Why was my order cancelled?

Your order may have been cancelled for a number of reasons related to stock availability, payment or delivery address. The most common reason for cancellation is that we ran out of stock of your size before processing your order.

If your order (or part of your order) is cancelled, the relevant amount of money will of course be refunded to your bank account. Refunds are completed within 14 days, but please be aware that your local bank may take a few extra days to process the payment.

Can I change or cancel my order, or change my delivery address if my order hasn't shipped yet?

We get to work as soon as you submit your order, so unfortunately we can't cancel or change your order even if it has not yet been shipped. However, you can refuse delivery or return any unwanted products to us for a refund - excluding customised products and only if the conditions of our Return Policy are met.

Your delivery address cannot be changed after order placement.

For future orders, you can only change your delivery address if you create an account with UPS.


How do I add / make changes to my shopping bag?

To add a product to your bag, choose the size and colour you want, then select how many you want to buy before clicking the 'Add to Bag' button.

To make changes to your shopping bag, click the 'Checkout' icon at the top of the page. Now you can adjust the quantity of any item in your bag, or completely remove items.

When you've finished making changes, click the 'Continue Shopping' button to return to the online shop.


Can I exchange a product?

Unfortunately, we don't exchange products, but you can always refuse delivery or return unwanted items for a refund, and then place a new order.

Refunds are subject to the conditions of our Return Policy, and are not available for personalised and customised items.


How do I choose the right size?

There's a size chart link in the product description, right next to 'Select Size', that links to a full overview of all size measurements. You can also check the size charts here.


Can I place an order over the phone?

No, unfortunately our customer service advisors are unable to accept phone orders.


How do I checkout?

When you're ready to buy the items in your shopping bag, click the 'Checkout' button at the top of the page.

If you've registered with adidas or the online shop you can use your email address to log in. If you don't have an account, you can check out as a guest or create an account before you check out.

To finalise your purchase, enter your delivery and billing addresses, then choose a payment method and enter the necessary payment information before clicking 'Confirm Order'.

Please check all the information on this page before clicking the confirmation button. Orders cannot be changed after confirmation, so please double check that your address details are correct and any customised items are exactly the way you want them.


What kind of emails will I receive about my order?

adidas will send you the following emails to update you on your order status:


Order received:

You will receive a confirmation of receipt email shortly after you successfully placed an order online.

Order shipped:

This email confirms that your order has shipped from our warehouse. The email contains a track & trace code you can use to follow your order's delivery status.

Invoice:

This email contains your invoice.

Order returned:

This email confirms that we have received your returned order. We will inspect the products you returned and refund you if they meet the requirements of our Return Policy within 14 business days.

Cancellation:

This email is sent if your order is fully or partially cancelled.


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

We recommend you contact our friendly online shop Customer Service team using the contact information here.