returns, shipping & handling
RETURN POLICY
We completely understand that shopping online can be hard. If you find your order doesn’t fit properly or you have simply changed your mind, please don’t worry. We are more than happy to exchange your order with something of the same value, please see our full T&C’s below.
What can and can not be returned
Eligible items may be returned within 30 days of delivery, subject to the following conditions:
· Return requests must be submitted by email within 7 days of receiving your order. Requests made after this period will be declined. Once your return has been approved, the parcel must be lodged with the postal or delivery service within 30 days of the original delivery date. Returns lodged after this date will not be accepted.
· All garments must be returned in brand-new, unworn and unwashed condition with all pieces, tags and accessories included. Items must be suitable for resale. Returns that don’t meet these requirements will be sent back to you at your expense. These requirements also apply when an item is returned for assessment as faulty.
· Mystery gifts received as part of a promotion cannot be returned for an exchange or store credit. Please contact us if a mystery gift arrives damaged.
· Items from the following collections cannot be returned for an exchange or store credit: Mystery Boxes, Factory Seconds, Bondage & Toys, Nipple Covers and Sale or Clearance items. This includes items purchased during major promotional events such as our Warehouse and Birthday Sales.
Returning your order for store credit
We’re sorry your order wasn’t quite right. To request a return, please email hello@adorebys.com within 7 days of receiving your order. Return requests submitted after this timeframe will be declined.
Our team will provide instructions for returning your order. Once approved, your return must be lodged with the postal or delivery service within 30 days of the original delivery date.
Please allow up to 3 business days for your return to be processed once it arrives at our PO Box.
Customers are responsible for all return postage costs. Any postage paid on the original order will not be included in the store credit amount.
Faulty or incorrect items and sizes sent
We’re very sorry if you’ve received a faulty item, the wrong product or an incorrect size! Please email hello@adorebys.com within 7 days of receiving your order and include clear photos of the fault, size tag or items received.
Once the issue has been confirmed, we’ll provide return instructions and arrange a replacement of the same item in the same size at no additional cost to you.
Faulty items must be returned in their original, unworn condition to remain eligible for a replacement. Any incorrect items or sizes received must also be returned to us.
Refunds
Due to the intimate nature of our products, we’re unable to offer refunds for change-of-mind returns.
SHIPPING & HANDLING POLICIES
While we aim to post orders as quickly as possible, please allow up to 5 business days for your order to be shipped. All orders are dispatched from our warehouse in Newcastle, NSW.
We’re committed to reducing unnecessary waste wherever possible. Most orders are packaged in biodegradable tissue paper and sent without swing tags. Some collections may require additional packaging or tags to protect the items during storage and delivery. You can learn more about our environmental impact here.
Shipping cost
We offer free shipping on Australian orders over $150. Orders under $150 will be charged $13 for standard shipping.
Express shipping
Express shipping is available on Australian orders for an additional $20.
International shipping
We currently ship Australia-wide only and don’t offer international shipping.
Incorrect and incomplete addresses
It is your responsibility to ensure the shipping address provided at checkout is correct and complete. We understand mistakes can happen, so please contact us as soon as possible if you notice an error. We’ll do our best to redirect the parcel or arrange for it to be returned to us.
If Australia Post charges additional fees to redirect or resend your order, these costs will need to be paid by you before delivery or reshipment can be arranged.
Parcels returned to us
If your parcel is returned to us because the address provided was incorrect or incomplete or because it wasn’t collected, you’ll be responsible for any costs associated with retrieving or resending the order. Returned parcels will not be resent until these costs have been paid.
Please note, orders cannot be cancelled once placed and refunds are not available for returned parcels or change-of-mind reasons.
Cancellations
Once an order has been placed and payment has been completed, processing begins immediately. For this reason, orders cannot be changed or cancelled after checkout. Please review your items, sizes, shipping address and order details carefully before completing your purchase.
Order delays
Once an order has been dispatched, delivery timeframes and delays are outside our control. If your order is taking longer than expected, please contact us and we’ll be happy to investigate with Australia Post on your behalf.
Additional postage costs will not be refunded where an order was dispatched within our stated processing timeframe.
Orders cannot be replaced or refunded until Australia Post has completed its investigation and officially confirmed the parcel as lost.