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
Orders can be returned within 30 days of receipt however there are a few things to keep in mind:
· All garments which you would like to return to us for an exchange must be in brand new condition (unworn and unwashed) and are ready to be sold again. If you return something which is not acceptable, it will be returned to you at your own cost.
· Any mystery gifts provided in promotions are not able to be returned for exchange or store credit. If a mystery gift is damaged, please contact us to discuss further.
· The following collections can not be returned for exchange or refund: Clothing, Mystery Boxes, Factory Seconds, Bondage & Toys, Nipple Covers and Sale/ Clearance.
Please note, all returns are to be discussed and assessed via email before return.
Returning your order for store credit
We're sorry your order wasn't quite right! Please send us an email to hello@adorebys.com within 30 days of receiving your order. Please understand that if you contact us after 30 days, your request may be declined. Our team will send through details on how to return your order. Please allow up to 3 business days for your returned parcel to be processed by our team once it arrives to our PO Box.
Please note: you are responsible for return postage costs and any postage paid on your original order will not be included in your store credit value.
Faulty or incorrect items and sizes sent
Eek!! We are SO sorry. I promise this was a mistake and we would love to get this fixed as soon as possible for you. Please send us an email to hello@adorebys.com within 30 days of receiving your order along with some images of the faults, size tags or the items you received. All faulty items can be returned to us and will be replaced with the same item, in the same size at no further costs to you.
Please note: any faulty items must be in their original unworn condition to be eligible for return or replacement. Incorrect sizes or items must be returned to us.
Refunds
Unfortunately due to the intimate nature of our items, we are unable to offer refunds for change of mind reasons.
SHIPPING & HANDLING POLICIES
All orders are shipped within 1 business day from our warehouse in Newcastle, NSW.
We are trying to be as environmentally friendly as possible, so your orders are sent with the environment in mind! Your order will arrive wrapped in biodegradable tissue paper and without swing tags. You can see our full environmental impact here.
Shipping costs
We offer free shipping on Australian orders over $100. Orders under $100 will be charged $9.99 for standard shipping.
Express shipping
Absolutely! Express shipping is available on Australian orders for an additional $15.
International shipping
We currently ship to New Zealand, US, Canada, UK and Europe. Shipping costs are calculated at check-out. If you live somewhere that is not listed here, please contact us here for an personalised shipping quote.
Incorrect and incomplete addresses
While it is your responsibility to ensure your shipping address is correct, we also understand mistakes happen so please don't stress yet! Please contact us as soon as possible here and we will attempt to redirect your parcel or have it returned to us. If we are charged new shipping costs from Australia Post to redirect to resend your order, these costs will be passed onto you prior to delivery.
Parcels returned to us
Should your parcel be returned to us due to an incorrect or incomplete address, you will be responsible for all charges to resend and/ or retrieve your order. Please know, orders will not be resent until payment has been made. As per our Return Policy, we are unable to offer refunds for change of mind reasons.
Cancellations
Orders can only be cancelled if they have not yet been processed and sent. Please know there is a 25% restocking fee of the total order (including postage) for cancelled orders.
Order delays
Once an order has been dispatched, any delays are beyond our control. However, if your order is taking longer than the usual delivery time-frames, we are happy to investigate on your behalf, please contact us here. If your order was sent within our normal handling times, additional postage will not be refunded if your order is delayed.
Orders will not be resent or refunded until deemed as lost by Australia Post.