FREE UK STANDARD DELIVERY On Orders Over £20 Use Code FREEUKPP At The Checkout


FAQ

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FAQs

What is a pre-order?

Pre-order items are items that are in high demand and sell out within hours of being added to our website, we offer you the chance to reserve these items on a Pre-Order which means you can add them to your basket and pay to reserve them until they come back in to stock. The despatch date will be displayed on the product page above the 'add to bag' button so you know when your order will be despatched. Occassionaly pre-order items can be delayed depending on when our delivery arrives.

Please note that if you have ordered more than one item along with the pre-ordered item then all items will be despatched together. If you require some of the items immediately please make two spererate orders.

In the unlikely event that a Pre-Order item is not available to be sent to you on the specified date a full refund will be given for that specific item.


I haven't received my dispatch email?

Despatch notification emails are sent on the day that your order is despatched and will be emailed to the email address stated when placing your order. If you havent received an email from us please check your spam folder. If you still havent received an email from us then please contact us using the Contact Us form.


What methods of payment do you accept?

We accept all major debit and credit cards including Visa, Mastercard, American Express, Maestro as well as direct PayPal payments.

Do I need to have a PayPal account to make a purchase?

No, you are not required to have a PayPal account to purchase with us you can still make a safe and secure payment through PayPal as a guest by simply inputting your card details after checkout.


How secure is the payment?

All payments are processed via PayPal, one of the most trusted payment gateways in the world. PayPal uses the highest level of encryption and data security to ensure your details are protected. Paypal securely processes the payment but does not share any of your sensitive payment information.

Can I return an item?

Yes, returns are accepted providing they are returned within 14 days of receipt and must be unworn and in perfect re-saleable condition with all tags still attached. Please fill in your returns form and include it in your parcel so that we can process your refund. Refunds are usually processed within 14 working days of us receiving them.

Please note that return postage charges are the customers responsibility, we also recommend using a tracked service as we can not be held responsible for lost parcels. Pierced earrings and pierced ear cuffs can not be returned due to hygiene reasons.

Under the Distance Selling Regulations you the consumer have an unconditional right to cancel a contract inside the given timescale and receive a refund within 30days.

Please note earrings and pierced ear cuffs cannot be returned under the Distance Selling Regulations unless faulty.

We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy, as such these items may be returned to you at your expense.

Items should be returned to Adorning Ava Returns, 2 Sevenoaks, Heaton Moor, Cheshire, SK4 4AW.


Can I exchange an item?


Yes, simply fill out the returns form and state that you would like to exchange the item and please provide us with the product code of the item you would like.

What if I have a faulty item?

We thoroughly check all items for faults prior to sending them out to you but if you find that you have received a faulty item please send your item back to us stating the fault on your returns form, please also state whether you would prefer an exchange or refund. In these circumstances if your item is found to be faulty you will receive a full refund including postage costs.


What if I have received the wrong item?


In the unlikely event that you receive the wrong item please email us at returns@adorningava.com so we can assist you. We will try to send out the correct item to you but if the item is no longer in stock we will issue a full refund.

Can I amend my delivery address?


We aim to process orders received by 2pm the same day so if you have made your order before 2pm you can email us with amendments and we will do our best to help you.

How long does standard delivery take?

UK standard delivery takes 1-3 working days and is free on orders over £20 when entering the code FREEUKPP at checkout. Orders placed before 2pm are usually despatched the same day and orders placed after 2pm are despatched the next working day. European delivery takes 3-5 working days and International delivery takes 5-7 working days. Please see our Delivery page for full details of delivery charges.


Do you offer next day delivery?

Yes we offer Next Day delivery to UK customers only, the cost for this service is £6.75. To add the extra postage cost to your bag please click here. Orders need to be placed before 2pm Monday to Thursday, orders placed after the 2pm cut off or during Friday to Sunday will be delivered the following working day.


Do I need to sign for my parcel?

Yes, all orders are sent using a tracked delivery service and will require a signature, if you are out when delivery is attempted Royal Mail will leave a 'while you were out' card so you can either collect your item from your local delivery office or contact them to rearrange delivery for a more suitable time. Once your order has been despatched we will email you with your Tracking ID so you can track your order, please note parcels can only be tracked once delivery has been attempted.


What if my order is lost in the post, will I be reimbursed?

If you have not receievd your order within 7 working days we will need to raise an investigation with Royal Mail which usually takes 5-7 working days. Once we have confirmed that your order has been lost we can either refund your order for you or re-despatch your order (stock willing).


How do I use a discount code?

To redeem your discount code simply add the items you wish to purchase to your bag, proceed to the checkout page and enter the discount code in the discount box and click 'update your bag total' your total amount will then be recalculated.


What happens if I forget to enter my discount code?

If you forget to use your discount code and your transaction has already been processed unfortunately there is nothing we can do.


What happens if an item is out of stock?

We understand that it can be frustrating if there is a particular style that you wish to purchase and it is out of stock! We would advise you to keep an eye on our Back In Stock section as we aim to restock styles every two weeks. If an item is out of stock that you have purchased we will contact you to advise you and to ascertain whether you would prefer a refund for this item or to wait for the next delivery.


I'm trying to complete my order but there is a technical issue?

If you are experiencing any technical problems whilst trying to use our site please Contact Us so we can investigate the issue for you.


Do you work with bloggers?

Yes we are always looking for new bloggers to work with, please see our Bloggers page for details.


My query is not listed above.


Please Contact Us and a member of our team will get back to you as soon as possible to help you.

Adorning AvaFAQ