FAQs
Top Questions and Answers
Did you buy your gear during our Cyber Week/Black Friday sale?
Check out this dedicated page for information on shipping times, order status, returns/refunds, and more.
What are the promo codes terms and conditions?
Promo codes cannot be combined with other promos, vouchers or on-site offers, and they cannot be exchanged for money. Welcome code cannot be combined with other offers. Promo codes cannot be applied to electronics, Project Rock or our Curry collection. Other exclusions may apply.If you'd like to make a return or your package got lost, please contact our customer service team and we will provide an exclusive promo code to replace your order at the same price.
I want to make an exchange. What can I do to have different gear but at the same price?
We do not offer exchanges. In case you choose the wrong size, you need to make a return and order the correct size. Please contact our customer service team before placing the new order to ensure the same price.
Where is my order?
1. Visit our Check Your Order Status page2. Enter your (order number) & (email address)
3. Click "track Status" to view order tracking and details
Please note, items in your order may ship separately.
How can I return my gear?
If you’re not 100% satisfied, you can return your gear for free within 60 days of delivery.1. Locate Return Label: Locate your printed return label in the box. If you don’t have one, you can create an online return label at the bottom of this page
2. Packing: Pack your product(s) you’d like to return in the original package
3. Attachment of return label: Attach return label to the package (please use the returns label that came with your order)
4. Post Package: If you have used the return label in the box, please take the package to your preferred drop-off location of the carrier mentioned on the return label. If you have generated the return label from our website, please take the package to your preferred UPS drop-off point.
5. Refund: Processing your return takes up to 14 business days. We’ll notify you via email and transfer your refund as soon as possible (5 business days after receiving email confirmation).
What are our shipping methods and time frames?
We offer both standard shipping and delivery to pick-up locations. Both options take about 2-5 business days. Shipping to a pick-up point is always free with no minimum. If you want to find more details, please visit our shipping information page.
When will I receive my refund?
It takes up to 14 business days for us to process your return. You will be informed by email when the refund has been issued (please also check your spam box). After receiving this email return confirmation, it may take up to 5 business days to receive your refund depending on your used payment method. The returns won't be accepted outside of the return period (+60 days) after receiving the product(s).
Have you received my return?
You will receive an email confirming when your return has been processed (up to 14 business days).Please keep your return receipt.
What should I do if I didn’t receive my order?
You will get an automated message once your order has been shipped out. Our delivery times for Austria can take between 2-5 working days (excepting during promotional moments such as End of season sale, Mid-season sale, Christmas, and Cyber-week where it might take longer). Please continue tracking your order here.If you’re unable to track your order, please contact us.
Can I cancel my order?
Once you’ve made your order, we work quickly to process it. Because of this, it's unfortunately not possible to cancel/modify your order once you’ve placed it. If you receive an item that you do not wish to keep, you can return it.
Please see our returns section for more information.
Membership
Promo Codes & Gift Card
What are the promo codes terms and conditions?
Promocodes are valid for a limited time only and may not apply to all products.
They cannot be exchanged for money, applied after an order has been placed or combined with other promotions, offers, or discounts.
Can I purchase an Under Armour gift card or voucher?
At this moment, we do not offer gift cards or vouchers on our website.
Does Under Armour offer promo codes?
Yes, we do. We regularly offer promos on our website for online orders.We also offer discounted gear and footwear within our Outlet range for men, women and kids.
How do I get an Under Armour promo code?
You can receive a 15% promo on your next order when you sign up for our newsletter for the first time, terms and condition apply. You can do so at the bottom of our website. Simply type in your email address to sign up and you will receive an email confirmation that includes the promo code. The welcome code can only be used once, and it can’t be combined with other promotional codes.
I haven't received my promo code email, what can I do?
Please check your spam box. If you haven’t received it after 24 hours, please submit your email one more time.
If you still can’t find it, please contact us.
What happens to my promo code if I return my order - or part of it?
If you decide to return your order, your promo code will not be replaced.
Can I use more than one promo code?
In general terms, promo codes cannot be used in combination with any other promo coupons, promotions, or special offers. There are a few exceptions, such as Early Access to specific promotional moments, where you can combine some promo codes.
Why is my promo code not working?
Make sure that the promo code is still valid and that you’ve entered it correctly. Some items in your bag may be excluded from the promo code, such as our Project Rock and our Curry collection. Be sure to check the promo code's specific terms and conditions for more information.
Does Under Armour offer a student promo?
Yes, we offer a 15% Under Armour Unidays discount.Just click on the link and register to get your 15% promo. No exclusions apply!
Ordering
Where is my order?
1. Visit our Check Your Order Status page2. Enter your (order number) & (email address)
3. Click "track status" to view order tracking and details
Please note, items in your order may ship separately.
Can I change/modify or cancel my order?
Once you’ve made your order, we work quickly to process it. Because of this, it's unfortunately not possible to cancel/modify your order once you’ve placed it. If you receive an item that you do not wish to keep, you can return it. Please see our returns section for more information.
Where can I find my order number?
If you’re unable to find your order number, please check your order confirmation email. If you can’t find this email, please check your spam folder. If the email still cannot be found, please contact our customer service team. We’ll be happy to check the status of your delivery.
How do I know my order is processed?
If you are a registered customer, you’ll be able to track your order under your Order History. If you placed your order as a guest user, you can track your order by simply going to Track My Order page under the Customer Service section.For any status change (confirmation of order and shipment), this will also be communicated by e-mail.
Why is my online order cancelled?
Order cancellation can happen for a couple of reasons, such as placing a bulk order, placing an order with an incomplete delivery/billing address or if the gear is out of stock. If this happens, you’ll receive a refund within 5 business days.
What can I do if my e-mail address or delivery address is incorrect?
If your e-mail address or delivery address is incorrect, please contact our customer services team. If your order has already been shipped and you would like to change your delivery address, please make sure to contact the carrier of your shipment, mentioned in your email.
Do I need to create an account to buy from UA official website?
You don’t need to create an account to buy gear on our website. You can subscribe to our newsletter and receive a 15% promo on your next purchase if you’re a new email subscriber. Please note that Terms and Conditions apply.
How can I place bulk or team sports orders?
For becoming a retailer and other Wholesale requests, please send an email to EMEANewWholesalerRequests@underarmour.com and a team member will get back to you as soon as possible.
Is it possible to buy products from the US website (UA.com)?
As an Austria based customer, you are unfortunately not able to order products from UA.com.Shipping & Delivery
What are your shipping methods and time frames?
We offer both standard shipping and delivery to pick-up locations. If you’d like more details, please visit our shipping information page.
How do I change the details of my order such as delivery address or a timeslot?
Please visit our order tracking page to see the latest status of your shipment. You can visit the carrier’s website to see what options are available. For home delivery, DHL Express app offers possibilities to change the time and location.If you have selected a pick-up point, you cannot change the location for now.
I placed an order more than one hour ago and I still haven’t received any confirmation?
Have you checked your spam inbox? Otherwise, a spelling mistake in your email address could be the reason that you did not receive a confirmation email. Please contact us if you want to be sure that your order was successfully placed and is being processed.
I just placed an order. When will it be shipped out?
Once you have successfully placed an order on our website, it will be processed immediately. You will receive a shipping confirmation by email. It takes 2-5 business days to arrive at your chosen destination. If you’d like more details, please visit our shipping information page.You can track your order through this link. Please be aware that during Cyber week, seasonal sales or peak times such as Christmas, shipping times may take longer. If you haven't received the confirmation email within the estimated shipping period, please make sure to check your Junk folder before contacting our customer service team.
When will I receive my order?
You will get an automated message once your order has been shipped out. Our delivery time for standard shipping within Austria is 2-5 business days.
Do you deliver to overseas islands and military bases?
We’re unable to deliver to overseas islands and military bases at this time. If you entered an address from a region we do not service, your order will be cancelled and you’ll receive a refund within 5 business days.
How can I track my order?
If you are a registered customer, you will be able to track your order under your Order History. If you placed your order as a guest user, you can track your order by simply going to Track My Order page. If you’re unable to find the tracking URL of your parcel, please check your shipping confirmation email. If it appears that you did not receive this email, make sure to also check in your spam folder. If the email still cannot be found, please contact our customer service team and we will be happy to check upon the status of your delivery.
My order has taken more than 4 days to arrive. What can I do?
Orders in Austria usually take between 2-5 business days (MO-FR) to arrive. For more information, please follow your order on our tracking order page.
I bought my products during Cyber Week or during a sale period. They’re taking more than 4 business days to arrive. What can I do?
During sale periods, our warehouse might be receiving a lot of orders, which means that it may take a bit longer for your order to arrive. In case you have not received your order after 6 business days, you can track the status of your order here or contact us.
It seems that my package got lost. What can I do?
In the unlikely event you’re unable to find your package, although it has officially been communicated as delivered, please contact our Customer Service Team. We will start an investigation immediately for you. Lost parcel investigations may take up to 14 days. Please keep in mind that we're unable to investigate your delivery after 14 days from the order date.
What do I have to do if I have received only part of my order?
There can be several reasons. If all your items have not been fully shipped, then it may be that one of the items is out of stock, for which you’ll receive a refund. If all of your items have been shipped, but you did not receive all of them, please contact our Customer Services team.
What do I have to do if I have received the wrong product?
In the unlikely event you have received a wrong product, please make sure to take pictures of the gear - including the attached labels - and contact our Customer Services team.
What do I have to do if I have received a damaged parcel?
In the unlikely event you have received a damaged parcel from the courier, please make sure to take pictures of the parcel received, keep the parcel and contact our Customer Services team.
What do I have to do if an item that I received looks different to the image on the website?
We’re sorry that the gear you received was not quite what you were expecting! Please reach out to our Customer Services team. with pictures and we will look into it for you. Your feedback is very valuable to us.
What happens if I’m not at home when the package is delivered?
Please use your Shipping Confirmation email to see the latest status of your shipment. You can visit the carrier’s website to see what options are available. Additionally, DHL and UPS have a mobile app that any customer can download and register to have a better tracking and exception handling experience.
If I missed the delivery of my package, can I book a redelivery?
Depending on the carrier, some packages can be delivered to your neighbours or the nearest service point. Otherwise, a new delivery attempt will happen the following business day. If you wish to change the delivery method or date, please use the tracking code assistant that we provide you in the Shipping Confirmation email to access the carrier website.
Returns & Refunds
How can I return a product?
We offer two return labels, one in the box (option #1) and one return label online (option #2). Both options are valid and can be used to return your items. Please be aware that the courier listed on the labels can vary. Please drop your parcel off at your preferred drop-off point of the courier listed on your used returns label. Please be aware that return costs are not reimbursed if you're using another courier.
Can I return a product purchased online at a store and vice versa?
Unfortunately, it is not possible to return a product purchased online at a store and vice versa.The return needs to be performed to the initial point of sale.
What to do if I lost my returns label?
If you have lost your return label, you can generate a new one free of charge which will be handled by UPS. Please visit the section at the bottom of the return process page.
Can I use a different courier to return my order with?
Yes, you are free to decide which courier you prefer to use for the return. Please note that we only offer free returns with our couriers. Any other courier may ask you for return costs which we don't reimburse. In addition we will be able to provide limited support in tracking the return status.The return label you receive within the parcel can vary, please check the label and make sure to bring the parcel to the preferred point that works with that courier.
If this courier does not work out for you, you can print a new return label from the website. In this case the return will be handled by UPS.
What to do if I didn't receive a returns label in my parcel?
If you did not receive your return label within your parcel, you can generate a new one free of charge which will be handled by UPS. Please visit the section at the bottom of the return process page.
When will I get my refund?
You’ll be informed by email when your refund has been processed. Processing your return can take up to 14 business days. Once your refund has been issued, you will receive an e-mail confirmation. It can take up to 5 business days for your refund to be visible, depending on your used payment method. Returns won't be accepted after the 60-day return period.
What is your Refund Policy?
Returns processed at an Under Armour Brand House or Factory House will be refunded to the original method of payment. Please bring a valid photo ID. We reserve the right to keep your information on file and share it with affiliates as outlined in the Under Armour Privacy Policy. Under Armour reserves the right to limit the number of returns you can make, even with receipts.
| Payment | In-store | Online |
|---|---|---|
| Credit Card | Refund to your credit card | Refund to your credit card |
| Pre-Paid Card | Refund to your Pre-Paid card | Refund to your Pre-Paid card |
| PayPal | Refund to your PayPal account | Refund to your PayPal account |
| Apple Pay | Refund to your Apple Pay account* | Refund to your Apple Pay account |
| Klarna | Refund to your Klarna account** | Refund to your Klarna account*** |
*Please be sure to have the last 4 digits of the card connected to your account ready as most digital payments are masked.
**Please be sure to have the last 4 digits of the card connected to your account ready as most digital payments are masked. You will be responsible for any balance due to Klarna.
***You will be responsible for any balance due to Klarna.
Online Returns Timing
Please allow up to 14 business days for your refund to be posted.
Once your return has been received and processed at our warehouse, please allow up to 14 business days for your refund to be posted. Timing may vary based on peak times of the year (e.g., December-January).
How can I return products purchased online?
We have a 60-day returns policy and all goods must be returned within that period. All items must be in a resalable condition (with no tags cut off) and returned in the original box. You can download a free returns label by logging into our website through the following link. Please fill in the returns form that was sent along with your order.If you have used the return label in the box, please take the package to your preferred drop-off location of the carrier mentioned on the return label. Online creation of return labels needs to be checked to see which particular carrier will be assigned. If you have generated the return label from our website, please take the package to your preferred UPS drop-off point.
When will I receive the refund for my returned goods?
From the moment that you have sent back items to our warehouse, it can take up to 14 days until your account is credited. Please note that if you have returned products with a carrier of your own choice, the return process might take longer.Please note that full shipping costs will not be included in the refund, unless the gear was faulty or defective when it arrived.
How do I receive my refund?
The refund always goes back to the initial payment method.We're unable to process refunds into another payment method than the one originally used.
What can I do if I have not received any refund of my returned goods?
If you have not received your refund after 14 days, please contact our Customer Service Team and we will be happy to look into the situation for you.
Will I get a refund on my shipping costs if I return my product?
We do not refund the shipping cost for the returned item.
Payment
What payment methods can I use?
You can pay for your order with the following payment methods:
- Amex
- Apple Pay
- Klarna
- Maestro
- Master Card
- PayPal
- Ratepay
- Visa
Can my delivery and billing address be different?
Yes, it can. You can add a different Billing Address by simply removing the flag of “Same as Shipping Address” under Payment section. Please note that we are unable to change your billing address after you have placed the order.
Will I receive a copy of my invoice?
You can download your invoice 24 hours after all items in your order have been shipped. If you are a registered user, you can log in to your account on ua.com and download your invoice from Order History. If you are a guest user, you can download via the Order Tracking link by entering your order number and the email address used to place the order.
Why are my payments not going through?
There are many reasons, such as:1. You may have entered incorrect payment details. Please double check the payment information you entered.
2. Your saved payment details are outdated. Please remove the saved payment information and re-enter the valid details.
3. There is a temporary system issue with your payment provider. Please try again in a couple of minutes. If the issue persists, please contact our customer service.
4. Your pop-up blocker is enabled. Please enable the pop-up to make sure that there are no cookie issues.
What is Klarna?
Klarna is a global payment solutions provider that works with retailers to provide customers the smoothest online shopping experience. Klarna is in over 400,000 online stores and has more than 149 million users globally. More information, please visit Klarna’s website.
What is the VAT number of UA?
General Information: Under Armour Europe B.V. Address: Stadionplein 10, 1076 CM Amsterdam. The NetherlandsPlease note that returns cannot be received at this address.
KvK: 34237352 0000
VAT: NL815104984B01
Defective items
What do I have to do if my item is faulty or defective?
Please make sure to take pictures of the faulty/defective item and contact our Customer Service Team.
We are able to assist you only if you have purchased the item on our website.
In the case you have purchased the item from a third party, we have to ask you to go back to your initial point of sale.
They will have a return policy for faulty and defective items.
Retail
How can I find an Under Armour retail store nearby?
Please find the nearest retailer in your area by clicking here.
How do I return gear purchased at a UA store abroad or purchased through an authorized retailer?
Due to our company guidelines, purchases made at stores or through third parties are not accepted for returns and exchanges. Please contact your initial point of sale with proof of receipt.
Product
Why is the size name printed on the product different than the one I chose online?
When you order a small, medium, or large product online, the gear you receive at home will have a different size name. For example, when you order an “S” online, the gear you receive will have an “SM” printed label. Please see below the different acronyms indicated online and their equivalent on the physical product.
| Online | Printed on item |
|---|---|
| S | SM |
| M | MD |
| L | LG |
How can I find the right size and fit for my products?
Please visit our size guidelines for all of the instructions of our products.
Who do I need to contact if I have a product-specific question?
Please contact our Customer Service Team and we will be happy to assist you. If possible, please provide us with a style number which you find next to the product image so that we can provide you with as much information as possible on the specific product.
What is UA doing to be sustainable?
Our approach to protecting the planet begins with efforts to reduce harmful environmental impacts and use materials that have been recycled or can be recycled again. We are focused on increasing efficiency and reducing negative impacts, particularly in our products. For example, we are embracing material innovations that will enable less waste and more durability, setting the stage for circular systems by 2030. We also aim to pivot to large-scale recycling of products and transition to a decarbonized supply chain while respecting the rights and improving the lives of our teammates and our suppliers’ workers. Please visit our Sustainability Section to find more on what we are doing.
Can I order personalized Under Armour items?
We appreciate your enthusiasm, but currently we do not offer customisation of our gear.We recommend that you consult a qualified screen printer or heat sealer in your area and provide the following information:
- The temperature we use for our heat seal is estimated to be about 163- 177 degrees Celsius.
- The pressure we use is 40 PSI and the dwell time is 12 seconds.
- Please note that the temps, PSIs and flash (dwell) times may vary if a printer is using another type of heat seal.
- It is best not to screen print or heat seal Under Armour compression gear.
What is the difference between HeatGear and ColdGear?
UA HEATGEAR®
WEAR THIS TO FEEL COOL, DRY & LIGHT.Ideal for days when it’s 20 ºC and above, our signature HeatGear® line delivers a highly breathable construction that wicks sweat to the surface to keep you cooler, drier, and lighter than ever.
UA COLDGEAR®
WEAR THIS TO FEEL WARM, DRY & LIGHT.Ideal for days when it’s 13 ºC and below, ColdGear® features a dual-layer fabric that wicks moisture from the skin and circulates body heat and keeps you warm without ever weighing you down.
UA ALLSEASONGEAR®
WEAR THIS TO FEEL DRY & LIGHT.Built for when it’s between 13 ºC and 20 ºC, AllSeasonGear® is made from radical fabrics that flex with changing weather conditions to deliver superior temperature regulation and maximum breathability.
Are all products from the Online Shop available in your stores?
Our website offers the widest range of UA gear. Depending on whether you are visiting a factory house or brand house, you will find more product assortment with a smaller range of products in comparison with our Ecom platform. Our brand houses have more product assortment than our factory houses. In case you want to find our closest brand houses, please visit our store locator website.
Care instructions for apparel
Care instructions can be found on the tag of your item. However, in general, machine wash in cold water with like colours. Do not use bleach or fabric softener. Tumble dry on low heat, and never use dryer sheets. We also recommend that you place your apparel in a garment bag to protect it from snags caused by Velcro®, eye hooks or other sharp objects that can be found on other clothing.
Care instructions for bags
Remove excess dirt and mud with a dry brush. Use a mild detergent and warm water to remove any stains with a sponge or towel. Air dry at room temperature. Please do not place the bag on a heater.
Care instructions for caps/hats
Check the tag on your item for any cleaning information. If it is a precious item or a collectible, please contact the Customer Service Team for specific cleaning information. If there is any dust or dirt on it, use a vacuum brush attachment to clean off the dust. To wash the cap by hand, wet it in the shower or sink. Use cool water unless otherwise instructed by the tag. Try not to overly soak the cap. Put some shampoo on a nail brush or soft toothbrush and scrub the cap clean. Instead of shampoo, you can use a mild detergent. Rinse the shampoo residue off thoroughly, still trying not to overly soak the cap. For nylon or knit baseball caps, you can mix a few drops of conditioner in a pitcher or bucket filled with water and use the water to rinse the cap after it is clean. The conditioner will help to soften the cap fibres. When you are finished cleaning the cap, set it on a bowl, balled-up towel or a hat stand to maintain its shape while air drying. Do not dry the cap in the dryer or it could shrink. Another idea is to blow up a balloon to fit the cap and use tape to hold the cap and balloon upright while the cap dries.
Care instructions for shoes
Mix warm water and a small amount of laundry detergent to create a slightly soapy mixture. Apply a small amount of the water/detergent mixture to a sponge, soft cloth or soft brush and clean the affected areas. Apply a small amount of warm water to another sponge or soft cloth to remove any excess detergent. Dry the shoes at room temperature. Do not put the shoes close to a heater.
Your Account
What is your privacy policy?
Please find our privacy policy here.
How can I change details on my account?
To change the details of your account, log into your account through the log-in button on the top right corner. Then select "Profile" from the drop-down menu, edit the information that you would like to change and click "save" at the bottom of the page.
What to do if I forgot my password?
If you have forgotten your password, please click "reset password" below the password field and fill in your email address.
Business Inquiries
Wholesale Enquiries
For becoming a retailer and other Wholesale requests, please send an email to EMEANewWholesalerRequests@underarmour.com
and a team member will get back to you as soon as possible.
How do I apply for a sponsorship or a collaboration?
While we highly appreciate your interest in Under Armour, unfortunately, due to the volume of requests we receive, we are unable to provide unsolicited support in the following areas including, but not limited to:
• Support for elite or private sports camps, programs, teams, or leagues
• Individual, team, or event sponsorships—including fundraiser activities (e.g. scholarships, stipends, personal assistance, galas, 5k runs, etc.)
• Product donations, table sponsorships, or cash proposals
Are you an individual athlete?
To ensure clear distinction among our charitable giving and marketing efforts, we do not provide product donations to individual athletes or sports teams.
Thank you.
I am interested in a professional career at Under Armour. How can I proceed?
Please visit www.underarmour.jobs to find out more about career opportunities within Under Armour.
How can I contact Under Armour in Europe?
Under Armour Europe B.V.Stadionplein 10
1076 CM Amsterdam
The Netherlands Phone: +31 (20) 715 5100
KvK Company Number: 34237352 0000
VAT (UK): GB873001256
customerservice.at@underarmour.com
Online Dispute Resolution