FREQUENTLY ASKED QUESTIONS
01 - What payment options do you accept?
We accept all forms of Visa, Mastercard, Zip Pay, Stripe and PayPal for online purchases
02 - I made a mistake. Can I change my order?
Please email us firstname.lastname@example.org and include as many details about the changes required as possible, and the first and last names associated with the billing address on the purchase. Note that orders cannot be cancelled or changed once they have been shipped. If you are unsatisfied with your purchase once it has been shipped, please wait until the package arrives and send it back to us for a return.
03 - Can I custom order a product?
If the product you want does not have an option for customisation, email us at email@example.com and we will let you know if your request can be accommodated.
04 - Do you offer discount deals?
All ADJOAA customers receive 10% off their first purchase and $10 off any second orders over $100. Subscribe to our newsletter and like us on Facebook to be the first to hear about our special promotions.
05 - I have a discount code. Where do I use it?
Apply your discount code in the ‘Promotion Code’ field at checkout.06 - How do I use a gift card on a purchase?
Each virtual gift card comes with a unique code.. Apply your code in the ‘Promotion Code’ field at checkout. Visit our gift card page for more information.07 - How long are gift cards valid for?
There is no expiry date on our gift cards.08 - I haven't received a confirmation email, what should I do?
If you haven't received an order confirmation email, it is likely the result of one or two things:
Your order wasn’t placed and processed.
You have entered an incorrect email address with your order.
If you are certain that the email address linked to your order is correct, please check the spam folder in your emails for your order confirmation. If you still cannot locate an order confirmation, please email us at firstname.lastname@example.org.
01 - Where is my order shipped from?
All orders are shipped directly from the brands and designers on ADJOAA. Your order will arrive in ADJOAA packaging.
02 - What packaging do you use?
All ADJOAA orders are packed using recycled paper and compostable bags.
03 - What carrier do you use for domestic shipping?
We use local postal services and our affiliate courier companies for most of our domestic orders in the UK and Ghana. Larger packages will be mostly delivered by courier. We offer two-day and overnight shipping within the UK and Europe. In the event an item in your order is back-ordered, customer service will contact you and make appropriate arrangements.
04 - How do I know my order has been shipped/ How can I track my order? Once your order is shipped, you will automatically receive a shipment notification email with a tracking number. If for any reason you do not receive your shipping confirmation email and your order date within five (5) business days, please let us know by emailing email@example.com. We will be happy to find out what is going on with your order.05 - If I order multiple items, will they come in individual shipments?
It depends on the timing of your order. If you order multiple items within 24 hours, it will be rare for items to be shipped individually. In those instances where items are mailed separately, you will receive multiple tracking numbers through our shipment notification emails for each package.06 - My tracking number doesn’t work or is invalid.
Tracking numbers often take a few hours from the time they are generated to become active. We recommend waiting at least 24 hours from the time of receiving the notification email before tracking your package. Often tracking numbers will not become active until a package has reached the shipping hubs. This can take a few hours after packages have been picked up from our distribution centre.
05 - Do you ship internationally? Yes, we ship to all locations that DHL ships to. If you cannot find your country or province, please email us at firstname.lastname@example.org
06 - How much does shipping cost?
We offer free domestic and international shipping for orders over certain price points. Please refer to our shipping and delivery pricing schedule.
Note that international orders may be subject to import duties and taxes which you (the customer) have to cover.07 - What currency will I pay in?
You can choose between an option of currencies that suits you best. If your local currency is not available, you will be charged in British Pounds.
08 - What carrier do you use for international shipping?
International shipment is via our local postal services in the UK and Ghana, and DHL.
09 - I’m an international customer. Can I return or exchange my order?
Unfortunately, we cannot facilitate exchanges for international customers due to customs and currency fluctuations. The original item purchased will need to be returned for a refund, and a new order will need to be placed for the replacement item.
10 - What is the estimated duty/tax on international orders?
The duty and tax can vary greatly depending on the country the order is shipping to, the amount of the order, and other factors. Some countries and provinces have no import duties or taxes, while some countries and provinces have high import fees, and some have additional duties and taxes for luxury goods including clothing.
11 - Is duty included in my international order?
No. Shipments outside the UK may be subject to taxes and import duties based on the destination country. The customer is responsible for all taxes and customs duties. Unfortunately, ADJOAA has no control over these charges.
12 - How long does it take for my package to arrive?
The time for your package to arrive can vary greatly based on the destination country, the shipping service you paid for, and other factors including how long it takes your package to clear customs.
RETURNS AND EXCHANGES
01 - What is your return policy/ can I return or exchange an order?
Full-priced items may be returned for a refund if the product is in brand new condition, with original packaging and proof of purchase or exchanged within fourteen (14) days of receipt of your order. Sale items are final and cannot be returned or exchanged. All returns will incur $5.00 USD processing fee that will be deducted from your refund amount. Exchanges are always complimentary and free of charge.
02 - How do I return or exchange my order?
If you wish to return a non-sale item purchased from us, please ensure that you make your return within 14 days of receipt to be considered or returned. Products must be unworn with tags in place. You need to include a hardcopy of your original order confirmation email in the package. Please visit our returns form and follow the instructions to log your return and/or exchange. A $5.00 USD return processing fee will be deducted from your refund amount once the return is processed.
03 - Can I return my product after 14 days?
No. We strongly advise customers to thoroughly check the product and try it on when it is received to ensure you are satisfied with the product. Refunds and exchanges will not be permitted after 14 days from the date of receiving your purchase. Shoes must be returned with their original designer packaging and unworn. Shoes returned without their original boxes will not be accepted.
If you receive a faulty product, please notify us immediately and the item will be exchanged subject to availability or a refund processed.
04 - How long does a return or exchange take to process?
We aim to process requests for returns and exchanges within 2-3 business days after the product has undergone our quality control checks to ensure the product has not been worn and that the tags are still in place. If goods are eligible for a refund, the refund will be made within 14 days of receipt of the items by ADJOAA.
For exchanges, we typically process the exchange one to two business days after the original items are received. Once your exchange has shipped back out, you’ll receive an automated email letting you know of the shipment along with a tracking number. Exchanges will be shipped to the appropriate postal services for your destination.
05 - Will I be charged for shipping on my return or exchange?
All returns will result in a $5.00 USD processing fee that will be deducted from your refund amount. Exchanges are always complimentary and free of charge.
FITTING/SIZE GUIDE01 - Do you have a sizing guide?
Yes, you can view our fit and size guide here.
02 - How do I care for my purchased product?
We recommend hand wash or gentle machine wash for our clothing. Most of the items have care instructions. If you have further questions, please email us at email@example.com
01 - How do I become a stockist or retailer?
The ADJOAA team is always on the hunt for great stores and boutiques to partner with to support our talented family of designers If you are interested in carrying any of our designers product, please contact us here.
01 - What is your customer service contact info?
You can contact the team at firstname.lastname@example.org and we'll be happy to assist you with your queries within 24 hours.
01 - Do you offer internships?
Yes. CV's can be submitted to email@example.com. The team regularly post information about internship opportunities on our career page so key an eye out.
We wanted our village to know of some of the supportive community of people and companies that have collaborated with us or given their time, skills and expertise to help us come this far on our journey. STUDIOCHENCHEN; BALLET-SEASON;