What is the return 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.

If you need help re-purchasing, please contact our customer service team here.

Return Instructions

 

  • Before you ring customer service, please ensure you have the packing/returns delivery note which was included within your delivery.
  • Call customer service on 0800 117 722 (Monday to Friday 11am - 7pm) and they will explain the return options to you.
  • You will be instructed on how to complete the paperwork and then pack the items into the original parcel, with the original packaging and all the labels/hangtags are still attached.
  • Then return the parcel to adidas as instructed.

Here are a few things we need you to keep in mind.

 

Following these instructions will help to get your funds back into your account as soon as possible.

 

  • We need you to book in a separate return for each order number.
  • We only accept returns under our change of mind returns policy within the 30 day return period. If a return older than 30 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. This Return Policy applies in addition to, and does not affect, your statutory or contractual rights, including the consumer guarantees which are imposed by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986
  • We are unable to refund the initial shipping cost of your order (all orders over $150 qualify for free shipping)
  • To return under our change of mind returns policy, the garment must be unworn and in its original condition with tags still attached
  • Package your item(s) in the original packaging. If this is a satchel, turn it inside out. If it is a box make sure that there are no barcodes, names or addresses showing. If you don't have the original packaging, any plastic bag is fine as long as it is not see-through.
  • www.adidas.co.nz 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.
  • Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment.

Please note:

 

  • 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. We therefore need to allow at least 14 days receiving and processing your return.
  • We will notify you via e-mail once we have received and processed the returned product(s). Once the return has been approved, it takes 1-2 days for the refund to be made by adidas to your payment provider.
  • We will refund the value of the product(s) total. Refunds will be given in the same form of payment as the original purchase. If one item is returned that was part of a '2 for 1', 'buy 1 and get 2nd for 50%' or 'spend & save' deal, the garment will be refunded at the discounted price or as the percentage price as calculated by adidas which was paid and not the original full price.
  • This Return Policy applies in addition to, and does not affect, your statutory or contractual rights, including the consumer guarantees which are imposed by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

 

 

What is your returns period?

We can only accept returns under our change of mind returns policy within a 30 Day return period. If a return older than 30 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 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 (number at the bottom of the page) 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 9a.m. to 7p.m. Our advisors are happy to assist you.

 

Can I exchange a product?

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 returns when the return is in line with our return policy.

If you need help re-purchasing, please contact our customer service here.

 

 

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. If you have received the incorrect order please contact our customer service advisors (number at the bottom of the page) and let the representative know the details of your order and they will then assist you further. They are available Monday through Friday from 9am to 7pm.

 

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 $150 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.
•    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 (number at bottom of the page) 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:

Monday to Friday 11:00am to 11:00pm (NZST)

Saturday to Sunday 10:00am to 7:00pm (NZST)