Frequently Asked Questions

• Returns
• Orders and delivery
• Onitsuka Tiger account
• Payment
• Promotion
• Products

Returns

• How can I return a product?

  If you are not satisfied with your purchase, please follow the return instructions here.

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

  Products bought online from Onitsuka Tiger can be returned within 30 days from the day that you receive the order, provided it is in its original condition. Get a free 90-day trial period on your products as a Onitsuka Tiger member, more details here.

• How can I check my return status?

  Returns will be processed once they arrive back at the warehouse, in the order in which they are received. Refunds for the items you return will be made to the same payment method used for the purchase. You can track your return status at My account. If you have any questions regarding your refund, please contact our Consumer Experience team and we will be happy to assist you - contact us. Please have your order number and your contact information to hand.

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

  Please estimate about 14-20 working days from the time you have sent the items to us until you receive the money back to your card/bank account.

• Can I exchange a product bought online?

  Unfortunately it is not currently possible to exchange goods bought on Onitsuka Tiger (including for different sizes or colors). You will need to return the item, receive a refund and place a new order for a different size or color.

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

  Please contact our Consumer Experience team and we will be happy to assist you - contact us.

• I want to make a complaint. What do I do and what guarantees do I have?

  Firstly, a big apology from us!!
  
  Products purchased from a store or retailer:
  Complaints regarding a product purchased in a store must also be submitted to the same store.
  
  Products purchase bought online:
  If you have purchased the product(s) from online, we recommend the following: please contact our Consumer Experience team and we will be happy to assist you - contact us. Please have your order number and your contact information ready. To help our Consumer Experience team, we recommend that you send a photo indicating the breakage or issue if possible. Our team will contact you as soon as possible by phone or email.

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 Experience team and we will be happy to assist you - contact us.

• 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 My 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?

  You have the option to have your order delivered to either a Drop-off / Access Point or Home Delivery. More information is available on our Shipping page.

• How long does delivery take?

  By choosing Standard Delivery option your order will be delivered withing 3 - 5 business days.
  
  If you are requesting a delivery to a remote location, delivery times may be longer. You can find more shipping information here.

• How much does it cost?

  For shipping costs please check here.

• When do I qualify for free shipping?

  We have free standard delivery for all Onitsuka Tiger purchases above €50.

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

  If your order (or one of the items in your order) has been cancelled, 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 Consumer Experience team and we will be happy to assist you - contact us.

• Why can’t I make an order or check out?

  Please check if you have valid and complete local contact information including billing and delivery addresses for the country you wish to shop in.
  If the system still does not accept your order please contact your credit card issuer, bank, Klarna or Paypal.
  
  If you are unsure or if there are technical problems, please contact our Consumer Experience team and we will be happy to assist you - contact us.

• How do I cancel an order I have placed?

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

• 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. Our business hours are 0800 to 1200 Monday to Friday, except for bank holidays.

Onitsuka Tiger Account

• Why create an Onitsuka Tiger account?

  The Onitsuka Tiger account is a free membership program for customers of Onitsuka Tiger. As a Onitsuka Tiger member, you will benefit from free standard shipping, early access to promotions and product launches, 90 days returns, exclusive access to events and more!.

• Free Standard Shipping On All Orders

  Any time you purchase footwear or apparel on Onitsukatiger.com, you get free standard shipping. Make sure you’re logged in to your Onitsuka Tiger account during checkout to get this option!

• Early access

  With an Onitsuka Tiger account you will receive early access to product launches, exclusive events, promotions and more.

• Easy insight in account details and purchase history.

  Easily track your order, pay invoices or return an item within your account.

• Additional Onitsuka Tiger account benefits can be:

  private member sales

  birthday offers

  product giveaways

  exclusive gifts with purchase

• How do i register for an onitsuka tiger account?

  Create a free account by going to the registration page here and choose your sign-op options. Fill in your profile details and click “Create an account”. Enjoy your Onitsuka Tiger account benefits!

• Does my onitsuka tiger account expire?

  Nope! Your Onitsuka Tiger account 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 onitsuka tiger account?

  Please make sure you are logged in to the account you would like to delete. You can then delete your account by going to the privacy settings page within your account and following the steps.

• How will onitsuka tiger update my personal data?

  Please refer to the Privacy Policy for detailed information here.

Payment

• What payment methods and currencies can I use?

  For online orders, you will find several popular payment options available including credit card, Paypal and Klarna Invoice. 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. More information is available here

• 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

• Can I pay by using Afterpay?

  While we currently do not offer Afterpay, we accept the following payment methods depending on the online store you are visiting: Klarna, Visa, MasterCard, Paypal, American Express.

Promotion

• 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.

• Are there any exclusions when using my promotional/discount codes?

  Yes, Items currently excluded from all promotional/discount codes are:

  • Exclusive, limited edition footwear or apparel

  Also, please note that promotional/discount codes cannot be combined with other promotions or with items already on sale

• Why does the Onitsuka Tiger promotion not appear even though I am a member?

  For the exclusive Onitsuka Tiger members promotions, you must first log in to your account to see the discounts applied.

Products

• Are Onitsuka Tiger models certified as vegan?

  Although Onitsuka Tiger products are not externally certified as being free from animal-based materials, many of our products are entirely made from synthetic or plant-based materials. In the design and material selection of these products, no materials of animal origin are applied. The glues or other adhesives applied at Onitsuka Tiger products are of a synthetic nature and no animal-based materials are to be part of their composition. You can find our Vegan selection by using the Vegan filter on our product pages.

• What is the difference between Asics and Onitsuka Tiger?

  In 1949, Kihachiro Onitsuka established Onitsuka Co., Ltd., After countless achievements in making sports shoes, the company changed its name to Asics in 1977. While our sister brand ASICS continues to be rooted firmly in the innovation of sports performance products, here at Onitsuka Tiger, we aspire to transform the rules of art and fashion mixed with sportswear, designing a new path infused with competence and long-lasting history. With designs ranging from updated classic silhouettes to refreshing new styles and collaborations with like-minded artists and cultural connoisseurs, the spirit of Japan resonates in each new collection of Onitsuka Tiger shoes, apparel and accessories.

• Where can I buy Onitsuka Tiger products?

  You can purchase our products from our official online store, our physical stores worldwide, and verified partners. Find your nearest store here