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Adidas was founded in Germany in 1949 and is known for its iconic three-stripe logo. The company is not only famous for its footwear but also for sports apparel, accessories, and innovations in design and technology.
Their mission is ‘Through sport, we have the power to change lives’, which shows their commitment to improving people’s lives through sports.”

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The customer visits the website and either types the product name into the search bar or clicks on one of the available categories.

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The customer clicks on “Filter & Sort” to refine their search. They select filters such as size, price, gender, and product type, then click “Apply” to view the updated list of matching products.

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Step 3 : Add Products to the Cart and Checkout

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Step 3 : Add Products to the Cart and Checkout

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After selecting the product, choose the size and color, then click the “Add to Bag” button to add the item to your cart. Make sure to check the stock availability before proceeding.

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Case 1 : The customer skips login and proceeds directly to checkout.
After adding the item to the bag, the customer chooses not to log in or sign up and instead clicks “Checkout” to continue the purchase without accessing member-only benefits.

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Case 2: The customer chooses to log in or sign up to access exclusive promotions.
They may continue with Apple, Facebook, Google, or enter an email address manually. This step is optional but recommended for unlocking member-only benefits.

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Once signed in to their AdiClub account, the customer is rewarded with a 15% off voucher, which they can apply to their order at checkout.

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If the desired size or product is not available, the customer can click the chat icon to contact the support center. By entering their email, they can start a live chat to inquire about restock.

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Customer places an order on Adidas website

System confirms order and forwards details to nearest warehouse or fulfillment center.

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On the checkout page, customers provide their contact email, fill in the shipping address, select a delivery option, apply a promo code if available, and choose a payment method to complete the order.

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Staff or robots pick items using SKU

Barcode scanners ensure accurate selection

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Items are double-checked before being packed in Adidas-branded boxes.

A shipping label is attached to the package, containing Customer’s name, address, and postal code, Tracking number, Order number and prepared for shipping

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Orders are moved to the outbound shipping lane.

Automated sorters assign the package to a specific shipping carrier, based on the destination.

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Step 5 : Check Number Order and Confirm the Order Complention

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Step 5 : Check Number Order and Confirm the Order Complention

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After placing the order successfully, customers will receive a confirmation via email. The order details will also appear in their account once the email is received.

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The package is handed over to delivery partners such as:

DHL, FedEx, UPS (Global)

GHN (in Vietnam)

Scanning and tracking information is updated in the system.

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In Viet Nam: between 5 to 12 business days

Cost of delivery:

All orders above 2,000,000 VND: Free Delivery.

For orders below 2,000,000 VND: 70,000 VND

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Once your Adidas order ships, you'll get an email with a tracking number and link to follow your order

You can click this link to track your order or through your Adidas account

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Step 6:  Delivery and    After-sales service 

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Step 6:  Delivery and    After-sales service 

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Customer receives the order at the specified address.

Option to rate the experience or return/exchange if necessary.

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Customers will be eligible for a refund when encountering this error.

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Your order may be delayed and delivered later than expected

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Once the order is received, the system checks product availability and locates the items in the warehouse

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You can return your order within 30 days from the day you receive it.

If your order arrives in multiple packages, the 30-day return period starts from the day you receive the last package.

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Recommendations to Improve Adidas’s Order & Delivery Process

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Recommendations to Improve Adidas’s Order & Delivery Process

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Build Small Warehouses in Big Cities (Micro-Fulfillment Centers)

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Build Small Warehouses in Big Cities (Micro-Fulfillment Centers)

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Adidas should build small warehouses in major cities to shorten delivery times.

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AI can help predict product demand by location, making sure each warehouse stocks the right items.

AI reduces stockouts by 30%, says McKinsey (2021).

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Products not bought from adidas.com.vn

Items that have been damaged due to misuse or carelessness

(e.g., exposure to chemicals, fire, high temperatures).

Products used in the wrong way

(e.g., using sports shoes in the office or for hiking.)

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Step 1: Learn about Adidas's Return/Refund policy. 

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Step 1: Learn about Adidas's Return/Refund policy. 

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You can return your purchased order through the Adidas app or website within 30 days from the date of receipt of the order.

Before returning the product, please check the Return/Refund Policy and the Conditions for returning the product to ensure that your returned product is eligible.

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Step 2: Fill out the online return request form

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Step 2: Fill out the online return request form

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Print the Return Slips that our customer service team has sent to you via email and attach them in the returned package.

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Step 4: Pack the items to be returned and send them back to the Adidas warehouse.

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Step 4: Pack the items to be returned and send them back to the Adidas warehouse.

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Step 5: Track the return status and wait for the results.

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Step 5: Track the return status and wait for the results.

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Track the return shipment using the tracking number provided by your chosen courier.

A refund will be issued after the product passes the quality check and meets return policy conditions. You will be notified via email.

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Return requests will not be processed if the information provided is incorrect or incomplete.

If you do not receive the Return Form within 3 business days, please resubmit your request or contact our Customer Service team for assistance.

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Adidas will process your refund once the returned item has been inspected and approved by the Quality Assurance team.

Quality check: may take up to 2 weeks, usually less.

Refund transfer: takes 1–2 days depending on your payment provider.

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You must provide accurate bank account details (account name, bank name, and account number).

If you do not have a bank account, you will receive a voucher equal to the refund amount for future online purchases.

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If you have not received your refund within 21 business days

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If you have not received your refund within 21 business days

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Contact Customer Service https://www.adidas.com.vn/vi/help/sea-contact/contact-us with your order details and unresolved inquiry.

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The product must not be used or damaged.

The product should be in its original condition, with all packaging and original tags attached.

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Pack the items in their original condition with all accessories, packaging, gifts, and intact tags.

Use a cardboard box or bubble-wrapped bag to protect the products during transit.

Send the package via post or any nearby courier; return shipping costs are covered by the customer.

The Adidas warehouse address is provided in the Return Form — Adidas is not responsible for returns sent to the wrong address.

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Customers fill out the online return request form, providing order information, product details, and the reason for the return.

Within 3 working days, the customer service department will send the Return Slip via email in English or Vietnamese, as chosen.

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41% of online shoppers care most about delivery speed (2023 report).

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Let customers choose fast, standard, in-store pickup, or eco-friendly shipping.

35% of Gen Z prefer green delivery (Deloitte 2023).

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Encourage delivery partners to switch to eco-friendly vehicles.

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Combine rail and ship transport to cut emissions.

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Adidas Vietnam should work with more delivery companies — such as Viettel Post, J&T Express, or BEST Express — instead of relying only on GHN.

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This increases flexibility, speeds up delivery, and improves customer satisfaction.

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Advanced logistics tools (like route optimization or real-time tracking) can also be used to manage deliveries more effectively.

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Strong global brand builds trust

Mobile-friendly website with growing online presence

Guaranteed authentic products

Frequent updates and seasonal drops keep customers engaged

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Slow and costly international shipping

Limited payment methods in some countries (e.g. no MoMo/ZaloPay in Vietnam)

Exclusive products not available everywhere

Return shipping may not be covered

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Use of 3LP (Third-Party Logistics Providers)

Real-time order tracking
→ Makes it easy for customers to follow their orders

Modern delivery system

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High shipping costs in developing countries

Limited Warehouse Locations in Some Regions

Lack of Real-Time Inventory Sync: Returns Take Time to Process:

Need forwarder to receive orders from another countries

Adidas only uses GHN for delivery

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Improve Delivery in Vietnam by Expanding Shipping Partners

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Improve Delivery in Vietnam by Expanding Shipping Partners