Exchange & Damaged Parcel Policy

Please read our policy carefully before making a purchase. We are committed to ensuring your satisfaction.

No Returns & No Design Exchange

We do not offer returns or design exchanges on any orders. All sales are final. Please ensure you select the correct product and design before placing your order.

Size Exchange Policy

We offer size exchanges only. If the size you received does not fit, you may request a size change under the following conditions:

  • The product must be unworn and in its original condition with all tags attached.
  • You must contact us within 7 days of receiving your order.
  • The replacement size is subject to availability.

Delivery Charges for Size Exchange

Sending the item back to us: The customer is responsible for all shipping costs when sending the product back to us for a size exchange.

Sending the replacement to you: Once we receive and verify the returned item, we will cover the delivery charges when sending the replacement product back to you.

Damaged Parcel Policy

If your parcel arrives damaged, we will replace the product. However, the following conditions must be met:

Video Proof Required

You must record a clear unboxing video showing the damaged product at the time of opening the parcel. This video must be submitted as proof when contacting us. Claims without video evidence will not be accepted.

1

You send the damaged product to us — shipping charges for sending the damaged item back to us are the customer's responsibility.

2

We verify the damage — our team will inspect the returned product and video evidence.

3

We send the replacement — once verified, we will send a replacement product and cover all delivery charges for sending it to you.

We Cannot Accept Claims If:

  • No unboxing video is provided for damaged parcel claims
  • The item has been worn, washed, or altered
  • Original tags are missing or removed
  • Contact is made after 7 days of delivery
  • The item was not purchased directly from adornstep.com
  • A design exchange is requested (only size exchange is permitted)
  • A return or refund is requested (we do not offer returns)

Need Help?

For size exchange or damaged parcel claims, contact our support team with your order number and any required video/photo evidence.

We aim to respond within 1–2 business days.

support@adornstep.com