Returns

Adorabella guarantees the quality of the items we manufacture. See "How we do things here" for more information about the way we do things and why we confidently provide our strong guarantee.

In the unlikely event you

  • have received faulty goods, or
  • have been supplied incorrect goods, or
  • are unhappy with your goods,

you may make your return within 7 days of receipt of your goods and we will issue a full refund for the cost of the goods purchased.

Note: Our wall hangings are shipped within their wrapping face-out. They are shipped this way to minimise distortion to the tapestry when rolled and wrapped. Therefore extreme care must be taken when opening the packaging not to cut the tapestry with a sharp object. In the case of our wall hangings, Adorabella cannot offer you an exchange or refund if you have damaged your wall hanging upon opening.

Who pays for the Return shipping costs?

We are so confident that you will be delighted with our wall hangings and cushions that we guarantee the quality of our workmanship.

Although returns for faulty workmanship are rare, you may ship back at our cost (i.e. no cost to you) any wall hanging or cushion that is faulty or supplied incorrectly. "Faulty" includes wall hangings that do not hang correctly.

If you are sending back faulty goods and requesting a replacement for the same item, we will send that replacement to you at our shipping cost also (again, no cost to you). Similarly, incorrectly supplied goods will be replaced at our shipping cost.

Change of Mind

If you change your mind upon receipt of your goods, notify us within 7 days of receipt and we will take back your item for a full refund for the value of your goods, but we are not able to pay for the shipping costs for that return nor for further shipping costs in getting a replacement article to you. So please choose carefully.

See "Contact Us" below for further instructions on how to effect your return.

Colours - Website vs Actual Articles

Colour reproduction of articles on our website is a close as possible to actual articles.

The devices that you use to view our website all show colours differently (however slight that difference may be). Because we have no control over which device you use it is not possible to return items at our cost items in case you believe an item is not coloured the same as it was displayed on your device.

However, we will accept the return of any article at your cost (without penalty), if you are not happy with the colour. Such returns will be treated as "Change of Mind" and the same return procedures apply.

See "Contact Us" below for further instructions on how to effect your return.

What You Need To Do:

If we send you faulty or incorrect goods, notify us within 7 days of receipt of the goods and we will provide a Return Authorisation Number (RAN) and instructions on how to effect your return. We will pay the shipping costs to effect your return with your country's Postal Service and we will provide a full credit (or refund if you request one).

See "Contact Us" below for further instructions on how to effect your return.

Back Orders and Split Orders

In the event that an item is temporarily out of stock or on backorder we will hold your order until the entire order can be shipped in one delivery.  If you instruct us to split an order, the shipping costs for the backorder(s) are at your cost. We will advise you if any item is on back order and if you are unhappy with the situation you can cancel your entire order or the backorder at this time. We do not process your credit/debit card until immediately prior to processing your order.

Proof of Purchase

All return requests must be accompanied by any one of the following Proof of Purchase documents:

  • Credit Card Receipt
  • Tax Receipt or Invoice

When is a refund applied to my credit card?

Your refund will be applied to the credit card on which you made the original payment within 5 business days of receiving your returned goods at our Mittagong (NSW Australia) workshops. Goods must be returned in their original condition and we cannot accept nor refund used goods or goods damaged by you.

Contact Us

When you contact us about your return we will give you instructions on how to best package the return to us.

  • In the case of our wall hangings this may mean instructions on how to remove the tapestry weight bar (if your tapestry was supplied that way), how to package the hanging rod (if one was supplied) and folding instructions.
  • ​In the case of cushions this may mean removing the cushion insert (if your cushion was supplied that way) and folding instructions.

International Customers - Please Note further shipping instructions:
International customers will need to mark on the outside of the packaging "Faulty Goods Returned to Supplier"  and include on the outside of the packaging a copy of your invoice. The reason being that 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. Should any article be returned without this important notice on the packaging and we are charged import duties, we reserve the right to deduct those duties from your refund. 

Please either email ross@adorabella.com, or telephone Adorabella on (+612) 4871 2766 between the hours of 9.30am and 6.00pm (EST) East Coast Australia, to receive return instructions and your Return Authorisation Number (RAN).

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. If you contact us by email, we will reply within 2 business days to help you with your return.

Note: If you are sending back via your carrier or Postal Service due to a Change of Mind, we strongly urge you to use a service that provides a “track & trace” feature e.g. registered post. If you choose your carrier to effect the return it is at your risk and we cannot refund for Goods Lost In Transit.