Help

Simple – you create an account as part of placing an order, just before you get to the checkout. As part of setting up your account you’ll create a password, so you might want to think of something memorable beforehand.

All you do is click on “My Account at the top of the page, then log in using your email address and the password you specified when you set up your account. Once you’re logged in you’ll see a menu of the things you can change.

Don’t panic – all you do is click on “My Account” at the top of the page, type in your email address then tick the box next to “Forgotten Password” and click on “Click Here”. We’ll then email you a new password. Once you’ve got this you login as usual. Once you’re logged in you can change the new password we’ve sent you to anything you fancy.

Just click on “My Account” at the top of the page, log in as usual, then click on “Personal Details” to update your details.

Easy – once you’ve found an item you like add it to your shopping basket by clicking on the “Add to basket” button, then either carry on shopping by clicking on “Continue shopping” or proceed to the checkout using – you guessed it – the “Proceed to checkout” button.

To check your order status, click on “My Account” at the top of the page, log in and click on “Orders”.

- “Order received” means we’ve received you order but we haven’t had chance to process it yet.
- “Order processing” means we’ve started processing your order but we haven’t despatched it yet.
- “Despatched” means your order has left our warehouse. You'll receive an email confirming despatch.
- “Cancelled” means your order has been cancelled either by you or us.

If your order is obviously incomplete, over-delivered or damaged, or if you want to change or cancel your order, please email us by using our customer feedback form in the “Customer Services” or “My Account” section of our website or telephone us on 0845 3881 381 between 9am and 5pm, Monday to Friday.

We’re always ready for a chat – just give us a ring on 0845 3881 381 (Monday to Friday, 9am to 5pm) if you have any questions, comments or need help in placing your order.  We can also accept orders over the phone, so feel free to ring us up and we’ll do our best to make your purchase experience a pleasing one.

Of course – we’ll send you an order confirmation email detailing your order right after you click on the “Place your Order” button on the “Confirm & Pay” page.

We know it’s frustrating having to wait for your cool Adili clothes to arrive. That’s why as soon as you’ve placed your order online we’ll send you an order confirmation email that explains when you can expect your products to be delivered.

If you haven't received your order confirmation email within 24 hours of placing your order, or your products have not been delivered within the period stated in the email, please email us by using our customer feedback form in the “Customer Services” or “My Account” section of this website or telephone us on 0845 3881 381 between 9am and 5pm, Monday to Friday.

We use both couriers and the Royal Mail to deliver Mondays to Fridays between 9am and 5.30pm. If you’re not in they’ll leave a card at the delivery address explaining that we tried to deliver. If the card is from the Royal Mail just follow the instructions on the card to rearrange delivery or to collect your products from your local sorting office. If the card is from a courier please call the number on the card to rearrange a delivery.  If you’d like the rearranged delivery to go to a different address call our Customer Services people on 0845 3881 381 (9am-5pm Monday - Friday) and we’ll arrange this for you.

First, please accept our sincerest apologies. Second, email us by using our customer feedback form in the “Customer Services” or “My Account” section of this website, or telephone us on 0845 3881 381 between 9am and 5pm, Monday to Friday.

We’re always happy to refund or exchange a product provided it’s in fully resalable condition. Make sure you return your purchase within a reasonable time (usually 28 days) and in its original, undamaged packaging using the procedure explained below and on the reverse of your invoice. We’ll then refund the price of the item or exchange the product. If we’ve sent you the wrong goods or they’re damaged or faulty we’ll refund the delivery charge too.

If the product hasn’t been returned to us in fully resalable condition we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. None of the above conditions affect your statutory rights when goods are faulty or not as described. Please note that toiletries and cosmetics must be unopened, and undergarments and pierced earrings must be unused. We’re sure you understand.

Easy - just use the tear off strip on back of the invoice we enclosed with your delivery. We’d be grateful if you could give a reason for your return – not because we don’t trust you but because we really want to improve our service and your feedback is the best way to do it. Please write your order number on the tear off slip to help us identify you, enclose the slip with your product(s) and return the complete package to us. We’ll sort out a refund as soon as your package arrives. For your peace of mind we strongly advise obtaining a certificate of postage or sending the package by recorded delivery.

Assuming your product is in fully resalable condition we’ll refund the price as soon as we receive it. That means the money will usually get to your account in seven working days although the timing depends on how quickly your bank processes the credit.

As you’d expect we accept most credit and debit cards including Visa, MasterCard, Delta, Maestro, Solo and American Express. Please note we don’t accept Diners and JCB. Sorry.

Easy – on the last page of the checkout process called "Confirm & Pay" just simply enter your promotion/redemption code in the relevant box field and click the “Update Total” button. The site then recalculates the total to reflect your discount.

Absolutely. Our ordering system uses advanced encryption technology to protect your card details. We never store credit card details on our servers.

Sure – in fact the invoice that you’ll receive with your order is a valid VAT receipt.

Unfortunately at the moment we don’t have the ability to deduct VAT when charging for goods. If you’re a resident in the Channel Islands and qualify for a VAT refund you should email our Customer Services people after you’ve received your goods. We’ll then credit you the amount of VAT charged in the total amount of the goods. Orders placed from outside of the UK don’t pay VAT but you probably knew that anyway.

That depends on where you live. We offer free delivery in the UK if you spend over £100 with us.  Take a look at our “Delivery & Packaging” page for full details of UK and worldwide delivery and packaging options.