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FAQs
How do I make a return?
Returns must be initiated within 21 days of receiving your order. Items must be unused and in the original packaging.
Return portal
Use our return portal: https://adaxas.webshipper.io/returns_public/1 to initiate the return process with your order number, email and details about the item you wish to return. Print the shipping label and drop off your return at a drop off point. This could be UPS, FEDEX exct. Please see the label.
Refund process
Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.
Non-Returnable items
Certain items may not be eligible for return. These items will be clearly marked on the product page.
Do you ship worldwide?
We do ship to most countries, however, there are a few that we are unable to send to.
Will I be charged for customs?
Customs are not included in the price. If you live outside of the EUROPEAN UNION custom might apply.
If you refuse to pay customs you will be charge for sending the parcel bag and any other fees regarding this proces. It will be deducted in their refund.
Custom rates depend on item and country. Please look up infomation on any official local site.
What is your cancellation policy?
Orders can be canceled within 12 hours.
Please email our team with your cancellation request as soon as possible.
You will receive confirmation of your cancellation if we’re able to make it happen.
After this period, we may not be able to cancel your order as it might already be in processing or shipment.
If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.
My order was marked delivered but it’s not here.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors/building management who may have collected the package for you.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to the carrier.
If you need additional assistance, please email our team at [email protected]
When will I get my refund?
Once your return has been received and processed, you will be notified via email when the refund has been issued.
Please allow 10 business days for the refund to reflect in your account.
What do I do if I receive the wrong item in my order?
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email [email protected] for further assistance.
Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!
How do I cancel my order?
Please contact our customer service team at [email protected]. Please include your order number and the reason for cancellation in your message.
Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.
How long does delivery take?
At Adax we deliver your package with the best possible option for your country. This could be GLS, UPS, FEDEX etc.
All orders are shipped from our warehouse in Denmark within 1-3 weekdays from order placement. Orders placed on a Friday after 11.00 AM will be shipped the following weekday. If the delivery time is estimated to be longer, we will contact you immediately by e-mail. You are then entitled to cancel your order. In a busy everyday life it can be a challenge to be home within the hours for package delivery. Therefore it is completely up to you to decide whether you want the package delivered to your home address or at your work. All packages will be shipped with a trusted shipping company which guarantee safe delivery straight to an address of your choosing.
Information regarding delivery time for your country:
Austria, Belgium, France, Germany, Luxembourg, The Netherlands and The United Kingdom: 2-3 days
Norway and Sweden: 2-5 days
Finland, Ireland, Italy, Poland and Switzerland: 3-5 days
Greece, Portugal and Spain: 4-5 days
Iceland: 4-9 days
Outside EU:
Standard: 4-7 days
Express: 2-4 days
How do I apply promo/discount codes?
To apply a promo or discount code:
• Proceed to checkout and enter your code in the Discount Code field.
• Click Apply to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 24 hours on work days for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
Do you offer free shipping?
We offer fast and free shipping for orders over 200 EUR within the EU.
Orders shipped outside EU are subject to taxes and duties that in some cases are paid for by the customer.
Please contact [email protected] for more specifics.
Can I edit or add anything to my order?
Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.
What do I do if my item(s) arrives damaged?
We’re sorry your item(s) have arrived damaged!
Unfortunately, we can't guarantee anything when handeling over the parcel to our shipping company. We’ll do our best to help you if something have arrived damaged.
Please email our team at [email protected] with an image of your damaged item for further assistance.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!