FAQ
Need help? Here are answers to some questions you might have.
And if you don't find what you need here, don't hesitate to reach out to us.
PROBLEMS WITH MY ORDER
Can I still make changes to my order once it has been placed?
We try to process your orders as fast as we can but do reach out to us if you wish to modify your order and we’ll see if it is still time to intercept it before it goes out for shipping.
Please contact us at the following email address: bonjour@ladresse.at and make sure to specify your name, order number and the detail of what needs to be changed (including name of the items).
Can I change my shipping address after the order has been placed?
Same thing as for making changes to your order: if the parcel hasn’t left the shop yet, we will be happy to make that change. Just let us know as fast as possible your exact new address at bonjour@ladresse.at.
I’ve received a faulty/ wrong item, what should I do?
We’re sorry that happened! Despite our best efforts, it sometimes happens that we overlook something…
In the case of a damaged or faulty item please contact us directly at bonjour@ladresse.at, give us your order reference number, explain us the issue, send us a picture of the item. We will get back to you very soon with a solution.
PAYMENTS, GIFT CARDS, DUTIES & TAXES
What are the different payment methods?
You can pay with Visa, Mastercard, Maestro, Amex, Union Pay, Bankcontact (Belgium), eps-Überweisung (Austria), iDeal, Klarna Pay Later (Austria, Finland, Germany, Netherlands, United Kingdom, Denmark, Norway, and Sweden), Klarna pay now (Austria, Germany, Netherlands, Spain, and Sweden), Shop Pay, Apple Pay and Google Pay.
Can I pay with my local currency?
Yes, you can pay with your local currency with most of our payment methods.
How does paying with Klarna work?
Check all details about Klarna here.
Can I also order a gift card online?
We're working on it 😊! Gift cards will be available online soon!
In the meantime, you can order them by contacting us and we'll gladly send you a gift card for whichever amount you want.
Is it possible to use my gift card for online orders?
For now, it is not possible, we're working on it. If you have a l'Adresse gift card, we invite you to come to our store in Vienna, or to contact us at bonjour@ladresse.at so we can help you.
If I place an order from outside the EU, will I be charged extra?
If you live outside the EU and want to order something from our website, import fees and taxes may apply.
For orders made in the UK, import fees and taxes will have to be paid to the carrier delivering your parcel.
We do not cover these costs.
DELIVERY
How long will my order take to arrive?
We will process your order and ship it within 2 working days. The delivery time then depends on the carrier service.
If your shipping address is in Austria, your order might arrive within 2/5 days after shipping. If you are somewhere else in Europe it may take a little longer.
What are your shipping methods?
We currently ship with the Austrian Post.
We are working on other shipment methods. We will add more details here as soon as they are updated.
I still haven’t received my order, what can I do?
You will receive an email as soon as we have shipped your order, within 2 working days of your order,
If you have not received this email after this timeframe, please contact us at bonjour@ladresse.at and we will check the status,
If you have received the confirmation email, please check the tracking number for your parcel.
If your package is listed as delivered, but you have not received it, please check your mailbox for a note from the carrier. If no such note is to be found, let us know and we will check with the carrier.
If still in process of delivery, there are sometimes delays. If those seem abnormally long to you, let us know and we will check with the carrier.
Can I have my parcel delivered to someone else?
Of course! Just fill in the address of the recipient as the “shipping address” when you check-out and put your own details under “billing address”. The tracking information for the parcel will be sent to you, so you can follow the order.
If it is a present and/or you wish to leave a message to the person who receives the parcel let us know and we’ll remove the price and put a little handwritten note inside in your name 😊.
RETURNS & REFUNDS
Please note: We do not cover the costs of returning your order, so we strongly recommend you send your parcel with tracking and keep proof of postage. If the product gets lost we will sadly not be able to issue a refund nor an exchange.
How do I return my order?
If you have changed your mind about your order, no problem, you can return it within 14 days after receiving it.
Make sure the items are unused, unworn, properly folded and wrapped and with their original tags still on. We will not issue refunds for items that show signs of wear or have not been carefully handled.
To return your order, please follow these steps:
- Contact us at Bonjour@ladresse.at, indicate your order number and specify which items you wish to return.
- We will send you a return shipping form, along with all necessary instructions.
- Pack the goods carefully with the return form and the commercial invoice.
- Send the package to: L’Adresse Concept Store, Zollergasse 4/1 1070 Vienna, Austria. Make sure you keep the tracking number and proof of postage in case your parcel gets lost.
For any return question contact us at Bonjour@ladresse.at.
Can I return my order to one of your stores?
Absolutely, you can bring your items directly to our store in Vienna!
What happens if I return my package later than 14 days?
Please always try to return your parcel within 14 days of receipt. If you do not manage and we receive your return later, we will issue a shop credit to your account instead of issuing a refund. If your return is done more than 30 days after receipt, we will not be able to take the items back.
Did you receive my returns?
Within 5 working days after receiving your parcel, you will receive a confirmation that your return has been processed and a refund was issued.