At ADORNIO, we are committed to providing clear and reliable support throughout your shopping experience. If you have any questions or experience an issue with your order, delivery, or product, our Customer Service Team is available to assist you.

CUSTOMER SERVICE

For after-sales assistance, please contact us:

Email: adornioservice@gmail.com
Tel: +1 415 702 8790
Service Hours: Monday–Friday, 9:00 AM–6:00 PM
Time Zone: Hong Kong Time (HKT)

We normally respond to customer inquiries within 1 business day during our service hours.

HOW CAN WE HELP?

Our Customer Service Team can assist you with:

• Order status and tracking
• Shipping and delivery issues
• Damaged or defective products
• Incorrect or missing items
• Returns and refunds
• Order cancellations or changes
• Product questions
• Other after-sales concerns

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive a damaged, defective, or incorrect item, please contact our Customer Service Team and provide your order number and photos showing the issue.

We will review the information and provide an appropriate solution based on the circumstances. Available solutions may include a replacement, refund, or other reasonable resolution.

If a return is required because the item is damaged, defective, or incorrect due to our error, we will be responsible for the applicable return shipping cost.

MISSING ITEMS

If an item is missing from your order, please contact us with your order number and details of the missing item.

Some orders may be shipped in more than one package. We will first review the shipment information and then assist you with the appropriate solution.

SHIPPING AND DELIVERY ISSUES

If your package is significantly delayed, tracking has not updated for an extended period, or the tracking information shows an unusual delivery exception, please contact our Customer Service Team.

We will review the available tracking information and, where necessary, work with the relevant logistics provider to investigate the shipment.

RETURNS

Return requests should generally be submitted within 30 days after receiving your order.

Before returning an item, please contact our Customer Service Team so that we can confirm the return information and assist you with the return process.

Return Address

Address: ROOM 104, 1/F, ENTERPRISE BUILDING, 228-238 QUEEN'S ROAD, CENTRAL, HONG KONG

Please keep the product in its original packaging where applicable.

After sending your return, please provide us with the tracking number or proof of shipment so that we can identify the return and process your request.

For returns due to personal reasons, the customer is generally responsible for the return shipping cost.

If the return is required because we sent a damaged, defective, or incorrect item, we will be responsible for the applicable return shipping cost.

For complete information about return eligibility and conditions, please refer to our Return & Refund Policy.

REFUNDS

Once a return has been received, inspected, and approved, the applicable refund will be issued to the original payment method.

Approved refunds are generally processed by us within 1–3 business days. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Original shipping charges are generally non-refundable unless otherwise required by applicable law or the return is caused by an error on our part.

ORDER CHANGES AND CANCELLATIONS

If you need to change or cancel an order, please contact us as soon as possible.

We will try to accommodate your request if the order has not yet entered processing or shipment.

Once an order has already been processed or shipped, changes or cancellations may no longer be possible. In this situation, you may need to wait for delivery and follow the applicable return procedure.

IMPORTANT RETURN INFORMATION

Please do not send a return without confirming the return information first.

We recommend using a shipping service that provides tracking and keeping your shipping receipt until your return has been processed.

ADORNIO is not responsible for return packages that cannot be identified or tracked due to missing shipment information.

OUR AFTER-SALES COMMITMENT

We review customer concerns individually and aim to provide a reasonable solution based on the order status and the nature of the issue.