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    COVID-19 Update – To reduce delivery times we are using UPS in addition to DPD. To track your delivery, please use the track and trace link within your shipping email for the most up to date information on your delivery. TRACK YOUR ORDER STATUS Check the status of your order via the Order Tracker page. All you need is your order number and email address. TRACK YOUR DELIVERY STATUS Track your parcel by following the link in your Shipment Confirmation email. This will be sent to you as soon as your parcel is shipped. You can find your order number in your order history or in the email we sent you to confirm the order. *In case of any delays, you will receive the most accurate expected delivery date in your Shipment Confirmation email, as well as from our order tracker once your parcel is shipped. What happens when there’s an address mistake or the name on the door is different? When you’ve made a small address mistake (such as a missing house number), DHL will deliver your package at a pick-up point near you. The same goes for when the name on your package doesn’t match the door nameplate. If this happens to your order, DHL will email you when and where you can pick it up. Don’t forget to bring your ID.
    With a voucher, you're able to get a discount or other promotion when you purchase products through our online store. We have different activations, from % discounts per item or bundle deals when you get a discount on a second item. For every promotion, different conditions apply and are explained during ordering. Here's how to claim your discount: 1. Pick a product that's applicable for a voucher discount from our online store. 2. Continue to your shopping bag. Click ‘Enter promo code’ under your order summary. A promo code can also be applied on the delivery page. 3. A voucher field will appear. Type your voucher code into the field and hit ‘Apply'. When shopping in the adidas app, continue by clicking ‘Payment’ or ‘Shop now’ to see the promotion code field in the check out steps. Keep in mind: - the voucher is only valid for a limited time. - the voucher may not be applicable to all products. Exclusive articles are excluded from promotions, which will be noted on the product's page. - the voucher cannot be applied after you've placed an order. In this case you need to cancel the order within 15min and use the re-order button in your account to checkout again. - the voucher cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to your order, we'll use the one with the greatest discount. - Shipping charges apply when the discount voucher makes the total amount drop below the threshold for free shipping. You can find the Terms and Conditions related to voucher usage stated on the bottom of the email in which you received your voucher, or on the voucher.
    Sometimes when you try to use a voucher code you get a message saying it's either expired or not recognized. There can be several reasons for such an occurrence. If it's expired, you won't be able to use it any more. If it's not recognized, you can follow these steps to get to the bottom of the problem. First you need to make sure you are using the voucher correctly. Read the Terms and Conditions which can be found at the bottom of the email. Also make sure the voucher applies to at least one item in your bag – not all items are eligible for promo codes. Another potential issue is the voucher might be a retail voucher – these can't be used in online shops. If none of these issues apply, make sure you've entered the voucher code exactly as it appears. It's easy to make mistakes if you enter the code manually. Some common mistakes are: Check spacing, character errors and/or spelling mistakes. The voucher code field is case-sensitive. Check that Caps Lock isn't on and use upper case where necessary. Check you're not mixing up the numbers 0/1 and the letters O/I. If you are sure your voucher is valid for your order but it still doesn't work, please contact us .
    Promotions apply on a specific selection of our products. Certain articles may be excluded from promotions (e.g. the Yeezy collection or other hype articles). This is always highlighted on the article details page on both .com and in the app. If the code is valid and the wrong % is applied, please contact us and we will help find out what happened. You can read the specific Terms and Conditions in the source of your voucher to make sure that your voucher applies to your order. The Terms and Conditions can be found at the bottom of the email you have received with your voucher, underneath the ‘Store Locator’ and ‘Privacy Policy’. Or go to your partner site for the agreed terms which can vary per collaboration.
    When will I get my refund? Once we've received the item(s) at our warehouse, we will process your return. From the moment we refund you, your bank still needs to process it. The amount of time this takes differs per bank and payment method but it takes approximately 14 days - see the timeline below. You can choose whether you want to be refunded through your original payment method or an adidas e-Gift card. The process timeline: 1. Shipment & processing: 5-6 business days 2. Refund processed: - adidas e-Gift card: immediately after we've processed the return 3. Refund processed by bank: - Credit/debit card: max 14 business days - Apple Pay & Google Pay (available in the adidas app): max. 14 days - PayPal: max 3 business days - Klarna: see the 'FAQ: Return with Klarna' below Can I use my refund e-Gift card in adidas stores? You can choose to be refunded through an adidas e-Gift card. You'll receive this gift card as soon as we've processed your return via email. It's immediately ready to use and can be redeemed online and in adidas stores. I have used a voucher on an item I returned. Can I request a new voucher? If you used a voucher that gave you a percentage discount (e.g. 10% off), the voucher can be replaced if you return the order, or part of it by simply comtacting us. Monetary amount vouchers (e.g. €10) will be automatically refunded, you will receive a new email for the amount applied to that part of the order Will you refund my shipping costs? We’ll refund your entire shipping costs, except in the following cases: 1) You’re only returning a part of your order. 2) You return your order with a different carrier. 3) You chose for express delivery. In this case, we can refund you the amount of a standard delivery, but only if you return your complete order.
    Due to increased return volumes over the busy period there may be a delay in processing your refund. We are working hard to complete the necessary steps as fast as possible. Please check the table below for more details on your refund process. Your refund progress Your refund progress 1. Processing the package2. Bank refund time frame 6-7 business days adidas e-Gift Card: Immediately after we've process your return Credit/debit card: max. 14 business days PayPal: max. 3 business days Sofort: max. 3 business days Klarna: max. 3-5 business days We'll send you another email as soon as we've processed your return and authorised a refund. From the moment we authorise the refund, your bank still needs to process it. The amount of time this takes to process the refund differs between banks and payment methods. You will receive your refund via the same method that you used to pay for the product(s). We will reimburse you from the day we: Finish processing your return back at our warehouse; or Are informed by you about your decision to withdraw from the purchase agreement and within 14 days you provide us with evidence that you have returned your online order. How do refunds via e-Gift cards work? If you start your return online (by telling us online which item(s) you want to return and why), you can also choose to receive your refund through an adidas e-Gift card. You'll immediately receive this e-Gift card via email after we've processed your return at the warehouse. The best choice if you for example like to re-order. The adidas e-Gift card is immediately ready to use and can be redeemed online and in our adidas stores. If you've returned an item that was supposed to be a gift, it might be good to know that gift cards are not user-specific and can be shared with friends. The gift card amount can be divided over multiple orders. Refunds with Klarna Please note, if you selected Klarna as your payment method, all refunds will be handled by them. Your refund should take 3 - 5 working days once your item(s) has been successfully processed. Please contact Klarna directly with any questions or concerns that you may have. More questions? You can also see our Klarna Return & refund help page.
    How many days do I have to return my order? You can return your online order free of charge within 60 days of receiving your order (excluding hype products such as the YEEZY collection which have a 14-day return period - which we explicitly point out during checkout). Please note: personalised items are made uniquely for you, and cannot be returned unless there is a manufacturing fault. How much does it cost to return? Good news. Returning products doesn't cost a thing! Be sure to return it with the same carrier that delivered the package to you. How long does the return process take? It takes 3- 5 days for your package to reach our warehouse in Germany and we try to process your return within 48 hours after arriving. We keep you posted via email on the progress and your refund. When you announce your return online, your parcel is fully traceble and you can keep an eye on the steps through the link above. Can I give my return package to DHL? Yes, it is possible to give your return directly to the postman if your package was delivered with DHL. Are you expecting a new or different delivery with DHL? Just give your return package to the mailman when he rings your door, instead of bringing it to a drop-off point or Packstation. DHL will accept your return, if you have your QR code ready to scan! Can I combine multiple orders in one return package? You can. Just make sure to add both delivery forms (that come in the box) to your return package. You still have to create online for all orders the digital return label, but you just use only one of the labels for return. This is also possible in case of multiple returns from orders delivered with different carriers (DHL and Hermes). Register each return online and then follow the return instructions from one of the carriers (your choice) and bring the package to a drop-off point from the same carrier. Does an item purchased in our online shop not meet our quality standards (faulty or damaged) and normal return time has passed? Contact our Customer Service team for instructions.
    Can I exchange my items? Did you order an item you like online but is it the wrong size? Instead of returning it, you can exchange it for a different size for free within 60 days. How do I exchange an item? Click on ‘Free size exchange’ tell us which item(s) you want to exchange and pick your right size. Pack the item(s) and bring the package to a drop off point within 7 days to avoid getting your size exchange cancelled. As soon as the package is scanned by the carrier, your new size(s) will be shipped. You'll receive a shipping confirmation email with a tracking code when it leaves our warehouse. We will use our standard delivery service and send it to your original delivery address. Returning and exchanging items from the same order? No problem. You can pack all items in the same box. Please use the exchange label instead of the provided return label for the fastest process. We’ll refund you through your original payment method when we’ve received the package. Your exchanged item(s) are then already on their way to you! When is an item excluded from exchanging? - Personalized items are made uniquely for you and cannot be exchanged. - Hype products, such as the Yeezy collection, also cannot be exchanged. What happens if I use the return label from the box for my exchange? No printer? No worries, you can still use the label that comes in the box. It only takes a few days longer to arrive as your exchange will be shipped after we've received the returned items. If you desire your item in a different colour, please return the item and make a new purchase. Items purchased at a physical adidas store can only be exchanged in-store.
    How do I return my package with Klarna? Inform Klarna about your return by visiting to the KlarnaPortal. Select the relevant order and click 'returns'. You'll then be able to indicate you've returned one, several or all items. This will temporarily pause your payment due date until the return has been processed. Klarna will then provide you with your new invoice total (if applicable) or send a confirmation email when there's no payment due anymore.Did you already pay? You'll receive your refund within 3-5 business days. When do I receive my refund when I've paid with Klarna? If you've paid with Klarna, all refunds will be handled by them. If you inform them about your return through the KlarnaPortal, Klarna will refund you directly within 3 – 5 business days after we've received your return.
  • How to return orders with Klarna?
    You'd like to order using Klarna but aren't sure about how the returns process works? Or have you already ordered with Klarna and want to know how the payment process works when you're returning something? If you have already paid your order and return items to us, then you don't have to do anything else. Klarna will refund the amount for your returned items within 3-5 business days. If you haven't paid your order yet, you can follow the steps below to pause your payment: You have to pay your adidas orders within 14 days. For that reason we'd recommend to register your return on the Klarna website . Open your order on the Klarna website and click on 'Register a return'. You will then be asked about the quantity of items you want to return. Your payment will be paused until the return process is complete. Klarna will then proceed to inform you about your new invoice amount. Should Klarna send you a payment reminder despite your return process not having been completed yet, please contact the Klarna customer service team directly.
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