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

If you have received products which you did not order or a damaged/defective product please do not remove any tag and keep the original packaging in the same condition. We would recommend you to Contact customer service here

Mon - Friday (excluding Public Holidays): 9am to 6pm

and let the representative know the details of your package.

Our Customer Service team would also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.



How do I return my Order?

You can return your online order within 30 days of receiving your order. 

*Please note that orders purchased with Samsung Galaxy Gift Voucher will not be eligible for return/refund.


Postal Returns:

Please kindly follow the following steps:

Contact our Customer Service team here

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 via email.

Insert your return form into the return parcel, then seal the parcel.

Proceed to the nearest post office / carrier / other preferred services to post back your returns. Destination address to be mentioned in your return form.

Take note of the tracking number stated on the shipping label provided by the postal service / carrier / other preferred services as reference.


What are the conditions for returning my product(s)?

You can return your order within 30 days of receiving it. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.

General Return Conditions

In order for a return to be accepted, it must meet the following conditions:

  • 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.

Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.

If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:

  • Obtained from a source other than http://adidas.com.vn
  • Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
  • Damaged by misuse or activities other than the intended purpose (use of running shoes for court sports or hiking footwear as work boots, etc.)



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 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. 

Generally, there will be a longer processing time for refunds if you made payment via Cash on Delivery.


If you made payments via Cash on Delivery, a secured refund form will be sent to you by our customer service agents where bank details are needed. It is important to ensure full and accurate bank account details (exact account name, bank name, account number) will be provided to avoid any unnecessary delays due to incorrect information. If you do not have a bank account, we will not be able to process a direct refund. You will receive a voucher of the refund value for your next online purchase instead, terms and conditions apply. 


 For further information and especially if you do not receive your refund within 21 business days, please feel free to call our online shop customer service team here and let the advisor know the details of your order and about your open question.




When will you receive my return package?

Unfortunately, we cannot control how long it will take for your returned products to be delivered back to us. It may vary upon the preferred carrier you select to return the package.




Why do I have to wait for adidas to receive my returned product(s) before I can get a refund?

Before we can start processing your refund, we need to make sure that your returned products meet our return's condition.This quality check can take up to 2 weeks, though generally less.

As long as your product(s) meet the above criteria, we can reimburse your purchase price. If your returned product(s) don't meet the criteria above, we cannot accept the items and unfortunately won't be able to give you a refund. In that case, the product(s) will be returned to you by the adidas nominated carrier at your cost.




Can I exchange my product(s)?

We are unable to exchange the products you ordered online and had delivered to your preferred delivery address. However, you can return unwanted products for a refund, and then place a new order.




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

If you cannot find the answer to your question here , we recommend you reaching out to our Customer Support Team here , and our advisors will be happy to assist you.