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COVID-19

Order Delays

  1. I recently ordered from your website and haven’t received it yet. What’s the status of my order?
    • For online orders, would you mind sharing your order number with us? We will then escalate this to the team.
  2. I received your email on the update for my delivery. What exactly caused my order to be delayed by so long?
    • Firstly, we are truly sorry for the long wait
    • We faced a surge in demand and an overwhelming number of orders that we had to attend to during the Circuit Breaker period.
    • We then scaled up on warehouse resources as best we could. However, the timeframe provided is the most realistic timeframe we can commit to.
    • Thank you so much for your patience and understanding.
  3. I received your email on the update for my delivery. Can you help to expedite it? The delivery date is too far away.
    • We are currently going through our orders systematically
    • Expedited orders are reviewed case by case
    • Unfortunately, we can’t help to expedite the order in-store
    • If you can give us your order number, we will get the CS team to reach out to you.
  4. Can I just pick up my order from the store instead of waiting for delivery?
    • Unfortunately, that would not be possible as our warehouse team is in the midst of processing your order.
  5. Can I just pick up my order from your warehouse?
    • Unfortunately, that would not be possible as our warehouse is for authorised personnel only. Rest assured, we are doing our best to have your order to you as soon as possible.
  6. I placed my order before my friend, why is it that he got his order first?
    • There are a variety of reasons for that, but it is difficult to pinpoint without looking into the exact case.
    • However, please be rest assured that we’ve reviewed our processes and all packing and deliveries are done systematically to ensure customers are able to get their items in the shortest time possible.
  7. (Follow up question to above question) I consolidated my order so that your delivery guy will only have to make 1 trip to my house - is this to say that if i had made several individual orders, that I would have received my order earlier?
    • It is unlikely that splitting your orders would have helped it to arrive earlier since our packing and delivery are done systematically.
    • However, we do appreciate that you consolidated your order to help alleviate the strain on our delivery resources.
  8. Why did you hold such a big promotion when your warehouse wasn’t equipped to handle the volume?
    • The volume of sales was quite unexpected, and we apologize that we were not able to handle the volume as efficiently as we would have liked.
    • It showed us the gaps in our systems and processes, and we are working to rectify them already so that we can avoid a situation like this again.
    • We look forward to being able to give our customers good deals on our products again and also providing top-notch service from start to end.
  9. Why is it that adidas ignored my multiple emails / DMs?
    • We are receiving a large volume of enquiries during this period.
    • Our Customer Service team is going through all enquiries to ensure they are addressed.
    • We do apologize that it is taking a while to come back to you.
    • Leave us your order number and we will have the Customer Service team be in touch as soon as possible.

Returns/Refunds and Exchange

  1. What is the return and refund policy?
    • For a return to be accepted, it must meet the following conditions:
      • Non-hype products.
      • The product must be unused and unworn.
      • The product must be in its original state and packaging with the original tags attached.
      • Apparel must have the original packaging and original tags attached.
      • Accessories must have all parts of the original packaging. Accessories must remain vacuum - sealed if it comes in a sealed packaging.
      • Footwear must be in the original shoe box with original tags attached. Sticker on the shoe box should not be removed or altered in any form.
    • We are extending the return period, as we totally understand the situation and prioritized our consumer’s health as well.
      • Orders received in March – 90 days returns (return by 30 June 2020).
      • Orders received in April – 60 days returns (return by 30 June 2020).
      • Orders received in May & June – return by 31 July 2020.
  2. I returned my items one week ago. Why haven’t I received my refund yet?
    • The refund process is triggered automatically.
    • On our end, once the return has been approved, it takes 4-21 days for the refund to be made by adidas online store to your payment services provider (for example your credit card supplier).
    • Following this, the time taken for a payment services provider to provide you with your refund will vary depending upon the provider, so it is worth checking in with your payment services provider.
  3. Can I get a refund at the store since it’s taking so long?
    • Unfortunately, we are unable to do that as the refund process has already been triggered with your payment service provider.
    • Perhaps you can check it with your payment service provider.
    • What we can do on our end is - if you could share your order number with us, we can escalate this to the relevant team and have them ensure that your refund is processed as soon as possible.
  4. I received a damaged / wrong item. Can I exchange it at the store?
    • Firstly, we sincerely apologize for the damaged / wrong item that you received.
    • Unfortunately, we are unable to do the exchange, if you received a damaged / wrong item, you could return the item to our warehouse and we will do refund process.
  5. Can you help to process the cancellation of my online order and give me a refund? I’ll just pick up the items here in-store.
    • Unfortunately, we are not able to process your online order cancellation, but we can help to escalate your order number to the relevant team. Would you mind sharing your order number?
    • We would suggest that you successfully cancel your online order first before purchasing your items in-store.
    • If you would prefer to still shop in-store, you can process your returns and refund with our Customer Service team online once you receive your items.
AFFECTED CITY
Province City Closed Date
Papua Barat Kabupaten Fak Fak 26 Maret 2020 - Until Further Information
Papua Barat Kabupaten Kaimana 26 Maret 2020 - Until Further Information
Nusa Tenggara Timur Alor 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Belu 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Ende 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Flores Timur 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Kupang 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Lembata 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Malaka 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Manggarai 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Manggarai Barat 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Manggarai Timur 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Nagekeo 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Ngada 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Rote Ndao 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Sabu Raijua 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Sikka 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Sumba Barat 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Sumba Barat Daya 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Sumba Tengah 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Sumba Timur 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Timor Tengah Selatan 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Timor Tengah Utara 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Baa 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Kalabahi 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Komba 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Labuan Bajo 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Lambaleda 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Laratama 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Lembata 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Maumere 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Mbay 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Mborong 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Ngada Bawa 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Oelamasi 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Ponco Ranaka 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Sambi Rambas 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Soe 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Tambolaka 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Waibakul 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Walakaka 1 April 2020 - 15 April 2020
Nusa Tenggara Timur Wogomang Ulewa 1 April 2020 - 15 April 2020