ADAM Shop FAQs

ORDERING

Please note, all orders on our website are subject to Terms and conditions. Nothing in these terms affect your statutory rights as a consumer or otherwise.

Where can I buy?

Our complete collection is available to purchase online at adamgroomingatelier.com and from our ateliers across London and New York (subject to availability).

How do I know that I have successfully placed an order?

We will send you an email to acknowledge that we have received you order. Remember to check all of your email folders, including Junk.

When will I be charged?

When an order is placed the money will be debited from the user’s account.

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UK DELIVERY

We work closely with our couriers to ensure the best possible delivery service however we regret that delays may occasionally occur which are outside our control. Whilst we make every effort to ensure your goods are delivered in accordance with the agreed delivery schedule, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

What are my delivery options?

Please see our Delivery page for a list of our delivery options. Further information is available in our Terms & Conditions.

How quickly can you deliver?
We offer a Next Day Delivery option within the UK (orders must be placed before 12pm for next ‘working day’ delivery). Remote area restrictions apply.

When will I receive my order?

Standard Delivery within 5 working days. For Next Day Delivery (an additional charge) orders must be placed before 12pm for the next working day. Orders placed after 12pm on Thursday will be delivered on Monday, we cannot guarantee delivery on a Saturday. Orders placed on Saturday or Sunday will be dispatched on Monday for Tuesday delivery. all orders are sent by DPD and Royal Mail. You will receive an email when your parcel is on its way.

If dispatched orders don’t arrive within the expected time period, please contact our Customer Service team.

How can I track my order?

When the order is dispatched you will receive an email with a tracking link.

Alternatively, please contact our Customer Service team on 0203 918 9900 9am – 6pm, Monday – Friday.

Do I need to sign for my delivery?

Yes, all orders require a signature upon delivery. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order ‘hidden’ at the address.

What happens if I miss my delivery?

If the courier company is unable to obtain a signature, a calling card will be left and your parcel will be returned to your local carriers’ depot.

Can I specify a particular delivery date?

Unfortunately the customer is unable to specify a particular delivery date, however we do offer Next Day Delivery within the UK (orders must be placed before 12pm for next ‘working day’ delivery). Remote area restrictions apply.

What time will my delivery arrive?

Our couriers deliver between 7.30am and 7.30pm, Monday to Saturday, although weekend deliveries are not guaranteed. All delivery times are based on business working days and therefore may be affected by public or national holidays.

Can I send my order as a gift?

Yes, you can order gifts to be sent directly to your recipient’s address

What packaging will my order be shipped in?

Most orders are shipped in a brown cardboard box. There may be branding on the outside of the box.

What do I do if my order is faulty, damaged or incomplete?

Please contact our Customer Service team on 0203 918 9900 9am – 6pm, Monday – Friday.

My item is now out of stock, but I’ve paid for it. What shall I do?

If your item is out of stock, we’ll email you to let you know. If you’re happy to wait and the item comes back in stock, the item will be shipped to you once it is available. If it’s still not available within 28 days, your order will be cancelled and you’ll be refunded.

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INTERNATIONAL DELIVERY

Can you deliver to outside of the UK?

Not currently

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RETURNS & REFUNDS

How do I return my products?

As a customer, you have the right to return your order at any time up to 14 working days after receipt of the goods. Please see our returns policy for more information or contact our Customer Service team on 0203 918 9900 9am – 6pm, Monday – Friday.

How long does it take to get a refund?

Once we have received your item, you will be refunded to your original payment method. If this is to a debit/credit card it will appear in your account within ten days, depending on your card issuer.

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PAYMENT

How can I pay?
We accept the following payment methods online:

• Visa
• Visa Debit/Delta
• MasterCard
• Maestro UK and International
• American Express
• Apple Pay

The payment methods accepted may vary depending on the currency in which you wish to pay or the destination country.

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CANCELLING OR AMENDING AN ORDER

Can I cancel or amend my order?

Please contact our Customer Service team on 0203 918 9900 9am – 6pm, Monday – Friday, who will endeavor to help should you wish to cancel or amend your order. However, please note that we are unable to change orders once they are logged in our warehouse system or dispatched.

Please see our Terms and conditions for further information on your cancellation rights.

When can I cancel my order?

To cancel your order, please contact our Customer Service team as soon as possible. As we try to process orders immediately, it may not always be possible to prevent an order from being dispatched. This does not affect your rights.

Why can’t I cancel my order once payment has been taken?

Once payment has been taken, your order is already on its way to you and we will not be able to stop it.

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PRODUCTS

How do I find out about product ingredients?

The ingredients of each products is listed on the product page, if you have any further questions please contact our Customer Service team on 0203 918 9900 9am – 6pm, Monday – Friday and they will be happy to assist you.

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COMPLAINTS

In the event that you have a complaint regarding a product or service purchased from ADAM, please contact our Customer Service team. In the event that our Customer Service team is unable to resolve your complaint and your complaint is regarding an Online Order, the EU Online Dispute Resolution platform is available at webgate.ec.europa.eu/odr.