FAQ answers

I have a question about ordering and paying

I have a question about handling and shipping

I have a question about an order I received

Do I need to register to purchase something from the Reebok online shop?

Registration is not required. You can always place an order at the Reebok online shop as a guest. At the same time - if you plan to make regular purchases through our site - we recommend that you register. This will save you time when re-ordering at the Reebok online shop.

What is the delivery time?

All orders placed before 01:30 pm on business days will be processed and shipped on the same day. All orders placed after 01:30 pm should be shipped within the next 2-3 business days.

How do I find the product I'm looking for?

If you need help finding a product, use our product search at the top of any page. Simply enter either keyword(s) or a product number in the search box and click "GO". The results of your search will be displayed on the page, with links to particular products or groups of products. You can then refine your search by selecting the various categories in the left hand side of the page displaying your search results; for example Gender, Sports, Price Range or even Colour.

Search Tips:

  • Make sure you spelled search words correctly, this will allow for more accurate results
  • Use multiple words to find specific types of products, such as "running shoes". Then you can refine that to a specific gender or price range.

How do I find a product that is not available at the Reebok online shop?

The Reebok online shop offers the latest and greatest gear that Reebok has to offer, however, we do not carry every product that the company makes.

If you can't find a product, or we are out of a size, you have a few options:

Feel free to call our online shop customer service team at 0800-2794979 (free of charge) or send us an e-mail and we will let you know if and when we'll be getting that product back in stock - service@onlineshop.reebok.co.uk. If we are not getting more, we'll do our absolute best to find a similar product for you. Our online shop customer service team is available Monday to Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 am to 06:00 pm.

Why don't you sell all of the products Reebok makes?

The Reebok online shop offers the latest and greatest gear that Reebok has to offer. Unfortunately due to the size and scope of our worldwide available product range, it is impossible for us to carry every product that the company makes.

If you can't find a product, or we are out of a size, you have a few options:

Feel free to call our online shop customer service team at 0800-2794979 (free of charge) or send us an e-mail to service@onlineshop.reebok.co.uk and we will let you know if and when we'll be getting that product back in stock. If we are not getting more, we'll do our absolute best to find a similar product for you. Our online shop customer service team is available Monday through Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 am. to 06:00 pm.

How do I add products to my cart?

To add products to your shopping cart, follow these simple steps:

  • Before adding a product to your shopping cart from the product page, it may be necessary to choose a “size” and/or “colour” for the product you want to purchase. Click on the drop-down menu under the product description to select a size and/or colour
  • Click the “add to cart” button to add the product to your shopping cart

How do I make changes to my cart?

At first please click on your shopping cart by clicking on the cart icon at the top of any page.

Before going to Checkout, you can make the following changes in your shopping cart if you need to:

  • Update the quantity. Choose a quantity from the dropdown provided
  • Remove a product from your Shopping Cart. To remove a product, click on “remove from Cart”, or change the quantity to zero and click “update cart”.
  • Return to shopping. If you want to continue shopping, you can use the shopping cart to store products you want to purchase. Click “continue shopping” to search the site for additional products. At any time during your shopping experience, you can return to your shopping cart by clicking on the cart icon at the top of any page.

How do I checkout?

Our simple checkout process is designed to help you complete your order and finalise your online shopping visit quickly and easily. If you have already registered your e-mail address with Reebok, or created an account at our online shop before, you can use your e-mail address to login. Otherwise, you can check out as a guest or create an account. Having an account will give you access to handy features such as the address book and your personal order history.

The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically. If you have stored an address during previous checkouts, you can also use the address book to select this address.

Next is the payment information. You can either choose to pay with credit card or PayPal. Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page. Please note that to ensure the safety of your data, your debit- or credit card data will not be stored on our systems.

When you have completed your payment information you will enter a screen with your Reebok order overview. Please check all the information on this page, since this is your last chance to correct it. After hitting ‘Confirm Order’, your order will be processed and sent to the warehouse. From this point on, if you have registered with the Reebok online shop, you can track your order in your account.

Can I place an order over the phone?

Yes, you can order products from our online shop or over the phone through our online shop customer service team. Our customer service advisers are happy to help you order products that you wish to purchase.

Feel free to call our online shop customer service team 0800-2794979 (free of charge) and let the adviser know what products you are interested in purchasing. Our online shop customer service team is available Monday through Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 am. to 06:00 pm.

We regret though that we cannot place telephone orders for payment methods that require an extra level of identification (e.g. 3DS on Mastercard & Visa, PayPal, online banking).

What could be the status of my order?

After you have placed your order at the Reebok online shop, your order can have one of the following statuses:

Order confirmed: This means that you have placed an order successfully. You should receive this confirmation within minutes of placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.

Order shipped: This means that your order has been shipped from our warehouse and it is on the way to you. An email will be sent out just after your parcel has left our warehouse, informing you of this. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.

Order returned: Your returned order was received at our warehouse. Your refund will be initiated, following any necessary inspections.

What kind of emails will I receive about my order?

After you have placed your order at the Reebok online shop, you will receive the following E-mail messages:

Order confirmation: This means that you have placed an order successfully. You should receive this confirmation within minutes of placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.

Order shipping: This means that your order has been shipped from our warehouse and it is on the way to you. This email will be sent out just after your parcel has left our warehouse. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.

Order returned: Your returned order was received at our warehouse. Your refund will be initiated, following any necessary inspections.

What methods of payment are accepted?

The following payment options are available:
 

  • Debit Cards

    Maestro, Solo, Visa

  • Credit Cards

    Visa, Mastercard, American Express

  • PayPal

What if I forgot my account password?

If you have forgotten your account password, please click on Sign In and then on the “Forgotten password” link and we will email you a new one straight away.

How can I solve problems viewing the Reebok online shop?

If you are having problems viewing the Reebok online shop, you could try deleting the cookies and the temporary internet files. This should help to solve your viewing problems. Please ensure that your cookies are enabled.

We support the following browsers: Internet Explorer, Firefox and Google Chrome.

When will I receive my order?

Most orders begin processing as soon as your online purchase is completed. You won't be charged for any product until it's shipped to you.

Delivery Time

  • Standard Shipping, 2 – 3 business days

    Your order should arrive within three full business days if you order before 01:30 pm.
     

  • Your Reebok custom shoes orders, 4 – 6 weeks

    Because customised Your Reebok products are made individually for you, it takes a bit longer for your order to arrive. If you made a mixed order, with both customised and non-customised products, the products are sent separately. The non-customised products will arrive according to the delivery times mentioned above - depending on the shipping method you chose.

You will receive an email notifying when your order has been shipped.

Public Holidays

Please note our warehouse is closed on the following dates:
18.04.2014, 21.04.2014, 01.05.2014, 29.05.2014, 09.06.2014, 03.10.2014, 25.12.2014, 26.12.2014, 01.01.2015.
For orders placed on, or the day before one of these dates, delivery time will be extended by 1 – 2 working days.

What are my shipping charges?

At checkout, you will be prompted to choose a shipping method for your product(s). Your total shipping charges will automatically compute during checkout prior to the completion of your order.

Shipping

Reebok offers Free Delivery on all orders over £100 excluding Your Reebok shoes, because these are despatched individually from the factory. Reebok charges flat shipping rates per ship-to address for Customised shoes (4-6 weeks). The flat rates correspond to delivery methods below. Rates (incl. VAT) are as follows:
 

  • Orders with standard products only:

    Standard delivery –£ 3.95
     

  • Orders with Customised products only:

    Standard delivery - £ 6.50
     

  • Orders with both standard and customised products:

    Standard delivery - £ 10.45

Can I have a different delivery address to my billing address?

Yes, it is possible. During the checkout process you can choose different addresses. Please note that this option is only valid for addresses within the same country.

How do I track my order?

You can track your order by going to your Order History under My Account. Go to the order details of the order that you want to track and click on the tracking number in the “Details” column. This takes you to the carrier's website where you can find the most up-to-date information available.

Please note that until the carrier updates their computer with your tracking information, you’ll be unable to track your order via the web. It is therefore possible that when we provide you with the tracking link, on the first day after you place your order, no tracking information will be available yet. However, the carrier usually updates their information within one business day of the time that we provide you with the link, so if no information is available yet, please check again later.

Some orders are packaged in more than one box. Each box will have its own unique tracking number. Customised (Your Reebok) products are shipped separately and have their own unique tracking number.

Possible statuses are:

  • Received

    This status means that your order has been received by the system but that it hasn’t yet been processed by our order management team. You will also receive an e-mail to confirm that an order has been received by us.
     

  • Transferred

    This status means that your order has been transferred to the warehouse and that your goods are being picked and prepared for shipping.
     

  • Order shipped

    This status means that your order has left our warehouse and is now either in the hands of the carrier or has already been delivered by the carrier. You can click the carrier's tracking link, which is also provided with this status, and see where your package is at the moment. When your order leaves our warehouse, you will also receive an e-mail with the order tracking link.
     

  • Returns Received

    This is an additional status that will appear in case you have decided to return (part of) your order. This will indicate that the returns have been received and accepted. You will also receive an e-mail when your returns have been received and accepted.
     

  • Order completed

    This status is indicated when the order is no longer traceable at the carrier's website because the order has taken place too long ago.

Can I change my order?

Once your order has been placed, it immediately starts going through our ordering process. While you can't change the order you've just placed, you can return any products you don't want by following our Returns and exchanges policy.

If you want to order something new, you may place a new order online or feel free to call our online shop customer service team 0800-2794979 (free of charge) and let the adviser know what products you are interested in purchasing. You can also email us at service@onlineshop.reebok.co.uk. Our online shop customer service team is available Monday through Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 am to 06:00 pm Our advisers are happy to assist you.

Can I cancel my order if you haven’t shipped it yet?

We are sorry, but we cannot cancel your order, even if it has not shipped yet. After you have placed an order, your order begins to process. Once you receive your order in the mail, you may return any products you don't want by following our Returns and exchanges policy.

Can I change my shipping address after my order has shipped?

Yes, but it depends on the time passed by after you have placed the order at our online shop. Please call our online shop customer service team 0800-2794979 (free of charge) and let the adviser know your order number and the shipping address. Our customer service adviser will get in touch for you with our carrier and ask if it’s still possible to change your shipping address. Please note that a change is normally only possible when the carrier has not picked up your order from our warehouse already.

Within the end of the same business day you will receive your shipping notification and in this case you will receive the parcel within the next 1-2 business days. With your shipping notification you will receive a tracking link for your order. From this link you are able to see if the carrier was able to change your address.

Our online shop customer service team is available Monday through Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 am to 06:00 pm.

You can also email us at service@onlineshop.reebok.co.uk. Our advisers are happy to assist you.

How long after I get my shipment confirmation e-mail can I track my order?

Your shipment confirmation email should include a link to track your order online. There may be some delay between the status of an order being updated on the website, however this is normally only brief. Tracking information should be available as soon as you receive this email.

Why has my order been cancelled?

Your order may have been cancelled for a number of reasons. The most common one is if the product that you ordered is unfortunately no longer in stock. Naturally we do our best to deliver on all customer orders however, very occasionally, we do have issues with stock levels. To get a clear understanding why your order was cancelled we recommend you to call our online shop customer service team on 0800-2794979 (free of charge) and let the adviser know what products you are interested in purchasing. Our online shop customer service team is available Monday to Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 am to 06:00 pm.

You can also email us at service@onlineshop.reebok.co.uk. Our advisers are happy to assist you.

What is your exchange policy?

Unfortunately we are currently unable to exchange products. This is because we are only able to reimburse you for a returned item once we have received it at our warehouse. If you wish to exchange a product (to order a different size for example) you may of course place a new order. You will need though to return your original purchase for a refund. It is only possible to get a refund on returns when the return is in line with our Returns and exchanges policy.

What are the return rules and restrictions?

If you are not fully satisfied with your order, our Guarantee of Satisfaction will ensure that you obtain a refund. Simply follow the guidelines explained in this section.

Our Guarantee to You

Our Guarantee of Satisfaction is unconditional. If you find Reebok products purchased from our web site don't perform to your needs (subject to normal wear and tear), return your order for a refund.

Because we want you to be 100% satisfied, you can return your purchase(s) made at shop.Reebok.co.uk within 30 days. Special rules may apply to returns for customized (Your Reebok) products, see below. Please follow the instructions on your packing slip. All return packages must be shipped using the return label from the carrier or with some other form of traceable shipment. We cannot assume responsibility for misdirected or lost shipments.

Return Policy

You may return your Reebok purchase within 30 days from receipt for a full refund. If the return falls outside of this period, or the item is worn, damaged or not in its original packaging, Reebok cannot accept the returned items and cannot give a refund. Clothing returns can only be accepted if the original label/cardboard hangtag has NOT been removed.

Your Reebok custom shoes products are created just for you. That means we cannot accept returns, except for manufacturing defects. If you have questions regarding defective merchandise returns for Your Reebok products purchased online at reebok.co.uk, please contact us at the telephone number below (free phone) or e-mail our Customer Service team.

Exchange Policy

The Reebok Online Shop does not exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our Returns and exchanges policy.

What should I do if I received the wrong product?

If you have received an incorrect product, we recommend you contact one of our customer service advisers on 0800-2794979 (free of charge) and let the representative know the details of your order. They are available Monday through Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 am to 06:00 pm. They will then assist you further.

What should I do if the product arrived damaged or defective?

If you have received a damaged or defective product, we recommend you to call our online shop customer service team at 0800-2794979 (free of charge) and let the adviser know the details of your order and / or about your open question. Our online shop customer service team is available Monday through Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 a.m. to 06:00 pm.

You can also email us at service@onlineshop.reebok.co.uk. Our advisers are happy to assist you.

Will you credit back my shipping costs if I return my order?

Provided your complete order is returned to us, and it complies with our returns policy, we will refund your shipping costs as well as the cost of the product. If you are only returning one item from a multiple item order, then unfortunately we will not refund the shipping costs.

When will I get my refund?

Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. Once the return has been approved, it takes 1-2 days for the refund to be made by Reebok to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.

For further information please feel free to call our online shop customer service team at 0800-2794979 (free of charge) and let the adviser know the details of your order and / or about your open question. Our online shop customer service team is available Monday through Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 am to 06:00 pm. Our advisers are happy to assist you.

What if I can’t find the answer to my question here?

If you cannot find the answer to your question here, we recommend you to call our online shop customer service team at 0800-2794979 (free of charge) and let the adviser know the details of your order and / or about your open question. Our online shop customer service team is available Monday through Friday from 09:00 am to 09:00 pm and on Saturdays from 10:00 am to 06:00 pm.

You can also email us at service@onlineshop.reebok.co.uk. Our advisers are happy to assist you.