Instant Payments System (via phone number or QR code).

• Card Payment to Courier: Available exclusively in Chisinau.
• 0% Installments: Via Liber Card by maib (3-month payment plan with 0% interest).

3.2. How do Liber Card installments work?

The online store does not issue credit directly. When paying with a Liber Card by maib, the full transaction amount is processed immediately, and the bank automatically splits the balance into 3 equal monthly installments at 0% interest with no extra fees.

3.3. Are there order value limits?

• Minimum order value: None.
• Maximum order value for individuals: 100,000 MDL (or subject to your available Liber Card limit).

3.4. What should I do if an error occurs during payment method selection?

Refresh the page and attempt checkout again (errors can occur due to multiple open browser tabs or session timeouts). If the issue persists, send a screenshot of the error to our customer support team.

3.5. What should I do if my promo code or voucher doesn't work?

Verify character accuracy (letter casing, extra spaces, confusing "0/O" or "1/I"), and confirm that the promo code meets active campaign validity dates and requirements.

4. Discounts, Promotions & Loyalty Program

4.1. How can I get an additional discount?

• −5% for online card payment at checkout.
• −10% birthday discount (valid on your birthday and the day after).
• −10% discount upon presenting an active membership pass from a partner fitness club.

• Bonus Points & Cashback through the UDS Loyalty Program.

4.2. How do I redeem UDS points on the website?

1. Open the UDS app, navigate to the PUMA brand page, and copy your personal PUMA promotional code (the general UDS app code will not work).
2. Enter the code into the Promo Code field in your shopping cart during checkout.

Important: When selecting online payment, bonus points are deducted instantly. When choosing cash/card payment upon delivery, points are deducted only after the order has been paid in full.

4.3. How do I obtain a GOLD CARD (−30%)?

A cumulative discount card is issued with your first purchase. To achieve the maximum 30% discount (Gold Card), total purchases across your account must reach 75,000 MDL within a 24-month period.

4.4. How do I link my physical discount card or replace a lost one?

• Linking a Card: Log into your personal account on puma.md and enter your card barcode in your profile settings.
• Card Replacement: Fill out the "Card Recovery" form in your account dashboard. A replacement card will be sent via courier (regional shipping fee: 80 MDL).

4.5. Can I opt out of SMS marketing?

SMS notifications are an essential condition for participating in the loyalty program. Opting out will result in the cancellation of your discount card. To request removal, send a formal statement to [email protected].

5. Returns & Exchanges

5.1. What is the return timeframe and policy?

You can return or exchange non-defective items within 14 calendar days of receipt. Items are accepted only if they show no signs of wear, maintain original commercial appearance, tags, original packaging, and are accompanied by a receipt.

5.2. Which items CANNOT be returned?

Pursuant to Law of the Republic of Moldova No. 105-XV "On Consumer Protection", the following items are non-returnable and non-exchangeable:

• Underwear (knitted and sewn undergarments).
• Hosiery goods (socks, knee-highs, gaiters).

5.3. How do I request a size exchange?

1. Complete the online Exchange Request form on the website.
2. Place a new online order for the desired size, adding the comment: "Size exchange for Order #XXXXX".
3. Exchange delivery costs are paid by the customer (70 MDL for regional delivery; 50 MDL in Chisinau).

5.4. How and when are refunds processed?

Refunds take up to 14 business days following warehouse inspection:

• Online Payments: Refunded directly to the original payment card.
• Cash on Delivery (Chisinau): Cash refund issued at any official PUMA store in Chisinau.
• Cash on Delivery (Regions): Refunded via bank transfer to an MDL IBAN account or via postal money transfer (application form must be submitted online and enclosed with the returned item).

5.5. What should I do if I discover a manufacturing defect?

If a hidden manufacturing defect is identified within the 30-day warranty period, submit a return request through the website. Items handed over for technical inspection must be strictly clean and dry.

6. Retail Stores & Contacts

6.1. Official PUMA Store Locations in Chisinau:

• Botanica District: 139B Decebal Blvd. (opposite McDonald's) | Mon–Sun: 10:00 – 20:00 | Tel: +373 76 714 473

• Shopping MallDova: 21 Arborilor St. (3rd floor) | Mon–Sun: 10:00 – 22:00 | Tel: +373 79 716 922

• Center District: 6 Dimitrie Cantemir Blvd. (near Atrium) | Mon–Sun: 09:00 – 20:00 | Tel: +373 76 714 478

6.2. Why are prices or inventory different in Balti?

"GHS-COM" S.R.L. is the sole official distributor of PUMA in Moldova. Unified prices, promotions, and stock levels are guaranteed exclusively at our 3 official Chisinau store locations and on puma.md. Third-party stores in other cities operate independently.

7. Product Care Guidelines

7.1. Can I machine-wash my sneakers?

Machine washing PUMA footwear is strictly not recommended. Bleaches and aggressive chemical cleaners must be avoided.

7.2. How should I clean and dry my products?

• Footwear Cleaning: Remove surface dirt using a soft damp cloth with mild soap solution. Suede and nubuck leather should be cleaned dry using specialized brushes only.
• Footwear Drying: Dry exclusively at room temperature stuffed with paper. Avoid drying near radiators, electric heaters, hair dryers, or open flames.
• Bags & Backpacks: Designed for everyday accessories; maximum carrying weight capacity is 3 kg.

8. Still Have Questions?

Contact customer support by phone at +373 76 003 800 or email us at [email protected].