Frequently Asked Questions
How long does it take to receive a refund to my account after I have sent back my return?
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.
How can I return a product?
If you are not satisfied with your purchase, please follow the return instructions here.
How many days do I have to return an item I have purchased online?
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.
Return Policy Holiday Season ASICS Outlet 2023
We’ve extended our returns policy for the Holiday Season 2023 for outlet.asics.com. Orders placed between 23 November 2023 and 14 January 2024 have an extended return period of 60 days and can be returned for a full refund back to your original payment method.
How can I check my return status?
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.
Can I exchange a product bought online?
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.
I have lost my returns form / label. What do I do?
Please contact our Consumer Experience team and we will be happy to assist you - contact us.
I want to make a complaint. What do I do and what guarantees do I have?
Firstly, a big apology from 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.
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
Orders and delivery
Wrong / faulty products
• 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.
How do I know that my order has been placed?
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.
How can I track my order?
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.
What delivery options are available?
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.
How long does delivery take?
By choosing Standard Delivery option your order will be delivered within 3 - 5 business days. With Express Delivery option your order will be delivered within 1-2 business days. If you are requesting a delivery to a remote location, delivery times may be longer. You can find more shipping information here.
How much does it cost?
For shipping costs please check here.
When do I qualify for free shipping?
We have free standard delivery for all ASICS and Onitsuka Tiger purchases.
Why has my order (or one of my items) been cancelled?
If your order (or one of the items in your order) has been cancelled, it could be for one of the following reasons:
- an issue with stock
- a payment problem
- a technical error
If your payment had 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.
Why can’t I make an order or check out?
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.
How do I cancel an order I have placed?
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.
How do I add to or change my order?
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
What are the benefits of becoming a OneASICS member?
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
exclusive gifts with purchase
** 90 Day Free Returns policy does not apply for products bought on the ASICS Outlet.
What is OneASICS?
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.
How do I register for OneASICS membership?
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!
Does my OneASICS membership expire?
How do I delete my OneASICS account?
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.
How will ASICS use my personal data?
How secure is my data and payment details?
What payment methods and currencies can I use?
For online orders, you will find several popular payment options available including credit card, Paypal and Klarna Invoice. 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
Are there any exclusions when using my promotional/discount codes?
Yes, Items currently excluded from all promotional/discount codes are:
- MAGIC SPEED™
Also, please note that promotional/discount codes cannot be combined with other promotions or with items already on sale
Why does the OneASICS promotion not appear even though I am a member?
For the exclusive OneASICS members promotions, you must first log in to your account to see the discounts applied.
How do I use a promo code?
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.
Products - ASICS
Answers to 100 Common Running FAQs
Which ASICS running shoes are best for me?
Try ASICS Shoe Finder to find the perfect running shoes for you.
How can I find the right size and fit?
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!
Are ASICS products sustainable?
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
How can I give a review of ASICS products?
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.