Customer Service - FAQ's

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What happens after I place my order?

We will keep you up to date on the progress of your order. You will be sent a confirmation email which includes details of your order. Check delivery times depending on where you live. Once we despatch your order we will send you an email, so you can  keep a look out for your parcel.

 

What happens if I don't receive my order confirmation?

If you have placed an order but have not yet received an order confirmation and invoice email, please check your junk mail or spam folder in your email software. It could be the case that your email address was entered incorrectly or your payment was not processed. For assistance with an order please contact us.

 

Can I change my order after I've submitted it?

Sorry, no changes once you have completed checkout. If you are unhappy with your purchase once you receive it, send it back to us for a refund or take it to your nearest Adorne store for an exchange.

 

Oops I forgot my password, what do I do now?

If you don't know or have forgotten your password, head to the login link and click the 'Forgotten Password' link. Enter your email address and we'll send you another.

 

Can I order by telephone?

Yes, Simply call our friendly customer service team, Monday to Friday 9:00am to 5:00pm AEST,
Phone +61 7 3846 6366

 

I've never placed an order online before, is it safe?

Of course it is! Our Adorne online store payment gateway uses fully encrypted 128-bit security to ensure that your purchases are 100% secure.

 

How do I enter a Promo code?

All valid promotional codes need to be entered into the 'Redeem your Voucher' field in either the shopping cart or at checkout.

 

Can I send my order as a Gift?

You can send a gift to someone using the same method you would use to place an order for yourself. When you enter the checkout area all you need to do is replace the pre-populated shipping address with the recipients information. The goods will be delivered to the specified address without affecting your default address details for future orders.
You must specify the order is a gift by selecting the 'Gift wrap this order' check box at checkout. You can then also enter a personalized message for the gift card included. We will send the goods beautifully presented along with the card containing your message.
Please note there is a $5.00 charge for this service.

 

Can I send to multiple addresses?

No, we are not able to split shipments. You will need to create multiple orders if you wish to send to multiple destinations.

 

What about Stock availability?

New styles are placed on the site every week! Our aim is to bring you all the latest Adorne styles available to purchase through our online store. You have to be fast though because once our stock levels get too low we will remove the product from the website. 

 

I have seen something in your store that isn't online.

We aim to have all stock available online and in our stores, however from time to time we may sell out.  If that is the case, please email our friendly customer service team or call one of our stores and we will try our best to find the item for you. If you are emailing, please include the item code as well as the location of the store you saw it in. 

 

My order has not arrived. How do I track my delivery?

You are able to track your delivery - Once your order has been dispatched you will receive an email confirmation of your shipping details, which will include a tracking number.
Please click on the following link to track your order once it has been shipped:
http://auspost.com.au/track

 

I received my online order but I have changed my mind. Can I return my item?

If you have ordered the wrong item, colour or style you are welcome to return the item and receive a refund. More details are available on our returns page. If you need further assistance with an order, please contact us.

 

What if there is a missing or incorrect item in my order?

Even though we try our best, mistakes can happen. Please refer to our returns page for more details.

 

I've returned my items but I have't yet received my refund.

Refunds are processed as soon as we receive the returned items from you. Please allow 5-7 working business days for your refund to post to your bank or credit card account. If you have still not received your refund after this time frame, please contact us.



Can I return my online purchase to one of the Adorne Stores?

Yes you can return items bought online to any Adorne retail store. For hygiene reasons we cannot accept returns on earrings. Please ensure the goods are in their original condition with swing tags attached and remember to take your receipt which can be an invoice or a bank statement with you.  More details are available on our returns page.

 

Can I use my voucher online?

Absolutely, please enter the serial number into the 'Redeem your voucher' in either the shopping cart or at checkout.
Please note that Vouchers must be redeemed in full.

 

I'm looking for stock of a particular item.

You are able to search using the search function. You can search by product code, description or colour. If you still aren't having any luck, contact us or call into one of the Adorne retail stores. 

 

Do you deliver internationally?

Yes we deliver internationally to the following countries:  New Zealand, United States and the United Kingdom.
If you live outside these countries, please follow us on Facebook and we will update you when our policy changes.


Do I have to become an AdorneMe member to place an order?

If you are new to Adorne and don't wish to register for our loyalty program, you can still place an order as a guest shopper. By shopping as a guest you are not recognised on future visits, you will miss out on future promotions, competitions and our loyalty rewards for purchases.

Is the AdorneMe program I use instore the same as the online program?

Absolutely! You will be rewarded regardless of where you purchase. You can sign up to our AdorneMe program in person at any of Adorne store as well as online when you purchase. The same rewards, benefits and promotions apply whether you shop online or in store.
For further details on this very rewarding program please look at our AdorneMe page.

 

Oops I forgot my Adorneme, what do I do now?

If you don't know or have forgotten your password, click "Forgot Password?" Enter your email address and we will send you another… Hang onto this


I’m already an Adorneme member how do I shop online?

It’s simple! At the checkout find your Adorneme account by clicking “Find Me”. Enter your first name, surname and either phone/email or your Adorneme loyalty number (you can find this on your Adorneme card) and click “submit”. Then choose a password for your account and click “submit”. Continue to follow the rest of the steps of the checkout process.