FREQUENTLY ASKED QUESTIONS


GENERAL

Where are the Decathlon stores in Philippines?

We have three (3) store locations: Festival Mall Alabang, Robinsons Dasmarinas, and Tiendesitas Pasig. You may find more information about our stores here.



What are the store hours?

Our Alabang and Pasig branches are open from 10:00AM to 10:00PM daily, while our Dasmarinas branch is open from 10:00AM to 9:00PM daily.



Is there a way to test your products for size before we purchase them?

Test it, Like it, Buy it!

Each store has test zones that allow users to test our products before buying them.

Our size guide is readily available for you to check if you are unsure of your measurements!



What are the Payment Methods?

We accept Debit Cards, Credit Cards, Over-the-Counter Payments (e.g. 7-11, Bank Deposits, GCash, Dragon Pay) and Cash on Delivery.



Do you offer printing for apparel or customised kits?

Yes, however we only offer them in our stores.




DELIVERY

How do I track my order?

To track your order, simply visit this website (https://www.ninjavan.co/en-ph/), click "Track My Order" then enter the tracking number that was sent to you via Email and/or SMS. If you did not receive any information about your tracking number, please contact our customer happiness team so we can assist you.



The order delivery was attempted at a time when I was not at the delivery address. What happens next?

If for any reason that you are not available to receive the order, please call Ninja Van to reschedule the delivery. If you still fail to receive your order after three consecutive reschedules, the courier will return your parcel to the store for you to pick up.



Can I change my delivery address after an order has been confirmed?

It will depend on the status of your order. Should this happen, please call us immediately!



My order got lost and confirmed by the courier, what will I do?

SATISFIED OR SATISFIED. If we haven't contacted you regarding your lost parcel, please call or e-mail us immediately so we can resolve your problem.




PRODUCT AVAILABILITY

Am I allowed to exchange my products for a different item in your store?

You may refer to our Return and Exchange Policy for more information on this.




PAYMENT METHODS

If I use my credit card, can I settle my payment through installment?

At this point in time, we are only offering STRAIGHT credit card payments.



How do I get refunded for my order?

To place a refund request for an order placed through the official Decathlon website, please fill up this form.

After doing so, our Decathlon team will have to look into your order and confirm some information such as amount being refunded, account name and if there is a need to book a return for items.



How long does it take for me to be refunded?

Cash-based refunds can take 3 - 10 days for the money to be returned to you.

Credit Card refunds, however, will take more time to reflect directly on the card. Kindly contact your nominated bank for exact timeline as length of processing time will vary.



Can I get refunded via cash if I paid online via Credit Card?

Only users who pay online via cash have the liberty of selecting their mode of transfer (bank transfer, cash pick up, door to door delivery, cash card). For online orders, users who pay via credit card may only request for a direct refund to the credit card they used for their order.



Can I be refunded the full amount I paid online?

Refunds being issued will not cover the shipping fee that the user paid in their order.



How much time do I have to complete my order payment?

CREDIT CARD - 15 minutes

7/11 - 48 hours.

GCash online - 5 minutes with MPIN



What do I do if my original order expires or incurs a payment error?

In the event that you were unable to issue out your payment, you may place a new order with the items you wish to receive. If you were able to process your payment but your order is placed under a payment error, please call our Decashop Team (02) 850 3322 loc 104 to speak with one of our teammates. They will validate your payment and proceed to completing your order if the necessary documents for payment proof have been validated.



Order Processing Time

Metro Manila takes 2-3 business days.

Mega Manila takes 2-7 business days.

Provincial areas takes 3-7 business days.



What happens if my order is placed under the “Payment Error” status?

In the event that your order has expired before the payment has been made, you may place a new order under the same process at the Decathlon Wesbite once more. In the event that you were able to pay for your order successfully paid but still incurred a payment error through Paynamics, kindly notify our Happiness Team through contact.philippines@decathlon.com or call us at (02)850-3322. They will assist you accordingly in validating your payment and giving the go signal to have your order processed.


LOYALTY CARDS AND GIFT CARDS

Will my existing Loyalty card or Membership number work on Decathlon.ph?

Of course! You can either use it in-store and online purchase.



For any more questions, please don't hesitate to contact our customer happiness team at contact.philippines@decathlon.com. For urgent matters, you can call us at (02)8503322.



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