FAQ

MY ORDER FAQ

What are the shipping times?

Generally, our shipping times are between 3-7 business days after the order leaves our warehouse in Oakland, California. If you are on the east coast, you can expect it to be closer to that 7 business day estimate. Delivery operations are limited across all carriers on Sundays.

Please note, fulfillment in the warehouse takes ~1 day depending on order volume at the time placed. (Expect this time frame to increase during Holiday Season)

Once your order leaves, you will receive an email with tracking information and an ETA for delivery will be included.

Can I edit my order after It’s been placed?

No. Unfortunately, we are unable to edit an order after it has been placed.

If you would like to return your order, eligible items may be returned at our returns portal here: Exchanges & Returns.

Can I change the shipping address on my order?

Unfortunately we are unable to edit the information related to an order once it has been placed.

Please reach out to customer service if you've checked out with an invalid address to see what resolutions may be available.

You can reach out to our Customer Service team either by emailing customer.service@decathlon.com or through our contact form here.

Can I cancel my order?

Because our emphasis is on quickly dispatching orders, we cannot guarantee order cancellations once placed.


To request a cancellation, contact our Customer Service team at customer.service@decathlon.com or through our contact form here. We'll make every effort to assist you, but cancellation is not guaranteed once the order is placed.

 

How can I request the electronic invoice of a purchase?

Please contact our customer service team at customer.service@decathlon.com with the order number that you would like the invoice of, and one of our agents will be happy to get that to you accordingly.

How much does the shipping of my purchase cost?

You are able to calculate the cost of shipping in the second step of checkout.

We currently offer free shipping on orders totaling $49 and up, however Exclusions apply (scroll to ‘Free Shipping Details’).

Why am I getting charged for shipping if my order is above the free shipping limit?

Free Shipping is offered on all purchases over $49 for qualified items. Qualified items will show free shipping on the respective product pages like shown below:

Items that do not qualify for free shipping will note that shipping will be calculated at checkout and will vary by weight and destination. On such items you will see the following:

Bulk purchases that will require Freight shipping to be delivered may require an additional shipping charge.

Examples of exclusions to the Free shipping policy are :

  • Large items or accessories

  • Clearance and on sale items

  • Orders qualified as wholesale/pro sale

For more details on our shipping policy visit our page here: https://www.decathlon.com/pages/shipping-info

How do I change my email preferences

Please contact our customer service team to change the email address associated with your account. You can email us at customer.service@decathlon.com, or fill out a customer contact form here.

How to check my order status

The order status page updates in real time as the status of the shipment changes. Check your email, it's also part of the confirmation email. Let us know if you don't have it.

Possible statuses are:

  • Confirmed: You have successfully completed a checkout, but we have not shipped or fulfilled the order yet. This is a good time to capture payment.

  • On its way: We have marked the order as fulfilled or partially fulfilled, and the shipment is in transit.

  • Out for delivery: The shipment has arrived in your area and will be delivered soon. For a Click and Collect order, your order will be ready to pick up approx 24 hours after receiving this notification.

  • Delivered: Your product has been delivered.

You can also find your order from your account page.

In order to check the status of your order, you will have to access your Decathlon account. You can reach the account login page here.

If you do not have an account you can create one here.

Feel free to reach out to our customer service team here if you have any further questions.

Sales Tax

Sales tax will be calculated for you at checkout, based on your shipping address.

Placing Items on Hold

Decathlon does not offer the option of placing items on hold at this time.

Discount Coupon Codes

Our prices are already among the lowest you will find on the market. Decathlon works around the clock to lower our prices so that we can make sports more accessible for you. We are proud to create innovative sports products for the everyday person.

If you have a discount coupon code, enter it during the checkout process.

Unauthorized use of promotion codes will not apply to your order. Decathlon is not responsible for the publication of these unauthorized codes and they will not be honored in our stores or online.

What is Click & Collect?

Click & Collect is a pickup option for customers in the Bay Area or those who would like to pick up their order from our Decathlon Warehouse located at 7230 Edgewater Drive, Oakland, CA 94621.

We will be open from 8:00 AM - 3:00 PM: Monday - Saturday. Please remember to have your order number, and matching ID to the customer name when picking up your order, as this information will be needed to complete the handover process.

 

For additional details visit our Click & Collect info page here.

What days and times are you open for Click & Collect?

Click & Collect orders will be available for pick up at our Decathlon Warehouse located at 7230 Edgewater Drive, Oakland, CA 94621. If order is not collected within 7 days of fulfillment, you will be refunded and the ordered items will be returned to stock.

We will be open from 8:00 am to 3:00 pm Monday - Saturday. Please remember to have your order number, and matching ID to the customer name when picking up your order, as this information will be needed to complete the handover process.

RETURN AND WARRANTY FAQ

How can I return or exchange my product?

To submit a return request- please go here- Exchanges & Returns. When entering your order number, make sure to NOT enter the ‘-1’ at the end. Ex: USS123456

Please note that some products do not qualify for returns

To read more on our return policy and return instructions, please go here: https://www.decathlon.com/pages/return-policy

What is your return policy?

You can read our return policy here: https://www.decathlon.com/pages/return-policy 

How are refunds processed? What if a gift card was used on the original purchase?

Refunds will be issued back to the original form of payment on your order.

If you used a Decathlon gift card on your purchase, your refund will first be issued to the gift card in question, up to the original amount on said gift card. After which, your remaining funds will be issued to the card or bank account used to complete your purchase.

The refund process will take about 3-5 business days to be completed and reflected in your bank statement.

Is my product covered by warranty?

If you detect a defect in your Decathlon product during the applicable warranty period, please contact the original seller from which you purchased your product (I.e. Walmart or Target if you purchased from them respectively).

At this time our products, unless stated to be under a separate warranty, are under a limited 2 year warranty. This warranty only covers manufacturing or in some cases shipping damage defects. This warranty excludes damages due to normal wear and tear, accidents, user error, and more. If you purchased your product(s) through an unofficial third party reseller of Decathlon products, or second hand, it will not be covered under this warranty policy. If you are to make any modifications to the product, the product will no longer be covered under the warranty.

If you would like to read more on our warranty policy, you may do so here: https://www.decathlon.com/pages/warranty-policy

What If I purchased through a third party seller such as Walmart or Target?

Please contact the original seller first regarding your return or warranty claim. Usually they are able to assist you first, but if needed they will redirect you to our Decathlon Customer Service team.

How do I make a warranty claim?

If you detect a defect in your Decathlon product during the applicable warranty period, please contact the original seller from which you purchased your product (I.e. Walmart or Target if you purchased from them respectively).

If the purchase was made through Decathlon.com, you should contact our Customer Service Department to file a claim.

When you contact our Customer Service team, please provide:

  • Your name

  • Your address and telephone number

  • Your receipt

  • The date of purchase

A customer service representative will provide you with the relevant instructions on how to ship your product to our Service Center.

OTHER FAQ

Creating a New Account

Deleting my Account

 

Please contact our customer service team at customer.service@decathlon.com and request to delete your account.

 

Do you have physical stores? 

After the impact of Covid-19 Decathlon America has announced a revised business model for its US operations, which includes a focus on sales online at our website Decathlon.com and through a growing number of retail partners such as Target, Walmart, Amazon, etc. Because of this, all of our stores in the US have closed for the time being.

We are sorry that we can't assist you in person, and we hope to reopen our doors, but we hope to see and assist you on our website!

How can I contact Customer Service? 

Our Customer Service Operating hours are from 9:00am-6:00pm PST Mon-Fri and 9:00am-5:00pm PST Sat-Sun. We are not a 24 hour operation.

Please email us at customer.service@decathlon.com, or fill out a customer contact form here.

You can expect a response within 24 hours of submitting the ticket, however response times may vary with an increase in volume of inquiries. We thank you for your patience and understanding.

Product Size Disclaimer

Most of our products are designed in Europe. You may find a tag on your product with a different size than usual. No worries, just try it on! We have your back if you want to make an exchange. Check our Return Policy.