FAQ

How do I know if my order has been placed?

Once your order has been accepted, you will receive a confirmation email summarizing the contents of your order, the delivery method, the delivery address, and your order number. This email may end up in your Junk/Spam folder, so be sure to check these folders before contacting us. If you have not received your order confirmation email, please contact us.

Can I cancel my order?

If you wish to cancel your order, please send an email to contact@addisongeneva.com as soon as possible. We will do our best to accommodate your request. Please note that once an order has been submitted, we cannot guarantee that the purchase can be canceled.

How is my order shipped?

Orders within Switzerland are shipped with Swiss Post. International orders are shipped with FedEx. Every parcel is tracked from our center to your door, and shipping is free on every order.

How can I track my order?

Once your order has been dispatched, you will automatically receive a confirmation email with your tracking number and a link to follow your package. International parcels are tracked by FedEx.

How long does it take to receive my order?

Your order is prepared and handed over to our carrier within 2 business days (Monday to Friday, excluding Swiss public holidays). Estimated delivery, including preparation: Switzerland 3 business days; Europe and United Kingdom 3–6; United States 3–7; United Arab Emirates and Gulf countries 3–7; rest of the world 4–8. These are estimates, not guaranteed delivery dates. See our Shipping policy for details.

Why haven't I received my order within the initially estimated timeframe?

Please check the following before contacting our customer service:

1. Verify that you have received an email confirming that your order has been dispatched.
2. Consult the tracking information included in your shipment confirmation email.
3. Check emails, phone calls, and delivery attempt notices from the carrier (Swiss Post in Switzerland, FedEx for international orders). Your package may be held at a pickup location awaiting collection or redelivery.

Please contact our customer service team at contact@addisongeneva.com and we will do our best to resolve the issue as quickly as possible.

Can I change the delivery address of my order?

If your order has not yet been dispatched, we can still modify your delivery address free of charge. Please contact us directly via email so we can correct your details. Please include your order number to speed up the process.

What is your return policy?

You have 30 days from the day you receive your order to request a return or an exchange. Write to contact@addisongeneva.com with your order number, and we will send you the return instructions. Items must be unworn, with tags attached, in their original packaging. Read our full return policy.

When will I receive my refund / exchange?

Once we have received and inspected your return, we let you know by email. If approved, you are refunded on your original payment method within 10 business days, or your exchange is shipped to you free of charge. Your bank may need a few more days to credit your account. If you paid by bank transfer, our customer service team will contact you to obtain your IBAN for the refund.

How much does shipping cost?

Shipping is free on every order, to every destination we deliver to: Swiss Post in Switzerland, and FedEx for international orders. Feel free to contact us with any questions about delivery.

Duties and Taxes

Prices shown for Switzerland include Swiss VAT. For international orders, import duties and taxes are calculated at checkout and shown before you pay.

We settle them with customs on your behalf, so there is nothing more to pay on delivery. Customs duties and import taxes paid at checkout are non-refundable.

For more details, see our Shipping policy.

Dispatch Time

Orders are prepared and dispatched within 2 business days of payment. Our warehouse operates Monday to Friday during business hours, except on Swiss public holidays.

How do I choose the right size?

A size guide is available on each product page, below the size selection. Measure a similar garment on a flat surface using a measuring tape and compare the measurements with those in our size guide. Contact us at contact@addisongeneva.com for personal advice.