FAQs – Frequently Asked Questions

1. Can I order by phone or e-mail?

Private customer orders can only be placed via the online store. Telephone, e-mail or fax orders are not possible for technical, payment and policy reasons. Unfortunately, our service advisors cannot assist you with this.

2. What happens if the ordered goods are not available?

If the goods you have ordered are not available or are sold out during the ordering process, we reserve the right not to provide the service. Your order will be canceled, and you will receive a full refund.

3. How long are offers valid for?

The validity period of limited offers can be found in the individual product descriptions or newsletters in the ADA store.

4. How much does shipping cost?

For now, we only deliver our online orders within the European Union.

Postage and packaging costs correspond to our offers and can vary. We are doing our best to keep your part of postage and packaging costs to a minimum.

5. What are the different payment methods?

Depending on the payment method selected, further charges can occur. In such a case, we would of course inform you of any additional costs before you have completed your order.

6. How can I track my order?

Would you like to know whether your parcel has been dispatched? Track your order online!
Your confirmation of dispatch email contains a shipment code and a direct link to order tracking of your delivery.

Link to DHL order tracking (You will need your tracking number.)

We provide a quick, reliable, and uncomplicated delivery to your home address.

7. Can I return the product I bought?

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the goods.

The right of withdrawal does not apply to the following contracts:

- Contracts for the supply of goods that can spoil quickly or whose expiration date would be quickly exceeded.

- Contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery, e.g. shampoo, body lotion, bath salts, etc.

You bear the direct costs of returning the goods. Please read the cancellation policy here: https://www.ada-shop.com/right-of-withdrawal

The return address is:

ADA Shop

Leutesheimer Street 64

77694 Kehl

Germany

Please note that returns that are not sent to the above address cannot be processed. 

8. What happens, if I would like to exchange a product?

You can exchange your product(s) by returning the products from your original order as usual. While we process your return, you can then place a new order with the products you prefer.

9. What quality labels do you have in your shop?

Some of our products are provided with the Ecolabel of the European Union, the Ecocert-seal, the ECARF seal or Fair Trade logo. These products are manufactured and distributed in consideration of the manufacturing guidelines applicable to these labels, which can be found along with further information about the label here:
Ecolabel – www.eu-ecolabel.de / www.ecolabel.eu
Ecocert – https://www.ecocert.com/en/natural-and-organic-cosmetics
Fair Trade – https://www.fairtrade.net/
Ecarf – https://ecarf.org

10. Forgot to redeem the voucher code? Can it be deducted retrospectively?

Unfortunately, it is not possible to process your order retrospectively. You have a 14-day right of withdrawal where you can return the unopened products. More about this here: https://www.ada-shop.com/right-of-withdrawal

Please make sure that the voucher is activated before placing your order. You can enter the voucher code in the “Apply voucher code” field at checkout. You will see this in your shopping cart.

11. What to do if there are some disputes?

For the out-of-court settlements of consumer disputes the European Union has launched a website, that you will be able to turn to : http://ec.europa.eu/consumers/odr/. You can contact us directly via email at info@ada-shop.com.

12. I can no longer log in and the password cannot be reset. What can I do?

Since the beginning of April 2022, we have a new and improved online store for our private customers to improve your shopping experience. We therefore invite you to create a new customer account and password and wish you a pleasant shopping experience.

Information for customers in Switzerland

You can obtain up-to-date information from DHL: https://mydhl.express.dhl/ch/de/help-and-support/customs-clearance-advice/duties-and-taxes/customs-information-for-private-customers.html .

1. Why do I have to pay duties (VAT, customs duties) when I receive a shipment from abroad?

Whether a gift or not, every shipment must undergo import clearance in accordance with the customs laws of the destination country. Every shipment from abroad is generally subject to customs duties and VAT. You, as the recipient of such a shipment, pay value added tax (VAT) on the value of the goods (including freight and customs costs) and customs duties on the gross weight. These costs are not to be confused with the transportation costs, which are paid when the consignment is posted.

Further detailed information can be found on the website of the Federal Customs Administration FCA: http://www.ezv.admin.ch/

2. When do I start paying customs duty and/or value added tax (VAT) for import shipments?

Every shipment from abroad is generally subject to customs duty and VAT.

The value-free limit of CHF 300.00 only applies to tourist traffic. When importing goods from abroad, the Goods Movement Act applies. No customs duties and VAT are levied if the calculated amount is less than CHF 5.00 per customs declaration, whereby customs duties and VAT are to be considered separately.

In addition, gift shipments from private individuals resident abroad to private individuals in Switzerland up to a value of CHF 100.00 are tax-free.

Goods purchased on the Internet do not meet these conditions. They are subject to duty in accordance with the general regulations.

The upper limit for the value of goods (value of goods, incl. transportation costs and any customs duties) for VAT-exempt imports is

7.7% VAT (majority of consignments) => CHF 65.00

2.5% VAT (e.g. books) => CHF 200.00

3. What is the taxable value of the goods (import value) on which VAT is calculated?

*** VAT is calculated from this amount (without centimes)

*The conversion of the invoice amount from a foreign currency into Swiss francs is always carried out on the basis of the exchange rates of the previous day, as specified by customs and updated daily.

**simplified customs clearance at CHF 19.00 (VAT value < CHF 1,000 / weight < 1,000kg / no ancillary laws / import duties (excluding VAT) do not exceed CHF 5) or full customs clearance at CHF 39.50 (VAT value > CHF 1,000 / weight > 1,000kg / ancillary laws).

4. How is the customs clearance price calculated?

For DHL ECONOMY SELECT shipments, the customs clearance price is calculated as follows:

Simplified customs clearance costs CHF 19.00 (VAT value < CHF 1,000 / weight < 1,000kg / no ancillary laws / import duties (excluding VAT) do not exceed CHF 5.00)

5. Why do I have to pay a commission?

The presentation commission is 2%, minimum CHF 3.00.

This fee is charged for the use of the ZAZ account (deferred payment account) of DHL Express Switzerland and the associated risk of advance payment of customs duties and VAT.