FAQs | Adorabella

Payment options

Can I pay by Credit Card, PayPal, Direct Transfer or Cheque?

Yes - by credit card – Mastercard, Visa or Amex only. Payment by this method speeds the processing and delivery of your order and is our preferred payment option.

Yes - by PayPal.

Yes – by direct transfer to our bank account. After placing your order we will email you the Australian Dollar amount and our bank details if you choose this payment option.

Yes - by cheque. Australian Customers: Please allow 1 week for posting your cheque and 1 week for clearing. After placing your order we will email you the Australian Dollar amount if you choose this payment option, and process your order once your cheque funds have cleared.
Intewrnational Customers: by bank cheque drawn onthe Commonwealth Bank of Australia and made payable to Adorabella. Please allow 3 weeks for posting and one week for the clearing of your cheque.

When do I get charged for my order?

Credit Card: We charge your credit card just prior to processing your order.
PayPal: As soon as your payment is received into our PayPal account.
Direct Transfer: We will send you an invoice shortly before processing your order with our bank details. Once payment is received we will process your order.
Cheque: We will present your cheque immediately upon receipt and process your order ASAP thereafter once your cheque has cleared at the bank.

If you choose to pay by cheque or Direct Transfer we will send you an invoice and you can make your payment after receiving that invoice (not before please). Our bank account details will be on your invoice.

We invoice you only after we have checked that all items you have ordered are in stock.

Do you accept COD?

For Australian Customers: Yes – by COD Australia Post for. You will be notified by Australia Post when your goods have arrived at your local Post Office and you will need to make payment to them.
For International Customers: Sorry - COD is not possible.

I notice on your website that you use e-Path as your on-line credit card payment gateway. Is this secure?

Adorabella engages e-Path as our payment gateway as it is the most secure method to make credit card payments on-line as your credit card and identity details are not permanently stored in some database, storage device or network somewhere. Furthermore, Adorabella does not handle your credit card data online via our website ensuring added security. The e-Path gateway is PCI DSS compliant and fully protected by THAWTE SSL (Secure Socket Layer) and also complies with CDU (Critical Data Unplugged), a new initiative born from police and law enforcement advice the world over on how to achieve the ultimate security for critically sensitive data transmitted via the internet.

You can also play an important role in keeping your personal information secure e.g user name and password, by not sharing that information with friends or anyone else. To read more about e-Path payment gateway click here.

Pricing

Why do prices differ between your website and stores that stock your goods?

Stores with which we trade do not have to sell at our Recommended Retail Price (RRP) and can set their own price for items they sell in their own store. This may mean lower or higher prices charged by the stores relevant to their own commercial circumstances and their necessity to remain viable.

Returns and refunds

Under what circumstances can I make a return and get an exchange, replacement or refund?

For information on our Returns & Refunds Policy see our Returns and refunds page.

Please Note: Under no circumstances can any return be effected via our Stockists unless that item was purchased from that stockist.

Payment processing, order processing, and delivery times

How long after my payment is processed will it take to receive my order?

Payment processing takes place 1-5 days after you place your order if you have paid by credit card.

Order processing takes place within 1 day after Payment Processing as we do not process your card until we are about to process your order. The reason for the delay in processing your card until just prior to processing your order is simply one of fairness as we don’t believe we should process your card, hold your funds for days before we can commence processing your order.

Order processing may take 5-10 business days depending upon the time of year. For more information on Order Processing Times see Shipping Information.

Delivery can take 2-6 business days (after processing your order) depending on where you live in Australia. For more information on Delivery Times see Shipping Information.

Information on Wall Hangings - Repairs & more

Are Adorabella wall hangings hand woven?

No – except for those models noted as such under the section "Clearance Specials". With the exception of the Chinese hand woven models, or expensive hand woven models from Europe and elsewhere nor are similar models sold throughout the world (via the internet or by other means), despite some of the colourful rhetoric. Most of the tapestries commercially available today (with the exception of hand woven models) are woven on a Jacquard Loom.

In 1757 Jacques de Vaucanson developed a low warp (basse-lisse) loom that was improved by Joseph Maree Jacquard (1752-1834). This loom was to be the pre-curser of the technique used in the Jacquard looms of today, and increased the speed at which tapestries could be reproduced.

Weft yarns (left to right) of different colours are woven from the back of the fabric to the face of the tapestry to form the design, the purpose of which was to imitate hand woven tapestry.

Today, many forms of Jacquard weaves of varying qualities are incorporated into the manufacture of Jacquard tapestries. Different makes of Jacquard loom impart their own "fingerprint" or look to the tapestry they produce and these tapestries usually derive their name from the place (or workshop) of manufacture eg. Halluin, Gobelin, Louvieres and Loiselles (France).

I received my wall hanging rolled on a cardboard tube. Why is this?

Many businesses minimise the shipping costs of their wall hangings by removing the weight bar or by supplying a weight bar in two parts (sewn into the bottom of your wall hanging) so that the item can be folded. Great for minimizing shipping costs but not so great for ensuring your wall hanging will hang perfectly.

Our primary commitment is to providing wall hangings that will hang as perfectly as possible and not suffer from distortion due to the way they have been handled and packed in an effort to minimize shipping costs to the business.

Depending on your order and your location, we use Australia Post or Fastway Couriers or Cope Sensitive Freight to deliver orders as they provide the most reliable service at the best rates we can negotiate. We do not mark-up the shipping costs we pass on to you.

We manufacture the items we sell. That’s why we offer such a strong guarantee as to the quality of our items. To see our guarantee see Shipping Information.

Part of our manufacturing process (by all means this list is not complete) involves manufacturing and fitting the backs to our wall hangings, inserting a continuous weight bar (for stabilization when hung) ) into the bottom of our wall hangings, steam pressing our wall hangings, and wrapping them on a 90mm diameter cardboard tube for dispatching.

This ensures the wall hanging arrives to you in perfect order ready for hanging. We could fold them in an effort to get them to you at less cost to us but we risk delivering wall hangings with creases that may be hard to remove and can distort the wall hanging. We strongly recommend you read information at How we do Things Here.

Why is the wall hanging rolled face-out? Doesn’t this increase the risk of damage to the wall hanging when opening?

We roll the wall hanging face-out because this minimises the risk of creasing and distorting the wall hanging when packaged or stored. However there is a trade-off as this does increase the risk of damage when opening but we believe this risk to be the lesser of two evils.

Therefore, please take extreme care when opening your wall hanging. Be extra careful if using scissors to open the packaging and avoid using box cutters or knives as they do not allow the same degree of control as scissors. Adorabella cannot offer you a refund or exchange if you have damaged your wall hanging upon opening.

If you are storing your wall hanging for any length of time we urge you to store it laying down and not standing up in order not to distort the tapestry when stored standing.

I purchased a wall hanging whilst travelling overseas and it will not hang properly and that irritates me. Can I send it to Adorabella for repair?

Yes! We will need to see a photo of the problem to provide you with an estimate for the repair; however we reserve the right to revise that estimate (up or down) once your wall hanging has been delivered to us and we can carefully ascertain the extent of the problem.

You will have to send your wall hanging to us at your cost. You can however fold it to send to us as this will minimize shipping costs to you. We can remove any creases if they occur during transit with our repair processes.

We strongly urge you to send to us via a method that provides Proof of Sending (eg Registered Post) as Adorabella will not accept responsibility for goods lost in transit. It will be far less expensive for you to send to us direct rather than have us organise collection from you.

We will send it back to you at your cost pressed & rolled for the reasons mentioned in the answer to the question "I received my wall hanging rolled on a cardboard tube. Why is this?".

We also guarantee our repair. If it does not hang correctly after our repair we will pay for the return shipping costs and the outbound shipping cost in getting your wall hanging back to you.

What causes some wall hangings to hang poorly?

There can be many causes but the most common causes are:

the backs have not been manufactured and/or fitted correctly causing the wall hanging to distort or sag. Sagging usually occurs towards the lower half of the wall hanging and the front face balloons out from the backing fabric.
the front face of the wall hanging has not been properly prepared before fitting the backing fabric causing the wall hanging to be out-of-square. This makes the tapestry hard to bring back into square when fitting the backing fabric.
sometimes the makers simply rush fitting the backs and distort an otherwise correctly woven and rolled front face.
the hanging rod anchor brackets on the wall are not square.
the hanging bracket is a curtain bracket (or the like) that has the wall hanging sitting too far off the wall.

If fitting backs to wall hangings can cause so much bother why have the backing at all?

Because a correctly fitted backing will hold the shape of the wall hanging for many years to come.

What makes Adorabella hanging brackets so different?

Our hanging brackets are especially designed to suit our hanging rods that allow our wall hangings to hang as close to the wall as possible - thereby maximizing the appeal of the wall hanging by reducing wavering and distortion.