Frequently Asked Question

Postal Returns

Please kindly follow the following steps:

  1. Contact our Customer Service team.
  2. Provide our Customer Service team your order details and reason for returns.
  3. Print out your return form(s) that will be provided by our Customer Service team.
  4. Simply pack the item you wished to return in a box, insert your return form, then seal the box.
  5. Proceed to your preferred courier to post back your returns.
  6. 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.