FAQ
OUR SUPPORT TEAM IS HERE TO HELP YOU!
Please skim through our FAQ section first before asking a question via e-mail. Most of your questions are already answered there
If you have any questions for/about us after reading the FAQ, or you just want to leave feedback. You can do so by sending an E-mail to support@ad….
If you have any questions about your order, please add your order number and try to be as descriptive as possible.
We do not ask this to be a pain, but rather to get your questions asked quicker!
FAQS
ORDER CHANGING QUESTIONS:
I SEE I ORDERED THE WRONG SIZE, CAN I STILL CHANGE THIS?
Yes you can, but you have to be swift. Once your order is being printed, unfortunately we cannot change the order anymore. So if you need a change of size, contact our support team ASAP via support@ad…. Do not forget to mention your order number when contacting our support team.
I SEE I USED THE WRONG ADDRESS, CAN I STILL CHANGE THIS?
As long as your item is not shipped yet, we can still change this in our back end system. Please mail us the correct address and your order number to support@ad… and we will take care of it.
Once the order is shipped out (you will receive tracking info when shipped), it is out of our hands. If that is the case you need to contact the carrier who is delivering your items.
I CHANGED MY MIND, CAN I STILL CANCEL MY ORDER?
As long as your items are not in print yet, you can still cancel your order. When your item is “in print” we cannot cancel anymore since they are already being made. To cancel your order mail us at support@ad…. Use “Cancel order #ORDERNUMBER” and we will take care of it.
RETURNS AND EXCHANGES
IF YOU NEED TO RETURN OR EXCHANGE YOUR ORDER, PLEASE READ THE FOLLOWING INSTRUCTIONS CAREFULLY. IF YOUR REASON FOR RETURN SATISFIES THE BELOW CRITERIA, YOU CAN EMAIL OUR TEAM HERE: SUPPORT@ADINKRABRAND.COM
Note: we cannot take exchanges for personalized items as we cannot stock them.
Reasons why you want to return or exchange your order
-
A change in size
It happens that you make a mistake. We are all human right? Please insert a note that states which size you would like and we will send you the correct one.
- Please Note:
– The item(s) must be unworn and unwashed.
– The item(s) should be in the original state
– The item(s) are returned within 30 days after you received them.
-
You received the wrong item
Like we said; We are all human right? Although we double-check everything, it can happen that we send you the wrong item. No worries, please return it to our warehouse and insert a note stating your order number and which item you actually ordered. We will send you the correct item ASAP.
- Please Note:
– The item(s) must be unworn and unwashed.
– The item(s) should be in the original state
– The item(s) are returned within 30 days after you received them.
-
You received a damaged item
Although quality is one of our top priorities, it can happen that a damaged item is sent out by mistake. In this case you do not need to return the item. You can keep it, maybe sew it yourself, use it as a rag or throw/give it away. The only thing we need you to do is send us a support email (support@adinkrabrand.com) stating your order number and please include a photo of the damaged good. If we can see on the photo it is damaged, we will send you a new item 100% free of charge ASAP.
- Please Note:
– The item(s) must be unworn and unwashed.
– The item(s) should be in the original state
– The item(s) are returned within 30 days after you received them.
- If you meet the above criteria please shoot us an email to support@ad…
NOTE: AdinkraBrand does not provide prepaid returns shipping labels and returns shipping for exchanges is at the customers expense.
WE DO NOT ACCEPT RETURNS OR EXCHANGES IF
- You want a refund/return because you “changed your mind”. We print on demand and therefore we cannot accept returns with that inquiry.
- The item(s) have been worn or washed
- The item(s) have been altered in any way
- The item(s) are in any way defective from the original and salable condition, unless the condition is our fault
- The item(s) do not have the original tags on them
- The item(s) were a Final Sale item
GENERAL QUESTIONS:
It depends on your country of residence. We have factories in North America and Europe. Where it’s made, depends on what factory is closest to you and which has the capacity to take orders (especially around december our factories are jam packed with orders). This way you can be certain your item is at your doorstep the fastest way possible.
CAN I ALSO CONTACT YOU GUYS BY PHONE?
Currently we run all our support digitally. Therefore there is no need for us to have a phone number to run support through. Our systems are pretty streamlined and we thrive to answer your questions in a timely manner.
WHY IS EVERYTHING PRICED IN DOLLARS? I AM NOT FROM THE USA.
Allthough we ship worldwide, it’s more convenient for us to operate in dollars. This does not mean you cannot order if you are not from the USA. The credit card companies / paypal will simply use your own currency on check out.
I FIND THE PRICING PRETTY MUCH ON THE HIGH END, WHY IS THIS?
We pride ourselves on quality. We also love the fact that you will have a Limited Edition Item. Our items can only be bought on our store and nowhere else! Besides that, we work with the best designers in the industry. We also work with the best sewers in the industry.
Other than that; All our items are hand made in North America, and Europe depending on capacity. We print, cut and sew your order by hand. Our items are printed on demand. This means, when your order comes in our creation process starts.
Unfortunately – Great quality comes with a price. Therefore we have to price our items like we do to maintain great quality. Yes, it is pricier then normal, but you will receive an item of topnotch quality that will last way longer than any other similar item you will purchase from another store.
DO YOU ALSO WORK WITH SOCIAL MEDIA INFLUENCERS?
Yes we do, take a look at this page if you are an influencer.
I WOULD LOVE TO PROMOTE YOUR STUFF, DO YOU HAVE AN AFFILIATE PROGRAM?
We sure do. We can offer you a 10% deal on all our items. All details for affiliates can be found on this page.
CAN I USE MULTIPLE DISCOUNT CODES ON ONE ORDER?
You can only use one discount code per order. Multiple codes are not supported on our website.
SHIPPING AND HANDLING QUESTIONS:
WHERE DO YOU GUYS SHIP TO, I AM NOT FROM THE USA YOU SEE?
No worries, we ship worldwide!
HOW LONG WILL IT TAKE FOR MY ITEM TO BE DELIVERED?
This is divided into 2 parts:
PRODUCTION TIMES:
Keep in mind that we print on demand, everything is hand made just for you in America and Europe (printing, cutting and sewing). Therefor we take about 2-7 business days to create your items. Then you should add shipping times on top of that.
97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less. Basically we do everything to get you your order in a timely fashion.
Hoodies and sweatshirt
Our hoodies and sweatshirts take a little longer than our other items to hand make and therefore require 10-12 business days production time.
|
To |
Basic |
Expedited |
|
USA |
3-5 business days via USPS |
Not Available |
|
Canada |
5-10 business days |
Not Available |
|
Worldwide |
10-20 business days |
Not Available |
I DIDN'T RECEIVE ALL MY ITEMS, HOW COME?
To ensure the best quality possible, we work with different factories for our items. E.g. Shoes are made in a different factory than leggings. Therefore if you’d order a pair of shoes and a pair of leggings, you will receive 2 packages.
I CANNOT TRACK MY ORDER VIA YOUR TRACKING PAGE, HOW COME?
You will be send an e-mail once your item is printed and sent out for delivery. From there our tracking kicks in. You will automatically receive an e-mail that your item is coming plus a tracking code for it.
CUSTOMS CHARGED ME EXTRA FOR MY DELIVERY, NOW WHAT?
We are very sorry to hear about the custom fee, however it is beyond our control. This is not a fee imposed nor collected by our company. Unfortunately, some governments randomly pick packages they check and decide to charge extra for import.
Sorry for any inconvenience caused, but there is literally nothing we can do about this.
MATERIALS AND SIZING QUESTIONS:
WHAT ARE YOUR LEGGINGS MADE OF?
Our leggings are mid rise and made of 80% polyester and 18% spandex. They come with an elastic waistband and all our seams are double stitched so you LITERALLY cannot tear them apart.
WHAT SIZES DO YOU HAVE FOR US?
Our leggings are mid rise and made of 80% polyester and 18% spandex. They come with an elastic waistband and all our seams are double stitched so you LITERALLY cannot tear them apart.
WHAT SIZES DO YOU HAVE FOR US?
We currently offer sizes from XS to XL for leggings and capris and XS to 3XL for our sweatshirt. Every product page has a clear sizing table on the right hand side underneath the description. To make it easy for you we copied our sizing chart in here as well:
[CHECK OUR SIZE CHART]Thank you for checking our FAQs to see if your answer is in there. If you cannot find the answer to your question, feel free to contact our support team.
You can do so by sending an E-mail to support@ad…. If it is about an order you made, please be as descriptive as possible and don’t forget include your Order Number.