Free deliveryon all orders above $150
-
Questions?
Our advisors can help.
1800 801 891
Mon to Fri 7am to 5pm
* We may use the email address to contact you on your order status.
Frequently Asked Questions
The following questions are covered within this section:
1. Do I need to register to purchase something from the adidas online shop?
2. What is the delivery time?
3. How do I find the product I'm looking for?
4. How do I find a product that is not available at the adidas online shop?
5. Why don't you sell all of the products adidas makes?
6. How do I add products to my cart?
7. How do I make changes to my cart?
8. How do I checkout?
9. Can I place an order over the phone?
10.What could be the status of my order?
11.What kind of email will I receive about my order?
12.Payment Types
13.What if I forgot my account password?
14.How can I solve problems viewing the adidas online shop?
15.When will I receive my order?
16.Delivery Time for standard and express shipping
17.What happens on Public Holidays?
18.What are my shipping charges?
19.Shipping Charges
20.Can I ship my goods outside Australia?
21.Can I have a different delivery address to my billing address?
22.How do I track my order?
23.Can I change my order?
24.Can I cancel my order if you haven’t shipped it yet?
25.Can I change my ship to address after my order has shipped?
26.How long after I get my shipment confirmation e-mail can I track my order?
27.Why has my order been cancelled?
28.What is your exchange policy?
29.Returning Products
30.Our Guarantee to You
31.Return Policy
32.Exchange Policy
33.What should I do if I received the wrong product?
34.What should I do if the product arrived damaged or defective?
35.Will you credit back my shipping costs if I return my order?
36.When will I get my refund?
37.What if I can't find the answer to my question here?
1. Do I need to register to purchase something from the adidas online shop?
Registration is not required. You can always place an order at the adidas online shop as a guest. At the same time - if you plan to make regular purchases through our site - we recommend that you register. This will save you time when re-ordering at the adidas online shop.
2. What is the delivery time?
All orders placed before 1p.m. on business days will be processed and shipped on the same day. All orders placed after 1p.m. should be shipped within the next 1-2 business days.
3. How do I find the product I'm looking for?
If you need help finding a product, use our product search at the top of any page. Simply enter either keyword(s) or a product number in the search box and click "GO". The results of your search will be displayed on the page, with links to particular products or groups of products. You can then refine your search by selecting the various categories in the left hand side of the page displaying your search results; for example Gender, Sports, Price Range or even Colour.
Search Tips:
- Make sure you spell search words correctly, this will allow for more accurate results
- Use multiple words to find specific types of products, such as "running shoes". Then you can refine that to a specific gender or price range.
4. How do I find a product that is not available at the adidas online shop?
The adidas online shop offers the latest and greatest gear that adidas has to offer, however, we do not carry every product that the company makes.
If you can't find a product, or we are out of a size, you have a few options:
- Feel free to call our online shop customer service team on1800 801 891 (freephone) or send us an e-mail and we will let you know if and when we'll be getting that product back in stock. If we are not getting more, we'll do our absolute best to find a similar product for you. Our online shop customer service team is available Monday through Friday from 7 a.m. to 5 p.m.
- You can also use our store finder on our website to find an adidas store or supplier in your local area. You can then contact them directly to see if they have the product you are looking for.
5. Why don't you sell all of the products adidas makes?
The adidas online shop offers the latest and greatest gear that adidas has to offer. Unfortunately due to the size and scope of our worldwide available product range, it is impossible for us to carry every product that the company makes.
If you can't find a product, or we are out of a size, you have a few options:
- Feel free to call our online shop customer service team on1800 801 891 (freephone) or send us an e-mail and we will let you know if and when we'll be getting that product back in stock. If we are not getting more, we'll do our absolute best to find a similar product for you. Our online shop customer service team is available Monday through Friday from 7 a.m. to 5 p.m.
- You can also use our store finder on our website to find an adidas store or supplier in your local area. You can then contact them directly to see if they have the product you are looking for.
6. How do I add products to my cart?
To add products to your shopping cart, follow these simple steps:
- Before adding a product to your shopping cart from the product page, it may be necessary to choose a “size” and/or “colour” for the product you want to purchase. Click on the drop-down menu under the product description to select a size and/or colour
- Choose a “quantity” in the field provided
- Click the “add to cart” button to add the product to your shopping cart
7. How do I make changes to my cart?
At first please click on your shopping cart by clicking on the cart icon at the top of any page.
Before going to Checkout, you can make the following changes in your shopping cart if you need to:
- Choose a quantity from the dropdown provided
- Remove a product from your Shopping Cart. To remove a product, click on “remove from Cart”, or change the quantity to zero and click “update cart”.
- Return to shopping. If you want to continue shopping, you can use the shopping cart to store products you want to purchase. Click “continue shopping” to search the site for additional products. At any time during your shopping experience, you can return to your shopping cart by clicking on the cart icon at the top of any page.
8. How do I checkout?
Our simple checkout process is designed to help you complete your order and finalize your online shopping visit quickly and easily. If you have already registered your e-mail address with adidas, or created an account at our online shop before, you can use your e-mail address to login. Otherwise, you can check out as a guest or create an account. Having an account will give you access to handy features such as the address book and your personal order history.
The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically. If you have stored an address during previous checkouts, you can also use the address book to select this address.
The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically. If you have stored an address during previous checkouts, you can also use the address book to select this address.
Next up is the payment information. You can either choose to pay with credit card or PayPal. Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page. Please note that to ensure the safety of your data, your debit- or credit card data will not be stored on our systems.
When you have completed your payment information you will enter a screen with your adidas order overview. Please check all the information on this page, since this is your last chance to correct it. After hitting ‘Confirm Order’, your order will be processed and sent to the warehouse. From this point on, if you have registered with the adidas online shop, you can track your order in your account.
When you have completed your payment information you will enter a screen with your adidas order overview. Please check all the information on this page, since this is your last chance to correct it. After hitting ‘Confirm Order’, your order will be processed and sent to the warehouse. From this point on, if you have registered with the adidas online shop, you can track your order in your account.
9. Can I place an order over the phone?
Feel free to call our online shop customer service team on 1800 801 891 (freephone) and let the advisor know what products you are interested in purchasing, they can then talk you the process of placing your orders online.
Our online shop customer service team is available Monday through Friday from 7a.m. to 5p.m.
10. What could be the status of my order?
After you have placed your order at the adidas online shop, your order can have one of the following statuses:
Order confirmed: This means that you have placed an order successfully. You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.
Order shipped: This means that your order has been shipped from our warehouse and it is on the way to you. An email will be sent out just after your parcel has left our warehouse, informing you of this. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.
Order returned: Your returned order was received at our warehouse. Your refund will be initiated, following any necessary inspections.
11. What kind of email will I receive about my order?
After you have placed your order at the adidas online shop, you will receive the following E-mail messages:
Order confirmation: This means that you have placed an order successfully. You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.
Order shipping: This means that your order has been shipped from our warehouse and it is on the way to you. This email will be sent out just after your parcel has left our warehouse. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.
Order returned: Your returned order was received at our warehouse. Your refund will be initiated, following any necessary inspections.
12. Payment
The following payment options are available:
1. Visa
2. Mastercard
3. PayPal
13. What if I forgot my account password?
If you have forgotten your account password, please click on Sign In and then on the “Forgotten password” link and we will email you a new one straight away.
14, How can I solve problems viewing the adidas online shop?
If you are having problems viewing the adidas online shop, you could try deleting the cookies and the temporary internet files. This should help to solve your viewing problems. Please ensure that your cookies are enabled.
We support the following browsers: Internet Explorer, Firefox and Google Chrome.
15. When will I receive my order?
Most orders begin processing as soon as your online purchase is completed. You won't be charged for any product until it's shipped to you.
16. Delivery Time
Standard Shipping, 3 – 8 business days, your order should arrive between three to eight business days if you order before 1pm.
Express shipping, if the orders are placed before 1pm, your goods will be shipped the same day. It will take between 1-2 business days for your goods to be delivered. If you place an order after 1pm then it may take an extra day.
You will receive an email notifying when your order has been shipped.
17. Public Holidays
Please note our warehouse is closed on public holidays.
For orders placed on, or the day before one of these dates, delivery time will be extended by 1 – 2 working days.
18. What are my shipping charges?
At checkout, you will be prompted to choose a shipping method for your product(s). Your total shipping charges will automatically compute during checkout prior to the completion of your order.
19. Shipping Charges
adidas charges flat shipping rates per ship-to address.
The flat rates correspond to delivery method. Rates (incl. GST) are as follows:
Orders with standard products only:
· Standard delivery – $8.50
· Express delivery – $12.50
Orders with customised products only:
· Standard delivery - $12.50
Orders with both standard and customised products:
· Standard delivery - $14.50
· Express delivery - $17.50
For all orders exceeding a value of $150 then standard shipping is offered for free.
The free shipping limit does not apply to customised (mi adidas) orders.
20. Can I delivery goods outside Australia ?
The Australia adidas online shop can only ship within Australia.
21. Can I have a different delivery address to my billing address?
Yes, it is possible. During the checkout process you can choose different addresses. Please note that this option is only valid for addresses within the same country.
22.How do I track my order?
You can track your order by going to your Order History under My Account. Go to the order details of the order that you want to track and click on the tracking number in the “Details” column. This takes you to the carrier's website where you can find the most up-to-date information available.
Please note that until the carrier updates their computer with your tracking information, you’ll be unable to track your order via the web. It is therefore possible that when we provide you with the tracking link, on the first day after you place your order, no tracking information will yet be available. However, the carrier usually updates their information within one business day of the time that we provide you with the link, so if no information is yet available please check again later.
Some orders are packaged in more than one box. Each box will have its own unique tracking number. Customised (mi adidas) products are shipped seperately and have their own unique tracking number.
Possible statuses are:
Please note that until the carrier updates their computer with your tracking information, you’ll be unable to track your order via the web. It is therefore possible that when we provide you with the tracking link, on the first day after you place your order, no tracking information will yet be available. However, the carrier usually updates their information within one business day of the time that we provide you with the link, so if no information is yet available please check again later.
Some orders are packaged in more than one box. Each box will have its own unique tracking number. Customised (mi adidas) products are shipped seperately and have their own unique tracking number.
Possible statuses are:
· Received
This status means that your order has been received by the system but that it hasn’t yet been processed by our order management team. You will also receive an e-mail to confirm that an order has been received by us.
This status means that your order has been received by the system but that it hasn’t yet been processed by our order management team. You will also receive an e-mail to confirm that an order has been received by us.
· Transferred
This status means that your order has been transferred to the warehouse and that your goods are being picked and prepared for shipping.
This status means that your order has been transferred to the warehouse and that your goods are being picked and prepared for shipping.
· Order shipped
This status means that your order has left our warehouse and is now either in the hands of the carrier or has already been delivered by the carrier. You can click the carrier's tracking link, which is also provided with this status, and see where your package is at the moment. When your order leaves our warehouse, you will also receive an e-mail with the order tracking link.
· Returns Received
This is an additional status that will appear in case you have decided to return (part of) your order. This will indicate that the returns have been received and accepted. You will also receive an e-mail when your returns have been received and accepted.
This is an additional status that will appear in case you have decided to return (part of) your order. This will indicate that the returns have been received and accepted. You will also receive an e-mail when your returns have been received and accepted.
· Order completed
This status is indicated when the order is no longer traceable at the carrier's website because the order has taken place too long ago.
This status is indicated when the order is no longer traceable at the carrier's website because the order has taken place too long ago.
23. Can I change my order?
Once your order has been placed, it immediately starts going through our ordering process. While you can't change the order you've just placed, you can return any products you don't want by following our Return Policy
If you want to order something new, you may place a new order online or feel free to call our online shop customer service team on1800 801 891 (freephone) and let the advisor know what products you are interested in purchasing. Our online shop customer service team is available Monday through Friday from 07 a.m. to 5 p.m. Our advisors are happy to assist you.
24. Can I cancel my order if you haven’t shipped it yet?
We are sorry, but we cannot cancel your order, even if it has not shipped yet. After you have placed an order, your order begins to process. Once you receive your order in the mail, you may return any products you don't want by following our Return Policy.
25. Can I change my ship to address after my order has shipped?
TOLL (AUS/NZ) only:
Yes, but it depends on the time passed by after you have placed the order at our online shop. Please call our online shop customer service team on 1800 801 891 (freephone) and let the advisor know your order number and the shipping address. Our customer service advisor will get in touch with our carrier on your behalf and askif it’s still possible to change your shipping address. Please note that a change is normally only possible when the carrier has not picked up your order from our warehouse already.
Within the end of the same business day you will receive your shipping notification and in this case you will receive the parcel within the next 1-2 business days. With your shipping notification you will receive a tracking link for your order.
Our online shop customer service team is available Monday through Friday from 7a.m. to 5p.m. Our advisors are happy to assist you.
26. How long after I get my shipment confirmation e-mail can I track my order?
Your shipment confirmation email should include a link to track your order online. There may be some delay between the status of an order being updated on the website, however this is normally only brief. Tracking information should be available as soon as you receive this email.
27. Why has my order been cancelled?
Your order may have been cancelled for a number of reasons. The most common one is if the product that you ordered is unfortunately no longer in stock. Naturally we do our best to deliver on all customer orders, however very occasionally; we do have issues with stock levels. In order to get a clear understanding why your order was cancelled we recommend you to call our online shop customer service team 1800 801 891 (freephone) and let the advisor know what products you are interested in purchasing. Our online shop customer service team is available Monday through Friday from 7a.m. to 5p.m. Our advisors are happy to assist you.
28. What is your exchange policy?
Unfortunately we are unable to exchange products. This is due to the fact that our order processing commences as soon as your order is placed. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our return policy.
29. Returning
If you are not fully satisfied with your order, you may be entitled to a refund. See our Return Policy for details.
30. Our Guarantee to You
Because we want you to be 100% satisfied, you can return your purchase(s) made at adidas.com.au within 30 days for a full refund provided the products are unused and complete (including the original packaging insofar as reasonably possible). See our Return Policy for details. Special rules apply to returns for customised (mi adidas) products, see our Return Policy. Please follow the instructions on your packing slip. All return packages must be shipped using the return label from the carrier or with some other form of traceable shipment. We cannot assume responsibility for misdirected or lost shipments.
This right of return applies in addition to, and does not affect, your statutory or contractual rights, including the consumer guarantees which are imposed by the Australian Competition and Consumer Act.
31. Return Policy
You may return your adidas purchase within 30 days from receipt for a full refund provided the products are unused and complete (including the original packaging insofar as reasonably possible). See our Return Policy for details. If the return falls outside of this period, or the item is worn, damaged or not in its original packaging, adidas cannot accept the returned items and cannot give a refund. Clothing returns can only be accepted if the original label/ hangtag has not been removed. Special rules apply to returns for customised (mi adidas) products, see our Return Policy.
This right of return applies in addition to, and does not affect, your statutory or contractual rights, including the consumer guarantees which are imposed by the Australian Competition and Consumer Act.
32. Exchange Policy
www.adidas.com.au does not exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our Return Policy.
33. What should I do if I received the wrong product?
If you have received an incorrect product, we recommend you contact one of our customer service advisors on 1800 801 891 (freephone) and let the representative know the details of your order.They are available Monday through Friday from 7a.m. to 5p.m. They will then assist you further.
34. What should I do if the product arrived damaged or defective?
If you have received a damaged or defective product, we recommend you to call our online shop customer service team on1800 801 891 (freephone) and let the advisor know the details of your order. Our online shop customer service team is available Monday through Friday from 7a.m. to 5p.m. Our advisors are happy to assist you.
35. Will you credit back my shipping costs if I return my order?
Provided your complete order is returned to us, and it complies with our returns policy, we will refund your shipping costs as well as the cost of the product. If you are only returning one item from a multiple item order, then unfortunately we will not refund the shipping costs.
36. When will I get my refund?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. Once the return has been approved, it takes 1-2 days for the refund to be made by adidas to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
For further information please feel free to call our online shop customer service team on 1800 801 891 (freephone) and let the advisor know the details of your order and / or about your open question. Our online shop customer service team is available Monday through Friday from 7a.m. to 5p.m. Our advisors are happy to assist you.
37. What if I can't find the answer to my question here?
If you cannot find the answer to your question here, we recommend you to call our online shop customer service team on 1800 801 891 (freephone) and let the advisor know the details of your order and / or about your open question. Our online shop customer service team is available Monday through Friday from 7a.m. to 5p.m. Our advisors are happy to assist you.