How to return
Click on 'Start your return' and enter your email and order number.Pack the product(s) in their original packaging and place in the box together with the delivery note (the form that came with your order). If you want to return items from multiple orders, make sure to include all delivery notes. Seal the box and stick your return label over the previous delivery label. Use the pre-printed return label that came in the box. Drop off the parcel at a drop-off point.Once we have processed the return, we will initiate your refund. Refunds to your original payment method can take up to 14 days. Refunds to e-Gift Cards are done via email immediately after the return is processed.
SwissPostFor exchanges: Once your exchange has arrived and been processed in the warehouse, we will ship your new product(s).
SwissPostFor exchanges: Once your exchange has arrived and been processed in the warehouse, we will ship your new product(s).
Please note that a product can only be exchanged once. If the new item still does not fit or meet your expectations, please return the product and reorder the new desired item.
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. 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!
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.
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.
You can return your online order free of charge within 60 days of receiving your order. 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!
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.
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.
I have lost my return label, how do I create a new one?
A new return label will be provided in your online account and automatically emailed to you after finishing your online return or exchange request.
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 takes approximately 14 days - see 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
- Klarna: see the 'FAQ: Return with Klarna' below
- PayPal: max 3 business days
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.
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.
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.
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 select your right size. Pack the item(s) and bring the package to a drop off point within 5 days to avoid getting your size exchange cancelled. Once your exchange has arrived and been processed in the warehouse, we will ship your new product(s). You'll receive a new shipping confirmation email with a tracking code when it leaves our warehouse. We will use our standard delivery service and send it to the original chosen delivery address.
Returning and exchanging items from the same order?
No problem. You can pack all items in the same box. We’ll refund you through your original payment method when we’ve received the package.
When is an item excluded from exchanging?
- Personalized items are made uniquely for you and 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.
If you desire your item in a different colour, please return the item and make a new purchase.
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.
