FAQ

HI HONEY!

Welcome to our FAQ, we are so happy to have you here and as a customer. We have tried to answer the most common questions as well as we could. But if you have any further questions don't hesitate to email us at info@adoore.se or talk to us via our chat.

A BIT ABOUT US AND OUR DRESSES

SIZING

Our mission has been to create dresses with great fit that never go out of style. Most of our fitted dresses are purposely slimmer in the waist to enhance the figure, which means you generally need to size up in these if you don't want that corset tight fit. Our knitted dresses are more stretchy and true to size, so there is no need to size up in them. Please read our descriptions to see which styles we recommend you to size up in. Today we offer sizes 34-50, but size 32 will be added to the size range for fall 2022.

You can find our size guide here, or on the product page of each item.

POP-UP STORE

Our pop-up store is located in MOOD Stockholm at Regeringsgatan 48.

OPENING HOURS
Monday 10–19
Tuesday 10–19
Wednesday 10–19
Thursday 10–19
Friday 10–19
Saturday 10–18
Sunday 11–17

Our 14-day return policy applies to our pop-up store too. Unfortunately, we do not handle any online orders in the store due to different payment systems. Please be aware of this when ordering.

CUSTOMER SERVICE

Our customer service team works office hours Monday-Friday from 09.00 to 17.00 (CET). We aim to reply to your query on the same day, but please allow up to 72 hours for a response

RETURNS & EXCHANGES

WHY DO YOU CHARGE FOR RETURNS?

From 1 of October going forward we will charge a fee for returns.

We encourage you to shop mindfully and only purchase the styles that you are sure you want to keep. We want to avoid unnecessary shipping of clothing back and forth and therefore, encourage you to think through your purchase carefully before placing it. Read our size guide and chat with our customer service to ensure the right size and fit for your desired item. If you live in Stockholm you are more than welcome to our pop-up store to try out your fave styles and get guidance from our staff.

If you wish to exchange your item, it is free of charge one (1) time. Exchanges are created on our returns page.

RETURN POLICY

From 1 of October going forward we will charge a fee for returns.

We hope you love your ADOORE items as much as we do. But if you do want to make a return, note that we no longer have return labels in our packages. Instead, you can create your whole return on our returns page.

You can return your order up to 14 days from receiving it. You can return all items, even when on sale. We do not accept returns on gift cards. All items are inspected thoroughly by our warehouse. For a full refund on your items, they must be in the same condition as you got them and with all tags intact. We do not accept refunds with any sign of wear or use.

Please note that refunds will be issued to the original payment method and that the return fee is as follows.

Sweden: 49 SEK
Norway: 119 NOK
Denmark: 79 DKK
Rest of EU: 10 EURO
USA: 20 USD*
*For returns to the US, we kindly ask you to contact our   customer service  for a return label.

RETURN FEE

From 1 of October going forward we will charge a fee for returns.

Sweden: 49 SEK
Norway: 119 NOK
Denmark: 79 DKK
Rest of EU: 10 EURO
USA: 20 USD*
*For returns to the US, we kindly ask you to contact our   customer service  for a return label.

HOW DO I CREATE A RETURN

We no longer have return labels in our parcels, instead, returns are created on our website.

1. Click here: https://adoore.se/pages/returns-exchange
2. Enter your order number and the email address you used when you made your purchase.
3. Choose return/exchange as the reason for the return.
4. Choose which items you wish to return.
5. Choose the reason for your return.
5. Choose your preferred return option and press approve.
6. Pack the dress in a suitable package and send it back to us with the return option you chose.
7. Do not forget to collect your receipt from the post office, as this is your proof if the return disappears.

From the 1st of October 2022 going forward we will charge a fee for returns. Please note that refunds will be issued to the original payment method and that the return fee is as follows

Sweden: 49 SEK
Norway: 119 NOK
Denmark: 79 DKK
Rest of EU: 10 EURO
USA: 20 USD*
*For returns to the US, we kindly ask you to contact our   customer service  for a return label.

EXCHANGES

If you wish to exchange your item, it is free of charge one (1) time. Create an exchange on our returns platform by following the steps below.

1. Click here: https://adoore.se/pages/returns-exchange
2. Enter your order number and the email address you used when you made your purchase.
3. Choose return/exchange as the reason for the return.
4. Choose which items you wish to return.
5. Choose the reason for your return.
6. Choose your preferred return option and press approve.
7. When your return is done you can create a new order directly in the browser. When you create a new order here, you will get free shipping on your new order and get a refund on the returns fee within 2-5 working days.
8. Pack the dress you want to return in a suitable package and send it back to us with the return option you chose.

HOW DO I CREATE A CLAIM

All claims are handled through our website and you, therefore, need to report your complaint there.

1. Click here: https://adoore.se/pages/returns-exchange
2. Fill in the order number and your email.
3. Add pictures and describe the issue with your item, then wait for us to accept the claim.
4. Put a handwritten note in the package where you clarify that it's a claim along with your order number.
5. Pack the dress in a suitable package and use the return label provided to send it back to us.
6. Leave at a post office of your choice.
7. Don’t forget to collect your receipt from the post office, as this is your proof if the return goes missing. Email us the receipt and we will refund you or send a new item ASAP.

HANDLING TIME

From the day you send your package to us, it can take up to 15 days for our warehouse to receive, register and refund your order. You will receive two separate emails, one when we have received your return and started processing it and one email when we have started your refund. If it has been longer than 15 days since you sent back your order, we ask you to contact customer service.

SHIPPING

SHIPPING METHODS & FEES

Free delivery on purchases over 2000 SEK.

SWEDEN
Postnord Pick-up Point: 49 SEK
Airmee Home Delivery: 46 SEK

NORWAY
Pick Up Point: 150 NOK
No customs fee is charged

Pick Up Point: 79 DKK

REST OF EU
Pick Up Point: 12 EURO

USA
Pick Up Point: 20 USD

Please keep in mind that if you fail to collect your order, an additional admin fee of 149SEK will be deducted from your refund.

FAILED TO COLLECT YOUR ITEM

Please keep in mind that if you fail to collect your order, an additional admin fee of 149 SEK will be deducted from your refund. This fee is charged to cover return shipping, packaging, and handling costs.

DELIVERY TIME

SWEDEN
2-3 working days. Orders placed on weekends are sent no later than the following Monday

NORWAY
5-7 working days. All orders to Norway are sent from our warehouse on Tuesdays and Fridays.

REST OF EU
5-7 working days. Orders placed on weekends are sent no later than the following Monday.

USA
7-10 working days. Orders placed on weekends are sent no later than the following Monday.

Should delivery delays occur (without us not notifying you of a longer delivery time), please contact our customer service and we will help you.

SHIPPING INFORMATION

When your order has been sent from our warehouse you will receive a tracking number so you can follow your shipment. If you haven’t received any emails within 24 hours of placing your order, please contact our customer service.

WHERE WE SHIP FROM

We ship from our warehouse in Lidingö, Sweden.

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