Refund policy

Last Updated: August 13, 2026

At Adelora, customer satisfaction is our highest priority. This Return & Refund Policy sets out our return window, eligibility criteria, return procedures, refund timelines and related terms for all orders placed via www.adelora.shop.

Please also refer to our Shipping Policy and Payment Policy for further information.

14-Day Cooling-off Return Period

We offer a statutory 14-day cooling-off return period. You may submit a return request within 14 calendar days from the date you receive your order.

To be eligible for return, goods must satisfy all of the following:

  • Unworn, unused and in original condition
  • All original labels and tags attached
  • Original packaging intact where applicable
  • Accompanied by your order number or order confirmation

Items failing these requirements may be rejected for return.

How to Request a Return

Initiate your return request by emailing hello@adelora.shop within the 14-day cooling-off window. Please provide:

  • Your order number
  • The email address used at checkout
  • Reason for returning the items

Do not send goods back until you receive official return instructions from our support team.

Return Shipping Costs

Customer Responsibility: For returns due to size issues, style preference or change of mind, the customer is responsible for return delivery charges.

Adelora Responsibility: If you receive damaged, faulty or incorrect items, Adelora will cover valid return shipping costs after verification and arrange a replacement or refund.

Damaged, Faulty or Incorrect Goods

Inspect your parcel immediately upon delivery. Contact hello@adelora.shop within 48 hours of receipt with clear photographs of the outer packaging and damaged items so we can resolve your enquiry promptly.

Non-Returnable Items

The following goods cannot be returned:

  • Items marked Final Sale on product pages
  • Customised or personalised products
  • Goods that have been worn, washed, altered, stained, or missing original tags and packaging

Exchanges

Direct exchanges are not guaranteed for all stock. If you require a different size or style, return your eligible item and place a new order. For faulty or incorrectly dispatched products, contact support for tailored solutions.

Refund Processing

Once we receive and inspect your returned goods, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 3–7 working days. Banks and card providers may require additional processing time before funds appear in your account.

Original Delivery Charges

Initial delivery fees paid at checkout are non-refundable unless the error is caused by Adelora, such as incorrect or damaged items dispatched by us.

Restocking Fee

Adelora does not charge restocking fees on any eligible returns.

Return Address

Always contact support before returning goods. Once approved, we will supply the authorised return address and shipping guidance. Please write your order number clearly on the outside of the parcel to speed up processing.

Contact Information

If you have any questions about returns, refunds or damaged items:

Brand Name: Adelora

Website: www.adelora.shop

Email: hello@adelora.shop

Phone: +44 3836 611105

Business Address: 2 Coyle Ave Drongan, Ayr KA6 7BB United Kingdom

Support Hours: Monday – Saturday: 9:00 AM – 6:00 PM BST Sunday: Closed

We aim to respond to all customer messages within 24–48 working hours.