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FAQs

Frequently Asked Questions

Here you will find most commonly asked questions.

Returns

How do I return a product?

We want you to be satisfied with our products, but if you are not, or there is an issue with your purchase, here’s what to do:
1. INITIATE YOUR RETURN
• Log in to your OneASICS account page and in My Orders, select the order that you wish to return.
• You can also contact us at: [email protected]

2. REQUEST A RETURN PICKUP
Once the pickup request is initiated, you will have 3 business days to hand over the item(s). One of our friendly ASICS drivers or shipping partners will schedule a date and time to pick up your package.

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

ASICS accepts returns purchased from me.asics.com within 14 days from the delivery date, provided the goods are in their original condition.

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

The refund will be processed as soon as your return has been inspected at the warehouse. For credit card orders, your refund will be processed after inspecting your return and a credit will be automatically applied within 10 to 14 business days. For Cash on Delivery payments, your refund will be credited to your account after inspecting your return via voucher on me.asics.com to be able to use it for your next order.

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

Please contact our Customer Service team. We will be happy to assist you.

Orders and delivery

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 Service team, and we will be happy to assist you.

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 your OneASICS 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?

Standard Shipping Option

How long does delivery take?

By choosing Standard Delivery option your order will be delivered within 1 - 2 business days and 3-5 working days for Saudi Arabia and Kuwait.

When do I qualify for free shipping?

"We have free standard delivery for orders worth more than 350 AED."

"You qualify for free standard delivery for orders worth more than 350 SAR."

"You qualify for free standard delivery for orders worth more than 30 KWD."

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

If your order (or one of the items in your order) has been canceled, 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 Customer Service team, and we will be happy to assist you.

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

Please check if you have valid and complete local contact information, including billing and delivery address.
If the system still does not accept your order, please contact your credit card issuer, bank, Tabby, or Apple Pay.
If you are unsure or if there are technical problems, please contact our Customer Service team, and we will be happy to assist you.

How do I cancel an order I have placed?

Your order can usually be canceled within a 15-minute window. You can do this from your order status page on your order history. Additionally, you can contact our Customer Service team, where they will be happy to assist you.
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 Customer Service team.

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. Please refer to our business hours in Contact Us.

OneASICS

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 moving.

What are the benefits of becoming a OneASICS member?

1. 10% off first purchase
2. Yearly birthday reward
3. Members-only offers
4. Access to exclusive events

Is OneASICS™ Loyalty Program membership free?

Yes! Just by signing up with your email address, you can begin to enjoy members-only benefits.

Who can sign up for the OneASICS™ Loyalty Program?

The OneASICS™ Loyalty Program is open to all applicants who are 18 years old and above at the time of application.

How do I sign up?

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?

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.

How do I delete my OneASICS account?

Please contact our Customer Service team for assistance.

How will ASICS use my personal data?

Please refer to the Privacy Policy for detailed information.

Payment

How secure is my data and payment details?

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.

What payment methods and currencies can I use?

At ASICS, we accept the following payment methods: Visa, MasterCard, Tabby, Cash On Delivery. 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.

Promotion

Can I use multiple promotional/discount codes at once?

Please note that promotional/discount codes cannot be combined with other promotions or with items already on sale.

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

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.