FREQUENTLY ASKED QUESTIONS

DELIVERY DELAY NOTICE

Due to high order volumes, we are currently experiencing a delay of approximately 6-8 working days in processing orders and returns.

We sincerely appreciate your patience during this time. For any queries, please contact our Customer Service team at service@za.onlineshop.adidas.com.

NOTICE ABOUT OUR CONSUMER SERVICE LINE:

If you hear the message “we are not able to route your call”, please do not hang up. This is an automated message error and does not reflect any issue with your call. Rest assured, your call is being processed and will be connected shortly. We appreciate your understanding and patience as we work to resolve this issue.

Which social projects does the adidas Group support?

You can find our projects by visiting our communities page for more information.

What are you doing to be sustainable?

We strive to become an even more sustainable company, and constantly take measures that will help us achieve this ambition. To discover all we do, read through the sustainability section on our website.

What are you doing to ensure my data privacy?

We are committed to ensuring the security and privacy of your data. We strive to give you complete transparency to your personal data. Please find more information here.

Where Can I Submit A Compliment Or A Complaint?

All compliments or complaints are priceless to us, so please get in touch with us if there's something about our service or products you appreciate or something you're not satisfied with, please contact us.

How do I find the products I'm looking for on the website?

There are two ways to locate products: via the navigation or search menu.
To search with the navigation menu, select your desired gender, sport, or brand from the options at the top of the page. Mobile users can either click on the drop-down menu or scroll down the page to see these options. You can then further refine your search results using the filters. This is where you can narrow down your results with options such as product type, size, colour, and price.

Alternatively, you can find specific products by using the search bar at the top right of the page. Simply enter the product name or article number. For product details, click on the product image. Found what you were looking for? Click on 'Add to Cart'.
 

Search tips

1. Make sure you spell search words correctly to ensure accurate results.
2. Use multiple words to find specific types of products such as "running shoes".
3. Narrow the results by refining your search to a specific gender or price range.

What if I can't find the products I'm looking for?

Sorry! We do our best, but we don't always have everything in stock. If you can't find a product, or if we are out of stock of a particular size, try clicking on the store finder to see if the product you want is available in a store near you. If your size is out of stock, or the product you want is due to come back in stock soon, you can sign up to be notified when they are available again. Click the "size out of stock?" link, enter your email address in the box, and click the notify me button.

Which Browsers does the adidas online shop support?

The adidas online shop supports internet explorer, Firefox, Google Chrome, and Safari. If you are having issues with one of these browsers, try clearing your cookies and temporary internet files, then make sure cookies for the adidas website are enabled. This should solve most problems.

How do I choose right size?

There is 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-chart.

What materials your products are made from?

We use a diverse variety of materials in our products, and wherever possible make sure they are environmentally friendly and recycled. Our selection of materials contributes to our ambition of becoming an even more sustainable company. To thoroughly research the materials that we use, head over to the materials section of our website . For the material description of a specific product, please check its online product information page the product labels.
GLOBAL GUIDELINES

How do i export my account data?

Follow these steps if you want to export and download your account data: Login to Runstactic.com and click on "Home". Select "Account & Data" on the left-hand side. Click the teal "Export Data" button. You will receive an email with instructions. Your sports sessions, sleep sessions, elevation, speed, and heart rate data is provided in .JSON format. The folder 'GPS data' consists of all sessions that have a GPS trace and those are available to you in .gpx format. You can import those files into other platforms. After you have imported the sessions into your preferred platform, all data such as elevation, heart rate, distance, duration, map, etc. will be visible to you.
Note: Depending on the size of your file it might take up to a few days till your export is ready. Please also note that in order to export your account, you must confirm your email address, if you haven’t done so already. Enter your email account and click on the link we sent you to confirm your email address. If you did not receive it, we can resend it to you.

How do i connect a heart rate monitor?

The adidas Running app gives you the option of connecting a Heart Rate Monitor so you can record your heart rate during a running session. To connect a Heart Rate Monitor, simply open the Activity Setup by tapping the Activity Setup icon next to the “Start” button and tap “Heart Rate”.  Runtastic Heart Rate Combo Monitor: To connect the Runtastic Heart Rate Combo Monitor, make sure that the Bluetooth of your device is switched on and then put on the Monitor like you would when going for a run. Other Monitors: This option allows you to connect other Heart Rate Monitors. Unfortunately, we cannot guarantee that your HR monitor will work as each device can have different specifications. Setting up Heart Rate zones: The option "Edit your Heart Rate Zones" allows you to customize the Heart Rate Zones to fit your personal values.

Do I import activities?

If you want to import .gpx, .fit, and .tcx files, follow the steps below: 1. Go to www.Runtastic.com  2. Log-in to your account 3. Go to "Home"  4. Select "Activity Import" on the left-hand side 5. Select "Choose files" 6. Select the file you want to import, and the activity will be uploaded after you click on "Upload". If the import has been successful, a message will confirm the upload, and you will be able to view the activity in your account. Note: The file must not be bigger than 10 MB. For more detailed information on how adidas Runtastic is processing GPX files in the web import, please visit here

can i track my adidas runners runs with a smartwatch?

Yes! The following devices synchronize directly with adidas Running: Apple Watch, Garmin Smartwatches, or devices equipped with Wear OS by Google. Please visit the links below for more information about each Smartwatch and its functionality with adidas Running: Apple Watch, Wear OS by Google, Garmin, Polar Flow, Additional partners. For other smartwatches, you have the option to synchronize or import your activity to adidas Running as a .gpx or .tcx file. For help with importing your activity, please see here.

Troubleshooting heart rate monitor and bluetooth issues

If you own a heart rate monitor (HRM) with Bluetooth 4.0 (Smart) capacity, you can use it to record your heart rate while tracking with the adidas Running app. Instructions on how to connect your device can be found here. As there are many devices on the market from various manufacturers with different specifications, we cannot always guarantee that your device will work flawlessly with the app. However, the following tips will resolve many of the most common connection issues: Minimum Requirements (iOS): Your phone: iOS12. Your heart rate monitor: Bluetooth 4.0 capability (Smart). Your adidas Running app: Latest version installed from the App Store. Configure the following settings in your phone: Make sure that bluetooth is turned on and that your phone screen is on Close any background apps that may be using the sensor before connecting to the adidas Running app, Do not connect the HRM directly in your phone’s bluetooth settings. If it already is connected there, be sure to disconnect it: iOS: Settings > Bluetooth > tap “i” next to your HRM > Forget This Device.
Connect the HRM in the adidas Running app via the Activity Setup icon next to the "Start" button followed by “Heart Rate”. More info here. (link to connect HRM article). If you cannot establish a Bluetooth connection between the HRM and your phone, please try the following: Switch Bluetooth off and back on from your mobile device. Restart your mobile device. (Make sure you close out of all open apps before trying to reconnect) Disconnect and reconnect your HRM directly in the adidas Running app. Make sure that the HRM itself is in good condition: Check whether the battery of the device needs replacing
Make sure the device’s firmware is up-to-date Wipe the sensor with a damp cloth and hand wash the belt well with soap and water as dirt can often cause connection errors. Make sure the HRM is tight but comfortable around the chest to ensure a good connection; if the monitor moves or slips it may disrupt readings. Close the adidas Running app and remove the heart rate sensor from the strap. Wait 30 seconds, place the sensor back on the strap then reopen the app. If this does not help, remove the battery and touch and hold both sensor points for at least 10 seconds. Wait 5 minutes then put the battery back in.  If your connection issues persist and the device’s LEDs are still working, it is possible that you’re experiencing a signal interference from a nearby app or device. In this case, please unpair your HRM from any previously paired apps or devices. Keep in mind that certain devices that transmit wireless signals could also be interfering with the connection, such as wireless headphones, wireless routers, or fitness machines, e.g. treadmills. You may need to move to a new environment away from any potential interferences.   Note: You can also track your heart rate using wireless headphones with integrated HRM (Bluetooth Smart Technology). Use these same troubleshooting steps if you have any difficulties with the connection. Still having trouble with the connection? Please submit a request below and include details of the phone and device you are using. 
 

Adidas running and wear oS by google?

To install the adidas Running app on your smartwatch, just go to the Google Play Store on your watch and search for the adidas Running app. You can find it in the “Health & Fitness” category. (If the app is already installed on your device, please make sure it is updated to the latest version.). Before you get started with your activity, please check the following:
that your smartwatch is paired with your phone that the adidas Running app is installed on your phone
that you are logged into the adidas Running app on your phone You have two possibilities to either use your Wear OS smartwatch as a standalone option or as a second screen (smartwatch + phone). The Standalone Wear OS for the adidas Running App is possible only for smartwatches with integrated GPS. Note: Training Plans, Interval Training, and Voice Coach can only be used with the second screen option. In order to use your smartwatch as a second screen option, you need to start an activity directly in the adidas Running app on the phone. The activity can be finished either on the smartwatch or phone. Activities tracked with Wear OS will be uploaded to your adidas account as soon as your smartwatch is connected to wifi. During the activity you will see the duration, distance and your heart rate on the watch. Press and hold the values to personalize them. Pause or Stop an Activity Tap the Pause button at the bottom of the screen to pause your activity. To stop the activity, swipe up the screen and tap the Stop button. Your activity will end and you will see the route ran, duration, distance, calories burned and much more. Tracking your heart rate with Wear OS by Google You can track your heart rate via the built-in sensor in your smartwatch OR via an external heart rate belt. You have a heart rate app installed on your smartwatch – there you’ll have the possibility to choose between an external BTLE heart rate belt or the integrated monitor for heart rate tracking. In order to track your heart rate, you’ll need to start the activity directly on the watch.

adiclub: important information about switching countries?

As the adiClub offer is region-specific and not yet available in all countries, it is important to understand some of the scenarios that go along with making changes to the country you have listed in your profile. Firstly, please note: if adiClub is not yet available in the country you have listed in your profile, it will not be possible to switch the country to one that already has adiClub available there. There are a few reasons for this (both legal and technical), and we therefore cannot allow for this kind of change to be made. That being said: in the event that you end up moving to another country where adiClub has already been rolled out, we recommend creating a brand new adidas Runtastic account with the new country listed, exporting your existing adidas Runtastic account data via runtastic.com, and then importing this data into the new account. Secondly, please note: if your account already has adiClub and you attempt to switch the country to one that does not currently have adiClub available, this will also not be possible. It is only possible to change the account country from one adiClub region to another. For example: changing from the United States to the United Kingdom will be possible as they are both adiClub countries. Furthermore, please also note that when you change between two adiClub countries, the points do not transfer over. In the example scenario with the United States and United Kingdom, the points earned in the United States will stay there, the points for the UK will be set to 0 (assuming you haven’t earned any adiclub points there yet) and if you wish to change back to the United States, they will still be there.  We plan to bring more countries into adiClub over time. Thus, in the event that your current country does not have the adiClub offer, be on the lookout for future updates from adidas Runtastic as this could be subject to change! In any event, you will be informed accordingly should we open this offer up to your region.

how can i delete my account?

Follow these simple steps if you want to delete your account and all your activities: Log in to Runtastic.com and open the Settings by clicking on 'Home'. Select 'Account & Data' on the left-hand side. Click 'Request Deletion'. Go to your email account and open the email we’ve sent you, please also check your spam folder. Once you have followed the steps in the email, your account and all its data will be deleted. Premium Memberships that were purchased through the App Store or Google Play Store must be canceled separately, otherwise the automatic renewal will remain active. For guidelines on how to cancel your subscription see here.

i didn't receive my adiclub points. how can i claim?

For points to be correctly allocated to your profile, you need to be signed in to your account when making purchases and completing interactions, or be identified as a adiClub member in stores. When making a purchase at adidas.com or from the adidas app, points will be allocated to your account after the order has been confirmed and shipped which generally takes up to 72 hours. Points for in-store purchases will be allocated to your account within 72 hours after the purchase. Points can take up to a week to get posted to your account. If points have not been allocated even one week after your online or in-store purchase, please contact adidas Customer Support*. Missing points cannot be claimed in adidas stores. When tracking an activity in the adidas Running app, please note that points can only be earned for running activities and if tracked via GPS. Manual entries and edited activities are not eligible for receiving points.

android: garmin connect?

Connect
To connect your Garmin Connect account to your adidas account, please follow the steps below:
Make sure you have installed the latest version of the adidas Running app on your phone
Tap “Profile” followed by the “gear icon” in the top right corner
Choose “Partner Accounts”
Select the “Connect” button next to “Garmin Connect”
Click on “authorize” to enable Garmin to share to your adidas account.
Enter your Garmin log in details
Once your account is connected, any sports activities that you undertake with your Garmin device, once synced to your Garmin Connect account, will also be imported to your adidas account. A push notification will inform you when your activity is available.
Garmin Supported Devices
This feature supports all GPS-enabled Garmin devices.
Which Data gets imported to my adidas account?
The following data will be imported into the adidas Running app: Distance, Duration, Pace, Split Times, Elevation*, Calories and Heart Rate. As Garmin Connect is designed differently, certain data such as Heart Rate Zones, Power, Cadence, Steps, Active Minutes and Sleep will not be synced.
Note: a “multisport session” is synced to the adidas Running app as separate activities. For example, if you track a Triathlon activity, it will be imported to the adidas Running app as three separate sessions. (Swimming, Cycling, Running).
* Once imported into adidas Running, you may notice a difference in the Elevation Values. It is, however, possible to edit these values using the instructions linked here.
Disconnect:
To disconnect your adidas account from your Garmin Connect account, please follow the steps below:
Tap “Profile” followed by the “gear icon” in the top right corner
Choose “Partner Accounts”
Select the “Connect” button next to “Garmin Connect”
Although it will still show as “connected to adidas Running” in Garmin Connect, the connection will no longer be active. If you would like to change this display in your Garmin Connect account, log in with your account details on connect.garmin.com and click Profile > Settings > Account Information.

What is the warranty on my product(s)?

We always aim to deliver the best possible quality products. If you have a product with a quality issue that was purchased from our online shop, you can return it to us for inspection. If damage occurred during manufacture or the product was delivered to you in a condition it was not intended, we will compensate you. If the damage was caused by misuse or wear and tear we cannot compensate you. The warranty period is 6 months from the date of purchase.

How to clean your adidas running shoes?

A guide to cleaning and maintaining running trainers running outside can be tough on your shoes. They'll face the wear and tear of mud puddles, dirt roads, and pavement. Some simple maintenance can get out grass stains and scuffs, and keep your shoes looking fresh, even when they're worn.
Here is our guide to cleaning and maintaining your trainers. Cleaning instructions: When the time comes to clean your shoes, follow these dos and don'ts. Do: Remove excess dirt? Use a soft brush, like an old toothbrush, to wipe away surface dust, being careful not to further scuff the material. Mix up soap & water ? Add eco-friendly laundry detergent to a little warm water, and use a washing cloth to rub gently onto superficial stains in the fabric. Rub off ? Rinse the washing cloth in warm water, and apply to the same areas to remove the detergent. Dry the shoes? Dry your shoes at room temperature, adding paper towels or newspaper on the inside to soak up the liquid. Freshen Laces? Wash, or replace your laces. Air your insoles? Remove the insoles of your shoes while cleaning to get rid of the smell. In case of intense odor, sprinkle on a small amount of baking soda.
Don't: Put your shoes in the washing machine. This can discolor or damage the fabric. Place them close to a radiator or use external heaters. To guarantee to retain the shape of the sneaker you should dry them at room temperature. Use alternative cleaning products including chemicals and bleach. Use a hard brush, or scrub harshly. This can particularly damage weave or mesh materials used in models including Pure Boost and Ultra Boost. Here are some additional tips to keep your shoes clean: Storage To keep your running shoes in top condition, make sure you don't leave them outside.
The sun can wear the outer and make white soles go yellow. Spot clean after your run make sure to remove any stains as soon as possible. When leaving them for too long they will start to permeate into the fabric of your shoe, which can be damaging in the long term. When the washing is done, complete the final and most important step: take your shoes out for a run. When leaving them for too long they will start to permeate into the fabric of your shoe, which can be damaging in the long term.
When the washing is done, complete the final and most important step: take your shoes out for a run. When leaving them for too long they will start to permeate into the fabric of your shoe, which can be damaging in the long term. When the washing is done, complete the final and most important step: take your shoes out for a run.

How do I check out?

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.

Can my delivery and billing address be different?

Yes, your delivery address can be different from your billing address as long as both addresses are in the same country. All you need to do is untick the box that says 'My billing information is the same as my delivery information?' and then you can enter in your correct billing details.

Where I can find my order number?

A few minutes after we receive your order, we'll send you a confirmation email that includes your order number. If you can't find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder. If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email. If there is a spelling mistake in the email address you submitted, we will not be able to send you an email. But don't worry, your order will still be processed as normal. How can I check my order status if I haven't received a confirmation email? If you your products with PayPal, you don't need to contact us. You can find your order number under purchase details, It is 3 capital letters followed by an 8-digit number. Use this to track your order. How can I be sure to never miss another confirmation email? Before your order, please make sure that you have entered the correct information.

Why I can't find my order in order history?

If you placed an order before 1st June 2022, your order may not appear in your Order History. This is because we recently moved to a new website. Please contact us to discuss your order if you have any enquiries.

How long after receiving my confirmation email will I be able to track my order?

After you receive your shipment confirmation email, it can take up to 24 hours before you will be able to track the package online. This is because your carrier needs to scan your package before you can track it. It can take slightly longer if there's a weekend in between.

Will I receive a copy of my invoice?

Yes, we will email you a PDF copy of your invoice. You should receive it shortly after you get your shipment confirmation email.

Why is my online order is cancelled?

Your order may have been cancelled for several 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.

How do I know if my order is processed?

You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully. You can check the status of your order by visiting the order tracker. This will tell you at which stage of the delivery process your order is. Have you not received your confirmation email? In that case, please write an email herewho will provide further assistance on this topic.

Can I cancel my online order?

You can cancel online orders if our warehouse has not commenced the processing of your order. Steps to cancel your order online:
1. Go to the order tracker. You can find your order number in your order history or in the email we sent you to confirm the order.
2. Immediately eMail our Customer Services at contact us or call at +27 86 000 1004 to request cancellation. Customer Services will confirm whether or not cancellation is possible.

Should your cancellation be processed (within 2 - 4 hours), we'll send a confirmation email to the address you used to place your order. You will either not be charged or receive a refund for the cancelled products. In the case that you do not send the cancellation request in time, you can return your order to us once you have received it and then be refunded.

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

Go to the shopping bag icon at the top right corner of any page. From there you can manage the content of your shopping bag.
1. To change the size of a product, click Edit below the specific product.
2. To delete a product, click Delete below the specific product.
3. To change the quantity of a product, click the product quantity box and select the number you want to order.

Can I modify my order?

For items purchased from the adidas online shop, it is not possible to get a VAT invoice. However, the VAT amount and rate of your purchase are stated on your invoice.

What emails will I receive regarding my order?

You will receive the following emails. Order confirmation, Shipping, and Order delivered email. In the case of a return, you receive an email when the carrier has collected your return parcel and once, we have received your return at our warehouse. Upon cancelling your order, we will send you a cancellation confirmation email.

Which payment methods do you accept?

We accept the following payment methods in the online shop: Visa, Mastercard, American Express and Paypal.

How do I check my order or delivery status?

TRACK YOUR ORDER STATUS
Check the status of your order via the order-tracker. 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 would be sent 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. If you still can't find it, contact us at
Orders placed during public holidays will be processed on the following working day in South Africa.

what should I do if I received the wrong product?

If you placed your order from our online shop and received the wrong product, please contact us and we'll help you with the return and refund process. If you received a product that's the wrong size, you can return the product to us and re-order at our helpdisk contact us.

What should I do if I haven't received my package?

First, make sure you check the delivery times for the product type of your orders and then check the status of your order with the order tracker. Alternatively, please contact our helpdesk

Why can't you ship my order?

There are a few reasons that can keep us from being able to ship your order. Here are a few possible causes: The product(s) you ordered are out of stock. You live in a remote area, and we cannot deliver there. You a PO box as your specified delivery address. Unfortunately, we are not able to deliver to PO boxes, because our deliveries need to be signed upon receipt. A payment issue might have occurred when you placed the order.

How long does delivery take?

The delivery time depends on your delivery address and when you place your order.
 

 

Standard Delivery (5-7 business days)
All orders over R600* qualify for free delivery, please see the delivery fee calculated at checkout if your order is below R600. Applicable to all areas within South Africa. Please note that some bulky items may only be available on Standard Delivery.

 

Main centres (delivery within 5-7 business days)
Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria, Port Elizabeth, East London, Pietermaritzburg, Polokwane and Kimberley

 

Outlying areas (delivery within 7-9 business days)
Outlying areas (delivery within 7-9 business days) All orders over R600* qualify for free delivery, please see the delivery fee calculated at checkout if your order is below R600. Applicable to all areas within South Africa.

Note: a day refers to a normal business day and excludes Saturday/Sunday and public holidays.

How much does delivery cost?

 

The delivery amount depends on the total order value of your basket and delivery option you choose.

NB: Deliveries are made on weekdays only(excluding weekends) and during office hours (8am to 5pm). Deliveries times are estimated and are dependent on specific courier routes and road conditions.

 

Over R600 basket:

Standard Delivery (5-7 business days) = FREE

 

Under R600 basket:

Standard delivery (5-7 business days) = R60

 

The below chart shows SLA (days) for regional deliveries.

Destination Region STD SLA  
Western Cape Central 5-7  
Western Cape Regional 5-7  
Gauteng Central 5-7  
Gauteng Regional 5-7  
kwaZulu-Natal Central 5-7  
KwaZulu-Natal Central 5-7  
Eastern Cape Central 5-7  
Eastern Cape Regional 5-7  
North West 5-7  
Northern Cape Central 5-7  
Northern Cape Regional 5-7  
Mpumalanga Regional 5-7  
Mpumalanga Central 5-7  
Free State Central 5-7  
Free State Regional 5-7  
Limpopo Regional 5-7  
Limpopo Central 5-7  

How do I return products?

 

Criteria to return an item

A return must be logged within 30 days of the date of purchase. All products can only be accepted if it is in a re-saleable condition and if the original label or hangtag has not been removed and the product is still in its original packaging. Any free promotional gift or accompanying item must also be included in the return. Due to hygienic reasons swimwear, face masks, face coverings, underwear and modesty items may not be returned or exchanged unless there is some fault of material or a manufacturing default. Should your item be defective, please refer to section 1.2 .

what is the return policy?

Returns and Withdrawal policy for items purchased at the adidas Online Shop. To return your products, please contact Customer Services to request a return and ensure that you follow these instructions on how to return a product. We kindly ask you to also meet the following conditions: The product is in its original state and packaging. Apparel has the original tags attached. Accessories have all parts of the original packaging. Footwear is in the original shoe box. What is the return policy for face covers? If the face cover package is not opened, other than this requirement of the packaging being unopened, our normal return policy applies to this product. If the product package has been opened, this product is not returnable, exchangeable or refundable due to health protection reasons, unless there is a manufacturing defect. We accept returns within 30 days from the date of order delivery. Requests for refunds of any article bought at a wholesale partner or other adidas authorized resellers will not be accepted or approved. If you products at one of our authorised resellers, please purchase get in touch with them, as they have their own return policies. Should your item be defective, please refer to section 1.2 .
 

1.1 Returns policy

adidas may refund products that have been bought, provided that the product is returned in its original packaging, has not been worn, or damaged or used in any manner whatsoever. Products must be returned within a period of 30 days from date of purchase with the original receipt accompanying the product as proof of purchase.

Refunds will only be processed if the product is returned in accordance with the above specifications and the refund will be allocated in the same manner the transaction transpired ie:

  • If the items were purchased with a card it will be refunded to the same card which was used to purchase the item. Under no circumstances will we refund any purchase price to a different card to that which was used for payment in the original transaction.
  • If the payment was made in cash it will be refunded in cash.
  • If the payment was made by debit card it will be refunded in cash.
 

1.2 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. adidas has a legal obligation to make sure that our Products conform to the sales contract.

Returned Products are inspected by the adidas Quality Assurance Department and refunded/exchanged if the damage is the result of a manufacturing defect or is considered unsafe or inferior quality in so far as the product is damaged during normal wear within 6 months from date of purchase. We undertake to fully refund the cost of any defective or damaged product provided that the aforementioned terms are complied with

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 that were:

  • Obtained from a source other than an adidas Concept Store or Factory outlet (list to be found here)
  • 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.)
  • Not cared for according to the wash/care instruction labels.

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. Our Products damaged by normal wear and tear or that have exceeded the reasonable lifespan of the Product are not replaced.

 

1.3 Returns of defective/faulty products process

Defective products can be returned in store within a period of 6 months from date of purchase. Alternatively, you can contact us team who will facilitate a return or exchange as circumstances allow at the time. A “Defective Product” is one which contains a material imperfection in the manufacture or design that renders the product less acceptable, useful or safe than reasonably expected, under the circumstances. A product is in a defective condition if it is dangerous to the user or to the consumer, when used in the prescribed way and/or for the purpose for which it was manufactured or designed to be used. The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use. When returning a product after the 30 day standard returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in the customer’s possession. 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. Our Products damaged by normal wear and tear or that have exceeded the reasonable lifespan of the Product are not replaced.

 

How much does it cost to return a product

Returning products is free of charge as long as the product is in its original state and packaging. Apparel has the original tags attached. Accessories have all parts of the original packaging. Footwear is in the original shoe box and you follow the instructions on how to return a product. You can return your online order within 30 days from the date of order delivery.

 

When will I get my refund after I returned my order?

Your Refund progress: we'll process your return and ensure that it is eligible to be refunded. Your bank will also send a refund confirmation to you.

Credit/debit card: max 14 business days. We'll send you another email as soon as we've processed your return and authorized a refund. From the moment we authorise the refund, your bank still needs to process it. 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 receive your online order back at our warehouse and have inspected it.

 

Will get refund on my shipping costs if I return my products?

We will not refund your shipping costs, except in the case of return of a defective product. This will be assessed once received at our warehouse, and if a defect is approved, your refund will include shipping costs.

 

How many days do I have return my order?

Purchases from the adidas online shop can be returned within 30 days from the date of order delivery if they qualify as per our returns policy.

 

CAN I EXCHANGE IN STORE?

Did you order an item online, but it is the wrong size? Instead of returning it.

  • You can exchange for a different size for free within 30 days in selected adidas stores per invoice price.
  • You can also exchange an item with any other item as per invoice price
  • If you choose an item with higher price than invoice, you can pay the difference amount.
 

A) How do I exchange an item?

  • Bring the item in its original packaging along with the invoice to any adidas store.
  • Original tags must be attached to them
  • Item/s should be in good condition and not used.
 

B) Which items are excluded from exchanges?

  • Swimwear, Underwear, Face masks, Beauty products, sports bra & Lingerie
  • Gift Vouchers

 

How I do I use my voucher code?

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:

  • Pick a product that's applicable for a voucher discount from our online store.
  • Continue to your shopping bag. Click 'Enter promo code' under your order summary. A promo code can also be applied on the delivery page.
  • 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.

 

WHAT SHOULD I DO IF MY VOUCHER CODE ISN'T WORKING?

Sometimes when you try to use a voucher code you can get a message saying it's either expired or not recognized. 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 at 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' button is not on and use upper case where necessary.
  • Check you're not mixing up the numbers 0/1 and the letters O/I.
  • It could also be possible that your voucher is only applicable on the adidas app and not our website. In such case, download it here and try again.

If you are sure your voucher is valid for your order but it still doesn't work, please contact us.

 

WHY DOESN'T MY VOUCHER APPLY THE CORRECT DISCOUNT TO MY ORDER?

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.

 

WHY WON'T MY VOUCHER WORK ON SALES PRODUCTS?

If your voucher isn't working on sales products, it's because it cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to the order, we'll use the one with the greatest discount. Check the source of your voucher code for the voucher-specific Terms and Conditions. You can find the Terms and Conditions at the bottom of the email, below the Privacy Policy.

If sales products are excluded from your voucher, use your voucher on a regular-priced product instead.

 

WHAT HAPPENS TO MY VOUCHER IN CASE OF RETURN OR CANCELLATION OF MY ONLINE ORDER?

Please contact our friendly customer service team for assistance. Contact us.

 

HOW DO I REQUEST A REPLACEMENT VOUCHER?

Please contact our friendly customer service team for assistance. Contact us.

5. How To Clean Your Adidas Shoes?

A guide to cleaning and maintaining trainers

Running/walking/hiking can be tough on your shoes. They'll face the wear and tear of mud puddles, dirt roads and pavement. Some simple maintenance can get out grass stains and scuffs, and keep your shoes looking fresh, even when they're worn. Here is our guide to cleaning and maintaining your trainers.

Cleaning instructions

When the time comes to clean your shoes, follow these dos and don’ts.

Do:

  • Remove excess dirt – Use a soft brush, like an old toothbrush, to wipe away surface dust, being careful not to further scuff the material.
  • Mix up soap & water – Add eco-friendly laundry detergent to a little warm water, and use a washing cloth to rub gently onto superficial stains in the fabric.
  • Rub off – Rinse the washing cloth in warm water, and apply to the same areas to remove the detergent.
  • Dry the shoes – Dry your shoes at room temperature, adding paper towels or newspaper on the inside to soak up the liquid.
  • Freshen Laces – Wash, or replace, your laces.
  • Air your insoles – Remove the insoles of your shoes while cleaning to get rid of the smell. In case of intense odor, sprinkle on a small amount of baking soda.

Don’t:

  • Put your shoes in the washing machine. This can discolor or damage the fabric.
  • Place them close to a radiator or use external heaters. To guarantee retaining the shape of the sneaker you should dry them at room temperature.
  • Use alternative cleaning products including chemicals and bleach.
  • Use a hard brush, or scrub harshly. This can particularly damage weave or mesh materials used in models including Pure Boost and Ultra Boost.

Here are some additional tips to keep your shoes clean:

Storage

  • To keep your shoes in top condition, make sure you don’t leave them outside. The sun can wear the outer and make white soles go yellow.

Spot clean

After your run/walk make sure to remove any stains as soon as possible. When leaving them for too long they will start to permeate into the fabric of your shoe, which can be damaging in the long-term.

When the washing is done, complete the final and most important step: take your shoes out for a stroll.