How to return
DHLFor 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.
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?
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. 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.
When will I get my refund?
Once we have processed your return, we immediately initiate your refund. Depending on your payment method, refunds can take up to 14 days. E-Gift Card refunds are done via email immediately.
Refund processing times:
1. We'll process your return: up to 8 business days
2. Bank processing time:
- 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
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. Keep in mind the Gift Card has a validity of 3 years. Keep in mind the Gift Card has a validity of 3 years.
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.
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 pick 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 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. 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.
- Hype products, such as the Yeezy and Balenciaga collections, 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.
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.
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.
How do I return items purchased at an adidas store?
You can return items at any adidas store, but preferably you return them to the same store where you originally purchased them. Please bring your receipt with you, and make sure you’re returning your items within 60 days. We don't accept items that were purchased in our online shop in our stores.
How do I return items ordered via Click & Collect and picked up in-store?
Click & Collect reservations are made online, then picked up and paid for in store. If you want to return a Click & Collect order, you can do this directly in the store.
How do I return items ordered in an adidas store to be delivered to your home?
If one of our store employees placed an in-store order for you with a tablet and you'll receive these items at home, you have to return the products to our warehouse by following the online return process above.
How do I return adidas items purchased at another store or online shop?
If you purchased products at another store or online shop, please get in touch with them, as they have their own return policies. It is not possible to return your items to adidas.