FAQs

Got a question? Our FAQ is the best place to start. It’s packed with answers to the most common queries — from orders and shipping to returns. It’s quick, easy to navigate, and can save you time by pointing you in the right direction straight away. If you still need help after browsing, please contact us at customercare@reebok.eu

Placing Orders
Delivery & Returns
Marketing & Communications
Promotional Codes

We'll send you a confirmation email with your order number shortly after we receive your order. Check your spam folder if you can't find your confirmation email. Check the promotions folder if you use Gmail. If you recently made a purchase, keep in mind that it may take up to five minutes for your order to be processed before you receive your confirmation email. We will be unable to send you an email if your email address contains a spelling error. But don't worry, your order will be processed as usual

When your order is successfully placed, you will receive an order confirmation email. Once you receive the shipment email your order has been processed successfully.

Yes, your delivery address can be different from your billing address as long as both addresses are in the same country. All you need to do is untick the box that says 'My billing information is the same as my delivery information’ and then you can enter in your correct billing details.

Here’s how to place an online order with us: 1. Choose your product(s) from the top navigation menu or search to explore a specific style or item 2. Select your desired item(s) and click Add To Bag. Once you've added all items, it's time to checkout 3. Sign in to your account or, if you've not yet created one, continue via guest checkout 4. Enter your address, payment method and delivery details to place your order We'll confirm the order and it will be carefully prepared to be sent to you, with updates every step of the way.

For most products, you can sign up for a “Notify Me” email on the product page and once your size/item is available again, you will be emailed immediately. Due to the popularity of some of our products, they can often sell out quite quickly, but there are always other options you can explore.

Once your order is confirmed, our warehouse will process and send it within 3 business days. Depending on your location, delivery can take 2-7 business days. We'll email you with the tracking information and an estimated delivery date when each item is sent. Depending on your location, our orders can be delivered by different couriers.

Delivery costs will vary depending on the country and service selected. When you're placing your order, the available delivery options for your destination will be displayed at checkout and correspondent value. We offer free delivery on orders over £50 / €50.

Delivery to PO Boxes, Army Post Office (APO) and Fleet Post Office (FPO) addresses is currently unavailable.

During busy periods like holidays, sales and special campaigns you might experience higher waiting times from our Customer Service team. Your deliveries may take longer than usual to get to you, but don’t worry — you’ll receive a confirmation email as soon as your order is sent.

How do I return my product(s)?
Here's a step-by-step guide on how to initiate a return for your Reebok product(s):

1 - Initiate the Return:
Locate the order you want to return and select Item(s) and Reason:
Choose the item(s) you're returning and state the reason for the return.

2 - Select the return method

3 - Prepare package:
Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included. Shoes boxes, dust bags, or cases, if received, must be included as well.
Place the items inside an outer box.
Print the return label and attach it to the outside of the package.

During busy periods like holidays, sales and special campaigns you might experience higher waiting times from our Customer Service team. Your deliveries may take longer than usual to get to you, but don’t worry — you’ll receive a confirmation email as soon as your order is sent.

Once your return has been received at our warehouse, it can take up to 7 business days to process. Our Quality and Control team will then assess the item(s), as long as it complies with our return policy, your return will be accepted and the refund will be processed to your original payment method, excluding any delivery costs, if applicable. Refunds can take up to 14 days to show in your account, depending on your payment provider. You will get notifications once each step has been completed.

During busy periods like holidays, sales and special campaigns you might experience higher waiting times from our Customer Service team. Your deliveries may take longer than usual to get to you, but don’t worry — you’ll receive a confirmation email as soon as your order is sent.

Good news, all our returns are free within the 30 days from the day the package was delivered. Make sure you initiate the process in our website and use the return labels provided by us.

We accept returns within 30 days, starting from the day your package was delivered. Items purchased from the online shop cannot be returned at a store.

Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned
When trying on footwear, please do not mark the soles or damage the shoe box
If an item has a tag attached, it must be returned with the tag in its original position
Due to the nature of face covers & underwear, we will not be able to accept returns unless the item is damaged or faulty when delivered to you.

At the moment, we do not offer exchanges. However, we do have a hassle-free return policy which allows you to return the item free of charge if you are not satisfied with your order. Once your return has been accepted by the Quality and Control team, your refund will be processed to your original payment method.

So if you received an item that is not the correct size, colour, or style, you can return it for a refund and then place a new order for the correct item. This will ensure that you receive exactly what you need.

If you would like to delete your account, contact us on:

E-mail: customercare@reebok.eu

You can unsubscribe from our communications such as newsletters or marketing emails by clicking ‘Unsubscribe’ at the bottom of the e-mail. Then please follow instructions accordingly.

It can take up to 72 hours for your request to be processed, so you may still receive some communications during this time after you submitted your request.

With a promo code, you're able to get a discount or other promotion when you purchase products through our online store. We have different activations, from % discounts per item or free shipping codes. For every promotion, different conditions apply so it’s important to review correspondent terms & conditions.

 

Here's how to claim your discount:

1. Pick a product that's applicable for a promo code discount from our online store

2. Continue to your shopping bag. Click ‘Enter promo code’ under your order summary at checkout

3. Type your promocode into the field and hit ‘Apply'

 

Keep in mind:

- the promocode is only valid for a limited time

- the promocode may not be applicable to all products

- the promocode cannot be applied after you've placed an order. In this case you need to cancel the order within 15min and re-order again

- the promocode cannot be combined with other promotions, offers or discounts

- a threshold may exist for discount to be applied - shipping charges apply when the discount promocode makes the total amount drop below the threshold for free shipping

Promotions apply on a specific selection of our products, so certain articles may be excluded from promotions. A threshold may also exist for discount to be applied. Read the specific Terms and Conditions in the source of your promo code to understand how promo code applies to your order.

Sometimes when you try to use a promo code you can get some error messages. 

If it’s not recognised or applying properly, you can follow these steps:

1. Make sure you are using the promo code correctly and you’ve entered the promo code exactly as it appears. It’s easy to make mistakes if you enter the code manually:
- Check spacing, character errors and/or spelling mistakes. 
- The voucher code field is case-sensitive, check that ‘Caps Lock’ button is not on and use upper case where necessary.
- Check you’re not mixing up the numbers 0/1 and the letters O/I.

2. Read the terms and conditions and consider that:
- the promocode is only valid for a limited time. If expired, you won’t be able to use it anymore.
- the promocode may not be applicable to all products 
- the promocode cannot be combined with other promotions, offers or discounts
- a threshold may exist for discount to be applied 
- the promocode may be one time use and you already benefit from it 
- the promocode may be valid for first orders 
- shipping charges apply when the discount promocode makes the total amount drop below the threshold for free shipping