Return related questions
What should I do if the product arrived damaged or defective?
You can call our online shop customer service team (free of charge) using the contact information available to the left of this FAQ if you received a damaged or defective product.
What is your exchange policy?
Unfortunately, we cannot exchange products. This is due to logistics and processing 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 and place a new order.
When will I get my refund?
Your refund will be processed as soon as the returned product is inspected by our quality assurance team and it is confirmed that it falls under our return policy rules and conditions.
The quality check can take up to 2 weeks, but generally takes less. Once the return is approved, adidas will make a refund to the account used to pay for the product. It usually takes 1-2 days for the refund to be made to your payment account.
Be aware that banks and credit card providers may take a bit longer to apply the credit to your account.
If you have further questions or problems with your refund, feel free to contact our friendly online shop customer service team (free of charge) using the contact information available to the left of this FAQ.
What are the return rules and restrictions?
If you are not fully satisfied with your order, our Guarantee of Satisfaction will ensure that you obtain a refund. Simply follow the guidelines explained in this section.
Our Guarantee to You
Our Guarantee of Satisfaction is unconditional. If you find adidas products purchased from our web site don't perform to your needs (subject to normal wear and tear), return your order for a refund.
Because we want you to be 100% satisfied, you can return your purchase(s) made at adidas within 30 days. Special rules may apply to returns for customised (mi adidas) products, see below. Please follow the instructions on your packing slip. All return packages must be shipped using the return label from the carrier or with some other form of traceable shipment. We cannot assume responsibility for misdirected or lost shipments.
You may return your adidas purchase within 30 days from receipt for a full refund. If the return falls outside of this period, or the item is worn, damaged or not in its original packaging, adidas cannot accept the returned items and cannot give a refund. Clothing returns can only be accepted if the original label/ hangtag has not been removed.
Customised products (including mi adidas) are created just for you. That means we cannot accept returns, execpt for manufacturing defects. If you have questions regarding defective merchandise returns for customised products (including mi adidas)purchased Online at adidas, please contact us at 0800 - 279 41 44* (free phone) or e-mail our Customer Service team. For questions about customised products (including mi adidas) purchased at one of our retail stores, please call the store where you purchased your customised product. The phone number is printed on your receipt.
adidas does not exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our return policy.
Damaged or Defective Products
For adidas, quality is paramount. We thoroughly test all our products in real-life conditions to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our products to be damaged or defective.
Returned products are inspected by the adidas Quality Assurance Department and refunded if the damage is the result of a manufacturing defect or deviation from factory specifications. We undertake to fully refund the cost of any defective products.
If the problem was caused by reasons other than materials quality or assembly process, the original product is returned to you. We do not refund products:
- Obtained from a source other than the adidas online shop
- Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
- Damaged by misuse or activities other than the intended purpose (use of running shoes for court sports or hiking footwear as work boots, etc.)
Please note the life expectancy of any adidas product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. adidas products damaged by normal wear and tear or that have exceeded the reasonable life of the product are not replaced.
Our Customer Service team is available to assist you Monday through Friday from 9am – 9pm. Please don't hesitate to contact us with your questions and comments. Call us at 0800 - 279 41 44* (free phone) or e-mail us.
Return Instructions for non-customised products
Each of these orders comes with a return form and label. To return a product, please follow the instructions below:
- Make sure you pack the item in its original packaging including the original and attached labels/hangtags in the case of clothing items.
- Use the provided freepost return label for addressing the parcel.
- Complete the return form section on your return form, and include it in your parcel.
- You can arrange a pickup free of charge on the UPS website. Arrangements can also be made via phone: 08457-877877 (Mon-Fri 8am – 8pm, Sat 8am – 2pm).
- Before calling UPS, please have the following information at hand:
- Your Customer number
- Your Order number
- Your pick-up address
- Your telephone number
- A preferred date for pick-up
If you have lost your return documents, please contact customer service at 0800 - 279 41 44* (free phone) so we can provide you with new ones.
Return instructions for customised products (including mi adidas)
Because customised products (including mi adidas) are created just for you, we cannot accept returns, except for manufacturing defects. If your product has a defect please contact us for return instructions at 0800 - 279 41 44* (free phone) or e-mail our Customer Service team.
If you decide not to use enclosed return documents you can ship your return package to the address below. All return packages must be shipped using a service that tracks packages, such as with UPS or FedEx. Then you can use the service provider's Online tracking system to know when we have received your package. Please note that we don’t refund this return method.
adidas International Trading B.V.
Hildesheimer Strasse 4-10
The length of time your return is in transit is beyond our control, although once we do receive your return we will process it as quickly as possible. We therefore need to allow at least 14 days to receive and process your return. Although adidas will refund the money within 2 days after processing your return, your bank or credit card company may require additional time to process your refund and for it to reach your account. We'll notify you via e-mail once we've received and processed the returned product(s). We'll refund the value of the product(s) total. Refunds will be given in the same form of payment as the original purchase.
* Free call when called from a landline.
What should I do if I received the wrong product?
Please call our friendly online shop customer service team (free of charge) using the contact information available to the left of this FAQ if you did not receive the product you ordered.
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.