HOW DO I RETURN MY NIKE.COM ORDER?

If you’ve taken your new Nike shoes or apparel for their 7-day trial run,* (have to meet the criteria for accepting Return/Exchange) and you’ve decided—for any reason—they’re just not perfect, we provide easy, hassle-free returns or exchange. Here’s how to get started:

Nike Members enjoy free returns or exchange

If you’re a Nike Member, your first step is to sign in to your Member profile and navigate to your Orders page under My Account. Find the product(s) you want to return/exchange with the related order numbers. We'll provide a return/exchange numbers along with instructions on the next steps. Remember, the only way to obtain a return/exchange numbers are to sign in to your Member profile before starting your return.

Guest orders

You’ll need to access your order using your order number and email address by clicking “Order status” under Get Help. Select the product(s) you want to return/exchange, and we’ll provide a return/exchange number(s) you’ll be able to use at the shipping carrier of your choice. Please note you will need to cover your return/exchange shipping costs.

Once you’ve selected the product(s) you want to return/exchange and the reason, follow the steps below depending on if your order shipped to Hong Kong or Macau.

Return/Exchange:

Schedule your return/exchange:

Hong Kong orders’ refund: Login to your Nike HK Official site account or login as a guest and enter your order number and email address. Input the product(s) you want to return and select in the reason for returning. You can have SF Express pick up your return (does not apply to Lantau Island, Tung Chung, Discovery Bay & Ma Wan, other Outlying Island & restricted areas) or you can drop it off at a nearby SF Express location. You can also use a courier of your own choosing to send the order back to us. Be aware that you’ll be responsible for shipping costs if use your own courier.

Hong Kong orders’ exchange: Login to your Nike HK Official site account or login as a guest and enter your order number and email address. Enter “My Orders”, click on the order and “Exchange” button, select the product(s) you want to exchange and identify the correct product you want to buy, and submit the product exchange application. If the products/ sizes you intend to exchange to are sold out, you can still return for refund. The new exchanged product(s) will be sent to the (your) delivery address on the original order; if there is any change, please select the new delivery method and address when submitting the product exchange application. You can have SF Express pick up your return (does not apply to Lantau Island, Tung Chung, Discovery Bay & Ma Wan, other Outlying Island & restricted areas) or you can drop it off at a nearby SF Express location. You can also use a courier of your own choosing to send the order back to us. Be aware that you’ll be responsible for shipping costs if using your own courier.

*Please send the return product with the related return/exchange number to us as soon as you can. Please provide your return/ exchange number to S.F. Express and remark on the delivery slip and waybill, otherwise, the return or exchange process might be delayed. Our system will automatically cancel the return/ exchange application if we can’t receive the return product within 7 days from the creation date, otherwise we will not be able to process your return/ exchange request.

*lf the return or exchange is due to other reason, please contact us for assistance.

Macau orders’ refund:
(Exchange service is currently not available to the orders delivered to Macau)
Login to your Nike HK Official site account or login as a guest and enter your order number and email address. Input the product(s) you want to return and fill in the reason for returning. SF Express will pick up your return at your home address. Also, please prepare all the required documents (such as invoice, return code etc.). Please note that partial order returns and refunds are not offered for orders shipping to Macau. Be sure to select all order products when creating your return. Be aware that you’ll be responsible for shipping costs if using your own courier.

Package your return

Hong Kong and Macau: Make sure to pack and seal your return/exchange securely in an undamaged bag with the delivery slip or order form. Be sure to affix the return/exchange numbers to the delivery slip and ship the parcel to Nike’s distribution center. Avoid using your order’s original bag to prevent damage to the products, or else you would have the sole responsibility of bearing the risk of product exchange.

Refund/Exchange arrangement

Hong Kong and Macau: Once we receive your return/exchange and determine if it meets our return/exchange criteria, we’ll process the exchange or refund as soon as possible.

FAQs

How can I check the status of my return or exchange?

Nike Members can check the status of their return or exchange easily. Just sign in to your Member profile and check your status. Guest orders can check your status here.

What is the status of Return?

Return contains below three status:
Return Applied: Return request has been applied successfully, the return will be processed after distribution centre has received the return parcel.
Processing Refund: Confirmed return parcel meet return criteria, refund has been processing.
Refund Completed: Refund has been successfully issued.

What is the status of Exchange?

Exchange contains below two status:
Exchange Applied: Exchange request has been applied successfully, the exchange will be processed after distribution centre has received the return parcel.
Exchange Shipped: Distribution center has shipped out the exchange parcel.

*Your application may be canceled due to fail to meet the return/exchange criteria or other factors. If you have any questions, kindly contact us for enquiry.

What should I do if the product/size I selected for exchange is sold out?

If the selected product/size is sold out, you can choose to return and refund.

What should I do if the price of the product to be exchanged changes?

If the price displayed on the page is higher than the price at the time of purchase, we will not charge you for the difference; on the contrary, if the price displayed on the page is lower than the price at the time of purchase, you can return the product if it meets our return criteria.

Do I have to pay shipping for my return?

Nike Members enjoy free returns through SF Express. If you choose to return your order with a courier of your choice or if you placed a guest order, you must cover the shipping cost associated with your return.

If I use another return courier, where do I send my return?

If you choose to use your own courier to return your order, please follow the packaging guidelines above and send your return to following address:

Attn: Nike HK Official site. Nike.com

Address: DD129, LOT3066-3116RP, Sha Kong Wai, Lau Fau Shan, Yuen Long, New Territories, Hong Kong

Contact Number: +852 2478 8828

*Some exceptions apply. Refer to our return policy for more information.

If the return or exchange request is still in process, can I apply another new request?

Even if you have applied for an exchange or return of some products, you can still apply for another exchange or return for different products on the same order within 7 days from the sign received date of the original order. Besides, there may be specific return and exchange requirements for different promotions. For more details, please refer to the terms and conditions of the promotion.

If the size still does not fit after the exchange, can I return it?

If you are still not happy with the exchanged product, you can return it back to us. However, the application must be created within 7 days from the sign received date of the original order. Besides, there may be specific return and exchange requirements for different promotions. For more details, please refer to the terms and conditions of the promotion.

What should I do if I cannot find the suitable return or exchange reason on the application page?

If the return or exchange is due to other reason, please contact us for assistance.