Ordering & Shipping

PURCHASES
Should any issues arise during the processing of your order, you will be notified via email with details of the problem or a request for further information. In certain instances, we may need to verify your order with your card issuer. We always strive to minimise delays and dispatch your items as promptly as possible.
To ensure the security of your payment, we may require additional verification if there is a discrepancy between the name registered on the order and that of the credit card holder. This verification process may result in a delay of up to 7 business days. This precaution is implemented to safeguard our customers against fraudulent or unauthorised transactions. Should further verification be necessary, customers will be contacted via email.
Once you have received the tracking number for your order, no further changes or modifications to your personal, shipping, or order information can be made. Please ensure that all details are accurate before completing your purchase.

SHIPPING
ACT ADORNED's shipping policy outlines the terms and conditions for our delivery services, including shipping costs, delivery times, shipping protection, and the management of lost or damaged items. By placing an order, you agree to the terms set out in this policy. Please note that all delivery times are estimates and commence once your order has been dispatched. Orders are shipped via our preferred couriers: DHL, FedEx, and UPS, with all shipments originating from Italy. We provide worldwide shipping, though delivery times and costs may vary depending on your location. Kindly be aware that actual delivery times may be affected by factors beyond our control, such as customs clearance, carrier delays, or public holidays. ACT ADORNED is not responsible for delays caused by such circumstances.

TRACKING
Upon dispatch of your order, you will receive an email containing the tracking number. Additionally, you can access details of your purchases by signing in to your account and navigating to the "Order History" section, where you can also view past orders and initiate returns. Alternatively, you may enter the provided tracking number directly on the courier’s website to track your delivery.

PACKAGE DELIVERY
The delivery of products will be carried out in accordance with the courier's delivery policies in effect at the time in your country. Your purchase(s) will be sent to the delivery address provided when placing your order. If you have designated a third-party delivery address, this will authorise us to deliver the product to that specified address. The courier may confirm delivery through various methods, including obtaining the recipient’s signature on a delivery confirmation slip, photographing the package at the delivery address, geolocation/geotagging, or a combination of these or other methodologies as applicable from time to time. The courier's confirmation of delivery, in line with their policies, will serve as the sole, official evidence of delivery.

You will not be eligible for a refund if:

• You fail to sign the delivery confirmation slip;
• A person other than yourself or someone authorised by you signs the delivery confirmation slip;
• You do not collect a package from the courier’s warehouse in a timely manner after a failed delivery attempt;
• You live in a location where packages are delivered to a shared area, and the package is stolen after delivery.

In certain cases, the delivery partner may offer optional services for your order, including:

• Opting out of signature upon delivery (signature release);
• Redirecting delivery to a neighbour, reception, or security desk;
• Scheduling a delivery date;
• Collecting from a nearby collection point.

By selecting any of these options, including any default preferences set with our delivery partner, you acknowledge and agree that ACT ADORNED will not be liable for any loss or damage arising from the use of these delivery options.

IMPORT CHARGES & CUSTOMS
Shipping costs do not cover any import charges, taxes, or customs duties that may be applicable to your order. Customers are responsible for settling any additional customs fees or taxes imposed by their country upon delivery. We are unable to provide refunds for these charges. We advise you to review your local customs policies for detailed information on potential fees or delays before placing an order. Payment of these fees is required to release your order from customs upon arrival.

We are actively working on updating our website to incorporate all related import charges, taxes, and customs duties into the total price at checkout, ensuring you will not need to make any further payments to the courier upon import.

Please note that under the Trade Facilitation and Trade Enforcement Act of 2015, U.S. Customs may collect duty fees if you have more than one shipment entering the United States on the same day with a combined value exceeding $800 USD. This regulation applies to all your shipments, not just orders from ACT ADORNED. For further information, please visit the U.S. Customs and Border Protection website.

INTERNATIONAL SHIPPING & CUSTOMS CLEARANCE
For shipments outside the European Union, ACT ADORNED partners with reputable customs agencies, including FedEx (www.fedex.com), DHL (www.dhl.com), and UPS (www.ups.com), to ensure a seamless and efficient customs clearance process. We provide all the required documentation to facilitate this procedure. With our extensive experience in international shipping, we are committed to offering prompt and dependable service to our global clientele. Please be advised that any delays caused by customs are beyond our control, and customers may be required to liaise directly with their local customs office.

LOST OR DAMAGED PACKAGES

Please note that shipments are not insured. In the event your package arrives damaged or with missing items, kindly follow the steps below:

1. Contact ACT ADORNED: Notify us immediately by emailing hello@actadorned.com with the subject line "Lost or Damaged Package." Be sure to include your order number, a description of the damage or loss, and any relevant photographs of the damaged package or items.
2. File a Claim with the Carrier: ACT ADORNED will assist you in filing a claim with the carrier. We will keep you updated on the progress of the claim and work collaboratively to ensure a satisfactory resolution.
3. Resolution: Based on the outcome of the investigation, ACT ADORNED will provide either a replacement of the item(s), store credit, or a refund to the original payment method.