The customer may exercise the right of withdrawal pursuant to Legislative Decree No. 21 of February 2014.

To request a return, please follow these simple steps.

Remember: you have 14 days to submit your return request. 


If you need assistance, visit and choose the method you prefer to contact add® Customer Service.
We are available from Monday to Friday, from 9am to 1pm and from 2pm to 5pm.


First of all, it is necessary to check that the products are intact in the same condition in which they were received by the customer, with all tags attached and in their original packaging.

1. To enter your return request:

If you have placed the order as a registered user
  • log in to your account,
  • click on Return Requests in the reserved area or on Enter your return request in this page,
  • choose the order you want to return,
  • follow the instructions.
If you have placed your order as a guest
  • click on Enter your return request in this page,
  • enter the email address used to place the order and the order number,
  • follow the instructions.

2. Once your return request has been accepted by our Customer Service Department, take out the return label and the coloured label from inside your parcel. Place the items to be returned in a box, preferably the original one. Stick the return label on the outside of the box together with the coloured label, making sure to completely cover (or remove) the previous label.

If the label is missing or damaged, please contact our add® Customer Service Department to generate a new label.

3. If you choose home pick-up, a courier will collect your return on the chosen date. If you choose to have your parcel delivered to a pick-up centre, go to the one nearest to you.

Please note: if you choose a different courier than the one indicated, add® is not responsible for any loss or damage to the parcel and it will therefore not be possible to issue a refund.

4. As soon as your return package arrives at our warehouse, it will be checked for quality as the policy demands. If the products meet the return conditions, you will receive a refund within a few days.

Only the value of the item will be refunded and not the shipping costs.

IMPORTANT: in order to obtain a refund of the purchase price of products exercising the right of withdrawal, the customer must return the products to add® intact with all tags attached and in their original packaging. Products returned to add® that do not comply with the above-mentioned conditions will not be accepted by add®, which will therefore return the goods to the customer without granting any refund, while charging the customer for the transport and delivery costs of the products themselves.

It is understood that the right of withdrawal does not apply in the event that tailor-made or customised products have been purchased.