Help & FAQ
Which payment methods do You accept?
We accept all major credit and debit cards (Mastercard, VISA, and American Express/AMEX).
We also accept PAYPAL.
How much is delivery?
We ship throughout the world. We offer 5 methods of shipping: (Please note that a signature will be required on all our deliveries)
UK STANDARD – £3.95 (Approx 2 – 5 working days)
UK PRIORITY NEXT DAY – £6.95 (Next Working Day for orders BEFORE 2pm in Mainland UK)- Please note this is not guaranteed, this will depend on the reliability of the carrier, either Royal Mail or DPD.
UK SATURDAY – £9.95 (Mainland UK only for orders BEFORE 2pm Friday. National holidays exempt)
EU – £10 (Delivery usually within 7 – 10 working days)
Rest of World – £15 (Delivery usually within 7 – 10 working days)
We aim to deliver all UK mainland orders within 48 hours, but please allow up to 5 working days for delivery in the UK and 7 - 10 working days for international deliveries to the EU and Rest of the World. A signature will be required on all our deliveries. Deliveries are between 9:00am and 6:00pm Monday - Friday. We also offer Priority Next Working Day Delivery for orders made before 2pm (£6.95 - UK Mainland Only) and Saturday Delivery on orders made before 2pm on Friday (£9.95- UK Mainland Only).
Who delivers my parcel?
We use Royal Mail as our main carrier for shipping. On larger orders and next day we use DPD courier services for delivery. Both options allow customers to track and trace their parcel whilst in transit. If no one is available to sign for your parcel when it arrives then a card will be left for you to contact and rearrange delivery.
Please note that delivery reliability is down to the carrier not Adini and on rare occasions delays can arise. We apologise in advance for any inconvenience caused.
How Do I Track My Parcel?
If you have provided us with an email then once your order has been shipped you would receive an automated dispatch email from us that will include your tracking number for your parcel. If you do not know your tracking number please call our customer service team on 020 8090 0331.
You will also receive an email from one of the carriers that will be shipping your parcel containing your tracking information and estimated delivery date. If you have provided us with your mobile phone number and your order is sent by DPD, you will also receive a text containing the tracking information and estimated delivery date.
To track your order via Royal Mail press the link below and fill in your tracking number:
To track your order via DPD couriers press the link below and fill in your tracking number:
How do I place an order via your website?
You have 2 ways to place an order with us. The first and easiest method is calling our Customer Support team on 020 8090 0331 and place your order over the phone selecting items from our Mail Order Catalogue. The second method is through our website:
1. Choose your item – Choose the items that you are looking for. This can be done by browsing the relevant product section list, or by using the search engine built into the top right corner of our store. Simply enter the product code, name or description you are looking for, then hit the search button icon next to it.
To purchase an item simply click on the relevant colour and size option in the size matrix (If the size is crossed out then the item is sold out). Once you have selected your size click the 'ADD TO BAG' button to add it to your shopping bag.
On the shopping bag page either click the 'CONTINUE SHOPPING' button to keep shopping or 'CHECKOUT' button to checkout. Dont forget to add your promotional code in the promotional code box if you have one.
When checking out you can either register an account while shopping in order to make your next shopping experience quicker, or sign in into your already existing account. You can also check out as a guest,
2. Register/Login – If you already have an account please enter your login details where stated to login.
If you have lost your password or forgotten it, please click on the Forgot your Password link and follow the instructions to change your password. This will involve you receiving an email and having to click on a link to confirm that you wish to change your password (all instructions are given so please follow them).
3. Check Out and Payment – Now when checking out, simply follow the instructions on the pages entering your details where relevant. This will all be quick and simple, and when you enter the secure payment page simply select how you wish to pay (eg Credit or Debit Card or Paypal). Once you have paid you will reach a thank you page and receive a confirmation email with your order. Congratulations! You have finished your order with Adini Online.
As always if you have any problems, please let us know and we will assist you in anyway possible from customer service to technical support. We are here to help so please do not be afraid to ask! Call us on 020 8090 0331.
All prices are in £GBP. You cannot use promotional codes in conjunction with each other. They must be used one at a time.
How to Return and/or Exchange
(exchanges are not available to pAYPAL customers)
Free Returns and/or Exchanges (UK Only)
Ordered the wrong size or colour? Fancy something else in the range instead? The item simply doesn't suit you?
Don’t worry, we offer FREE RETURNS & EXCHANGES for all UK customers! Returns and Exchanges must be returned within 14 working days of receipt for your order to be refunded or exchanged. (Postage is not refunded on any orders). Simply fill in the relevant form on the back of your invoice (there is no need to call us). Next send your item(s) and completed returns form back to us by using the Sticky Freepost label found on your invoice (no stamp is required).
In case you misplace the Sticky Label the return address is below:
FREEPOST RRLC-RGTR-HJCK, Adini, 891 Great West Road, Isleworth, Middlesex, TW7 5PD, UK
(Always ask for your free certificate of posting from the Post Office for free, limited postal insurance)
Simply fill in the returns form on the back of the invoice (there is no need to call us). Next send your item(s) and completed returns form to (Postage Required):
Adini (Online Division), 891 Great West Road, Isleworth, Middlesex, TW7 5PD, UK
We will automatically calculate any amount that is owed or to be refunded, and instruct our bank to refund or charge you, making all returns and exchanges secure, easy, quick and hassle free (we do not hold any of your payment details but must instruct our bank to perform any additional refund/charge on the card used to pay).
We accept Returns/Exchanges within 14 days after receipt of goods. All goods are exchanged for the same price as bought for (eg. if an item is bought with a 10% discount, it will be exchanged for a product with 10% regardless of that price shown on the website). Goods are the responsibility of the sender until they reach us. We do not refund postage on any orders.
Please note it is the responsibility of the customer to ensure that returned/exchanged goods reach us in the exact same condition as they were sent.
On extremely rare occasions goods being returned/exchanged may be lost or damaged in transit to us. Royal Mail provides only limited insurance of around £100 if items are lost. If you are returning goods well in excess of this, we recommend paying for special delivery postage, which covers you for around £500. Please remember it is very rare that items sent back go missing in the post, but always have a return address attached to the package just incase.
Again, don’t forget to ask for your Royal Mail Proof of Posting, that would be needed when making a claim to Royal Mail and always remember our excellent Customer Service Team is only an email or phone call away to assist you as best we can in such cases.
How long does it take to process a Refund or Exchange?
Returns can take up to 3 working days to be processed from when we receive them back. Once the refund has been processed, the amount will show up in your account within another 5 working days. Exchanges are processed within 2-3 working days and should be shipped within 5 working days from receiving back you order. Any charged or refunded amount will show up in your account within another 5 working days.
How can we help you?
You can always email our customer service team on firstname.lastname@example.org, call us on 020 8090 0331.
If you would rather call to place an order rather then order via the website, we are happy to help.
If you are experiencing any Technical Problems please email us. A member of our technical support team who will be happy to get back to you as soon as possible to sort out any problems you may have with our specialist diagnostic software. Email email@example.com for assistance.
We are open from 9.30am to 5.30pm, Monday to Friday. (Closed Bank Holidays and Weekends)
Our website is of course open 24 hrs a day, 7 days a week, where you can view our collection and place orders.