Order related questions

Can I cancel my order if it hasn't shipped yet?

Unfortunately, we cannot cancel your order even if it hasn't shipped due to logistical issues. Your order is processed immediately.

No worries, you can refuse the delivery or return any unwanted items to our warehouse for a refund according to our Return Policy.

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Why has my order been cancelled?

Your order may have been cancelled for a number of reasons. The most common reason for a cancelled order is that it is no longer in stock. We strive to deliver all our customer orders but on occasion we have issues with our stock levels.

To find out why your order is cancelled, get in contact with our online shop customer service team. You can call our online shop customer service team (free of charge) using the contact information available to the left of this FAQ.

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Can I change my order?

Once your order is placed it is immediately in our system and cannot be changed. Although you can't change your order once it is placed, you can return any product using our Return Policy

To place a new order you can do so online or by contacting our online shop customer service team (free of charge) using the contact information available to the left of this FAQ.

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What kind of emails will I receive about my order?

You will receive emails from adidas according to the status of your order.

Order received:
You will receive an email shortly after you have placed a successful order with the online shop to confirm we have received your order. If the item you ordered is unavailable for any reason, a customer service representative will contact you.

Order shipped:
This email confirms that your order has shipped from our warehouse. The email will contain track & trace number you can use to follow your order's delivery status.

Order returned:
This email confirms that we have received your returned order at our warehouse. We will refund your account if the product falls under our return policy after inspection.

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How do I find tracking information on my order?

Tracking your order

If you have an account, log in and click "Order History" under the "My Account" section. Locate the order that you want to track and click on the track & trace number in the "Details" column. This will redirect you to the courier's website. There you will find up-to-date information about your order.

It may take some time for your courier to update their computer with your tracking number. Until your courier adds your track & trace number to their system, you will not be able to track your order. No tracking information will be available during the first business day after you receive your track & trace number.

For orders that are packed in more than one box, each box will have its own unique track & trace number. Customised mi adidas products are shipped separately and will have their own track & trace number.

Possible statuses you will see for your order include:

Received:
This means we have received your order but our order management team has not processed it in our system. You will receive an email to confirm we've received your order.

Transferred:
This means your order has been received by our warehouse. Your items are being prepared at this time for shipping.

Order Shipped:
This status means your order has left our warehouse and is either in the process of being delivered by the courier, or has been delivered. You can use the courier track & trace number provided with this status to see the current location of your package. You will receive an email when your order has shipped from our warehouse.

Returns Received:
This status appears if you have decided to return (a part of) your order and we have received it at our warehouse. You will also receive an email when your returns are received and accepted by our warehouse personnel.

Order Completed:
This status appears when the order is delivered and a track & trace number is no longer available for your order.

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Can I place an order over the phone?

Yes, you can order products from our online shop or over the phone through our online shop customer service team. Our customer service advisors are happy to help you order products that you wish to purchase.

You can contact our online shop customer service team (free of charge) using the contact information available to the left of this FAQ.

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When will I receive my order?

Delivery Time

  • Standard Shipping, 2-5 business days
    Your order should arrive within five full business days if you order before 1:30 pm.
  • mi adidas Shipping, 4–6 weeks
    mi adidas products are made just for you, they will be delivered separately within 4–6 weeks.

Personalising a product will take around 1 - 2 days. This means that, when adding a personalised jersey to your bag, your full order will arrive 1 - 2 days later than the delivery timings you are used to.

During sale periods, orders may take longer to process.

Public Holidays

Please note our warehouse is closed on the following date(s): 29.05.2014, 9.06.2014, 03.10.2014, 25.12.2014, 26.12.2014, 1.01.2015

For orders placed on, or the day before one of these dates, delivery time will be extended by 1 – 2 business days.

Shipping Rules and Restrictions

  • Orders are shipped on business days only. Business days are Monday to Friday -Saturday no shipping-, excluding national holidays in the UK and Germany.
  • We cannot deliver to PO boxes.
  • All deliveries must be signed upon receipt.
  • Please call our Customer Service team if you have any questions.
  • Due to logistical difficulties in making deliveries to certain remote areas, we reserve our right to cancel your order and/or make such order subject to additional terms and conditions (including without limitation to requiring such orders to be conditional upon a minimum value of products being ordered in a single transaction). Our Customer Service team will notify you of cancellation and/or such conditions as soon as reasonably practicable after you place your order.

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What is the status of my order?

Your order may go through several status changes.

Order received:
You will receive an email shortly after you have placed a successful order with the online shop to confirm we have received your order. If the item you ordered is unavailable for any reason, a customer service representative will contact you.

Order shipped:
This email confirms that your order was shipped from our warehouse. The email will contain track & trace number you can use to follow your order's delivery status.

Order returned:
This email confirms that we have received your returned order at our warehouse. We will refund your account if the product falls under our return policy after inspection.

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How do I track my order?

Tracking your order

If you have an account, log in and click "Order History" under the "My Account" section. Locate the order that you want to track and click on the track & trace number in the "Details" column. This will redirect you to the courier's website. There you will find up-to-date information about your order.

It may take some time for your courier to update their computer with your tracking number. Until your courier adds your track & trace number to their system, you will not be able to track your order. No tracking information will be available during the first business day after you receive your track & trace number.

For orders that are packed in more than one box, each box will have its own unique track & trace number. Customised mi adidas products are shipped separately and will have their own track & trace number.

Possible statuses you will see for your order include:

Received:
This means we have received your order but our order management team has not processed it in our system. You will receive an email to confirm we've received your order.

Transferred:
This means your order has been received by our warehouse. Your items are being prepared at this time for shipping.

Order Shipped:
This status means your order has left our warehouse and is either in the process of being delivered by the courier, or has been delivered. You can use the courier track & trace number provided with this status to see the current location of your package. You will receive an email when your order has shipped from our warehouse.

Returns Received:
This status appears if you have decided to return (a part of) your order and we have received it at our warehouse. You will also receive an email when your returns are received and accepted by our warehouse personnel.

Order Completed:
This status appears when the order is delivered and a track & trace number is no longer available for your order.

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What do I do if my question isn't covered here?

If you have a question not covered in our FAQ, we recommend you contact our friendly online shop customer service team (free of charge using the contact information available to the left of this FAQ.

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Payment questions

What methods of payment are accepted?

The following payment options are available:

Debit Cards:

  • Maestro
  • Solo
  • Visa

Credit Cards:

  • Visa
  • Mastercard
  • American Express

PayPal

Privacy and Security

Please find our privacy and security policy here

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What do I do if my question isn't covered here?

If you have a question not covered in our FAQ, we recommend you contact our friendly online shop customer service team (free of charge using the contact information available to the left of this FAQ.

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