Attention:

Listen carefully for any kind of information please call our-support number (01973944867) and Inbox us

Facebook page link ( https://www.facebook.com/doubleboriginal )

Instagram page link ( https://www.instagram.com/doubleboriginal/ )

Thank You.

SUPPORT POLICY

How do I create an account?

HOW DO I CREATE AN ACCOUNT?

It’s easy to create an account.

The first step is to click ‘Login’ on the top right corner of the site, and then choose ‘Create Account’ to start the process.

Once there you should enter your personal information. That’s your first and last name and selecting if you are over the age of 13.

Next you enter your ‘login information’. This is your email, and you need to create a password and confirm it. Then choose your communication preferences, and make sure to accept the Terms and Conditions.

Complete the process by clicking ‘Submit’.

Congratulations, you made your account. We’ll send you an email to confirm.

Double B Original App:

Go to “your profile” at the bottom of the navigation bar. Here, you will be able to either login or create your own Double B Original account.

HOW DO I RESET MY ACCOUNT PASSWORD?

It’s easy to reset your password. * Start off by going to the account sign in page. Click ‘Forgot Your Password?’ then enter the email address you use to get into your account. Click ‘Submit’, and we'll send you a password reset confirmation straight away.

When you get the email, open it and click ‘Confirm’. Enter a new password and finalize it by clicking ‘Apply’.

Congratulations! You have a new password. We’ll send you an email to confirm you made the change.

How do I change my account settings?

HOW DO I CHANGE MY ACCOUNT SETTINGS?

To change your account settings, log in to you account.

You can change your password or email address by going to 'login details' under 'personal information'.

You can change your address details or phone number by going to ‘address book’ under ‘account information’.

After you change your password, you will receive an email confirming that you created a new password for your account

Double B Original App:

You can change account details, (like your address and contact info) via the ‘navigation bar’ located at the bottom. Simply select ‘account’ below your name and locate the option to change your details.

How do I stop receiving newsletters or other marketing emails?

HOW DO I STOP RECEIVING NEWSLETTERS OR OTHER MARKETING EMAILS?

You can unsubscribe from newsletters by adjusting your preferences in your user account. Or you can unsubscribe from marketing emails themselves.

Account

1. Log into your account.

2. Go to ‘Your Preferences’.

3. Update your preferences and click ‘Save’.

1. Click ‘Unsubscribe’ at the bottom of the newsletter or marketing email that you want to unsubscribe from.

2. Check the confirmation box to unsubscribe.

3. Click ‘Update Preferences’.

Double B Original App:

Push Notifications

1. Go to your profile via the bottom navigation bar

2. From there go to Settings at the top

3. Simply deselect push notifications

As an alternative, you can also block push notifications in settings on your iOS on Android phones.

You will then be unsubscribed from the newsletter or marketing email. It can take up to a week for your request to be processed, so you may still receive newsletters or marketing emails during the week after you submit your request.

Do I need to create an account to buy from your online shop?

DO I NEED TO CREATE AN ACCOUNT TO BUY FROM YOUR ONLINE SHOP?

You don't need to have an account to place an order. However, having an account can save you time during checkout as it securely saves your address and payment details for future purchases. It’s not mandatory though if you just want to place an order.

Double B Original App:

You will need to create an account to buy products via the Double B Original App.

Having an account makes future purchasing quicker and easier as your address and payment details will be securely stored for next time.

Can I cancel my online order?

CAN I CANCEL MY ONLINE ORDER?

We are unable to make changes or cancel your order once it has been placed.

We begin constructing your personalized product as soon as you place your order.

However, you may return your product using our free returns option within 7 days of delivery. *Some restrictions apply.

*Because personalized products are made just for you, they are not returnable.

*Hype products such as Yeezy should be returned via the online return portal within 7 days of the delivery date. The product page communicates the 7day return window during the ordering process.

*If you place an order during the holiday promotional period 10/10/21 to 01/01/23, your order is eligible for a 30 day (about 4 and a half weeks) return from the time of delivery.

HOW DO I FIND THE PRODUCT I’M LOOKING FOR ON THE WEBSITE?

You can find all available products on our site through a simple search. Either enter the product name or number in the search bar at the top right of the page, or search by gender, sport or brand on our navigation menu.

After searching, you can refine, customize, and organize your results in the ‘Your Selection’ menu on the left side of the screen, then add the items you want by clicking ‘Add to Bag’.

There are two ways to locate the products. Via the search menu or the navigation. Once you have located a product listing page you can refine your results using the available filters. You can’t customize or organize the results, simply refine them.

Suggestion is that we keep the search paragraph to describe the search process but need a more generic intro which describes both processes.

How do I know if my order is processed?

HOW DO I KNOW IF MY ORDER IS PROCESSED?

You will receive an order confirmation email when your order has been placed. Once you receive the shipment email your order has been processed successfully.

You can check the status of your order by visiting the Order Tracker page. This will tell you at which stage of the delivery process your order is.

How to choose different shipping methods

HOW TO CHOOSE DIFFERENT SHIPPING METHODS?

We offer free standard shipping to all Double B Original members. Join today!

Depending on the product in your shopping cart and shipping address, we may offer expedited shipping options at checkout in addition to our standard option.

Why is my online order cancelled?

WHY IS MY ONLINE ORDER CANCELLED?

Sometimes we must cancel orders. This can be due to a few reasons, including:

• Stock availability. It is most likely that your size ran out of stock before we could process your order.

• Payment issues. Your payment did not go through, or we were not able to verify your payment details.

• Delivery address issues. You may have accidentally entered an incorrect or incomplete delivery address which we couldn’t process.

You are not charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.

When will my order arrive?

WHEN WILL MY ORDER ARRIVE?

ORDER TRACKING SUPPORT

For orders placed while signed into your Double B Original account, sign in and visit your Order History.

GUEST ORDER TRACKING

If you placed a guest order (or cannot find an order on your account), check our ORDER TRACKER and enter your order number (DBO000000000) and email address to find your order details.

To access tracking details, click on the” VIEW ORDER” button.

SHIPPING TIME

NOTE: If your order has multiple items, your order may come in separate shipments, and items will be charged once shipped.

- Standard shipping is 3-5 days plus an additional 1-3 days for processing.

- Standard shipping of Personalized products is 3-5 days plus 5 days for processing.

- Express shipping is 3 business days (not available for PO Box, APO, or FPO addresses).

ORDER TRACKING TIPS & CONSIDERATIONS

*Shipping times may vary during high volume order periods

If your order has not shipped after three business days, you will receive an email notifying you. Some reasons for the delay could include the following:

• We are experiencing higher order volume during this time

• Item(s) in your order may be on backorder in the next 72 hours (about 3 days)

• Item(s) in your order may be out of stock due to high demand

• Shipping address outside of the continental Bangladesh

• A payment issue may have occurred while placing the order

If you need further assistance, please contact us at 01973944867, and we are happy to assist.

If your order ships with Pathao, feel free to set your delivery preferences with Pathao via the

Pathao X Delivery Manager. This free service provided by Pathao allows customers to receive alerts, provide delivery instructions, require a signature, or request packages to be held at a Pathao facility (Including Walgreens).

Are all products from the Online Shop or adidas Confirmed App available in your stores?

ARE ALL PRODUCTS FROM THE ONLINE SHOP OR ADIDAS CONFIRMED APP AVAILABLE IN YOUR STORES?

Our stores stock as many of our products as possible, but they do have limited space. For this reason, they can’t store all the products that are available in the Online Shop ( www.doubleboriginal.com )

If the product you want to order is available at the Online Shop, you can reserve it online and pick it up from a store by selecting ‘Pickup in store’ during checkout.

If you are at the store but the product you are looking for is not available, our staff will happily order it for you. You pay in-store digitally payment method and get your product(s) delivered to the address or store of your choice. This applies to selected stores only and can take up to 2 - 5 business days.

*Note: some products are exclusive for www.doubleboriginal.com only.

What are the best running shoes for me?

WHAT ARE THE BEST RUNNING SHOES FOR ME?

Different types of running shoes suit different types of people. The things that affect the style of running shoe you should wear are:

• your body type.

• your motion mechanics (over-pronator/under-pronator/neutral).

• how your foot strikes the ground (forefoot/midfoot/heel).

• your training style and distance per week.

• your personal objectives.

Please visit a Double B Original Store or a specialized sneakers store for professional advice. You can use the Store Finder to find your nearest Double B Original shop or store.

Thank You.