What do I need to know about Decathlon's
Operations during Quarantine?
Store Operations
Ordering Online
Delivery and Fulfillment
Payment
Refund, Return and Exchange
Customer Service
Yes! Together with our partner couriers, all safety measures are put in place to ensure a safe and secure delivery so you can continue your sportive practice at home.
Our products are manufactured all around the world then shipped to our warehouse in Malaysia. Once there, they sail to the Philippines for 30 days.
Our products travel for about 30 days before arriving in our warehouse! No type of contaminating agent can survive this long on their surface. Upon their arrival in the warehouse, our teammates then organize them using proper PPEs in order to avoid direct contact with the products. Our warehouse is also cleaned and sanitized on a daily basis.
We do our best to control all the custody chains of the product and we apply safety measures that will minimize the risk of transmission. If you want to take extra precautions we recommend you to:
- Isolate the products for 72 hours before using them. This way any trace of virus will no longer exist.
- Sanitize the surface of the box and the products using a cleaning disinfectant.
- Wash your hands before and after handling the products.
- Dispose of the box as soon as you open it.
- Ask the delivery personnel/courier to place the box on the ground and then to distance himself for at least 1.5m before you take the product.
YES! OUR STORES ARE BACK IN THE GAME TO MAKE SPORTS ACCESSIBLE TO EVERY JUAN!
Yes, we’re open to serve you daily! We guarantee that all stores are observing strict sanitation and physical distancing measures in order to put everyone’s safety as our top priority.
Click, Chat, and Call & Collect is also available to fortify this mindset. This free option will allow you to order in advance online and pick up your order in any of the stores within the day.
There may be some days where we will do deep store sanitation and close our doors to customers. You can stay updated via our social media channels on Facebook or Instagram!
We’re very excited to see you! Here are the store hours for each store:
Decathlon Alabang - Open daily from 10:00 AM to 6:00 PM
Decathlon Pasig- Open daily from 10:00 AM to 6:00 PM
For April 12, 2021, Decathlon Pasig will only be open until 4:00 PM
Decathlon Masinag - Open daily from 9:00 AM to 4:00 PM
It will really depend on the local government of where the store is located. We highly encourage you to learn more about the safety protocols implemented by your LGU.
Upon entry in the stores, you will be required to use the following apps: StaySafe PH for all Stores, Pasig Pass (for Pasig) and Antipolo Pass (for Masinag) for contract tracing purposes. We highly recommend downloading and filling up the store in advance for faster entry!
To ensure our everyone’s safety, customers 18 years old and below (unaccompanied or not), and customers 60 years old and above will not be allowed to enter the store.
The number of persons allowed to be simultaneously inside the store is computed through the advice of the World Health Organization of allotting 15 sqm per person in enclosed premises. Since we have stores of varying sizes, this number may differ but we assure you that the number of shoppers in our stores will be closely monitored.
- For everyone’s safety, here are the preventive measures done in the store:
- All persons that enter the store will have their temperature checked.
- All teammates and customers are required to wear a face mask at all times.
- All teammates and customers are required to wear a face shield at all times.
- All persons will be asked to sanitize their hands upon entry.
- Decathlon premises and shopping carts are sanitized on a regular basis with a minimum frequency of two times per day.
- We implement a similar game plan for our online store:
- During the preparation of orders, all our teammates are required to wear face masks and face shields.
- The team is also provided with hand sanitizers for regular use (minimum use of once per hour)
- All teammates are required to have their temperature checked three times per day.
- All our couriers are also encouraged to provide personal protective equipment (PPE) to their teammates.
For everyone’s safety, rubbing alcohol will be provided for your use in multiple locations around the store such as (but not limited to) the entrance, fitting rooms, test zones, and cash tills line. We encourage you to utilize these when shopping.
Our events are currently on time out! However, the game continues online at Decathlon LIVE via our Facebook @DecathlonPH. The events in the store will be resumed on a case to case basis as long as we can ensure all the safety measures to protect all the participants.
We still stand by “Satisfied or Satisfied.” That means that the same return and exchange policy applies to ensure shopping security. Learn more about our return and exchange policy here.
Yes! Here are the rules of the game to keep everyone safe:
- Before entering the store, we will check your temperature. If it exceeds 37.5C, you will not be permitted to enter our store as you may have a fever.
- Hand sanitizers will be provided at the entrance for your use. You will be required to sanitize your hands upon entry.
- You will be required to wear a face mask at all times in the stores.
- A sanitized basket or cart will be provided to you at the entrance.
Please follow the safety guidelines provided so we can all enjoy a safe shopping experience! Kita kits!
- Yes we do! We highly recommend that you opt for cashless payment methods in order to avoid contact:
- Gcash
- Gift card
- Sodexo voucher premium pass
- Contactless Debit and credit card
We ensure that the safety rules of the game are well communicated in the stores and among our teammates, so you can be sure that we are trained and briefed to assist you while keeping a physical distance of 1.5 meters!
Yes! Together with our partner couriers, all safety measures are put in place to ensure a safe and secure delivery so you can continue your sportive practice at home.
Our products are manufactured all around the world then shipped to our warehouse in Malaysia. Once there, they sail to the Philippines for 30 days.
Our products travel for about 30 days before arriving in our warehouse! No type of contaminating agent can survive this long on their surface. Upon their arrival in the warehouse, our teammates then organize them using proper PPEs in order to avoid direct contact with the products. Our warehouse is also cleaned and sanitized on a daily basis.
We do our best to control all the custody chains of the product and we apply safety measures that will minimize the risk of transmission. If you want to take extra precautions we recommend you to:
- Isolate the products for 72 hours before using them. This way any trace of virus will no longer exist.
- Sanitize the surface of the box and the products using a cleaning disinfectant.
- Wash your hands before and after handling the products.
- Dispose of the box as soon as you open it.
- Ask the delivery personnel/courier to place the box on the ground and then to distance himself for at least 1.5m before you take the product.
Due to some challenges towards our travelling conditions, some delays may happen with our delivery schedules. However, you can be sure that we are doing our best to keep our delivery promises. Should you have any inquiry, our Customer Happiness Team will be more than happy to assist you! You may contact our Customer Happiness Team at contact.philippines@decathlon.com or through our Decathlon Customer Happiness Hotline at (02) 8-424-2970.
Couriers added 5 days to the promised lead time due to the restrictions imposed by the government. All parcels not delivered due to this situation will be automatically tagged as Return to Sender and will be sent back to Decathlon.
We encourage our couriers to always maintain a physical distance of 1.5 meter whenever turning over a package. However, you may also nicely ask the delivery personnel to place the box on the ground and distance himself before you pick it. We also highly recommend using any form of contactless payment.
As much as we want to see you using our products, you may still cancel your order as long as your item is still with us or with our courier partners. You will know this if your order’s status is still “Prepared for Shipping” or “Order in Transit”. Should you want to return your item, you may reach out to us at our Facebook page @decathlon.ph, drop us a mail at contact.philippines@decathlon.com, or call us at our Decathlon Customer Happiness Hotline at (02) 8-424-2970. Someone from our Customer Happiness Team will get in touch with you as soon as possible!
We do our best to control all the custody chains of the product and we apply safety measures that will minimize the risk of transmission. If you want to take extra precautions we recommend you to:
- Isolate the products for 72 hours before using them. This way any trace of virus will no longer exist.
- Sanitize the surface of the box and the products using a cleaning disinfectant.
- Wash your hands before and after handling the products.
- Dispose of the box as soon as you open it.
- Ask the delivery personnel/courier to place the box on the ground and then to distance himself for at least 1.5m before you take the product.
We have a number of available payment methods for you. However, we recommend that you opt for cashless payment methods in order to avoid contact:
- Mobile Payment (Gcash)
- Contactless Debit and credit card
Yes, however, due to courier limitations, selected bulky items (treadmills, weights, Home Gym equipment) will not be available for Cash-on-Delivery.
We strongly recommend using cashless payment options to reduce the risk of contact and exposure.
We still stand by “Satisfied or Satisfied.” That means that the same return and exchange policy applies to ensure security in shopping. Learn more about our return and exchange policy here.
All refund requests including COVID related issues such as delayed delivery and cancellation of online order will be processed immediately on our end. Please be advised that refund lead time (banking days) will depend on the mode of refund you have chosen.
| (Mode of Refund) If you choose to refund via: | When do I get my refund? |
| Credit Card Reversal | After Decathlon processes the request, reversal refund lead time is within 5 to 15 Banking Days. The refund lead time depends upon the issuing bank. |
| Bank Transfer | After Decathlon processes the request, get the amount transferred to your bank account in 1-3 business days. The refund lead time depends upon the issuing bank./td> |
| Door to door delivery | After Decathlon processes the request, get the refund delivered to your doorstep within 1-7 business days. *Please note that there will be delays on this options due quarantine for door to door delivery |
| Cash Transfer | After Decathlon processes the request, get the refund on your cash card within 1-3 business days. |
| Cash Pickup | After Decathlon processes the request, pickup the refund on remittance centers within 1-5 business days. |
Some of our deliveries are tagged as RTS due to COVID and lockdown issues. Most of them are still with our partnered couriers. Don’t worry because we can still push through and re-deliver your orders once quarantine is already lifted up by the government.
Yes! You can now reach us through our Decathlon Customer Happiness Hotline at (02) 8-424-2970! You can also contact us through our other channels like our Facebook page @DecathlonPH or drop us a mail at contact.philippines@decathlon.com. Someone from our Customer Happiness Team will get in touch with you as soon as possible!
Our customer happiness team will be available to assist you from 10:00AM - 7:00PM from Monday to Saturday.
