Question 1

How long does it take to receive a refund to my account after I have sent back my return?

Accepted Answer

Please estimate about 14-20 working days from the time you have sent the items to us until you receive the money back to your card/bank account.

Question 2

How can I return a product?

Accepted Answer

If you are not satisfied with your purchase, please follow the return instructions  here .

Question 3

How many days do I have to return an item I have purchased online?

Accepted Answer

Products bought online from ASICS and ASICS Outlet can be returned within 30 days from the day that you receive the order, provided it is in its original condition. Get a free 90-day trial period on your ASICS products as a OneASICS member, more details  here .

Question 4

How can I check my return status?

Accepted Answer

Returns will be processed once they arrive back at the warehouse, in the order in which they are received. Refunds for the items you return will be made to the same payment method used for the purchase. You can track your return status at My account. If you have any questions regarding your refund, please contact our Consumer Experience team and we will be happy to assist you -  contact us . Please have your order number and your contact information to hand.

Question 5

Can I exchange a product bought online?

Accepted Answer

Unfortunately it is not currently possible to exchange goods bought on ASICS and ASICS Outlet (including for different sizes or colours). You will need to return the item, receive a refund and place a new order for a different size or colour.

Question 6

I have lost my returns form / label. What do I do?

Accepted Answer

Please contact our Consumer Experience team and we will be happy to assist you -  contact us .

Question 7

I want to make a complaint. What do I do and what guarantees do I have?

Accepted Answer

Firstly, a big apology from us!!  Products purchased from a store or retailer: 
 Complaints regarding a product purchased in a store must also be submitted to the same store.  Products purchase bought online: 
 If you have purchased the product(s) from online, we recommend the following: please contact our Consumer Experience team and we will be happy to assist you -  contact us . Please have your order number and your contact information ready. To help our Consumer Experience team, we recommend that you send a photo indicating the breakage or issue if possible. Our team will contact you as soon as possible by phone or email.

Question 8

Wrong / faulty products

Accepted Answer

If you received the wrong product, please return the product and tick "wrong item" in the return form and place a new order. if you received a faulty product, please return the product and tick "faulty" in the return form and place a new order. if you are missing an item in your order  contact us  immediately. Our business hours are 0800 to 1200 Monday to Friday, except for bank holidays.

Question 9

How do I know that my order has been placed?

Accepted Answer

An order confirmation will be sent to the email address you provided when placing the order. If you have not received an email, the order has not been processed or an incorrect email address has been given. Please also check to make sure that the order confirmation has not ended up in your “junk mail” folder. If you are still in doubt, please contact our Consumer Experience team and we will be happy to assist you -  contact us .

Question 10

How can I track my order?

Accepted Answer

Once your order has been dispatched, an email will be sent to the email address provided when placing the order notifying you that your order is on the way. You can click on the tracking number provided to track your order. You can also log in to My Account to view the status of your order or your order history. If you do not have an account or are a new customer, you can create your account. Once your order is dispatched from our warehouse, you can also use the tracking number (Item ID) that you received in an email from us to track the progress of your parcel.

Question 11

What delivery options are available?

Accepted Answer

You have the option to have your order delivered to either a Drop-off / Access Point or Home Delivery. More information is available on our  Shipping page .

Question 12

How long does delivery take?

Accepted Answer

By choosing standard delivery option, your order will be delivered within 3 - 6 business days. If you are requesting a delivery to a remote location, delivery times may be longer. You can find more shipping information  here .

Question 13

How much does it cost?

Accepted Answer

For shipping costs please check  here .

Question 14

When do I qualify for free shipping?

Accepted Answer

For shipping costs please check  here .

Question 15

Why has my order (or one of my items) been cancelled?

Accepted Answer

If your order (or one of the items in your order) has been canceled, it could be for one of the following reasons: a stock issue a payment problem a technical error If your payment has been taken, you should receive a refund back to the same payment method used. Please note this could take up to 48 hours. If you have any questions please contact our Consumer Experience team and we will be happy to assist you -  contact us .

Question 16

Why can’t I make an order or check out?

Accepted Answer

Please check if you have valid and complete local contact information including billing and delivery addresses for the country you wish to shop in. If the system still does not accept your order please contact your credit card issuer, bank, Klarna or Paypal. If you are unsure or if there are technical problems, please contact our Consumer Experience team and we will be happy to assist you -  contact us .

Question 17

How do I cancel an order I have placed?

Accepted Answer

Your order can usually be cancelled within a 15 minute window. You can do this from your order status page on your order history. Additionally, you can contact our Consumer Experience team, where they we will be happy to assist you -  contact us . If your order has already been shipped, you will have to return it to us. Please follow our  return instructions .

Question 18

How do I add to or change my order?

Accepted Answer

Your order cannot be modified once it has been placed. To add more products, please place a new order. If you want to change your order and it has already been dispatched, you will need to return the product and place a new order. For assistance, please contact our Consumer Experience team -  contact us

Question 19

I only received a part of my order?

Accepted Answer

Please note that we sometimes ship orders separately due to stock availability. There are two ways to check the order status of your order: OneASICS members: log in to ascertain the status of their orders,  here . Guests: please refer to your shipping confirmation email or access your order status,  here .

Question 20

What are the benefits of becoming a OneASICS member?

Accepted Answer

Free Shipping On All Orders 
 90-Day Free Returns** 
 Free 90-Day Runkeeper Go™ Trial  Additional OneASICS™ Benefits can be: 
 private member sales 
 earlier access to offers 
 early access to products 
 birthday offers 
 event invitations 
 product giveaways 
 exclusive gifts with purchase 
 charity donation ** 90 Day Free Returns policy does not apply for products bought on the ASICS Outlet. *** 10% off on first order on ASICS Outlet cannot be combined with other promotions.

Question 21

What is OneASICS?

Accepted Answer

The OneASICS™ program is a free membership program for customers of ASICS. As a OneASICS™ member, you have access to exclusive benefits designed to keep you running. For more information on the OneASICS program you can check  here .

Question 22

How do I register for OneASICS membership?

Accepted Answer

Create a free account by going to the registration page  here . Click "Join for Free", choose your sign-up options, fill in your profile details and click "Sign Up". Enjoy your OneASICS benefits!

Question 23

Does my OneASICS membership expire?

Accepted Answer

Nope! Your OneASICS™ membership will not expire but you may be asked to acknowledge any changes to the privacy policy or terms and conditions, which will be explained in clear and concise language.

Question 24

How do I delete my OneASICS account?

Accepted Answer

Please make sure you are logged in to the account you would like to delete. You can then delete your account by going to  this page  and following the steps.

Question 25

How will ASICS use my personal data?

Accepted Answer

Please refer to the  Privacy Policy  for detailed information.

Question 26

Are the prices shown on your website inclusive of taxes and fees?

Accepted Answer

Yes, all prices displayed on our website already include applicable taxes and fees. The amount you see is the final price you will pay, with no additional charges at checkout.

Question 27

How secure is my data and payment details?

Accepted Answer

Don't worry, your card details are completely secure. We do not share, rent or sell your personal information without your consent. Our site uses a Secure Sockets Layer (SSL) protocol to encrypt all personal information sent during the check-out process. Please also refer to  our Privacy Policy

Question 28

What payment methods and currencies can I use?

Accepted Answer

For online orders, you will find several popular payment options available including credit card and Paypal. You can pay using the local currency for the country you are buying in. Your delivery address determines the currency you will be charged in. More information is available  here .

Question 29

How do I use a promo code?

Accepted Answer

In the cart page, under your order summary you will see a field to enter your promo code. Copy your code to the field, and click "Apply" and the total of your order will be adjusted.

Question 30

Are there any exclusions when using my promotional/discount codes?

Accepted Answer

Yes, these items currently excluded from all promotional/discount codes are: METASPEED™ MAGIC SPEED™ SUPERBLAST™ GEL-KAYANO™ GEL-NIMBUS™ GEL-CUMULUS™ GT-2000™ MEGABLAST™ Our promotional offers do not apply to collaborations or partnered initiatives. Additionally, promotional/discount codes cannot be combined with other promotions or items already on sale.

Question 31

Why does the OneASICS promotion not appear even though I am a member?

Accepted Answer

For the exclusive OneASICS members promotions, you must first log in to your account to see the discounts applied.

Question 32

Answers to 100 Common Running FAQs

Accepted Answer

Read article .

Question 33

Which ASICS running shoes are best for me?

Accepted Answer

Try ASICS  Shoe Finder  to find the perfect running shoes for you.

Question 34

How can I find the right size and fit?

Accepted Answer

Once you are on a product page, click "size guide" above the size options to check our shoe size measurements. Remember, by signing up to be a OneASICS member you have a 90-day trial period on ASICS products to guarantee the right fit for you!

Question 35

Are ASICS products sustainable?

Accepted Answer

Our aim is to make the best products and services in our industry. For us, that means products that support healthy lifestyles by helping our customers move, enjoy sport and improve their performance. It also means products developed in a way that considers sustainability at every stage of their life cycle, including design, production processes and business operations. You can read more about ASICS' approach to Corporate Responsibility & Sustainability at  corp.asics.com/en/csr

Question 36

How can I give a review of ASICS products?

Accepted Answer

Great to hear you are interested in leaving a product review on our website! This will help people like you make the right decision in the future, and will also give us at ASICS the opportunity to improve our products. There are two ways of leaving a product review on our website: At the bottom of our product pages, you will find existing product reviews. This is where you can have the opportunity to write a review yourself. Did you buy your ASICS product online or are you a OneASICS™ member? A few days after placing your order you will receive an invitation by email to write a review.

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