FAQ

ORDER INFORMATION
Q: Where does Ava Adorn accept orders from?
A: We are able to accept orders within the 48 continental United States as well as Alaska, Hawaii and the U.S. Territories. We also accept orders from most international countries and territories. Certain restrictions may apply (i.e., embargoed countries and territories).

PLACING AN ORDER
Q: How can I purchase an item I saw online at AvaAdorn.com?
A: You may purchase directly from Ava Adorn by adding the item to your shopping cart, emailing sales@avaadorn.com or calling us at 361.ADORN.ME (361.236.7663). We can help walk you through the ordering process or manually run your credit card for you.

ORDER CONFIRMATION
Q: How will I know if my order is confirmed?
A: If you order directly from Ava Adorn, we will email you in one to three business days to notify you that your order has shipped and provide you with your tracking number. If you order through our eBay store, you will receive confirmation from both eBay and Ava Adorn. If you would like to check on the status of your order, log in and go to My Account. Or feel free to call us at 361.ADORN.ME (361.236.7663) or email ask@avaadorn.com.

CHANGES TO YOUR ORDER
Q: Can I make changes to my online order?
A: Because we pride ourselves in processing your orders quickly and efficiently, once your order has been confirmed, we can no longer cancel or modify your order (because it has already shipped). Please see our return policy for additional information.

PAYMENT
Q: What forms of payment does Ava Adorn accept?
A: We accept payment via credit card - Visa, MasterCard, American Express (through PayPal), Discover, and Diners Club. Debit cards are also accepted. We accept payment via PayPal to sales@avaadorn.com or avaadorn@gmail.com. You do not need to have a PayPal account to purchase directly from Ava Adorn. Rest assured that you will have a 100% Secure Shopping experience whether you check out with PayPal or with your credit or debit card.

If you would prefer to pay with a check, make the check payable to: "Ava Adorn" or "Ava Trinh Consulting, Inc." Product will not ship until the check has cleared the bank.

LOCATION
Q: Where is Ava Adorn located?
A: Ava Adorn is an online boutique. Your order will ship from San Diego, California, USA.

NO SALES TAX*
Q: Will I pay sales tax?
A: Enjoy no sales tax on every order.* Ava Adorn pays all applicable sales tax for orders shipped in the United States. Because we are a California corporation, we are required by law to charge sales tax on all purchases shipped to California addresses. International orders are not charged sales tax at the time of purchase, but may incur tariffs and duties in the customs process of the destination country. You will be responsible for paying any tariffs and duties incurred in the delivery of international orders.
*Does not apply to orders shipping to California.

SHIPPING
Q: When is my order shipped?
A: Orders placed during regular business hours (Monday through Friday, 9:00 a.m. to 5:00 p.m. PST) are typically processed and shipped within five business days. Orders placed on major U.S. holidays will be processed the next regular business day and shipped within five business days.

Q: How is my order shipped?
A: Purchases are typically shipped via USPS Mail, which gets your purchase to you within 2-5** business days once it leaves our hands, with tracking information and delivery confirmation provided. Signature Confirmation is available for purchase. We strongly recommend this option if your mailbox is unsecured or you've had issues in the past with stolen mail. (We will not guarantee free or discounted replacement of orders without this purchase.) If you request signature confirmation, you must be present to sign for your package. Any order over $300 will automatically be shipped with signature confirmation. Optional Insurance may also be purchased. To continue to offer you great deals and prices, we reserve the right to ship your product the most efficient way possible.
**Estimated USPS transit time. We do not guarantee shipping times or delivery or assume responsibility of our shippers. Average number of days may vary based upon origin and destination. Ava Adorn and Ava Trinh Consulting, Inc. hold no responsibility for USPS delays or lost or stolen orders. If an item is lost or stolen we will go through the channels available to resolve the issue.

INTERNATIONAL SHIPPING
Q: Are international shipments traceable?
A: Due to increased Homeland Security Measures, we can no longer offer USPS First Class Mail International as our standard shipping method. International customers may choose between USPS Priority Mail International and USPS Express Mail International. Both shipping options include tracking services, while USPS Express Mail International also includes up to $100 insurance. Please purchase additional Insurance if you require more insurance.

International shipping to Canada and all other countries will take 6-10** business days via USPS Priority Mail International and 3-5** business days via USPS Express Mail International. Once the shipment goes international, it is the customer's responsibility to contact the respective country's postal service for information.

International orders are not charged sales tax at the time of purchase, but may incur tariffs and duties in the customs process of the destination country. You will be responsible for paying any tariffs and duties incurred in the delivery of international orders.
**Estimated USPS transit time. We do not guarantee shipping times or delivery or assume responsibility of our shippers. Average number of days may vary based upon origin and destination. Ava Adorn and Ava Trinh Consulting, Inc. hold no responsibility for USPS delays or lost or stolen international orders. If an item is lost or stolen we will go through the channels available to resolve the issue.

FREE SHIPPING
Q: How do I qualify for free shipping?
A: Receive FREE standard shipping on your entire order over $50.00 (US domestic orders only). The shipping discounts will automatically be calculated when you check out. No code necessary! These shipping promotions do NOT apply for any orders purchased through eBay.

EXPEDITED SHIPPING
Q: What if I need the item to get to me even quicker than a week's time?
A: Choose the USPS "Express Mail" or "Express Mail International" option during checkout. Orders placed before 12 PM PST (noon) will ship that same day. Orders placed after 12 PM PST will ship the following business day. Your order will be sent with guaranteed 1-2 day delivery to most domestic locations. Express Mail International Delivery to Canada is estimated at at 2-5 business days. Express Mail International Delivery to other countries is estimated at 3-5 business days for many major markets. Average number of days may vary based upon origin and destination.

TRACKING YOUR ORDER
Q: How can I track the status of my order?
A: Your tracking number will be included in your shipment confirmation email from Ava Adorn, or in your order confirmation link on eBay. Tracking information can also be found in "Status History & Comments" under My Account.
NOTE: It may take up to 24 hours before your tracking information is available online at USPS.

GIFT ORDERS
Q: How do I place a gift order?
A: During checkout, you have the option to indicate "Gift Option." Price tags will be removed from the item(s) and a gift receipt with no pricing information will be included with the order. A gift receipt allows recipients to return or exchange gifts directly and doesn't show the price of the item(s). You may also include a brief message (up to 150 characters) that will be printed with the gift receipt. Please include "To" and "From" in your message.

GIFT CERTIFICATES
Q: How do I purchase and redeem a gift certificate?
A: Ava Adorn Gift Certificates are purchased just like any other item in our store. You can pay for them using the standard payment method(s). See our Gift Certificate FAQ for information on how to purchase and redeem a gift certificate.

Important Terms:
• Printed Ava Adorn Gift Certificates are transferable if the redemption code has not yet been redeemed.
• No minimum purchase is necessary to redeem our gift certificates.
• Multiple gift certificates can be redeemed on a single purchase. Just validate each individual code to place the balance of each gift certificate in your Gift Certificate Account.
• Unused balances are kept in your Gift Certificate Account and may be applied towards other purchases or sent to someone else.
• Ava Adorn is not responsible for lost or stolen gift certificates.
• Our gift certificates do not expire and do not accrue maintenance fees.
• Gift certificates are valid for online purchase only and cannot be redeemed for cash.

If you have a PayPal gift certificate that was purchased or given to you in 2011 (or prior to March 2012), you must have or register for a PayPal account to redeem this type of gift certificate. (To register, click Sign Up now.)

To redeem a PayPal gift certificate:
1. Visit www.AvaAdorn.com. Shop and find an item or items you wish to purchase.
2. Select PayPal as your payment option. Log in to your PayPal account.
3. When prompted, enter your gift certificate redemption code, which is part of the gift certificate that was emailed to you or given to you. It will look something like GFDEKU7QZMSGJWEN.
4. Follow the last steps to redeem your gift certificate.

Q: I've misplaced my printed gift certificate. Can I get a replacement?
A: For PayPal gift certificates, ask the person who purchased the gift certificate for you to reprint the gift certificate by going into his/her PayPal account. Navigate to the details of the Gift Certificate Purchase and click the link to see the printing instructions. You will then be able to reprint the gift certificate.

STORE CREDIT
Q: How do I redeem store credit?
A: If you’ve been issued store credit, it will automatically be available for you to use during checkout. Simply login to your account (you will see your store credit balance in the upper left-hand corner of each page), place the item(s) you wish to purchase in your shopping cart, and you will have the opportunity to use your store credit during checkout. There is no order minimum and you do not have to use your entire store credit balance on one purchase. Unused balances are kept in your account. Store credit does not expire and does not accrue maintenance fees.

PROMO CODES / COUPON CODES
Q: How do promo/coupon codes work?
A: Sign up and you'll receive your first promotion code immediately! Check your Spam folder if you don't see it instantly. Simply enter the promo code in the provided redeem box during checkout and your discount will automatically be applied to your order. If you wish to remove a coupon, you may enter a different coupon code, or you may type "REMOVE", and press Enter. Certain promo codes are unique and are only valid for one time use. Expiration dates of coupon codes vary by code. For more detailed information about a particular coupon code, check your code here.
NOTE: Discount Coupons may NOT be applied towards the purchase of Gift Certificates. Limit 1 coupon per order.

OUT-OF-STOCK ITEMS
Q: How do I place an order for an out-of-stock item?
A: While we make every effort to maintain an accurate supply of our stock, occasionally we run out of certain items. Most of the items you will find at Ava Adorn cannot be reordered because they are rare, one-of-a-kind items that were purchased overseas. For those items that can be replenished, we will accept pre-paid back orders. Send an email to sales@avaadorn.com and include the item name(s) and any details on size and color if necessary. You may also call 361.ADORN.ME (361.236.7663). It may take a few weeks to get the item(s) to you. If we cannot get the item(s) to you in 6-8 weeks, your order will be refunded in full.

Optionally, you may create a Back in Stock Notification request for that particular product. You may manage or update this notification at any time from the My Account section of your profile. By doing so, it increases the chances that we will replenish that item more quickly. You are not placing an order or obligated to purchase that item. You will simply be notified when it is back in stock.

SPECIAL ORDERS
Q: How do I find an item that I have NOT seen online at either AvaAdorn.com or your eBay store?
A: We can help pre-qualified customers through our Personal Shopper Program. Orders are handled on a case-by-case basis. Pricing varies. Please see our Personal Shopper page for additional information.

PRODUCT SPECIFICS
Q: I am having difficulty with my Ark & Co. dress zipper.
A: Because of the high-quality construction of the Ark & Co. dresses, the zippers tend to be more heavy-duty than dresses of lesser quality. The Ark & Co. dress zippers can be tough to unzip initially. Use Aquafor or petroleum jelly on the inside to loosen the zipper when you first unzip it.

Q: My watch isn't working properly.
A: Make sure you remove the plastic watch stopper from the stem before using the watch. After doing so, you need to push the stem all the way in to make sure it makes good contact with the watch movement.

Q: Water resistant vs. waterproof watches?
A: Most of the watches on our site are water resistant but not waterproof. Waterproof watches are watches that are suitable for diving. Water resistant watches are suitable for everyday use. They are splash/rain resistant. They are NOT suitable for showering, bathing, swimming, snorkeling, water related work or fishing.

Q: What is PU Leather?
A: PU leather, aka Bycast Leather, is Reconstituted Leather (small leather scraps) or Bonded Leather that is layered with thick Polyurethane to give it a sheen like real leather. PU (Poly) Synthetic Leather is a man-made material that will represent the look and feel of Genuine Leather. This material, for the most part, is waterproof and easily cleaned or maintained. It's great for purses and jewelry that encounter a lot of moisture and oil that comes from skin contact.

RETURNS / EXCHANGES
Q: What is your standard return policy?
A: As we understand you cannot try garments on before purchasing, we are happy to provide you with a no-hassle refund for whatever reason, as long as you are within our return policy. We also perform a quality inspection on all merchandise before it is packaged and shipped to you. However, if it arrives in less than perfect condition or you are simply not satisfied, just let us know.

You have 14 days from your order date to notify us about a return or defective item and 30 days for an exchange or store credit. Please reference your Order Number in all correspondence. Once approved, we will email you shipping instructions and the return mailing address. You then have 5 days to return the item via a traceable shipping method (we are not responsible for merchandise we do not receive). Immediately after shipping, please send the return tracking number to us at returns@avaadorn.com. Return shipping is the responsibility of the customer. We will cover the cost of standard shipping for the replacement item(s). The order will be refunded only if item is unused, unworn and ALL packaging (i.e. jewelry boxes) and tags are in place. Original shipping and handling fees are not refundable. Please allow up to 10 business days for processing the exchange or return. Exchanges and returns are processed in the order they are received.

Absolutely no refunds on special orders and wholesale orders.
Any items returned without prior authorization will be refused and sent back to the sender or will be subject to a 25% restocking fee.

REFUNDS
Q: How is a refund credited?
A: If you paid with a credit card, the money will go back to your card. It can take up to 30 days for the refund to show up on your card statement.
If you paid with your bank account (eCheck or Instant Transfer) or PayPal balance, the money will go back to your PayPal balance.
If you paid with a gift certificate, Adorn Me Bucks, or store credit, you will be refunded in store credit.
Refunds are in the same currency and at the same conversion rate as the original payment.

♥♥♥

At Ava Adorn, your satisfaction is our top priority. If you have a problem with a transaction or a product, just let us know and we will work with you to resolve the issue. You may call us at 361.ADORN.ME (361.236.7663). We will make every effort to respond to all customer service inquiries within 2 business days.

WE APPRECIATE YOUR SHOPPING WITH US AND THANK YOU FOR YOUR BUSINESS.