Customer Care

HOURS OF OPERATIONS
English: 24/7
French, Italian, German: 09 – 20:00 GMT+1
CONTACT FORM
You can contact us by using this form.
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
LIVE CHAT
We are available to chat 24/7.
Let's have a chat...
  • Payments

      • Payment Security
      • All transactions submitted are encrypted with 256-bit SSL technology by our payment provider Stripe (www.stripe.com) which encrypts information you input and protects it from third parties.

      • Order Approval
      • In order to offer our customers the safest and most pleasant shopping experience, Adriana Online 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.


      • Payment Methods
      • For your convenience, Adriana Online 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 Trevano 29
            Lugano - 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.

             

            *Please note that a wire transfer is only available for payments above 1500.00 eur.


          • Prices & Currency
          • Adriana Online 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. 



        • Shipping and Delivery
          • Shipping Countries
          • Adriana Online currently serves the following countries worldwide:


            Andorra
            Argentina (24 of 24 provinces)
            Armenia
            Australia (8 of 8 states/territories)
            Austria
            Azerbaijan
            Bahrain
            Belarus
            Belgium
            Bolivia
            Brazil (27 of 27 states)
            Brunei
            Bulgaria
            Canada (13 of 13 provinces)
            Chile
            China
            Colombia
            Croatia
            Cyprus
            Czech Republic
            Denmark
            Ecuador
            Estonia
            Finland
            France
            French Guiana
            Georgia
            Germany
            Greece
            Guyana
            Holy See (Vatican City State)
            Hong Kong
            Hungary
            Iceland
            India (36 of 36 states)
            Indonesia (34 of 34 provinces)
            Ireland
            Israel
            Italy (110 of 110 provinces)
            Japan
            Jordan
            Kazakhstan
            Kenya
            Kosovo
            Kuwait
            Latvia
            Lebanon
            Liechtenstein
            Lithuania
            Luxembourg
            Macao
            Macedonia, Republic Of
            Malaysia (16 of 16 states/territories)
            Malta
            Mexico (32 of 32 states)
            Moldova, Republic of
            Monaco
            Montenegro
            Morocco
            Nepal
            Netherlands
            Norway
            Oman
            Pakistan
            Paraguay
            Peru
            Philippines
            Poland
            Portugal (20 of 20 regions)
            Qatar
            Romania
            Russian Federation
            San Marino
            Saudi Arabia
            Serbia
            Singapore
            Slovakia
            Slovenia
            South Korea
            Spain (52 of 52 provinces)
            Suriname
            Sweden
            Switzerland
            Taiwan
            Thailand
            Tunisia
            Turkey
            Ukraine
            United Arab Emirates (7 of 7 emirates)
            United Kingdom
            United States (51 of 62 states)
            Uruguay
            Venezuela
            Vietnam
            Yemen

            If you wish to ship outside of this countries or need special arrangement please contact us using the contact form on the website.



          • Processing Time
          • Orders typically ship the next business day or same day if before 11:00 a.m. GMT+1.

             

            Orders placed Friday to Sunday will ship out Monday.


          • Order Tracking
          • Once our warehouse ships your order you will receive confirmation e-mail that includes a tracking number that is provided by UPS.


        • Returns & Exchanges
          • Policy
          • 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).


            Adriana Online 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 at the following link, 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.



            • Conditions for Return
            • 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 Adriana Online)
              • With all sorts of merchandise (ex. Adriana Online 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, Adriana Online 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 Adriana Online.

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

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

               

              If you do not provide Adriana Online 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.


              _____________________________________

              Adriana Online will determine in its discretion whether these conditions are fulfilled or not.


            • Refund Policy
            • You may return an item(s) and request a refund. The following conditions apply:

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

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

              The refund will occur in EUR within 5 working days from goods receipt at Adriana Online’s warehouse. You bear any currency exchange rates risks if you do not have a EUR account.

            • Warranty and Authenticity
            • All of the products we sell are guaranteed to be authentic. When you buy from Adriana Online, 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.

               

              Adriana Online 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.



          • F.A.Q.
            • How do I know if my order has been shipped?
            • When your order leaves our warehouse, we’ll email you with a tracking number so you can track it through the courier's website.


            • I didn't receive a tracking number, how do I track my order? 
            • 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. 

               

              Once you receive the tracking number, follow the link contained in the e-mail or go to: https://www.ups.com/WebTracking/track?loc=en_gb


            • How do I return an item? 
            • If for any reason you are not satisfied with an order, the item(s) can be returned within 15 working 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 here.

               

              Filling the Return & Exchanges form:

               

              1. To ship an item back to Adriana Online please:


              2. Follow this link: https://adrianaonline.com/pages/returns and fill the form.


            • What is your Return Policy? 
            • If for any reason you are not satisfied with an order, the item(s) can be returned within 15 working 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 here

               


            • I have returned my items, but the refund has not been processed yet, what's happening?
            • Track your return parcel to ensure it was delivered to our warehouse.

               

              Returns made using our UPS Service 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.



            • My account says I've been refunded, but I haven't received my money yet.
            • 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.

            • Will my delivery costs be refunded?
            • 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.


            • I am unsure what size I am supposed to buy, can you help me?
            • Please refer to our size guide page for any information.

            • How do I keep myself informed on upcoming Sales and Promotions?
            • To hear about future Promotions and Sales, please subscribe to our newsletter here.

              You can also follow us on Facebook or Instagram.


            • What payment methods do you accept?
            • Currently we accept:

               

              • Visa, Mastercard, American Express
              • Paypal
              • Bank-to-Bank wire transfers.


            • What currencies do you trade in?
            • Currently we only trade in euros (€), all purchases and refunds are processed in euros(€).

            • Can you tell me if items will be back in stock?
            • We are currently unable to advise you when items are due to come back in stock.

               

              If your size is out of stock , sign up to our 'Out of Stock' email updates which can be found below the product.


            • What happens if an item I ordered is out of stock?
            • 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.


            •  Is the connection to Adrianaonline.com secure?
            • All of the information you input is encrypted through a secure connection.

            • Adriana Online uses cookies?
            • Adriana Online uses cookies to display custom information and enhance your navigation and shopping experience.


            • How accurate is colour display on the internet?
            • Adriana Online 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.