Steps to cancel your order online

	1. Go to the order tracker and enter your order number and email address. You can find your order number in your order history or in the email we sent you to confirm the order.
	2. Click the button ‘Cancel items’. This button is only visible for 15 minutes after placing your order.
	3. Now select the items you would like to cancel from your order, pick your cancellation reason and confirm your cancellation.
	4. You will either not be charged or receive a refund for the cancelled products. Once your cancellation has been processed (within 2 - 4 hours), we’ll send a confirmation email to the address you used to place your order.

 

You can track your return journey through the return tracking number provided by the carrier. Once we receive it, we'll perform a quality check within 4 business days. You'll receive an email once we initiate your refund.  

Credit or debit card

A refund issued to your credit or debit card takes up to 14 calendar days once we’ve processed your return in the warehouse.

Valu

Did you pay with Valu? If all items are returned, Valu handles the refund process. For partial return/refund, you will receive an email from Dlocal. Please initiate the refund process by verifying your identity and entering your bank details. This should take up to 12 business days once we've processed your return at the warehouse.

Cash on Delivery

Did you pay with Cash? Fawry handles the refund process. This should take up to 7 business days once we’ve processed your return at the warehouse. You will receive an SMS from Fawry with the details needed to visit a Fawry kiosk/agency and collect your refund in cash.

We will not refund your shipping costs, except in the case of return of a defective product. This will be assessed once received at our warehouse, and if defect is approved, your refund will include shipping costs.

TRACK YOUR ORDER STATUS Check the status of your order via the  Order Tracker page . All you need is your order number and email address.
TRACK YOUR DELIVERY STATUS Track your parcel by following the link in your Shipment Confirmation email. This would be sent as soon as your parcel is shipped. You can find your order number in your order history or in the email we sent you to confirm the order. If you still can't find it, contact us at- service-en@eg.onlineshop.adidas.com 

Orders placed during public holidays will be processed on the following working day.

A guide to cleaning and maintaining running trainers Running outside can be tough on your shoes. They'll face the wear and tear of mud puddles, dirt roads, and pavement. Some simple maintenance can get out grass stains and scuffs, and keep your shoes looking fresh, even when they're worn. Here is our guide to cleaning and maintaining your trainers. Cleaning instructions: When the time comes to clean your shoes, follow these dos and don'ts.   Do: Remove excess dirt? Use a soft brush, like an old toothbrush, to wipe away surface dust, being careful not to further scuff the material. Mix up soap & water ? Add eco-friendly laundry detergent to a little warm water, and use a washing cloth to rub gently onto superficial stains in the fabric. Rub off ? Rinse the washing cloth in warm water, and apply to the same areas to remove the detergent. Dry the shoes ? Dry your shoes at room temperature, adding paper towels or newspaper on the inside to soak up the liquid. Freshen Laces? Wash, or replace your laces. Air your insoles ? Remove the insoles of your shoes while cleaning to get rid of the smell. In case of intense odor, sprinkle on a small amount of baking soda. Don't: Put your shoes in the washing machine. This can discolor or damage the fabric. Place them close to a radiator or use external heaters. To guarantee to retain the shape of the sneaker you should dry them at room temperature. Use alternative cleaning products including chemicals and bleach. Use a hard brush, or scrub harshly. This can particularly damage weave or mesh materials used in models including Pure Boost and Ultra Boost. Here are some additional tips to keep your shoes clean: Storage To keep your running shoes in top condition, make sure you don't leave them outside. The sun can wear the outer and make white soles go yellow. Spot clean After your run make sure to remove any stains as soon as possible. When leaving them for too long they will start to permeate into the fabric of your shoe, which can be damaging in the long term. When the washing is done, complete the final and most important step: take your shoes out for a run.

All compliments or complaints are priceless to us, so please get in touch with us if there's something about our service or products you appreciate or something you're not satisfied with, please contact us at: service-en@eg.onlineshop.adidas.com

We use a diverse variety of materials in our products, and wherever possible make sure they are environmentally friendly and recycled. Our selection of materials contributes to our ambition of becoming an even more sustainable company. To thoroughly research the materials that we use, head over to the materials section of our website. For the material description of a specific product, please check its online product information page the product labels.

How To Exchange An Item In Store?

A) How Do I Exchange An Item?

• Bring the Item in its original packaging along with the invoice to any adidas store.
• Original tags must be attached to them.
• Item/s should be in good condition and not used.

B) Which Items Are Excluded From Exchanges And Returns?

• Electronics, Swimwear, Underwear, Face masks, Beauty Products, Sports Bra & Lingerie cannot be exchanged in-store.

Follow these steps if you want to export and download your account data: Login to Runstactic.com and click on "Home". Select "Account & Data" on the left-hand side. Click the teal "Export Data" button. You will receive an email with instructions. Your sports sessions, sleep sessions, elevation, speed, and heart rate data is provided in .JSON format. The folder 'GPS data' consists of all sessions that have a GPS trace and those are available to you in .gpx format. You can import those files into other platforms. After you have imported the sessions into your preferred platform, all data such as elevation, heart rate, distance, duration, map, etc. will be visible to you.
Note: Depending on the size of your file it might take up to a few days till your export is ready. Please also note that in order to export your account, you must confirm your email address, if you haven’t done so already. Enter your email account and click on the link we sent you to confirm your email address. If you did not receive it, we can resend it to you.

The adidas Running app gives you the option of connecting a Heart Rate Monitor so you can record your heart rate during a running session. To connect a Heart Rate Monitor, simply open the Activity Setup by tapping the Activity Setup icon next to the “Start” button and tap “Heart Rate”.  Runtastic Heart Rate Combo Monitor: To connect the Runtastic Heart Rate Combo Monitor, make sure that the Bluetooth of your device is switched on and then put on the Monitor like you would when going for a run. Other Monitors: This option allows you to connect other Heart Rate Monitors. Unfortunately, we cannot guarantee that your HR monitor will work as each device can have different specifications. Setting up Heart Rate zones: The option "Edit your Heart Rate Zones" allows you to customize the Heart Rate Zones to fit your personal values.

If you want to import .gpx, .fit, and .tcx files, follow the steps below: 1. Go to www.Runtastic.com  2. Log-in to your account 3. Go to "Home"  4. Select "Activity Import" on the left-hand side 5. Select "Choose files" 6. Select the file you want to import, and the activity will be uploaded after you click on "Upload". If the import has been successful, a message will confirm the upload, and you will be able to view the activity in your account. Note: The file must not be bigger than 10 MB. For more detailed information on how adidas Runtastic is processing GPX files in the web import, please visit here

Yes! The following devices synchronize directly with adidas Running: Apple Watch, Garmin Smartwatches, or devices equipped with Wear OS by Google. Please visit the links below for more information about each Smartwatch and its functionality with adidas Running: Apple Watch, Wear OS by Google, Garmin, Polar Flow, Additional partners. For other smartwatches, you have the option to synchronize or import your activity to adidas Running as a .gpx or .tcx file. For help with importing your activity, please see here.

If you own a heart rate monitor (HRM) with Bluetooth 4.0 (Smart) capacity, you can use it to record your heart rate while tracking with the adidas Running app. Instructions on how to connect your device can be found here. As there are many devices on the market from various manufacturers with different specifications, we cannot always guarantee that your device will work flawlessly with the app. However, the following tips will resolve many of the most common connection issues: Minimum Requirements (iOS): Your phone: iOS12. Your heart rate monitor: Bluetooth 4.0 capability (Smart). Your adidas Running app: Latest version installed from the App Store. Configure the following settings in your phone: Make sure that bluetooth is turned on and that your phone screen is on Close any background apps that may be using the sensor before connecting to the adidas Running app, Do not connect the HRM directly in your phone’s bluetooth settings. If it already is connected there, be sure to disconnect it: iOS: Settings > Bluetooth > tap “i” next to your HRM > Forget This Device.
Connect the HRM in the adidas Running app via the Activity Setup icon next to the "Start" button followed by “Heart Rate”. More info here. (link to connect HRM article). If you cannot establish a Bluetooth connection between the HRM and your phone, please try the following: Switch Bluetooth off and back on from your mobile device. Restart your mobile device. (Make sure you close out of all open apps before trying to reconnect) Disconnect and reconnect your HRM directly in the adidas Running app. Make sure that the HRM itself is in good condition: Check whether the battery of the device needs replacing
Make sure the device’s firmware is up-to-date Wipe the sensor with a damp cloth and hand wash the belt well with soap and water as dirt can often cause connection errors. Make sure the HRM is tight but comfortable around the chest to ensure a good connection; if the monitor moves or slips it may disrupt readings. Close the adidas Running app and remove the heart rate sensor from the strap. Wait 30 seconds, place the sensor back on the strap then reopen the app. If this does not help, remove the battery and touch and hold both sensor points for at least 10 seconds. Wait 5 minutes then put the battery back in.  If your connection issues persist and the device’s LEDs are still working, it is possible that you’re experiencing a signal interference from a nearby app or device. In this case, please unpair your HRM from any previously paired apps or devices. Keep in mind that certain devices that transmit wireless signals could also be interfering with the connection, such as wireless headphones, wireless routers, or fitness machines, e.g. treadmills. You may need to move to a new environment away from any potential interferences.   Note: You can also track your heart rate using wireless headphones with integrated HRM (Bluetooth Smart Technology). Use these same troubleshooting steps if you have any difficulties with the connection. Still having trouble with the connection? Please submit a request below and include details of the phone and device you are using. 
 

To install the adidas Running app on your smartwatch, just go to the Google Play Store on your watch and search for the adidas Running app. You can find it in the “Health & Fitness” category. (If the app is already installed on your device, please make sure it is updated to the latest version.). Before you get started with your activity, please check the following:
that your smartwatch is paired with your phone that the adidas Running app is installed on your phone
that you are logged into the adidas Running app on your phone You have two possibilities to either use your Wear OS smartwatch as a standalone option or as a second screen (smartwatch + phone). The Standalone Wear OS for the adidas Running App is possible only for smartwatches with integrated GPS. Note: Training Plans, Interval Training, and Voice Coach can only be used with the second screen option. In order to use your smartwatch as a second screen option, you need to start an activity directly in the adidas Running app on the phone. The activity can be finished either on the smartwatch or phone. Activities tracked with Wear OS will be uploaded to your adidas account as soon as your smartwatch is connected to wifi. During the activity you will see the duration, distance and your heart rate on the watch. Press and hold the values to personalize them. Pause or Stop an Activity Tap the Pause button at the bottom of the screen to pause your activity. To stop the activity, swipe up the screen and tap the Stop button. Your activity will end and you will see the route ran, duration, distance, calories burned and much more. Tracking your heart rate with Wear OS by Google You can track your heart rate via the built-in sensor in your smartwatch OR via an external heart rate belt. You have a heart rate app installed on your smartwatch – there you’ll have the possibility to choose between an external BTLE heart rate belt or the integrated monitor for heart rate tracking. In order to track your heart rate, you’ll need to start the activity directly on the watch.

As the adiClub offer is region-specific and not yet available in all countries, it is important to understand some of the scenarios that go along with making changes to the country you have listed in your profile. Firstly, please note: if adiClub is not yet available in the country you have listed in your profile, it will not be possible to switch the country to one that already has adiClub available there. There are a few reasons for this (both legal and technical), and we therefore cannot allow for this kind of change to be made. That being said: in the event that you end up moving to another country where adiClub has already been rolled out, we recommend creating a brand new adidas Runtastic account with the new country listed, exporting your existing adidas Runtastic account data via runtastic.com, and then importing this data into the new account. Secondly, please note: if your account already has adiClub and you attempt to switch the country to one that does not currently have adiClub available, this will also not be possible. It is only possible to change the account country from one adiClub region to another. For example: changing from the United States to the United Kingdom will be possible as they are both adiClub countries. Furthermore, please also note that when you change between two adiClub countries, the points do not transfer over. In the example scenario with the United States and United Kingdom, the points earned in the United States will stay there, the points for the UK will be set to 0 (assuming you haven’t earned any adiclub points there yet) and if you wish to change back to the United States, they will still be there.  We plan to bring more countries into adiClub over time. Thus, in the event that your current country does not have the adiClub offer, be on the lookout for future updates from adidas Runtastic as this could be subject to change! In any event, you will be informed accordingly should we open this offer up to your region.

Follow these simple steps if you want to delete your account and all your activities: Log in to Runtastic.com and open the Settings by clicking on 'Home'. Select 'Account & Data' on the left-hand side. Click 'Request Deletion'. Go to your email account and open the email we’ve sent you, please also check your spam folder. Once you have followed the steps in the email, your account and all its data will be deleted. Premium Memberships that were purchased through the App Store or Google Play Store must be canceled separately, otherwise the automatic renewal will remain active. For guidelines on how to cancel your subscription see here.

For points to be correctly allocated to your profile, you need to be signed in to your account when making purchases and completing interactions, or be identified as a adiClub member in stores. When making a purchase at adidas.com or from the adidas app, points will be allocated to your account after the order has been confirmed and shipped which generally takes up to 72 hours. Points for in-store purchases will be allocated to your account within 72 hours after the purchase. Points can take up to a week to get posted to your account. If points have not been allocated even one week after your online or in-store purchase, please contact adidas Customer Support*. Missing points cannot be claimed in adidas stores. When tracking an activity in the adidas Running app, please note that points can only be earned for running activities and if tracked via GPS. Manual entries and edited activities are not eligible for receiving points.