Frequently Asked Questions
WHERE ARE THE PRODUCTS SHIPPED FROM?
Our products are processed by our fulfilment partner in Ningbo, China, and shipped directly to customers in the United Kingdom.
HOW LONG DOES DELIVERY TAKE?
The estimated total delivery time is 6–12 business days. Processing normally takes 2–3 business days. After dispatch, delivery usually takes a further 4–9 business days.
HOW MUCH DOES SHIPPING COST?
Standard shipping within the United Kingdom is free. There is no minimum order value and no additional packing or handling charge.
WILL I HAVE TO PAY CUSTOMS DUTIES OR IMPORT CHARGES?
No. Adelaide London covers the customs duties, import VAT and clearance charges associated with a correctly processed shipment.
If you are unexpectedly asked to make a payment upon delivery, please do not pay it without first contacting us at info@adelaide-london.uk.
WHICH CARRIER WILL DELIVER MY ORDER?
Final delivery within the United Kingdom is normally handled by Royal Mail or another local delivery partner. Other international logistics providers may transport the parcel before it enters the local delivery network.
WILL I RECEIVE TRACKING INFORMATION?
Yes. Once your order has been dispatched, you will receive a shipping confirmation with a tracking number where tracking is available for the relevant shipping route.
It may take several business days for the first tracking information to appear while the parcel moves between the international and local carrier networks.
CAN I CHANGE OR CANCEL MY ORDER?
Contact us as soon as possible at info@adelaide-london.uk. Changes or cancellations before dispatch are only possible while the order has not yet been processed or shipped, and cannot be guaranteed once fulfilment has begun.
This does not affect any statutory cancellation rights available under UK consumer law.
HOW CAN I RETURN AN ITEM?
You can request a return within 30 days after delivery by emailing info@adelaide-london.uk.
Please include your order number and identify the item you wish to return. If the item is damaged, defective or incorrect, include clear photographs where reasonably possible.
We will then provide the applicable return instructions. Please contact us before sending anything back.
WHO PAYS FOR RETURN SHIPPING?
For a return due to a change of mind, incorrect size selection or preferred colour change, you are responsible for the cost of returning the item to our international return warehouse in China.
For a confirmed incorrect, damaged or defective item, Adelaide London will pay or reimburse reasonable return costs where required by law. Contact us before returning the item so that we can approve the shipping method, provide a prepaid label where available or arrange reimbursement.
WHAT CONDITIONS APPLY TO A RETURN?
For a voluntary return, the item must be unworn, unused and undamaged, except for handling reasonably necessary to inspect it. All original tags and accessories must be present. Where reasonably possible, return the item in its original packaging with the order number or other proof of purchase.
These conditions do not restrict your statutory rights concerning faulty, damaged, incorrect or misdescribed goods.
WHEN WILL I RECEIVE MY REFUND?
After receiving and inspecting the return, we will notify you by email.
Approved voluntary refunds are normally issued within 7 days to the original payment method. For statutory cancellations or faulty goods, refunds are issued within the period required by UK law.
Your bank or payment provider may require additional time for the credit to appear in your account.
CAN I EXCHANGE AN ITEM?
We do not offer direct exchanges. For a different size or colour, we recommend returning the original item and placing a new order.
For a confirmed incorrect, damaged or defective item, we may provide a replacement where appropriate and available. Your statutory rights remain unaffected.
WHICH PAYMENT METHODS ARE ACCEPTED?
The payment methods currently available are displayed at checkout. Payments are securely processed through Shopify Payments or the payment provider indicated during checkout.
HOW CAN I CONTACT CUSTOMER SERVICE?
For questions about products, orders, delivery or returns, contact us at: