Need to contact Adidas and make sure they reply?
Adidas customer support overview
Adidas Australia offers multiple customer support channels, including a local phone hotline (+61 2 7256 9046), a dedicated support email (service@onlineshop.adidas.com.au), live chat with their chatbot “Adi,” and in-store assistance. Their online Help Centre provides 24/7 self-service options and can connect you to human agents during business hours.
While the brand is trusted for product quality and its commitment to Australian Consumer Law, some customers have noted slower-than-expected online service responses. Overall, Adidas aims to resolve issues like delivery delays, refunds, and product queries with a generally customer-friendly approach, backed by clear policies and comprehensive FAQs.
Common Adidas customer issues and complaints
Commonly reported Adidas Australia support challenges include:
- Shipping delays – Orders sometimes take weeks to dispatch, occasionally resulting in cancellations due to out-of-stock items.
- Slow refunds – Refunds are promised within 14 business days after returns but can take longer, prompting follow-ups.
- Limited proactive communication – Customers often discover delays or cancellations only after checking themselves.
- Difficulty reaching a human agent – The chatbot handles basic questions, but complex issues can require persistence to reach live support.
- Product returns – Size and fit exchanges are common, and online orders require postal returns rather than in-store swaps.
Despite these issues, many shoppers still report positive product experiences when orders and returns proceed smoothly.
How to contact Adidas customer support
- 📞 Phone: Call +61 2 7256 9046 (Mon–Fri 8am–6pm, Sat 8am–5pm AEST) for direct assistance.
- 💬 Live Chat: Use the “Adi” chatbot on adidas.com.au/help to get instant answers or request a human agent during business hours.
- 📧 Email: Send detailed inquiries, with your order number, to service@onlineshop.adidas.com.au.
- 📚 Help Centre: Browse FAQs, track orders, and initiate returns via the Adidas Help portal.
- 📱 Social Media: Reach out via Facebook or Twitter for escalations if other channels are slow.
- 🏪 In-store: Store teams can assist with store purchases and guide online returns but cannot refund online transactions in-store.
💡 Tip: Keep any case ID Adidas provides. This speeds up follow-up communications.
Adidas key customer policies: refunds, returns, cancellations and more
- Returns & Refunds: 30-day return window for most items in unused, resalable condition with tags. Free returns for online orders via prepaid label. Refunds processed to original payment method within 14 business days of receipt.
- Exchanges: No direct online exchanges. Place a new order and return the original. In-store exchanges possible if stock is available.
- Cancellations: Must contact support immediately after ordering. Orders process quickly and may not be editable after dispatch begins.
- Warranty & Faulty Products: Covered under Australian Consumer Law. Adidas will replace or refund faulty items within a reasonable timeframe.
- Shipping: Free standard shipping over $100. Standard delivery is 3–7 business days, with express options available on select orders.
Adidas complaints submitted through Ajust
I spent weeks going back and forth with Adidas trying to escalate a simple refund issue. They told me to email their complaint team, but it just looped back to the same person I’d been talking to for a month. It felt impossible to get anyone to properly listen or take ownership. - David
I called Adidas support multiple times after my order never arrived. Each time they promised an update within 24 hours, but no one ever got back to me. I just needed a clear answer before my holiday, but they left me completely in the dark. - Vural
I emailed and called Adidas for months about a refund after returning a jersey. Every time I reached someone new, I had to start over. It’s exhausting when all you want is a straight answer or your money back. - Ahmed
Recent experiences with Adidas customer service
Social media escalation: Posting on Twitter prompted resolution after two weeks of unanswered emails.
Delayed order frustration: Shoes took 13 days to dispatch, missing a gift deadline, and refund processing was slow.
Official Adidas Customer Service Links & Contact Information
- Help Centre: adidas.com.au/help
- Phone: +61 2 7256 9046 (Mon–Fri 8am–6pm, Sat 8am–5pm AEST)
- Email: service@onlineshop.adidas.com.au
- Order Tracking: Track your order
- Returns Portal: Start a return
- Store Finder: Find a store
- Facebook: Adidas Australia
Adidas Contact FAQs
What’s the fastest way to reach Adidas Australia customer support if I need a quick response?
Calling Adidas Australia at +61 2 7256 9046 during business hours is usually the fastest way to reach a real person. Live chat via the “Adi” chatbot can also connect you to human agents. For time-poor shoppers, these direct channels are best when tracking delayed deliveries or refund updates. Email and social media replies may take longer, so always keep your case ID handy for faster follow-ups.
Why are Adidas online refunds and deliveries sometimes delayed in Australia?
Adidas refunds can take longer than the stated 14 business days due to high return volumes or processing delays. Shipping issues usually arise from out-of-stock items or courier backlogs. If your refund or delivery stalls, follow up via phone or live chat and note your case ID to speed resolution. Many customers find social media escalation helpful when standard channels are slow to respond.
Can I exchange or return Adidas products bought online at a physical store?
No, Adidas stores can’t process refunds for online orders, but they can assist with guidance or new purchases. Online orders must be returned via the returns portal using a prepaid label. If you need a different size, place a new order and return the original. Keeping your receipt and return tracking helps ensure your refund is processed quickly and without dispute.
What should I do if Adidas support isn’t responding or resolving my issue?
If Adidas customer support isn’t replying, try escalating your case on Twitter or Facebook, where responses are often faster. You can also contact their Help Centre to reopen your ticket or call again with your existing case ID. For unresolved refund or delivery issues, consumer platforms like Ajust can help push for fair, timely outcomes under Australian Consumer Law.
You’ve already wasted time trying to contact Adidas.
Let us help you take the next step, and finally get a real response.