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FAQ

 

1. 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 on the magnifying glass icon. 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; or example product, brands, category.

Search Tips:

Make sure you spell 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 product, brands, category.

 

2. 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 Choose a “quantity” in the field provided Click the “add to cart” button to add the product to your shopping cart.


3. 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 beside each item and click “Update”
Remove a product from your Shopping Cart. To remove a product, click on the cross on the left of the product, or change the quantity to zero and click “Update”.

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.


4. How do I checkout?

Our simple checkout process is designed to help you complete your order and finalize your online shopping visit quickly and easily. If you have already registered your e-mail address with www.dbl-store.com, 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 up is the payment information. You can either pay with your credit card. 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 adidas 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. You can track your order in tracking page.


5. Can I place an order over the phone?

Unfortunately, we are not able to take orders over the phone at this moment.


6. What could be the status of my order?

After you have placed your order at the www.dbl-store.com, your order can have one of the following statuses:

Processing: This means that you have placed an order successfully. You should receive this confirmation within minutes after 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.

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.


7. What kind of email will I receive about my order?

After you have placed your order at the adidas 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 after 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. 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.


8. Payment

The following payment options are available:

Card : Visa, Mastercard, JCB

Direct Debit : Mandiri ClickPay, CIMB Clicks, E-Pay BRI, BCA KlikPay

E-Wallet : T Cash, XL Tunai, Mandiri E-Cash

Bank Transfer : ATM Bersama, Prima, Alto, Mandiri, BCA


9. Public Holidays

Please note our warehouse is closed on public holidays. For orders placed on, or the day before one of these dates, processing time will be extended by 1 – 2 working days.


11. 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.


12. Can I deliver goods out of Indonesia?

Yes, we can.


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

Yes, it is possible. During the checkout process you can choose different addresses.


14. 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 Return Policy .

If you want to order something new, you may place a new order online. Our online shop customer service team is available Monday through Friday (excluding public holidays) from 9am-5pm (Jakarta time). Our advisors are happy to assist you.


15. 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 Policy.


16. Can I change my ship to address after my order has shipped?

Unfortunately, your order is passed on to our warehouse for processing immediately after you check out. Please check your address carefully before you proceed with the checkout.


17. What is your exchange policy?

Unfortunately we are unable to exchange products. This is due to the fact that our order processing commences as soon as your order is placed. 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 return policy.


18. 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 advisors on +62 31 820 2194 or email us at online@dbl-store.com and let the representative know the details of your order. They are available Monday through Friday (except public holidays) from 9am-5pm (Jakarta time). They will then assist you further.


19. 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 on +62 31 820 2194 or email us at online@dbl-store.com and let the representative know the details of your order. They are available Monday through Friday (except public holidays) from 9am-5pm (Jakarta time).Our advisors are happy to assist you.


20. 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 adidas online store 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.


21. 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 on +62 31 820 2194 or email us at online@dbl-store.com and let the advisor know the details of your order and / or about your open question.

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