Frequently Asked Questions
How long will my order take?
Orders are normally processed within 2–3 business days. Standard transit is normally 7–15 business days after dispatch, while remote destinations may require 20–30 business days. Total estimated delivery time is processing time plus the applicable carrier transit time. These are estimates and may be affected by customs, weather, carrier disruptions, or peak-season volume.
How do I track my order?
When tracking is available, we will email tracking information after dispatch. Carrier systems may need time to show the first scan. If tracking remains unchanged for an unusual period, contact info@adornjoys.com with your order number.
Can I change or cancel an order?
Email info@adornjoys.com within 12 hours after placing the order. Include your order number and the email address used at checkout. We cannot guarantee a change or cancellation after processing, personalisation, production, or dispatch has begun.
What if my address is incorrect or the package cannot be delivered?
Contact us as soon as possible. Customers are responsible for providing a complete and accurate address. If a package is returned because of an incorrect or incomplete address, refusal, failed delivery, or failure to collect, reasonable return and reshipping charges may apply.
What if my order is damaged, incorrect, or incomplete?
Email info@adornjoys.com within 7 days after delivery. Include the order number, a description of the issue, and clear photos of the item, packaging, and shipping label where available. After review, we may provide a replacement, send a missing item, or issue an eligible refund.
What is the return period?
You may request a return within 14 days after confirmed delivery. The item must meet the conditions in our Return & Refund Policy. Contact us before sending anything back; unauthorised returns may not be accepted.
Do exchanges require the original item to be returned?
Yes, unless customer support confirms otherwise in writing. The returned item must pass inspection before a replacement is sent, and replacement availability is not guaranteed.
Are shipping charges refundable?
For a standard return, the refund covers the eligible product purchase price only. Original shipping, return shipping, duties, taxes, and other third-party charges are not refundable unless the problem was caused by us or applicable law requires otherwise.
How can I contact Adornjoys?
For customer service, email info@adornjoys.com. Adornjoys is operated by Adslion media Limited, registered at OFFICE 5, 8/F, MEGA CUBE, 8 WANG KWONG ROAD, KOWLOON BAY, KOWLOON, HONG KONG.