Frequently Asked Questions

Welcome to our FAQ page. Here you'll find answers to common questions about our jewelry, ordering, shipping, returns, and more. If you need further assistance, please contact us through our Contact Us page.

1. Orders & Payments

What payment methods do you accept?

Available payment methods are displayed at checkout. These may include major credit and debit cards such as Mastercard, Visa, American Express, Paypal, and Gpay.

Can I modify or cancel my order after placing it?

If you need to change or cancel an order, contact us ASAP but within 24 hours. Orders may begin processing shortly after purchase, so changes and cancellations cannot be guaranteed once processing has started.

I entered the wrong shipping address. Can I correct it?

Please contact us immediately if your shipping address is incorrect. We will do our best to help if your order has not yet been processed or shipped. Once an order has shipped, address changes may no longer be possible.

I haven't received an order confirmation. What should I do?

Please check your spam or junk folder first. If you still cannot find your confirmation, contact us with the email address used at checkout.

2. Shipping & Delivery

Where do you ship?

We currently ship to Canada, the United States, and Australia. We will update this list as we expand. 

Where are your orders shipped from?

Our jewelry is shipped from fulfilment locations in North America and the United Kingdom, depending on the item and supplier. Your order's shipping origin may vary by product.

How much does shipping cost?

Our shipping rates are as follows:

• Canada: $15 CAD for orders under $100 CAD. Free standard shipping on orders of $100 CAD or more
• United States: $15 USD for orders under $100 USD. Free standard shipping on orders of $100 USD or more
• Australia: $20 AUD per order

Shipping charges are calculated and displayed at checkout. Free shipping applies to eligible Canadian and US orders before any applicable taxes, subject to the terms displayed at checkout.

How long does shipping take?

Delivery times vary depending on the item's shipping origin, destination, and carrier. Orders may require 1-3 days processing time before dispatch.

Country	Shipping	Cost
Canada	5-9 business days	$15 Flat  <$100
USA	5-9 business days	$15 Flat  <$100
Australia	7-14 business days	$20 Flat

Delivery times are estimates, not guarantees, and begin once your order ships. They may

Estimated delivery times will be provided at checkout where available. Please allow additional time during holidays, busy shopping periods, and unexpected carrier delays.

Will my order arrive in one package?

Not necessarily. Because our products ship from multiple fulfillment locations, items in the same order may be dispatched separately and arrive at different times.

If you receive one package before the rest of your order, please allow time for the remaining items to arrive.

Will I receive tracking information?

Yes, shipping confirmation and tracking details will be sent to the email address provided at checkout once your order has shipped.

Please allow some time for tracking information to become active after dispatch.

Will I have to pay customs duties or import taxes?

International shipments may be subject to customs duties, import taxes, or other fees imposed by the destination country. Unless explicitly stated otherwise at checkout, these charges are the responsibility of the customer.

We recommend checking your country's import requirements before placing an order.

What if my package is delayed, lost, or marked as delivered but hasn't arrived?

If your shipment is delayed, please check your tracking information and allow for any carrier updates. If your package appears lost or has been marked as delivered but cannot be located, contact us so we can help investigate with the carrier.

3. Returns & Refunds

What is your return policy?

Return eligibility depends on the destination of your order.

• Canada and the United States:  We offer 14 days to initiate the return. Please review the full policy for the applicable return window, conditions, and instructions.
• Australia: All sales are final. We do not accept returns due to shipping logistics preventing the ability to meet time frame requirements.

How do I request a return?

Please contact us before sending any item back. You can Start a return here or contact us by email at: help@adderandore.com

Please include your order number, the item you wish to return, and the reason for your request. 

We will review your request and provide the appropriate instructions via email within 48 hours. Please do not send returns to our office address without receiving authorization first. Any items received without proper identification will be returned to sender at your cost.

Can I return an item if I change my mind?

For eligible orders shipped out, change-of-mind returns are subject to the usual standard conditions and time limits in our Return Policy.

What if my jewelry arrives damaged, defective, or incorrect?

If something isn't right with your order please contact us within 48 hours of receiving it, with your order number, a description of the issue, and clear photographs of the item and packaging where relevant. We will do everything possible to make it right.

How long will my refund take?

Once an approved return or refund has been processed, the time it takes for the funds to appear depends on your payment provider and financial institution. Refunds are generally issued to the original payment method unless otherwise required by law.

4. Jewelry Care & Materials

What materials are your jewelry pieces made from?

Materials vary by design. Individual product listings specify the materials and finishes used for each piece, such as sterling silver, brass,  gold and silver plating, stainless steel, or other metals.

Please review the product description carefully before purchasing, particularly if you have metal sensitivities.

Is your gold-plated jewelry real gold?

Gold-plated jewelry features a layer of gold applied over a base metal. It is different from solid gold jewelry. Please refer to each product description for the specific plating and base materials.

Will gold-plated jewelry tarnish or fade?

Gold-plated jewelry can gradually wear or change in appearance with regular use. Exposure to moisture, perfumes, lotions, sweat, and cleaning products can accelerate wear.

With proper care, you can help preserve the appearance of your jewelry for longer.

Is your jewelry waterproof?

We generally recommend removing your jewelry before showering, swimming, exercising, or engaging in activities that expose it to moisture, chemicals,friction, or loss. 

How should I care for my jewelry?

To help maintain your jewelry's finish:

• Keep it away from perfume, lotions, and harsh chemicals.
• Remove jewelry before bathing, swimming, or exercising.
• Store pieces separately in a dry place to reduce scratches and tangling.
• Gently wipe with a soft, dry cloth after wearing.
• Avoid abrasive cleaners unless specifically recommended for that material.

Will the jewelry look exactly like the photos?

We make every effort to display our products accurately. However, slight variations in color or appearance may occur due to lighting, photography, screen settings, and the nature of the materials.

Please refer to the measurements and material descriptions provided in each listing.

5. Product Information

How do I know the size of a piece?

Product listings include available measurements, such as pendant dimensions, chain lengths, bracelet diameters, or earring sizes, where applicable. We recommend reviewing these measurements before ordering.

Do you offer hypoallergenic jewelry?

Not all pieces are suitable for sensitive skin. Please check the materials listed on the individual product page. If you have a known metal allergy and need clarification about a particular piece, contact us before purchasing.

Will an item be restocked if it sells out?

Restocks depend on supplier availability and may not always be possible. If an item is unavailable, contact us to ask whether a restock is expected.

6. Contact & Customer Support

How can I contact you?

Please reach out through our Contact Us page or send and email to help@adderandore.com. Including your order number will help us assist you more efficiently.

How long does customer support take to respond?

We aim to respond to inquiries within [1–2 business days]. Response times may be longer during weekends, holidays, or periods of high demand.

Thank you for shopping with us. We appreciate your support and hope you find something special in our collection.