FAQs – Adorna

FAQs

  1. General Questions:

 

  • How can I contact you?

Kindly write to us at info@adornachennai.com. We will respond within 24 to 48 hours (excluding Saturday, Sunday & Public Holidays)

 

  • What is the status of my order?

We will send an Order Confirmation email to the registered email ID. It contains 4-digit order ID and order summary. Kindly ensure to check the inbox and spam folders for the email.

Once dispatched, we will send a Shipping Confirmation email which contains the tracking number and logistics name along with the hyperlink to track your order.

 

In addition, you can also check the status of the order (confirmed/shipped) in the ‘Order Status’ page found on the homepage, by entering the 4-digit order ID and Email address.

 

  • Can I cancel my order?

We process all orders immediately, as and when we receive them, hence cancellation is not available at Adorna. Kindly note that we do not have a cancel feature on orders once placed, irrespective of whether or not the order is dispatched from our facility.

 

  • Where do you ship?

We ship worldwide, however, website is currently enabled for orders with shipping within the limits of India. International orders will be taken via email/Instagram.

 

  • How long does it take to ship my order?

Once you’ve placed your order, we take 1 to 6 business days to process it for dispatch.

 

  • What is the delivery duration?

Delivery duration depends on the specific region the order is shipped to, kindly find region-wise information below:

 

Chennai: On the next day of dispatch

Kerala: 2 to 4 business days

Rest of South India: 2 to 3 business days

North India: 2 to 4 business days

East & West India: 4 to 5 business days

*Above duration is to be calculated from the date of dispatch.

 

  • How do you ship the orders?

We ship via reputed private courier agencies and also via India Post’s speed post services.

 

  1. Shipping & delivery:

 

  • Do you have COD facility?

At the moment, we do not provide COD facility.

 

  • How can I track my order?

Once dispatched, we will send a Shipping Confirmation email which contains the tracking number and logistics name along with the hyperlink to track your order.

 

  • What if I’m not home at the time of delivery?

The delivery agent will attempt delivery on the next day, kindly be available at the shipping address to collect the same.

Upon 2 failed attempts, the order will be returned back to us.

 

We will write to you via email to begin the re-shipping process. Re-shipping will be done upon payment of shipping charges only, either to the same address or an updated address.

 

  • Why did the delivery agent did not call me?

We do not promise that all delivery agents will call before attempting delivery or for clarifying address issues. We rely on third-party services for logistics and hence their working is not governed by us.

 

  • I have submitted wrong shipping address, how can I change it? Kindly write to us at info@adornachennai.com with the correct details and the 4-digit order ID. We can make the changes if the order has not left our facility at the time of your request.

 

  • I did not enter the full shipping address, what to do about it?

In most cases, we check the address before dispatch and contact the customer to get clarity on the address before dispatch.

However, if the order to shipped to incomplete address, the package will not be delivered to the customer and will be returned back to the sender.

 

Once we receive the package, we will re-ship it to the full & correct address (shared by you) upon payment of shipping fee.

 

  • What to do if my order is delayed?

If the order has not been delivered within the mentioned number of days, kindly notify us on info@adornachennai.com with 4-digit order ID immediately so that we can take further actions.

NOTE: In case of package missing or non-delivered, we are not liable if the issue is brought to our notice after 10 days from the date of order.

 

  • Can you postpone the dispatch of my order?

Yes, dispatch can be scheduled given that the order has not left our facility.

Kindly write to info@adornachennai.com from registered email ID along with the Order ID and preferred date of dispatch.

 

As an alternative, kindly leave a note along with your order (in ‘Order Notes’ section in checkout page) so that we can schedule the dispatch accordingly and the email part can be skipped.

 

  • Status shows 'Successfully delivered' but I have not received my order.

If the shipping address is an apartment/society/office, kindly check with the security at gate, as delivery agents are not allowed inside the premises in most cases.

Also, kindly check if anyone else at your home or next door have collected it, if in case you are not available at the time of delivery.

If the above 2 options fail and the order is not delivered within the mentioned number of days, kindly write to us on info@adornachennai.com with the order details and we will look into the issue.

NOTE: We are not liable if you raise a complaint after 10 days from the date of order.

 

  • Earrings stems are bent in my order.

Earring stems are purposefully bent in some case in order to avoid damage during transit and is not considered a defect. Kindly straighten them by slight pressure, no tool required.

 

  • Stones came off the product.

In most rare cases, stones might come off due to transit shock and can be stuck back using regular glue.

Each piece will be individually packed; hence the stone will be left in the cover.

 

  1. International Shipping:

 

  • Do you deliver internationally?

Yes, we ship worldwide via DHL or FedEx services.

 

  • How long will it take for delivery?

Delivery in 5 to 7 business days from the date of dispatch.

 

  • Cannot place order on website.

Website is not enabled for international orders at present. Kindly send a screenshot of the cart items via email at info@adornachennai.com or via Instagram direct message. Our team will guide you further on the order process.

 

  1. Other questions:

 

  • Do you accept returns?

We do not accept returns. Refer Returns, Refunds & Cancellation policy here.

 

  • Do you have a physical store?

We currently don't have any physical stores under our brand name.

 

  • Is there a warranty?

We do not provide warranty/guarantee for imitation jewelry. However, we offer the best quality available and they do not fade/lose color quickly.

Kindly ensure to take proper care of the articles.

 

  • Is a package opening video necessary?

Yes, a package opening video right from the opening of the outer cover is required in order to claim the damages if any. Kindly ensure that there are no cuts/pauses and that the damage is clearly seen in the video.

 

 

 

 

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