Useful Info & Help

Need more help? Contact our Customer Service team at info@adkn.co.uk We aim to reply to all emails received during working days within 24-72 hours (except weekends and public holidays, when the waiting time might be longer).

Payments

ADKN accepts the following payment methods: Visa credit and debit cards; Mastercard credit and debit cards; Maestro; American Express; Visa Electron; PayPal; And other major credit and debit cards. All payments will be processed in GBP (Great British Pound) currency. For safety and security, all details entered during your check-out must match the credit card, debit card or other method of payment chosen. For payments via PayPal, the account must match the name shown on your government issued identification document. ADKN reserves the right to cancel any order that does not comply with this criteria or other security conditions or our terms and conditions. The payment will not be charged until your order has been accepted. However, depending on your bank or chosen method of payment, a pre-authorised or pending transaction may appear. Full payment will be taken for pre-orders or Couture Custom orders immediately upon placing the order. All orders are placed with ADKN LTD, a UK entity. Your card issuer or other chosen method of payment provider may apply other bank charges. If your card or other method of payment is in a different currency other than GBP, the final price will be charged in the currency of your payment method, which will be calculated and charged by your payment provider or card issuer. ADKN holds no power over these charges, nor can we predict the amount. For further information, please contact your payment supplier or issuing authority prior to placing an order.

 

Returns and Refunds

We offer free returns to all orders within the UK. No returns or exchanges will be accepted on the Fabric/Materials orders or on face masks due to these being made to order and/or for hygiene reasons.

All items must be in their original condition, unworn, with all tags and care labels attached and in the original packaging for your return to be accepted and a full refund to be issued.

We reserve the right to send back to you any items returned that do not match this criteria. In that instance, a refund will not be issued. In the unlikely event should you want to return your order please submit your request by logging into your customer account here. Requests must be made within 14 days of the order being received. Items can also be returned to our studio in person. Once a return has been received, it will be checked to ensure it meets our return criteria and a full refund will be issued to the same method of payment used when making the purchase. We aim to process all returns and refunds within 14-20 days from when the return is received by us.

Please note, our made-to-order/pre-order items can only be returned for an exchange or credit.

Please email us at info@adkn.co.uk if you want to request an international return.

 

Item Exchange

Exchanges can be offered on any returned/defected items that are eligible for a return. Please return the items you wish to exchange in their original condition, unworn, with all tags and care labels attached and in their original packaging. Upon receipt and confirmation of the return, you will receive an email confirming the exchange and the requested item in the requested size and/or colour will be sent back to you. However, should the return not meet the return eligibility criteria, the item(s) will be sent back to you and a refund will not be issued.

 

Order Cancellation

In the event of order cancellation whether by the customer (within the one hour timeframe) or by us, the orders will not be charged. However, you may notice, depending on your payment method, that the amount still shows up as blocked in your account. This may take up to a few working days (depending on your provider) to be released back to you. Any orders can be cancelled within 1h or being placed.

 

How can I track my order?

Please refer to the dispatch confirmation email from us. You will find detailed guideline of how you could track your order if it was sent using one of our tracked services. For further details please get in touch with our customer support team: info@adkn.co.uk

 

My order has not been delivered yet - what do I do?

Our delivery partners make every effort to get your order delivered on time. However, due to unforeseen circumstance sometimes it might seem challenging. In such a rare occasion, if your order has passed the date of delivery, please contact our customer service team: info@adkn.co.uk with order details.