Frequently Asked Question
Postal Returns
Please kindly follow the following steps:
- Contact our Customer Service team.
- Provide our Customer Service team your order details and reason for returns.
- Print out your return form(s) that will be provided by our Customer Service team.
- Simply pack the item you wished to return in a box, insert your return form, then seal the box.
- Proceed to your preferred courier to post back your returns.
- Take note of the tracking number stated on the shipping label provided by the postal service as reference.
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 online store 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 online bank transfer orders with partial refund –
- Refund is allowed only to a bank account.
- Please enter the following bank account details in the link provided by adidas via email.
- Bank name
- Account number
- Account name
- Bank account details are not stored by adidas in any of the systems and will be transmitted in encrypted format only.
- You can enter the bank account-related information within 10 days of receiving the link, or else the case will be closed. Once the case is closed, a new return request through customer service is needed to process the refund process.
- The onus of entering the bank account details correctly is only on the customer. If customer entered the bank account details incorrectly, adidas is not liable for any loss.
Sometimes we have to cancel orders. This can be due to a number of reasons, including:
Stock availability. It is most likely that your size ran out of stock before we could process your order.
Payment issues. Your payment did not go through or we were not able to verify your payment details.
Delivery address issues. You may have accidentally entered an incorrect or incomplete delivery address which we couldn’t process.
You will not be charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.
In order to get a clear understanding why your order was cancelled we recommend you to contact our online shop customer service team and they will be able to assist you.
Due to the current situation and an overwhelming amount of orders, please expect delays as we try our best to deliver them to you. In the meantime, we will continue to monitor and adjust according to developments, while putting our families and communities first.
To track your order, please input your tracking number into our courier tracking page.
Delivery Rules and Restrictions
Orders are shipped on business days only. Business days are Monday to Friday, 9am – 6pm, excluding national holidays in Malaysia. All deliveries must be signed upon receipt.
Once your order has been placed, it immediately starts going through our ordering process. Therefore, we unfortunately cannot cancel or change your order or order details even if it has not been shipped yet. Once you receive your order, you may return any products you don’t want by following our Return Policy.
If any details of your order are incorrect, please contact our online shop customer service team.
Once your order has been dispatched from our warehouse you will receive a shipping confirmation email with your tracking number and link to track your order online. You will then be able to to track your order via the online tracker. There may be some delay between the status of an order being updated on the website, however the carrier usually updates their information within one business day. Tracking information should be available as soon as you receive this email however, please note that until the carrier updates their system with your tracking information, you will be unable to track your order.
Click the Checkout button at the top of the page to go to your shopping bag. Under the order summary click “Have a Coupon?” then type your voucher code into the box and click ‘Apply’
Online shop vouchers are only valid for use on products that are part of a promotion or campaign, so check whether the relevant promotion is still running. Also, vouchers are not valid in combination with other promotions.
Promotion codes do not apply to sale products. If you return an order where a promotion code has been used, the value of the code will not be refunded. The voucher code will not be replaced. Promotion codes are only valid within a certain time. Should you encounter any problems with using a code, please contact our customer service. Our advisors are happy to assist you.
Generally, you can change your shipping address within 24 hours. Make sure to contact us immediately with your order number, and the correct address. The more information you provide, the sooner we can change your information. Although we cannot guarantee that we’ll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.
Make sure you type ‘Urgent: Change Order Details’ in the subject line. Any other title may cause delay in the delivery of your order.
Please keep in mind that your order may already have been dispatched. In this case, we won’t be able to send you another one so it’s best to contact the postal service.
Yes! all orders will include a tracking number. It will automatically be sent to your email. You can track your order directly at our site.
If you received a shipping confirmation email with your tracking number, it means that your order has been shipped.
As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier’s website.
If there is a problem with your tracking number or package delivery, please contact the courier directly. Please allow 1 – 4 days for the tracking information to show up. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time. You can also track your order on Order Status page
We’re very sorry to hear that you haven’t received your package yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. Please review the options below as it may help with locating your package.
- Double check your shipping address.
We recommend to double check the shipping address you entered to ensure it was correct. Please make sure that the home number and unit number (if applicable) are correct.
You can check the shipping address that was provided to us at the order confirmation email that you received upon your purchase.
Kindly note, in the instance that an incorrect shipping address was provided to us, CaveStore cannot be held accountable for mis-delivered packages. Customers are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.
Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being “returned to sender”. If this is the case, please contact us with your order number and we’ll be happy to ship you another package to your intended address.
- Check with your household members and your neighbors.
When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf.
We also recommend to check with your neighbours to see if anyone has accepted the package for you.
- Check your mailbox and any safe drop areas around the parameters of your home.
In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, to check all possible areas where it could have been delivered to rule out the other options.
What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from passers-by by the individual delivering your package. Please check around your porch, near your garage, and backyard entrance to see if the package is there.
- For businesses – check with the security guard, mailroom, and front desk.
If your shipping address is to a business, there’s a very good chance it was delivered somewhere and/or to someone else. Please check with your mail room, front desk, and security guard to see if anyone has accepted the package for you.
- For apartment buildings – check with security or front desk/concierge.
In many instances for apartment buildings, the package will be delivered to concierge or security. Please check with your building’s front desk or management office to inquire if they have received your package.
- Contact your local post offices.
There’s a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being ‘Delivered’. We recommend to contact your local post offices to inquire if they’re holding your package. Be sure you’re contacting the number of that exact post office, and not the general support line of the carrier.
- Wait 24-48 hours for your package to deliver.
On rare occasions, the carrier may mark the package as being delivered earlier than it actually is. Please wait 24-48 hours for your package to deliver or for the carrier to issue another update.
If you have done all of the above and still do not have your package, please contact us with your order number and we’ll be happy to help you further.
Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
If you have previously experienced lost or stolen packages where you reside, we encourage you to have your package delivered to a work address to ensure that you receive it safely.
CaveStore is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe secure place at your delivery address.
We use trusted local courier services such as J&T, NinjaVan, PosLaju & DHL eCommerce which is decided by the availability of your area.
The delivery time frame as listed below:
| Regions | Standard Shipping |
| West Malaysia | 1 – 3 business days |
| East Malaysia | 3 – 7 business days |
Yes, definitely! You can do so by filling in your address as the ‘billing address’ and the address you wish to ship your order to, as the ‘shipping address’.
Go to that product page and follow the steps:
Step 1: Click the “Add to Cart” button on the products you wish to purchase and they will be added to your shopping bag. The shopping bag will pop-up with the total amount to be paid and the checkout button. If the cart did not open, you can click on your shopping bag in the top right corner of the page and it will appear.
Step 2: Now you can either “Continue shopping” or click on the “Checkout” button to proceed to checkout.
Step 3: Click “Checkout”. By clicking on one of those buttons you will be redirected to the checkout page. There you will be asked to complete all details requested from you on the form including shipping address, billing address and a form of payment.
Step 4: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order within seconds. If you haven’t received that email, please check in your spam folder and verify the email address you typed on the order confirmation page so that we can contact you.
Step 5: Shipments will be dispatched from our warehouse within 1-4 business days (excluding pre-order and backorder items purchased). You will receive a confirmation and valid tracking number that will show record within 48 hours. If your order is delayed, you can reach our customer service team by clicking here.
Sure you can! Just add all the products you want to your shopping bag and then click on the “Checkout” button located inside the cart. Navigate to the cart by clicking on the top right bag icon and scroll down to “Checkout”. This way you can save on any additional items and save time.
CaveStore order process is automated to distribute products quickly and accurately. However, all cancellations should be made within 12 hours upon placing your order. Please review your items carefully before completing your orders.
CaveStore is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache. If you continue to face problems, please send a screenshot of the error to us by clicking here and we will assist you.
We have a very secure and smart payment system. If our system detects that your order is a potential risk of fraud, we will place your order on-hold and reach out to you to verify the details of your order for the safety of our company and for the credit card holder. For example, if you are placing an order with a credit card that is issued in a different country than where you are placing the order from, our system will detect the difference in countries and your order will be flagged as a potential risk of fraud.
To verify these details, please simply respond to the email that was sent to you from a Support Representative at CaveStore.
Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen issues.
We accept all major credit cards including Visa, Mastercard, Visa Debit, American Express, Discover, Diners and FPX Online Banking.
Your credit card will be charged once your order is processed to ship.
Please note that once credit card authorization is received, depending on your bank, the funds may be reserved up to 30 days. Please check your bank’s policy. If you are paying with a debit card, please verify with your bank if there are limitations on daily withdrawal amounts on your card. Bleame reserves the right to request additional identification. If necessary, we will contact you by e-mail.
We have multiple security processes in place. For one, we will never save your credit card information at CaveStore. This remains the private property of the card holder at all times before, during, and after the product purchase. Also, all transactions are processed through secure forms of payment which are used by millions of people daily and are heavily encrypted by third party-payment processors.
In addition to processing all credit card sales via a fully secured and reputable third party payment processor, your checkout experience is protected by industry standard 128 Bit SSL encryption to protect your private data.
Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team. When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder.
You will receive an error message immediately if there is a problem with processing your credit card. You’ll have the opportunity to enter a new card number if this happens. Please make sure that all of your personal information matches the exact information (name, address, etc) associated with your credit card. If some information doesn’t match, the transaction will not go through, as we have a very secure payment process. If you are unsure, please call your credit card company to verify the information they have on file.
Please confirm if you received an email confirmation via the email address you entered. If you see multiple pending charges on your bank statement, note that they will drop off your account in a few business days depending on your bank’s institution. Please contact your bank if you have any further questions regarding the pending charges. Please be sure the billing address you are providing is matching the exact billing address associated with your credit card and only click the submit button once to prevent multiple charges.
If you haven’t received a refund yet, first check your bank account, then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.