Returns and Refunds

Adorabella guarantees the quality of the items we manufacture

Adorabella guarantees the quality of the items we manufacture.

In the unlikely event you:

  • have received faulty goods, or
  • have been supplied incorrect goods

please contact Katie at Adorabella on 02 4871 2766 within 7 days of receipt of your items to discuss your return.  We will send you replacement items or issue a full refund if we cannot replace the items you purchased. Adorabella will also reimburse the cost of your return however you will need to contact us before you make the return to discuss best way to package the items and the best carrier to use in your circumstance and location.  Please be aware that we cannot reimburse the cost of your return if you do not contact us before you effect that return. It is advised that you send via a track & trace service and take your own insurance in case of loss in transit. Adorabella delivers to our trade customers under terms ex-factory and all risk is passed to you our customer once the goods leave our warehouse.

Please Note: Our wall hangings are shipped within their wrapping face-out as rolling our wall hangings this way prevents creasing to the wall hanging when rolled on their cardboard tube for transportation. Our wall hangings are steam-pressed and checked that they hang square and flat before wrapping. They are wrapped onto a cardboard tube to prevent distortion to the tapestry during transportation as sending wall hangings folded in a satchel may cause creasing and distortion.

Extreme care must be taken when opening the packaging so not to cut the tapestry with a sharp object. Adorabella cannot offer you an exchange or refund if you have damaged your wall hanging upon opening.

Who pays for the Return shipping costs?

You our customer will be reimbursed for the shipping costs for returning faulty or incorrectly supplied goods providing you have contacted us beforehand to discuss best carrier to use to effect your return. 

Colours – website Vs actual articles

We match the colours displayed on our monitors to the actual articles before loading the images to our website. It is impossible for Adorabella to predict how any colour will reproduce on your or any other monitor. 

Dimensions – website Vs actual articles

Dimensions quoted on our website are a close approximate and stated to the nearest centimeter (cm). Imperial dimensions are quoted to the nearest 1/4″ for cushions and nearest 1/2″ for wall hangings.

What you need to do for a return:

If we send you faulty or incorrect goods, please notify us within 7 days of receipt of the goods and we will provide instructions on how to effect your return.

For  wall hangings this may mean how to remove your weight bar (if your wall hanging was supplied with one), how to package your hanging rod (if one was supplied), and folding instructions.

For cushions this may mean removing the cushion insert.

We will re-imburse the return shipping costs for (your country’s) Postal Service and we will provide a full credit (or refund if you request one). Please note that we cannot re-imburse your return shipping costs if you do not contact us beforehand to receive our shipping instructions.

When & how is a refund applied.

Refunds are processed within within 3 business days of receiving your returned goods at our Mittagong (NSW, Australia) warehouse.

Refunds are made via the method with which you paid e.g. Credit Card purchases will be refunded by our payment gateway Stripe, PayPal payments will be refunded via PayPal etc. Allow up to 5 business days for refunds by Stripe to reach your account.

Goods must be returned in their original condition as sent to you. We cannot accept nor refund used items or items damaged by you or items soiled by you.

Contact us for return instructions

Please email: katie@adorabella.com.au with the details listed below to receive return instructions.

Please indicate:

  • Your Order Number
  • Your Invoice Number
  • A brief description and your reason for the return
  • If you are seeking a replacement, exchange or refund.

We will reply with specific instructions (as above) on how to pack your goods.

In the case of faulty, damaged goods or incorrectly supplied goods, we may also request that you send us a photo of the item(s) and the packaging before your return is effected.

Tracking your return parcel

If you are sending back via your postal service we strongly urge you to use a service that provides a “track and trace” feature e.g. registered post. We cannot refund for Goods Lost In Transit if you cannot provide Proof of Postage.

​International Customers – additional info.

International customers will need to boldly note on the outside of the packaging “Faulty Goods Returned to Supplier“ and nominate on your sending customs declaration a nominal value of $AUD 50.00.

This is important because in the absence of this notice, Australian Customs Service may treat your return as an imported article by Adorabella (one we have purchased) and levy Import Duties against us. If this important notice on the packaging is missed and we are charged import duties, we reserve the right to deduct those duties from your refund.

International customers please email ross@adorabella.com or telephone Adorabella on (+61) 2 4871-2766  M-Th (EST) 10:00 am – 4 pm with the details listed below to receive return instructions.

Please indicate:

  • Your Order Number
  • Your Invoice Number
  • A brief description and your reason for the return
  • If you are seeking a replacement, exchange or refund.

In the case of faulty, damaged goods or incorrectly supplied goods, we may also request that you send us a photo of the item(s) and the packaging before your return is effected. We will reply within 2 business days to help you with your return.

For more info regarding Returns for International Customers please click on the link below.
https://wholesaleclone.adorabellahome.com.au/staging/shipping-information/