FAQ

Last updated: 9 Oct 2026

Orders

How do I place an order? Browse our collection, choose your size, add items to your cart and head to checkout. Enter your shipping and payment details, then confirm your order.

Will I receive an order confirmation? Yes. You'll receive a confirmation email as soon as your order is placed. If it doesn't arrive within an hour, check your spam or promotions folder, then contact us.

Can I change or cancel my order? We start preparing orders quickly, so please email info@adelefontaine.com as soon as possible with your order number. We can make changes or cancel only before your order has shipped.

Do I need an account to order? No, you can check out as a guest. Creating an account lets you track orders and check out faster next time.

What if an item is out of stock? Sold-out items can't be added to your cart. If an item becomes unavailable after you order, we'll contact you and refund that item in full.

Shipping and Delivery

How much does shipping cost? Shipping is free on all orders delivered within the United States, with no minimum spend.

How long will my order take to arrive? Most orders arrive within 6 to 13 business days of being placed:

Stage	Time
Processing (preparing and packing your order)	1–3 business days
Transit (with the carrier)	5–10 business days
Total estimated delivery	6–13 business days

Business days are Monday to Friday, excluding US public holidays. Orders placed on weekends or holidays begin processing the next business day. Delivery times are estimates and may be longer during sales, holidays or carrier delays.

How do I track my order? Once your order ships, you'll receive a shipping confirmation email with a tracking number and link. Tracking can take up to 24–48 hours to update after dispatch.

Will I have to pay any taxes or customs fees? No. All prices include applicable taxes and customs charges, so there's nothing extra to pay on delivery.

My tracking shows delivered, but I haven't received my package. What should I do? Check around your property, with neighbors and your building's mailroom, and wait 24 hours as carriers sometimes mark parcels delivered early. If it still hasn't turned up, contact us with your order number and we'll open an investigation with the carrier.

What if I entered the wrong shipping address? Email us right away. We can update the address only before your order ships. We are not responsible for orders delivered to an incorrect address entered at checkout.

Returns and Exchanges

What is your return policy? You can return eligible items within 30 days of delivery for a refund.

What condition do items need to be in? Items must be unworn, unwashed and unaltered, with all original tags attached and in their original packaging. Items that show signs of wear, odors, makeup or damage may not be accepted.

Are any items non-returnable? For hygiene reasons, underwear, swimwear (if the hygiene liner is removed), earrings and face coverings can't be returned. Items marked as final sale are also non-returnable.

How do I start a return?

Email info@adelefontaine.com within 30 days of delivery with your order number and the items you'd like to return.
We'll reply with return instructions and the return address.
Pack the items securely and send them back, keeping your proof of postage.

Please don't send items back without contacting us first, as unauthorized returns may not be processed.

When will I get my refund? Once your return arrives and passes inspection, we'll issue your refund to the original payment method within 5–7 business days. Your bank or payment provider may take a further 5–10 business days to show the credit.

Can I exchange an item for a different size? The quickest way to get a different size is to return your original item for a refund and place a new order, so you don't miss out while stock lasts.

What if my item arrives damaged, faulty or incorrect? We're sorry. Contact us within 7 days of delivery with your order number and photos of the item, and we'll arrange a free replacement or full refund.

Payments and Pricing

What payment methods do you accept? We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay.

What currency are your prices in? All prices are shown and charged in US Dollars (USD). If your card is issued outside the US, your bank may apply its own conversion or foreign transaction fees.

Are taxes included in the price? Yes. All prices include applicable taxes and customs charges. The price you see at checkout is the price you pay.

Is my payment information secure? Yes. Payments are processed by PCI DSS-compliant providers over encrypted connections, and we never store your full card details.

Why was my payment declined? Common reasons include incorrect card details, a billing address that doesn't match your card, insufficient funds, or your bank's security checks. Please check your details or contact your bank, or try another payment method.

Can I use more than one discount code? Only one discount code can be used per order unless a promotion states otherwise. Codes must be entered at checkout and can't be applied after an order is placed.