Customer Care

HOURS OF OPERATIONS
English: 24/7
French, Italian, German: 09 – 20:00 GMT+1
PHONE
US Toll Free: +1 888 207 29 49
UK Toll Free: +44 800 090 31 32
Rest of the World: +41 (0)91 208 70 91
CONTACT FORM
We would love to assist you and help you out, or simply hear your feedback.
You can contact us by using the contact form .
All transactions submitted are encrypted with 256-bit SSL technology by our payment provider Braintree
( www.braintreepayments.com ) which encrypts information you input and protects it from third parties.
In order to offer our customers the safest and most pleasant shopping experience, ADRIANAONLINE adheres to a high-end fraud detection and order screening protocol.
In some occasions, before your order is fulfilled, our Customer Care team might contact you to verify or request additional information.
For your convenience, ADRIANAONLINE accepts all major payment methods:

Visa
MasterCard
American Express
PayPal
Bank Wire Transfer*

Payments made through Bank Transfer must be wired to our bank account prior to order dispatch.

Please keep in mind the following information:

The Order Number received with the order confirmation e-mail must be clearly stated in the transaction.
The customer is responsible for all banking fees if applicable.
The item/items you ordered will be reserved for a period of 48 hours.
Your order will be processed and dispatched when the funds reach our bank account.

________________________________________________

Adam Digital SA
Via Ca' del Caccia
Vezia - Switzerland

CREDIT SUISSE AG
Account Number - CH73 0483 5118 7147 7200 0
BIC / SWIFT : CRESCHZZ69A

________________________________________________

If you have any further questions regarding payments with Bank Wire Transfer please contact our Customer Care Team.
ADRIANAONLINE processes transactions exclusively in Euro;
all other currencies are for display purpose only. The exchange rate is updated twice a day via www.xe.com.

Note that debited amounts may vary according to your bank's commissions.
All order ship next business day unless placed before 11:00 a.m. GMT+1.

Orders placed Friday after 11:00 a.m. GMT+1 to Sunday will be shipped out on Monday.

The following table is an estimate of how many business days are required for the order to reach the desired country. The estimated transit times do not account for delays caused by: Weather, Customs Operations, Strikes etc.


ALBANIA 1-2
ANDORRA 2
ARGENTINA 1-3
ARMENIA 3
ARUBA 4
AUSTRALIA 2-4
AUSTRIA 1
AZERBAIJAN 3
BAHAMAS 3
BAHRAIN 3
BELGIUM 1
BERMUDA 2-3
BOSNIA-ERZEGOVINA 1-2
BRAZIL 2-4
BRUNEI 2-4
BULGARIA 1
CANADA 1-3
CAYMAN ISLANDS 3
CHILE 3
CHINA 3
COLOMBIA 3
COSTA RICA 3
CROATIA 1
CYPRUS 1
CZECH REPUBBLIC 1
DENMARK 1
DOMINICA REPUBBLIC 4
ECUADOR 3
EGYPT 3
ESTONIA 1
FINLAND 1
FRANCE 1
GERMANY 1
GREECE 1
HONG KONG SAR CHINA 3
HUNGARY 1
ICELAND 2
INDIA 3
INDONESIA 3
IRELAND 1
ISRAEL 1-2
ITALY 1
JAPAN 3
JORDAN 3
KAZAKHSTAN 3
KUWAIT 1-3
LEBANON 3
LIECHTENSTEIN 1-2
LITHUANIA 1
LUXEMBOURG 1
MACAU SAR CHINA 3
MACEDONIA 2
MALTA 1
MEXICO 3
MOLDOVA 3
MONACO 1
MONTENEGRO 3
MOROCCO 2
NETHERLANDS 1
NEW ZELAND 3
NORWAY 1-2
OMAN 3
PANAMA' 3
PARAGUAY 3
PERU' 3
PHILIPPINES 3
POLAND 1
PORTUGAL 1
QATAR 1-2
ROMANIA 1
SAUDI ARABIA 1-3
SERBIA 2
SINGAPORE 3
SLOVAKIA 1
SLOVENIA 1
SOUTH AFRICA 3
SOUTH KOREA 3
SPAIN 1
SWEDEN 1
SWITZERLAND 1-2
TAIWAN 3
TUNISIA 3
TURKEY 2
UKRAINE 1-2
UNITED ARABS EMIRATES 1-3
UNITED KINGDOM 1
UNITED STATES 3
URUGUAY 3
VATICAN 1
VENEZUELA 3
ADRIANAONLINE currently serves the following countries worldwide:
Albania
Andorra
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Belgium
Bermuda
Bosnia and Herzegovina
Brazil
Brunei
Bulgaria
Canada
Cayman Islands
Chile
China
Colombia
Costa Rica
Croatia
Cyprus
Czech Republic
Denmark
Dominican Republic
Ecuador
Egypt
Estonia
Finland
France
Germany
Greece
Hong Kong SAR China
Hungary
Iceland
India
Indonesia
Ireland
Israel
Italy
Japan
Jordan
Kazakhstan
Kuwait
Lebanon
Liechtenstein
Lithuania
Luxembourg
Macau SAR China
Macedonia
Malta
Mexico
Moldova
Monaco
Montenegro
Morocco
Netherlands
New Zealand
Norway
Oman
Paraguay
Peru
Philippines
Poland
Portugal
Qatar
Romania
San Marino
Saudi Arabia
Serbia
Singapore
Slovakia
Slovenia
South Africa
South Korea
Spain
Sweden
Switzerland
Taiwan
Tunisia
Turkey
Ukraine
United Arab Emirates
United Kingdom
Uruguay
Vatican City
Venezuela

If you wish to ship outside of this countries or need special arrangement please contact us using the contact form on the website.
ADRIANAONLINE offers free express shipping and duties on all orders.

The service is carried exclusively though the DHL network.
Once our warehouse ships your order you will receive confirmation e-mail that includes a tracking number that is provided by DHL.
If for any reason you are not satisfied with an order, a return request can be submitted within 15 calendar days from delivery of the order as stated in the POD (proof of delivery). Items marked as "FINAL SALE" are not eligible for return.


ADRIANAONLINE accepts the following exchanges:

Size
Colour
Item*: If you are not satisfied with an item, change it with another.

*The value of the new product must be equal or greater of the one of the exchanged item.


If you wish to return an item(s) for any other reason, including refunds, but duty charges and return fee will be withheld from your refund.


Return fees applied are the following:

- EU and UK: FREE

- US: FREE

- Rest of the world: 15 Euros

All return requests must be submitted through our Return Form , or contacting our Customer Care by phone or e-mail.

Once your return request is approved, you will be receiving all relevant documentation within 24hrs.

After receiving the confirmation e-mail containing documentation and instructions, unless agreed in writing with AdrinaOnline's Customer Care, you will have seven (7) calendar days to ship the product(s).

If you fail to ship the returning product(s) within seven (7) calendar days from the receipt of the return email approval, your pre-paid return label will be deactivated and we reserve the right to refuse the return of the product(s).

If you decide at your discretion to return the product(s) without written approval from AdrianaOnline, you accept to be the sole responsible for the return of the product(s) and all costs associated with it.
To return an item(s) please go to the following link: Return Form .
If for any reason you are not satisfied with your order, you can send a return request within 15 calendar days from the delivery date.

All returned items must be in original conditions:

Unworn
Unwashed
With original tags (ex. Brand/Designer tags)
With original packaging (ex. Brand/Designer and ADRIANAONLINE)
With all sorts of merchandise (ex. ADRIANAONLINE bags, boxes, accessories, etc.).
With Security Seal/Tag

Please make sure all returned items are well packaged in order to avoid damages during shipping.

If you return an item(s) in violation of these guidelines, ADRIANAONLINE will have the right to refuse a your return.

The merchandise will remain your property and will be available for pick-up within 15 calendar days from receipt of the return by ADRIANAONLINE.

If you wish to receive back the item, ADRIANAONLINE will charge you the following:

All shipping costs.
Duties and import taxes that ADRIANAONLINE had to bear in connection with your return.
30 EUR handling fee.

If you do not provide ADRIANAONLINE with any instruction within the afore-said 15 days term, we will be entitled to dispose finally and irrevocably of the item(s).

We try our best to accept all returns, but if an item(s) arrives in an unsuitable condition, we will not accept the return and will ship it back to you at your cost.

_____________________________________

ADRIANAONLINE will determine in its discretion whether these conditions are fulfilled or not.
You may return an item(s) and request a refund. The following conditions apply:

ADRIANAONLINE will not refund any taxes or duties you had to bear upon the purchase.

ADRIANAONLINE will charge you (i) the indemnification for the shipping costs and (ii) any taxes or duties ADRIANAONLINE may be requested to pay for the incoming item(s), as well as any (iii) bank or credit card commissions charged to ADRIANAONLINE for the payment of the refund.

The refund will occur in EUR within 5 working days from goods receipt at ADRIANAONLINE’s warehouse. You bear any currency exchange rates risks if you do not have a EUR account.
All of the products we sell are guaranteed to be authentic. When you buy from ADRIANAONLINE, you know that you are buying authentic products.



All of our items originate from registered wholesalers with invoices of authenticity from the respective designers. All of our items come with original packaging and authenticity tags from the designers.



ADRIANAONLINE provides the warranty for defective items according to the provisions of the Swiss Code of Obligations, in particular its par. 192-210.



In deviation from these provisions, the rescission of the purchase agreement is excluded and the warranty period is limited to 12 months from the delivery date.



The Code of Obligations in English can be found on the official Swiss government website (www.admin.ch). We encourage you to read carefully the afore-mentioned provisions.
When your order leaves our warehouse, we’ll email you with a tracking number so you can track it through the courier's website.
If you haven't received a tracking number by email it's because your order hasn't left our warehouse yet, as soon as it does, a tracking number will be emailed at the email you have provided us.
If for any reason you are not satisfied with an order, the item(s) can be returned within 15 calendar days from the delivery by submitting your return request using the online guided procedure at this link where you can find our Returns & Exchanges form, or by contacting our Customer Care via contact form or telephone.

Filling the Return & Exchanges form: Return Form
If for any reason you are not satisfied with an order, the item(s) can be returned within 15 calendar days from the delivery by submitting your return request using the online guided procedure at this link.

Alternatively you can contact our Customer Care via contact form or telephone.
Track your return parcel to ensure it was delivered to our warehouse.

Returns may take 3-5 working days to be delivered and it takes a further 5 working days for us to process your request.

In the case 5 working days passed, please contact our Customer Service team by phone:

US Toll Free: +1 888 207 29 49
UK Toll Free: +44 800 090 31 32
Rest of the World: +41 (0)91 208 70 91
English: 24/7
French, Italian, German: 09 - 20:00 GMT+1
Or by using our contact form at this link. adrianaonline.com/returns
Ensure that you're checking the bank or Paypal account you used to place your order;
and allow 5 to 10 working days for the money to be credited.
Your delivery costs will be refunded to you only under these circumstances:

If you cancel your order before its shipped.
If your returning a faulty or damaged item.
If we cancel your order for various reasons.
Please refer to our size guide page for any information.
To hear about future Promotions and Sales, please subscribe to our newsletter.

You can also follow us on Facebook or Instagram.
Currently we accept:

Visa, Mastercard, American Express
Paypal
Bank-to-Bank wire transfers.
Currently we only trade in euros (€), all purchases and refunds are processed in euros(€).
If the item you ordered is not available, we will notify you by email, refund the value of the item and proceed to ship the rest of the order.

Should your entire order not be available, we will also refund the delivery charge.
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ADRIANAONLINE does its best to present images that resembles the colours of the original product.

But please be advised that colours might vary from one display to another and from one mobile device to another.
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