What is adidas returns policy?

If you change your mind or make a wrong selection, you may be entitled to a refund under our change of mind returns policy. Simply follow the steps explained in this section.

 

Our change of mind returns policy applies in addition to, and does not affect, your rights under the consumer guarantees which apply under the Australian Consumer Law.

 

In-store purchases

To successfully make a return or exchange in-store please bring your original purchase receipt in-store with you. 

View our store trading hours and store locater pages here.

 

Online purchases

Online purchases can be returned using ParcelPoint or Australia Post as per below instructions. 

You can also return an online purchase in adidas concept stores. View instructions here.   

 

How do I return an item?

1.    To start your Return visit www.parcelpoint.com.au/adidas 

 

2.    Click ‘Book a Return’ and fill in the fields. Please note: 


•    You will need your original order ID to book in your return. It starts with AAU followed by 8 digits. 
•    Make sure you use the complete order ID, e.g. AAU12345678. You can find this number on your order or shipping confirmation email and on your invoice.

 

3.    Select a method to send your return parcel using ParcelPoint or Australia Post.  Both returns methods are free of charge and include tracking.


4.    Drop off your parcel to a ParcelPoint Returns location (only if selected ParcelPoint), or to your nearest Australia Post office (only if selected Australian Post).
 

  For more information on ParcelPoint Returns locations and trading hours please view here

ParcelPoint

 

 

How do I track my return?

•    ParcelPoint: Visit http://parcelpoint.com.au/track and use the ‘ParcelPoint ID’ to track your return. You will find your ParcelPoint ID on your ParcelPoint Returns slip.


•    Australia Post: Visit http://auspost.com.au/track and use the ‘Article Number’ to track your return. You will find the ‘Article Number’ on your receipt.
 
Please note: Unfortunately, due to current challenges with our distribution center and partner, we are experiencing long delays with processing returns. Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment. We sincerely apologise for this inconvenience and appreciate your patience. 

 

What is your returns period?

We can only accept returns under our change of mind returns policy within a 90 Day return period. If a return older than 90 days reaches our warehouse, adidas cannot accept the returned items and cannot give a refund under our change of mind returns policy. Our change of mind returns policy does not apply to Yeezy product. However, this does not affect your rights under the consumer guarantees which apply under the Australian Consumer Law. 

 

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 14 days. 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.

 

Please note: Unfortunately, due to current challenges with our distribution center and partner, we are experiencing long delays with processing returns. Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment. We sincerely apologise for this inconvenience and appreciate your patience. 

 

 

Can I exchange an item I purchased online?

Unfortunately, we are unable to 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 change of mind returns when the return is in line with our returns policy.

 

 

What should I do if my product arrives damaged or defective, or isn't what I ordered?

If you have received a damaged or defective product, please return the product as per the return instructions. Our returns policy applies in addition to, and does not affect, your rights under the consumer guarantees which apply under the Australian Consumer Law.

 

If you have received the incorrect order, please contact our customer service team here and let the team member know the details of your order and they will assist you.

 

Will you refund my shipping / delivery costs if I return my order?

We will refund the complete cost of the return. We will not refund the shipping costs. Please note all orders over $100 qualify for free shipping. 

 

Can I return items that were purchased at different times on the same returns form?

You will need to book a separate return for each order number. This means you need to generate one return label for each order.

 

Things to keep in mind when returning an item

•    To return under our change of mind returns policy, the garment must be unworn and in its original condition with tags still attached.
•    All return packages must be shipped using the labels generated from the ParcelPoint portal.
•    Please follow the packaging instructions as explained above to ensure we can accept your return.
•    We cannot facilitate exchanges for online purchases. If you wish to exchange a product, you will need to return your purchase for refund and place a new order

 

Contact our Customer Service team in the following instances

•    You have received the wrong order.
•    You have received the same product twice
 
Please ensure you have your packing/returns delivery note (included with your delivery) on hand when contacting our customer service team. 

 

What do I do if my question isn't covered here?

If you cannot find the answer to your question here, we recommend you to call our online shop customer service team here and let the advisor know the details of your order and/ or about your open question.

 

Our online shop customer service team are available and happy to assist you during the following times:

  • Mon to Fri  9:00AM – 9:00PM AEST
  • Sat & Sun 8:00AM – 5:00PM AEST

 

Please note: Due to the large volume of customer inquiries we are currently receiving, please expect a delay with our response. We appreciate your patience at this time.

 

Can I return an online purchase to an adidas store?

adidas concept stores can facilitate a return in store for card payments only. Purchases made using Afterpay or PayPal will need to be returned via the return instructions above – click here.  


View our store trading hours or Store Locator pages to find what stores are near you. 
 

 

How do I return an online purchase to an adidas store?

Please bring your online order confirmation email (either printed or on a smartphone) with you to be able to successfully return an item in store. 


Refunds will be processed onto the same card that was used for the original purchase. 


All Returns are subject to our Returns policy. 
 

 

Can I exchange an online purchase in an adidas store?

adidas concept stores can facilitate an exchange when the below two criteria are met: 

•    The product is available in store. If the item is not available, we will process a return for you; and
•    When the item was originally purchased using a credit card. If the item was purchased online using Afterpay and PayPal we will not be able to exchange this in-store and you will need to return the item as per return instructions above. 

View our store trading hours or Store Locator pages to find what stores are near you. 
 

 

How do I exchange an online purchase in-store?

Please bring your online order confirmation email (either printed or on a smartphone) with you to be able to successfully exchange an item in store. 


All Exchanges are subject to our Returns policy.