How do I return (part of) my order?

Every order comes with a return form and label. To return a product, please follow the instructions below:

  • Pack the item in its original packaging. For items of clothing, the original labels/hangtags must be included and attached.
  • Complete the return form you received with your order. Don't forget to include your reason for returning your order. Make sure you include the completed return form in the return package.
  • Stick the freepost return label (provided) over the top of the old address label. If you don't have a return label, please contact Customer Service for a new one.
  • Drop off your package at the closest Kiala point / UPS access point. If this isn't possible, you can arrange a pickup on the UPS website or by calling 08457-877877 (Mon-Fri 8am - 8pm, Sat 8am - 2pm).

Before calling UPS, please have the following information to hand:

  • Your Customer number
  • Your Order number
  • Your pick-up address
  • Your telephone number
  • Your preferred pick-up date

Please read our Return Policy for the relevant rules and restrictions. Please note that customised or personalised orders can only be returned if they have a manufacturing defect.

When will I get my refund?

Refunds are processed within 14 days. Our quality assurance team inspects all returned products to confirm whether they meet the requirements of our Return Policy. After that, it takes 1-2 days to make the refund to your payment account. Some banks and credit card providers may take a bit longer to apply the credit to your account.

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.

What should I do if my product arrives damaged or defective, or isn't what I ordered?

Please return the product as per the return instructions / labels in the box. If you no longer have a return label, please contact adidas Customer Service.

Will you refund my shipping / delivery costs if I return my order?

Yes, we will refund your delivery costs as long as you return the complete order, and the returned item(s) are covered by our Return Policy. If you don't return the complete order we are unable to refund your delivery costs.

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.