Frequently Asked Questions
Clear answers about orders, payments, shipping, returns, refunds, exchanges, sizing, privacy and customer support.
Orders
How long does order processing take?
Orders are usually processed within 1–3 business days after placement.
When will my order be dispatched?
Orders are dispatched within 3 business days.
Can I cancel an order?
You may request cancellation before dispatch by contacting support@adornla.com. After dispatch, cancellation cannot be guaranteed.
Can I change the delivery address?
You may request an address change before dispatch. After dispatch, changes cannot be guaranteed and may depend on the carrier.
Payments
Which payment processor is used?
Payments are processed through Stripe.
Which primary cards are shown?
Visa, Mastercard, American Express, JCB, Discover and Diners Club are the primary card brands shown. Additional options may be available when displayed on the Payment or Checkout page.
Do displayed prices include tax?
Displayed product prices include applicable tax according to the website’s pricing configuration. Customs or import charges are separate.
Shipping
How long is transit?
Estimated transit time is 7–15 business days after dispatch. It is an estimate, not a guaranteed arrival date.
Is tracking included?
Yes. All orders include shipment tracking. Tracking information is provided after dispatch when tracking data becomes available.
How much is standard shipping?
Standard shipping is 6$. Orders that reach 50 qualify for free standard shipping.
Which carriers may be used?
DHL, UPS, FedEx, USPS or YunExpress may be used depending on destination, route and operational arrangements.
What happens if a parcel is lost?
Contact support@adornla.com. We review the tracking information and investigate with the relevant carrier. If the parcel is confirmed lost, we will offer reshipment or a refund.
Returns
How long do I have to request a normal return?
For items covered by the normal return policy, contact support@adornla.com within 14 calendar days after receipt.
Who pays return shipping for a normal return?
For a non-defective change-of-mind return, the customer pays the return shipping cost.
Who pays if the goods are damaged, defective, incorrect or incomplete?
The merchant covers the applicable return shipping cost for problem goods.
Is there a restocking fee?
No. No restocking fee is charged.
Where should I send a return?
Contact customer support first. The registered business address is not automatically the return address. Return instructions will provide the correct return destination and steps.
What is the EU right of withdrawal?
For eligible EU distance-selling orders, consumers generally have a statutory 14-day right of withdrawal from receipt, without needing to give a reason. Mandatory statutory consumer rights remain unaffected.
Refunds
How long does a refund take?
Our internal processing target for approved refunds is within 7 business days after returned goods are received and any necessary review is completed. Applicable statutory refund deadlines take priority, and banks or card providers may require additional posting time.
How are refunds issued?
Approved refunds are generally returned to the original payment method.
What happens to standard delivery costs under EU withdrawal?
Where EU statutory withdrawal applies, the standard original delivery cost is refunded as required by law. Extra cost from a more expensive delivery method chosen by the customer may be excluded to the extent permitted by law.
Exchanges
Are direct exchanges supported?
Yes. Direct exchanges are supported.
Who pays shipping for a normal exchange?
For size preference, change of mind or other non-defective exchanges, the customer pays both the return shipping cost and the replacement shipment cost.
Who pays for an exchange caused by damaged, defective, incorrect or incomplete goods?
The merchant covers the applicable return shipping and replacement shipping costs.
Sizing
Which sizes are covered in the general guide?
S, M, L, XL and XXL. General body measurements are for reference only, and product-specific size information shown on an individual product page takes priority.
Privacy and Security
Who should I contact about privacy?
Privacy, personal-data and cookie questions can be sent to privacy@adornla.com.
Should I email my full card number or security code?
No. Do not send a full card number, CVV, CVC, PIN or other card security code through ordinary customer-service email.
Customer Support
How can I contact customer support?
For order, shipping, tracking, returns, refunds, exchanges, sizing, payment or general support, contact support@adornla.com. Business hours: Monday-Friday, 09:00-18:00.