FAQ
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1. I have placed an order but have not received an order confirmation. What should I do?
Start by checking if you have entered the correct email address. If so, also check your spam folder. If you still have not received an order confirmation, please send us an email at mail@dr-adams.dk.
2. Can I change or cancel my order?
It is possible to change or cancel your order as long as the order has not yet been packed or shipped from our warehouse. If you wish to change or cancel your order, please contact us at mail@dr-adams.dk.
3. When will my order be shipped?
We aim to dispatch all orders placed before 2pm Monday to Friday the same day. Delivery time is usually 1-3 business days.
Please note that delivery times may be longer during sales periods and holidays. Once your order is processed and ready to ship, you will receive an email with a tracking number so you can follow your package until delivery.
4. I have chosen in-store pickup. When can I pick up my order?
You can usually pick up your order within 24 hours. However, during busy periods and holiday seasons, there may be delays. We do our best to minimize the waiting time and you will receive a notification as soon as your order is ready for collection.
5. Can I return my order in your physical store?
Yes. You are always welcome to return an order purchased on our webshop to our physical store at the following address:
Dr. Adams
Pogestrade 24-28
Odense C, 5000
Opening hours:
Monday–Friday: 11:00–18:00
Saturday: 10:00 AM–4:00 PM
6. Can I return sale items?
Yes. You have 14 days to return your item, just like when purchasing full-price items. Items must be unused and in their original packaging to be eligible for return.
Please note that we always have sale items online, but these are only available in our physical store during sale periods. However, you always have the option to choose in-store pickup and try the item on there.
7. When will I receive my refund?
Your return will normally be processed within 2 business days of receiving it. Once the return is approved, the amount will be refunded to the same payment method used for the purchase. Please note that it may take up to 5 business days for the funds to appear in your account.
8. My order has been cancelled, but the money is still reserved in my account – what should I do?
When your order is cancelled, the hold is usually automatically released within 1-5 business days. How quickly the hold is released depends on your bank. If the money is still held after this period, we recommend that you contact your bank directly as they can help you release the hold faster. If you have any further questions, you are also welcome to contact us at mail@dr-adams.dk.
9. What happens if an item is out of stock on my order?
If an item on your order is unexpectedly out of stock, it is typically due to a stock error. In such cases, the item in question will be cancelled from your order and you will be informed via email. The amount for the item will of course not be deducted from your account, or will be refunded if the payment has already been made. If you have any further questions, you can always contact us at mail@dr-adams.dk
10. Can I exchange an item?
If you wish to exchange for a different size or color, you must place a new order on the webshop and return the original item. Unfortunately, it is not possible to make a direct exchange.
If you have any questions about exchanges, you are always welcome to contact us at mail@dr-adams.dk.
11. My order is a gift. What do I do?
When you place your order, please note in the comments field the date the gift should be given. We will then place an exchange label on the item, and the 14-day return policy applies from the date specified.
12. Do you ship abroad?
Yes we do. You can see which countries we ship to here
If your country is not listed, you are more than welcome to contact our customer service at mail@dr-adams.dk.
