Return & Refund

1. Commitment and Contact Information

At Adonai Fashion, we are committed to providing a great shopping experience and high-quality, custom-made products.

If you have any questions or issues related to your order, please contact our customer service team via email: [email protected]. Our representative will be happy to assist in resolving issues within 30 days from the date you received your order.

2. Order Cancellation and Exchange Policy

a. Order Cancellation

Since the majority of our items are custom-made for each specific order, we have a limited window for cancellation or modification.

  • You may make changes or cancel your order within 6 hours from the time of placement, before the order moves into production status.
  • The production process typically begins quickly, specifically after about 6 hours after the order is placed, depending on the current work schedule and production volume.
  • To cancel or modify an order, please email us within 6 hours of placing your order.
  • After this time frame, the order cannot be canceled as it has already been processed.
b. Order Exchange

We do not support exchanges if the issue arises from your selection of the wrong size, design, quantity, or input of an incorrect address during checkout. We require you to carefully confirm all order details during the payment process.

If you successfully cancel your order within the 6-hour window, you may proceed to place a new order with the correct items and information.

3. Return and Refund Policy

a. Applicable Time Frame

Our return and refund policy is effective for 30 days from the date the order is confirmed as delivered. After this 30-day period ends, the order will be considered accepted by the customer, and all requests for refunds or returns will not be approved.

b. Cases Accepted for Return & Refund

Shop Fault

We will issue a full refund of the original order value (including original shipping costs paid) if the product meets the return conditions and falls under one of the following cases:

These are cases where errors arise from our production or shipping process:

  • Product arrives damaged.
  • Product has a clear printing error, significantly deviating from the ordered design.
  • The wrong design, wrong size, wrong material, wrong color, or wrong style was shipped compared to the confirmed order.
  • The product received is not the item ordered or significantly different from the original description on the website.
  • The product is lost during the delivery process.

Customer Remorse/Other

We also accept return requests in the following cases, even though they arise from the customer's choice. In these cases, we only refund the item value (excluding the original shipping cost):

  • The product does not fit (even if the correct size was chosen according to the size chart).
  • The customer no longer needs the product.
c. Condition of Returned Products

For a refund request to be approved, the returned item must strictly meet the following conditions:

  • The item must be in its original condition and in its original packaging upon receipt.
  • The item has not been worn or washed.
  • All original tags/labels must be intact and attached to the item.
  • The item has not been modified in any way.
  • We do not accept returns for very minor defects such as redundant threads that can be easily cut or fixed.
  • Except for errors under Customer Remorse/Other, returned defective items (Shop Fault) must be due to production or shipping faults.
d. Return Shipping Cost

Shop Fault Case: if the return arises due to an error on our part (defective product, damage, wrong item sent), we will cover the entire return shipping cost. We will provide a prepaid return label or refund the shipping cost after receiving and inspecting the product.

Customer Remorse/Other Case: If the return arises from your change of mind or selection (e.g., does not fit, no longer needed), you will be responsible for paying the return shipping cost. This cost will not be included in the refund amount. Estimated shipping costs may range from $5.00 to $15.00 depending on weight and location.

4. Return & Refund Request Process

Please send your refund request to the email [email protected] along with the necessary documentation.

To request a refund, you must provide:

  • Order ID
  • Proof of Purchase/Receipt
  • Specific reasons for return and refund
  • Proof of the defective items (photos/videos)
  • Screenshots of previous email communication (if any)

Our support team will respond to your request within 2–3 business days to confirm the eligibility of the request.

Mandatory Confirmation: You must absolutely not send the package back without receiving a confirmation email and detailed instructions from us. We are not responsible for lost packages or returns that are ineligible for a refund due to being sent without prior confirmation.

Upon receiving confirmation, please carefully package the product and send it to the processing address we provide.

Provide Shipping Information: You must use a traceable carrier and send the tracking number of the returned package to us via email [email protected]. If the returned package is not delivered to us, we will not be able to issue a refund.

5. Refund Processing

  • Once we receive and inspect the returned package, the refund processing will be completed within 1–2 business days. 
  • When the refund is issued, we will notify you via email and proceed to credit the full order value back to the original payment method.
  • Time for Funds to Reflect in Account: Please check your bank account or contact your credit card company. Depending on the financial institution's policy, the refund may take up to 10 days to be officially posted and appear in your account.
  • If you have completed all the steps above and still have not received your refund, please contact us immediately for assistance in checking.

Adonai Fashion sincerely thanks you for your trust and support.