FAQs
Order & Delivery
How do I know if my purchase was successful?
An email with an order confirmation will be sent to the email address that was given when completing the order. If you haven't received your order confirmation, please check your spam folder. If you haven’t received your order confirmation, please contact us by emailing support@adidasunderwear.com and we will come back to you as soon as possible!
Can I adjust my order?
Our goal is to send all orders as quickly as possible. Usually, an order is being handled as early as 15 minutes after the order has been placed. Therefore, it’s infrequently that we have the possibility to adjust your order. If you want to adjust your order, please send us an email, with the following information: 1. Order number or the email address you used when you placed your order. 2. What you wish to change in your order.
Are there any customs or duties fees that I need to pay when receiving my order?
You may encounter a customs or duty fee when receiving your order. This is not in the control of adidas underwear and this fee will be dependent on your country.
Payment
Is my payment safe?
Your transaction and payment information is handled directly by our payment providers with secure encryption under strict banking standards. Your credit card information is sent directly to the bank and cannot be read or seen by anyone other than your bank, not even by adidas underwear.
Did my payment go through?
Our payment process includes multiple control steps to maximize safety. If your payment was successful, you will receive an order confirmation email within 24 hours. If you haven't received your order confirmation, please check your spam folder. Have you not received the email? Write to us by sending an email to support@adidasunderwear.com
I still haven't received my refund, how long does it take?
It takes 1-5 business days for the money to be refunded after we have initiated the refund. The funds will automatically be refunded to the account from which the payment was made.
Which payment options do you accept?
We accept several payment options. You can see available options when completing your order under the section called Select payment method. Please find available payment methods below. 1. Credit card (VISA, Mastercard, American Express), 2. PayPal.
Returns & Exchanges
What is your return & exchange policy?
You have the right to return one or several products for a refund within 30 days after receiving your order. The product should be in the same condition as when it was received. The product shall also be in their original containers with labels intact and protective stickers. Products purchased directly from our website have to be returned to our warehouse for a substitution to be made. Please use this link to access the return portal: https://dg-adidas-landing.happyreturns.com/ .The products can’t be exchanged at a retailer. A product can only be replaced with another product of equal or lesser amount. If you want to change to a product with a higher price, we ask you to return the initial order for a refund and place a separate order with the desired product. Please note that you need to pay the return cost when returning your order. Please note that we always refund you the amount that was paid for each product upon return. For instance, if you have bought a product with a discount code, we will refund you the amount you have paid.
I have received the wrong item, what do I do?
We are sorry that we have sent you an item different to what you have ordered. Please contact us by email to support@adidasunderwear.com, and we will do everything we can to correct our mistake.
I have received a damaged item, what do I do?
If you have received a delivery containing a damaged item, we apologize for that! Please contact us by emailing support@adidasunderwear.com with your order # and email used at checkout, and we will help you as quickly as possible!
Shipping Information
Import duties & customs
Items shipped within the EU are shipped to you on a DDP (Delivery Duty Paid), which means all relevant import taxes and duties will be included in the final purchase price. Non-EU countries may be subject to VAT and customs duties once the package reaches its destination. You will be responsible for payment of such import duties and taxes. Adidas underwear is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency. If you have any further questions regarding VAT and customer duties, please contact your local customs office for more information.
Delivery & tracking
Once your parcel has left our warehouse, you will receive an email with a shipping confirmation. Depending on the shipping alternative you have selected, the parcel will be delivered to your home address or to your nearest pickup point. In the confirmation email, you will find all relevant information regarding your parcel and how to track it.
Please note that it might take up to 48 hours for your tracking number to be activated.
When will my order be shipped?
Our warehouse will process your order as quickly as possible. We will send your order on the following business day, assuming the item you have ordered is available in stock. You will receive an email with a shipping confirmation once your parcel has left our warehouse.
How long is your delivery time?
Our goal is always to have your order delivered as quickly as possible. The estimated delivery time is stated for each shipping alternative at the section "Shipping info" when completing your order. Please note that the estimated delivery time is an estimate, and that the time may vary depending on external factors that adidas underwear and its shipping partner cannot control. These factors may include, but are not limited to, extreme weather conditions, technical faults, customs delays, etc. Please note that delivery times may be longer than usual during promotions. Packages are normally not transported during weekends and local holidays.
Where is my parcel being sent from?
We currently have our warehouse in the Netherlands. To guarantee the fastest delivery as possible, we ship your parcel from one of our warehouses which is nearest your location.
Marketing
I’m an influencer on social media, can I collaborate with you?
Thank you for your interest. Please contact our collaboration department at hello@adidasunderwear.com.
Be sure to include the following information:
- Your first- and surname
- Phone number
- Email Address
- All relevant information such as links to your social media pages, etc.
Our collaboration department will process your application directly. They will review it and contact you as soon as possible.