ADIDAS
adidas - Sports & Style
FREQUENTLY ASKED QUESTIONS
ORDERS & PAYMENTS
If you placed an order before 28th February 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.
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.
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. To change the size of a product, click Edit below the specific product. To delete a product, click Delete below the specific product. To change the quantity of a product, click the product quantity box and select the number you want to order.
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, color, 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'.
Yes, we will email you a PDF copy of your invoice. You should receive it shortly after you get your shipment confirmation email.
We are sorry to hear that your order is canceled. It is very hard to define a specific reason why the order is canceled. For more information about your order and the cancellation you can check the order tracker. We suggest you to reorder the items. If your order, or part of it, is cancelled, we'll pay you back the amount of the canceled products.
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 to service@ae.onlineshop.adidas.com who will provide further assistance on this topic.
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 service@ae.onlineshop.adidas.com or call at (+971)45-867-401 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 canceled 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.
After doing your online order you can cancel it entirely or partially, by emailing Customer Services at service@ae.onlineshop.adidas.com. But we can't offer the option to change eg amount of items, different size or color or your personal details. If the warehouse has already commenced processing your order, no changes can be made.
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.
You'll 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 canceling your order, we'll send you a cancellation confirmation email.
We accept the following payment methods in the online shop: Visa, Mastercard, American Express and Paypal.
TABBY
Tabby empowers you with the flexibility and freedom to choose how and when to pay for the things you love. Tabby lets you shop now, pay later without the interest, fees or debt traps.
Select tabby on checkout. A pop up will appear with the four monthly instalment details. Register one time on our website with emirates ID, email and phone number to activate the payment service. Pay the first instalment immediately, and the rest of the payments will be scheduled as an automatic debit from the card that has been used for the first payment.
No, the entire process stays within the adidas.ae website.
Automatic debit will apply from the card that has been used for the first instalment.
Four months is the standard duration pre-selected for this service. This cannot be altered.
Instalments will automatically split equally. The amount cannot be altered.
Any debit or credit card accepted.
Yes, no product exclusions apply.
Yes, the general return and refund policy will be applicable.
Log in to your account and go to My Orders. Select the order that you wish to return. Tell us what item(s) you want to return and why. Confirm your return.
Pack your items, use the pre-printed label from the box and stick the return label over the previous one. In case you lost your return label, a new label will be automatically emailed to you after finishing step 1.
3. Courier will contact you to pick up your return
Our couriers will be in contact to arrange a time and a day to pick up your return(s).
Returns and Withdrawal policy for items purchased at the adidas Online Shop. To return your products, please contact Customer Services to request 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. The adidas x Gucci products are only eligible for returns within 14 days from the delivered date. YEEZY products are not eligible for returns.
RETURNS AND REFUNDS
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.
Your Refund Progress : We'll Process Your Return And Ensure That It Is Eligible To Be Refunded 2. Bank Will Send Refund
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.
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.
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.
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.
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 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- service@ae.onlineshop.adidas.com
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- service@ae.onlineshop.adidas.com
Orders placed during public holidays will be processed on the following working day in UAE.
DELIVERY
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 Online Shop.
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: service@ae.onlineshop.adidas.com
Promotions often only work on a specific selection of our products. Please 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 we send you, underneath the 'Store Locator' and 'Privacy Policy'. If you're absolutely sure your voucher is valid for your order and the discount still doesn't work, please contact us: service@ae.onlineshop.adidas.com. For more information on vouchers, please click here.
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.
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 at: service@ae.onlineshop.adidas.com
PRODUCTS
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.
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 1 year from the date of purchase.
Did you order an item online, but it is the wrong size? Instead of returning it…
1. You can exchange for a different size for free within 30 days in selected adidas stores per invoice price.
2. You can also exchange an item with any other item as per invoice price.
3. 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
- YEEZY products
- Gift Vouchers
- Electronics
