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CUSTOM FAQ

1. HOW DO I MAKE A PURCHASE?

Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Cart’. Your chosen item will appear in your shopping cart on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the cart to see its contents in the ‘mini cart’ at any time. When you’re ready to place your order, click Checkout from the mini cart and follow the straightforward prompts to complete our one-step checkout process.

2. HOW ABOUT THE QUALITY OF YOUR FAUX FUR COAT?

We are using the best faux fur fabric (100% modacrylic) in the world . It is very close to the real fur with its color, hand feeling and smoothness. In addition, we have adopted the hand-made in order to ensure the quality of each coat.

3. CAN I CUSTOMIZE MY OWN PLUS SIZE?

It is okay. You can tell us your net size after measuring your own measurements. Our pattern makers will make the most suitable for your size according to your data. You can contact our customer service at service@adelaqueen.com if you encounter problems when measuring the size.

4. CAN I CUSTOMIZE MY FAVORITE STYLE?

Yes but this need additional cost. We will try our best to find similar fabric or recommend you to use replaceable fabrics after you provide the pictures of your favorite style for us. Our pattern makers have more than 15 years of experience, so they can meet your personalized requirements completely.

5. WHAT COUNTRIES CAN YOU SHIP TO?

Our courier service covers all courier (express) and postal service which can be delivered to all over the world (worldwide). But the choice of delivery (carrier) and the delivery time will be different according to different regions.

6. HOW WILL I KNOW IF YOU HAVE RECEIVED MY ORDER?

After you place your order, you will receive an email acknowledging that your order has been received. This does not mean that we have confirmed your order, only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable from our warehouse, we will try our best to locate them from our ADELAQUEEN.COM stores. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

7. WHEN WILL I RECEIVE MY ORDER?

The order will be issued within 48 hours. The United States and most of European countries would arrive in 7 to 10 business days. You need to add the additional costs if you want a faster delivery service. If you have other special needs, please contact our customer service at service@adelaqueen.com.

8. AM I ABLE TO TRACK MY ORDER?

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on service@adelaqueen.com and we will track the order on your behalf.

9. HOW DO I RETURN AN ITEM?

You have up to 14 days to return an item. For full details on the returns process, see our Returns page.

10. IF I CANCEL MY ORDER, WHEN WILL MY MONEY BE REFUNDED?

If an order is canceled before it is shipped, there is nothing to refund. At this point, we have not transferred the money from the customer account to our account. There may be a pending authorization on the account, but the funds transfer has not been completed. You can contact your financial institution and they will be able to tell you when that authorization will be released and the money freed up for your available balance.

11. IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. In order to register as a user of ADELAQUEEN.COM, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. In order to process credit-card orders online, we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We will only use your billing and credit-card information to process your order and inform you of its delivery. Please note that ADELAQUEEN.COM does not keep any of your details on the ADELAQUEEN.COM website, and therefore, these details are protected from any breach of security on the ADELAQUEEN.COM website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability, and will not be shared with any outside parties.

12. HOW DO I CONTACT CUSTOMER SERVICE?
If you have any questions which are not currently answered on our site, please contact Customer Care either by email at service@adelaqueen.com. We will answer your questions within 24 hours.

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