Thinking about making a return to Adam and Eve? Understanding the Adam and Eve return policy is the first step to a smooth process. This guide will walk you through everything you need to know, from time limits to condition requirements, so you can shop with confidence.
Returns are a normal part of online shopping, especially for items that are personal or size-sensitive. Adam and Eve aims to make their policy straightforward. We’ll break down the details in simple terms, highlight any exceptions, and give you tips to make your return or exchange quick and easy.
Adam and Eve Return Policy
The core Adam and Eve return policy is designed to be customer-friendly. It allows you to return most items within 90 days of delivery for a refund or exchange. This is a generous window compared to many retailers.
There are some important conditions, of course. The item must be in its original, unused condition. It should also be in the original packaging with all tags and accessories. This ensures the product can be resold safely to another customer.
What Items Can You Return?
Most products from Adam and Eve are eligible for return. This includes:
- Apparel and lingerie (with hygiene tags attached)
- Sex toys and devices
- Lotions, oils, and massage products (sealed)
- Games, books, and DVDs
- Unopened novelty items and gifts
What Items Are Final Sale?
For health and safety reasons, some items cannot be returned. It’s crucial to know these before you buy.
- Opened or used intimate products, such as any sex toy or device.
- Any product where the hygiene seal is broken or missing.
- Downloadable digital content, like videos or e-books.
- Clearance or specially marked “Final Sale” items.
Condition Requirements Are Key
The condition of you’re item is the most important factor. “Unused” means the product has not been tried on, worn, or tested in any way. For clothing, all original tags must be firmly attached.
For any intimate product, the original plastic seal or clamshell packaging must be intact. If it’s been opened, the item is considered used and cannot be accepted back. This is a standard practice across the industry for obvious health reasons.
Step-by-Step Return Process
Follow these steps to ensure your return is processed without delay.
Step 1: Gather Your Information
You will need your original order number and the email address used to place the order. Have these ready before you start. You can find your order number in your shipping confirmation email or in your account dashboard if you have one.
Step 2: Initiate the Return Online
Go to the Adam and Eve website. Navigate to the “Returns & Exchanges” page, usually found in the customer service section. Enter your order number and email address to begin. You cannot process a return without starting here first.
Step 3: Select Items and Reason
You’ll see a list of items from your order. Select the product(s) you wish to return. You will then need to choose a reason for the return from a dropdown menu (e.g., size, changed mind, etc.). This feedback is helpful for the company.
Step 4: Choose Refund or Exchange
Decide if you want a refund to your original payment method or an exchange for a different item. If you choose an exchange, you may need to select the new product during this process. Note that exchanges are subject to product availability.
Step 5: Print Your Label & Pack Up
Once authorized, you will receive a prepaid return shipping label. Print this label. Pack the item securely in its original packaging, if possible, and place it inside a plain shipping box. Attach the label clearly to the outside of the box.
Step 6: Ship and Track
Drop the package off at the designated carrier (usually USPS). Keep your tracking number from the label! This is your proof of shipment and allows you to monitor the return’s journey back to the warehouse.
Understanding Refunds and Exchanges
How Long Do Refunds Take?
After Adam and Eve receives your return, it takes about 5-10 business days for them to inspect it. Once approved, the refund is issued. The time it takes for the money to appear in your account depends on your bank or card issuer, often an additional 3-5 business days.
Refunds are always issued to the original payment method. If you used a gift card, the refund will go back to a new gift card. If you used a discount code, the refunded amount will reflect the price you actually paid.
What About Exchanges?
If you requested an exchange, the new item will ship once the return is received and inspected. You will typically get a new shipping confirmation email. If the item you want is out of stock, customer service will contact you to discuss options, which may include a different product or a refund.
There’s no additional fee for a standard exchange, but you are responsible for any price difference if the new item costs more. If it costs less, you’ll usually receive a refund for the difference.
Return Shipping Costs
Adam and Eve provides a prepaid return label for most returns within the 90-day window. This means you don’t have to pay postage out of pocket to send the item back. However, for returns initiated after 90 days, or for international returns, you may be responsible for the shipping costs.
Its always a good idea to double-check the terms on your specific return authorization. Some expedited or special order shipping fees are also non-refundable.
Common Issues and How to Solve Them
Lost Return Label
If you lose your return label, you can usually go back to the returns portal on the website and re-enter your information. Most systems will allow you to reprint the label. If that doesn’t work, contact customer service directly with your order number.
Returning a Gift
If you received an Adam and Eve item as a gift, the process is similar. You will need the order number from the gift giver or the gift receipt. Refunds for gifts are usually issued as store credit to a gift card, which will be emailed to you.
Without an order number or receipt, returns can be very difficult. Its best to ask the person who gave you the gift for that information.
Damaged or Defective Items
If your item arrives damaged or doesn’t work, contact customer service immediately. Do not use the standard return portal in this case. You will likely need to provide photos or a description of the issue.
Adam and Eve will typically send a replacement item quickly or provide a specific return instructions for the defective product. They stand behind the quality of their merchandise.
Past the 90-Day Window
The 90-day return window is firm in most cases. If you try to initiate a return after this period, the system will likely not allow it. You can try contacting customer service to explain your situation, but be prepared that they may not be able to make an exception, especially for intimate products.
Tips for a Hassle-Free Experience
- Inspect items upon arrival. Open packages as soon as you get them to check for any obvious damage or defects.
- Keep packaging. If you think you might return something, keep the original box and all internal packaging for at least the return period.
- Act promptly. Don’t let the 90 days slip away. If you’re unsure about an item, start the return process sooner rather than later.
- Use a trackable shipping method. The prepaid label is trackable, but if you’re using your own method, always get a tracking number and proof of postage.
- Take a photo. Before you ship your return, take a quick photo of the packaged item with the label attached. This can be helpful if any questions arise later.
Frequently Asked Questions (FAQ)
Can I return an opened product to Adam and Eve?
No, for health and safety reasons, any intimate product that has been opened or used cannot be returned. This is a strict part of their policy. Other products, like unsealed lotions or clothing without tags, are also generally non-returnable.
How long does the Adam and Eve return process take?
From the day you ship it, expect the full process to take 2-3 weeks. This includes transit back to the warehouse, inspection (5-10 business days), and the refund posting to your account. Exchanges may ship faster once the return is approved.
What is Adam and Eve’s return policy for wrong items?
If you received an incorrect item, contact customer service right away. They will provide a prepaid label for you to send the wrong item back and will expedite shipping of the correct product to you. You shouldn’t incur any cost for their mistake.
Does Adam and Eve accept returns in store?
Adam and Eve is primarily an online retailer. They do not have traditional brick-and-mortar stores for in-person returns. All returns must be processed through their online system and shipped back to their warehouse.
Can I get a cash refund from Adam and Eve?
Refunds are issued to the original form of payment. If you paid with a credit card, it goes back there. If you paid with a gift card, you get store credit. Cash refunds are not typically issued for online transactions, as there is no physical cash involved.
What if my return gets lost in the mail?
This is why tracking is essential. Once you drop off the package with the carrier, its status is your responsibility until it shows as delivered to Adam and Eve. If it gets lost in transit, you may need to file a claim with the shipping carrier using your tracking number.
Final Thoughts on the Policy
The Adam and Eve return policy is clear and relatively generous with its 90-day window. The key to success is understanding the condition requirements, especially for intimate items. Always ensure products are unused and in their original sealed packaging if you think you might send them back.
By following the step-by-step guide online and keeping your packaging, you can handle any return without stress. Remember to use the provided prepaid label and keep that tracking information safe until you see the refund in your account. Knowing the policy gives you the freedom to shop for what you want, knowing you have options if something isn’t quite right.