adidas order tracking: delivery, returns and problems

Who delivers my adidas order?

Each country has its own adidas site. These are the carriers adidas's own help pages name:

The UK site delivers only in the UK, and not to PO boxes, British Forces Post Office addresses, Jersey or Guernsey. In the US, express shipping isn't available to PO Box, APO or FPO addresses.

1. adidas's warehousePacked, then handed to the carrier
2. The carrierOn its way
3. A post office or pick-up pointBring ID and the card, within 7 days
4. YouDelivered

Where is my adidas tracking number?

Look in these places:

• The order tracker. Enter your order number and email address. The order number is in your order history and the order confirmation email; on the US site it looks like AD000000000.
• Your account. Orders placed while signed in are in your order history. In Australia, that's where adidas sends you for the status.
• The shipment confirmation email. It arrives when the parcel ships, with the carrier's tracking link; in the UK, a Royal Mail track and trace number. Each package of a split order gets its own email and link.

In Australia, adidas points you to the Australia Post website or app. US Buy with Prime items are tracked in your Amazon account.

The order statuses, as adidas names them:

Ireland uses Order received, Order shipped and Cancelled.

Other shops: find your tracking number. Not sure whose number you have? Type it here:

Why is my adidas order late, or why isn't tracking moving?

When nothing moves, it's usually one of these:

• Still in the warehouse. UK orders ship Monday to Friday, outside UK and German public holidays. US orders take 1 to 3 business days to process; if one hasn't shipped after three, adidas emails you. Backorders, stock, high volumes or a payment problem can hold it.
• A personalised item. It adds 1 to 2 days in the UK and 15 business days of processing in the US. A new football jersey launch can add 2 to 4 days in the UK.
• A split order. adidas may send your order in several packages, each with its own tracking.
• A pre-order or back-in-stock item. The estimated shipping date is in your order overview.
• On its way with no date. adidas UK sends you to the carrier's website for the latest date.
• Nobody was home. Most carriers come back the next day, or leave a card and keep the parcel at a collection point for 7 days before it goes back to adidas; bring the card and ID. In the UK, the Royal Mail link in your shipping email lets you redirect the parcel or pick another day. In the US, FedEx Delivery Manager lets you leave instructions for a FedEx parcel or have it held at a FedEx location. More: missed delivery.

How long adidas gives itself: adidas UK's terms call delivery periods "indicative", not strict deadlines. If an Express delivery is late, adidas may refund the Express charge. When waiting is still normal: tracking not updating.

Changing the order. In the UK, you can cancel all or part of an order only within 15 minutes of placing it, with "Cancel items" on the order tracker. adidas can't change the size, colour, quantity or your details. More: change the delivery address.

adidas delivery options and costs

UK. adiClub members get free delivery; for everyone else, it's free over £40.

Express shows at checkout only where it's available: order before 7 pm Monday to Saturday, or 1:30 pm on Sunday, for the next working day. A store has the item the same day if it's in stock, or within 4 working days from the warehouse.

US. Standard shipping takes 3 to 5 business days after 1 to 3 days of processing, express 3 business days, and Buy with Prime 2 to 3 days. adiClub members get free shipping and returns.

Ireland. Home delivery with An Post or collection at an An Post pick-up point takes 4 to 5 working days and costs €4.99, free over €50 and for adiClub members. Express with UPS takes 1 to 2 business days and costs €6.95.

Australia. Standard delivery takes 4 to 7 business days, 6 to 7 to NT, SA and WA, and 7 to 10 in peak sales. It costs $10, free over $120 and for adiClub members. Express takes 2 to 5 business days, 4 to 6 to NT, SA and WA, and costs $20, or $10 for members and orders over $120.

More: parcel lockers and pickup points and uncollected parcels.

adidas parcel not arrived or marked delivered: what to do

Look first, then report. In order:

1. 1Check the trackingOpen the order tracker, then the carrier's link from the shipment confirmation email; a split order has one per package.
2. 2Look around and askCheck safe places, neighbours and the doormat for a card. adidas UK's terms let the carrier leave the parcel with a neighbour or at a pick-up point after a failed attempt; the carrier tells you where. In the US, adidas asks you to contact the carrier first, "for the fastest service": FedEx, Lasership or Pitney Bowes, or Amazon for Buy with Prime.
3. 3Contact adidasUK: +44 20 7365 7315 or chat, Monday to Friday 8 am to 10 pm, weekends 9 am to 9 pm. US: 1-833-998-5826 or chat, every day 8 am to 11 pm ET. Canada: phone, Monday to Friday 8 am to 7 pm ET, or chat, 9 am to 10 pm ET. Australia: chat, +61 2 7256 9046 or [email protected]. Have your order number and email address ready.
4. 4Report an issueDelivered but missing: in the UK and Ireland, adidas may ask for the carrier's proof of delivery. In the US, adidas opens an investigation if the carrier can't help; it starts two business days after the scheduled delivery and takes up to 14 days. An item missing: check for another package, then contact adidas. A wrong item: in the UK, return it for a refund and order again, as adidas can't swap it; a wrong size you didn't order gets an exchange through customer service. A defect or missing parts: in the UK, start a claim from your order details page and send the item back with adidas's label.
5. 5Refund or new itemA UK order marked Not delivered or Lost is refunded automatically. adidas UK reviews a claim within 3 business days of getting the item back, then sends a replacement in the same size and colour or, if there's none, a refund. adidas US's terms put the risk of loss on you once the parcel is handed to the carrier.

More: parcel marked delivered but not received, lost parcel and damaged parcel.

Returning an adidas order

UK. Returns are free within 30 days of receiving the order, or 14 days for hype and limited items. Start the return on the website or the app, then drop the parcel off where the instructions say. Or take it to an adidas store with your order number, except Yeezy shoes, CONFIRMED app items and, under the terms, orders that had a delivery charge. Items go back unworn, with their tags, trainers in their shoe box.

US and Canada. Most online orders can go back within 30 days of receipt, 7 or 14 days for some hype products; final sale items can't. Start the return online or with "Return Items" in your order history. Buy with Prime items go back through Amazon.

Australia. Online orders go back by post within 30 days of purchase, not to a store; hype items can't. The delivery fee isn't refunded. adidas allows at least 14 business days to assess a return, then the refund usually reaches you within 2 to 3.

Exchanges. In the UK and US, you can exchange for another size or colour once, free, within 30 days. Drop it off within 5 days in the UK, 10 in the US. In Australia, you can exchange for another size of the same model within 30 days of purchase if it was delivered to a home address.

Refunds. adidas checks a UK return within 4 business days of it arriving, then emails you. A card refund takes up to 14 calendar days, PayPal 3 business days and Klarna 12; an adidas e-gift card comes at once. In the US and Canada, allow up to 14 business days.

Your return gets its own tracking number from the carrier. When it says delivered, the parcel has reached the carrier's sorting centre and is on its way to adidas's warehouse. More: returns tracking.

Can I track an adidas parcel in Peek?

Yes: paste the carrier's tracking number from the shipment confirmation email into Peek. Peek recognises these by their shape alone:

• Royal Mail: two letters, 9 digits and GB, like RR000000005GB.
• An Post: two letters, 9 digits and IE, like RR000000005IE.
• Australia Post: C, E or L, another letter, 9 digits and AU, like CA000000005AU.
• UPS: 1Z and 16 letters or digits.
• Lasership: 1LS and 12 to 14 characters, which Peek follows with OnTrac.
• Pitney Bowes: 20 characters starting with UPAA or UPBE, or PBX and two letters.

For Evri's 16-character numbers starting with H or T, Peek asks Evri and shows it once Evri knows the number. FedEx's 12-digit numbers share their shape with other carriers: Peek asks the likely carriers and shows the one that knows the number. If several know it, press "Choose"; if it shows the wrong one, press "Change" and pick the right carrier. A Buy with Prime number starting with TBA goes to Amazon's public tracker first. For a carrier this guide doesn't name, paste its number all the same: Peek follows more than 3,500 carriers. Return numbers work the same way.

If a parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and follows the new carrier. Peek shows what the carrier publishes. Claims, refunds and returns stay with adidas.