FAQs

Frequently Asked Questions

1. Delivery – Shipping Cost

We deliver the products from our warehouse (located in London) to UK and rest of the world via DHL courier or Royal Mail Tracked. 

Orders over £100 have free Next day shipping to UK destinations and are delivered in typically within the next business day, if ordered before 4pm. Standard delivery fee is £2.99 and are delivered in 2-4 business days. Standard delivery rates for international shipping will be displayed at checkout.

2. Payment

Which currencies can I shop in?
Our default shop’s currency is GBP but you can also make purchases in EUR or USD etc.
What payment methods do you accept?
For payments in EUR, GBP or USD we accept:
Visa
MasterCard
American Express
Visa Electron
PayPal
Apple Pay

3. Shopping and placing an order

Do I need an account to place an order?
No, you can place an order as a guest or a registered customer. An email address is all you need to start the order process. We recommend that you register for an account so that you can subscribe to our newsletter and easily place an order.

What happens once I have placed my order?
Once your order is completed and your payment has been received by us, we will send a confirmation email to you, advising that your order is being processed. Goods will usually be shipped within 3 working days of confirmation of your order.

I have forgotten my password: what should I do?
Simply follow the ‘Lost your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

Can I cancel or make changes to my order?
As your purchase will be prepared quickly for dispatch, please contact hello@adayahouse.com as soon as possible to make changes to an order. Unfortunately, once the order has been processed, we are unable to cancel it or to add any items, but we welcome you to place a new order for any additional pieces.

Please note that all items are non-refundable, but can be exchanged for another item(s) with the same value (subject to availability) or given in return for a gift card with the value of your order.

4. Product Authenticity
Are items authentic?
Our offering is expertly curated from the our sustainable luxury fashion brands around the globe and we guarantee all items are authentic. Authenticity cards and serial numbers may not always be included with your item if the designer has not supplied them. All items are brand new or as good as new.

How will my order be packaged?
Your order will be carefully packaged in a protective customer ADAYA bag to ensure it arrives to you in great condition. Additional branded items such as dust bags will be included if provided by the designer.

 

5. Returns & refunds
What is your returns policy?

All ADAYA House Shop items are final upon purchase and are non-refundable, however you are welcome to return and exchange an item for a different item(s) with the same value, or in exchange for a redeemable gift card. 

How do I prepare package for return?
Simply follow these steps to prepare your item:
Should you receive a faulty product or not the product you ordered and would like an exchange, open a return request ticket your profile and send an e-mail with product photos to hello@adayahouse.com. We will send you instructions on how to proceed within the next business day following your request. All return exchanges are subject to delivery charges.


Insert a copy of the ORDER NUMBER inside the package. If no number is subsequently found we cannot guarantee exchange for the goods returned.

When will I receive my refund?
As soon as your item is received and accepted, we will send an email to confirm the completion of your refund. Please make sure all returns are tracked and keep proof of receipt/tracking.

 

 

For any other enquiries, please contact us - hello@adayahouse.com