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 or take out the product from the original packaging. We would recommend you to contact our Customer Service team here 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.


Please refer to this link for extended return period due to COVID19


Postal Returns:

Please kindly follow the following steps:

  1. Contact our Customer Service team here
  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. Insert your return form into the return parcel, then seal the parcel.
  5. Proceed to the nearest post office to post back your returns.
  6. Take note of the tracking number stated on the shipping label provided by the postal service as reference.


Return product at DHL Drop off Point:
Please kindly follow the following steps:


  1. Contact our Customer Service team here
  2. Provide our Customer Service team your order details and reason for return.
  3. Print out your return form(s) and Shipping Label that will be provided by our Customer Service team via email.
  4. Insert your return form into the return parcel, then seal the parcel. And put the new shipping label from customer service replace the old shipping label.

           Remarks :

  • Customers should use the outer box that was received from Adidas to return the products / If the parcel was packed in an envelope, other envelopes may be used.

  • The box / outer packaging must be in perfect condition.

  • You should remove/replace the original shipping label with new shipping label to prevent confusion


  1. Customers may drop off their returns at the DHL counters or at every SE-ED Book store or DHL drop-off points. See drop off points here.
  2. When returning the product to the drop-off point. Store Staff will request a mobile phone number from customers in order to send the shipment tracking details via SMS.
  3. Customers are able to track the shipment via SMS or at https://ecommerceportal.dhl.com/track/
  4. There is no cost to return products at these drop-off points
  5. Please keep the SMS as proof of return.


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:

  • Non-hype products.
  • 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.co.th/
  • 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. 

For further information and especially if you do not receive your refund within 30 business days, please feel free to call our online shop customer service team 1800012805 and let the advisor know the details of your order and about your open question.




When will you receive my return package?

After you drop off your return package at the local drop off point, it can take 2 - 5 business days for the package to get to our warehouse. Unfortunately, we cannot control how long it will take for your returned products to be delivered back to us.




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

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.




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.

If you choose to pick it up at a store, you may return the product upon collection and purchase something else that we have in stock in store. You may also place a new Click and Collect reservation for your desired products.




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 contact us via

1) Live Chat:chat Look out for this icon on the bottom right of your screen.

*Available only when our customer service agents are not currently attending to other customers

2) Call at: 1800012805


Our advisors will be happy to assist you.