Refund policy
REFUNDS
How to request a refund
You can request a refund by completing the online return procedure within 14 days of delivery. Please make sure you have read our Return policy, then please send the item back to us following our the instructions.
Refund amount
Please note that administrative costs will be covered by the online shop. However, shipping costs to return the items to our warehouse, whether by courier or postal service, are solely payable by the customer. You will be refunded for the value of the returned product/s only.
Refund procedure
We can only refund your order on the same payment method you have used to complete your order.
IMPORTANT: Returned products that have been paid for via national bank transfer will be refunded only by bank transfer. In order to proceed with the refund, you will have to insert your bank details directly into the Return form.
Refund timeframe
Please remember that your return will be evaluated by our Quality Check Team. We will issue your refund only after this evaluation. Our aim is to make sure that you are always satisfied with your purchases on ADOM® Online Store. Please bear in mind that it can take up to three weeks for our warehouse to confirm and process your return. We remind you as well that for orders paid by Credit Card, it can take up to 4 weeks for the refund to appear on your current account.
If you have an issue with the product you received
For any issues with the product received, please contact our Customer Experience Team: we will be glad to offer you an appropriate solution.
RETURNS
Return Policy
If you change your mind, you can return your items within 30 days of delivery. We remind you that your return will be evaluated by our Quality Check Team, so it can take up to three weeks to receive confirmation that your order has been accepted or rejected. Returned products must be unworn, unwashed and unaltered, they must have all the original labels attached and be in their original packaging. You must complete the online Return Process to register your return on our system (see section "How to return" for more details).
How to return and ask for a change
Click on the profile icon in the store navigation or go to the refund policy or returns page and request a return.
1. Log in to your account
- In the "Email" field, enter your email address, then click "Continue."
- Open the email sent by our store in your email account and copy the six-digit verification code included.
- Return to the online store, then enter the six-digit verification code.
2. Click on the order for which you want to request a return.
3. If your order includes more than one item, select the items you wish to return.
4. Select the reason for the return and add a note for the store.
5. Click "Submit Request."
If your return request is approved and requires shipping, you will receive an email with shipping instructions and a return shipping label. Once the product is returned, you will receive a refund.
Please consider that it can take up to three weeks for our warehouse to accept and process your return.
Please bear in mind that you can request an exchange for a different size and/or color of the same model you ordered. If you wish to receive a different model or style, please select the "Refund product/s" option and you can place a new order.
Note: If the item requested in exchange is not available, we will proceed with the issue of a discount coupon that can be used on site, for an amount equivalent to cost of the returned item.
After booking confirmation of parcel collect by courier made at our expense, it will no longer be possible to modify return request with refund.
Shipping costs to return your order
If you wish to send your order back, we remind you that the shipping costs to return the items to our warehouse, by postal service or courier, is solely payable by the customer. We suggest you to choose a trackable service, so that it is possible to track your parcel until delivery, and to keep the return receipt to allow further checkings, if needed. In case a size exchange is requested, ADOM® will cover the return and shipping costs for the new-sized item in the first exchange. However, for subsequent exchanges related to the same order, the costs will be borne by the customer.
