FAQ
Frequently Asked Questions
Last updated: August 25, 2026
Welcome to EclipseAdorn. Here you'll find answers to frequently asked questions about our custom and handmade-to-order products, production times, customization, shipping, delivery, and post-purchase support.
If your question is not answered below, please contact us before placing your order.
1. Are your products handmade?
Yes. EclipseAdorn products are custom and handmade to order.
Because each piece is individually crafted, minor variations in color, texture, finish, size, and craftsmanship are normal characteristics of handcrafted production.
Minor handmade variations are not considered defects when the product remains materially consistent with its description, design, function, and appearance.
2. How long does it take to make and receive my order?
Production time is 3–7 business days.
Business days are Monday through Friday, excluding holidays.
Production time is separate from shipping transit time.
For orders shipped to the contiguous United States:
Production Time: 3–7 business days
Standard Shipping Transit Time: 7–10 business days after dispatch
Estimated Total Delivery Time: 10–17 business days from order confirmation
Delivery dates shown on the Site, at checkout, or provided by the carrier are estimated delivery dates and are not guaranteed.
Carrier disruptions, severe weather, incorrect shipping information, customs processing, and events outside EclipseAdorn's control can extend the delivery timeframe.
3. Can I cancel my order after placing it?
Because EclipseAdorn products are custom and handmade to order and production begins after an order is placed, orders cannot be cancelled after payment has been successfully submitted.
If you identify an error in your order information, please contact us immediately at:
If the requested information can still be corrected before the relevant stage of production or dispatch, EclipseAdorn will assist with the correction.
A correction request does not constitute an order cancellation.
4. Do you accept returns or exchanges?
Because EclipseAdorn products are custom and handmade to order, we do not accept general returns or exchanges for non-defective products.
Returns or exchanges are not accepted for:
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Change of mind
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Personal preference
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Incorrect size selected by the customer
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Incorrect color or style selected by the customer when the selected option was correctly fulfilled
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Failure to review product measurements, descriptions, photographs, or specifications before purchase
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Inaccurate or incomplete customization information provided by the customer
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Minor variations inherent to handmade production
Eligible claims under our policy are limited to confirmed:
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Transit-damaged items
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Manufacturing defects
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Incorrect items
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Items materially different from what was ordered
This policy does not limit any mandatory consumer rights that cannot legally be excluded or waived.
Please review our Refund & Return Policy for complete information.
5. What should I do if my order arrives damaged, defective, incorrect, or materially different from what I ordered?
Please inspect your order promptly upon delivery and before wearing, using, altering, or otherwise handling the item beyond what is reasonably necessary for inspection.
If your item arrives damaged, defective, incorrect, or materially different from what you ordered, please contact EclipseAdorn within 48 hours of the carrier-recorded delivery time.
Please provide:
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Your order number
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Clear photographs showing the issue
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Clear photographs of the original packaging
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A description of the issue
Please do not discard the product or original packaging until EclipseAdorn has completed the claim review.
Once the issue has been reviewed and confirmed, the applicable resolution can include repair, replacement, or refund in accordance with our Refund & Return Policy and applicable law.
The 48-hour reporting period does not limit any mandatory consumer rights that cannot legally be excluded or waived.
6. Is standard shipping free?
Yes.
EclipseAdorn provides FREE Standard Shipping on all orders shipped to the contiguous United States.
No minimum order amount is required.
7. Are duties and import charges included?
Yes.
Standard shipping to the contiguous United States is provided under Delivered Duty Paid (DDP) terms.
EclipseAdorn covers the applicable import duties, import taxes, and customs clearance charges associated with standard DDP shipments.
Customers will not be charged additional import duties or customs clearance fees upon delivery for standard DDP orders.
8. Where do you currently ship?
EclipseAdorn currently ships to the contiguous United States (the 48 adjacent states).
We do not ship to:
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Alaska
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Hawaii
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Puerto Rico
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Guam
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U.S. Virgin Islands
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Other U.S. territories
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P.O. Boxes
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APO/FPO addresses
Please review our Shipping Policy for complete shipping information.
9. Can I request a custom design or customization?
EclipseAdorn creates custom and handmade-to-order products, and selected products can accommodate customization requests.
Customization can include:
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Color
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Size
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Measurements
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Materials
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Design details
Please contact us before placing your order if you require customization that is not already offered as a product option.
Additional production time or charges will be confirmed before the custom request is accepted.
10. Can you adjust the size of a headpiece to my measurements?
Selected products can be adjusted according to customer-provided measurements.
Please contact us before placing your order and provide the required measurements.
Customers are responsible for providing complete and accurate measurements.
Issues caused by inaccurate or incomplete customer-provided measurements are not considered product defects.
11. Will my handmade item look exactly like the photos?
Each EclipseAdorn item is individually handmade.
Minor variations in color, texture, finish, size, placement of decorative elements, and other handcrafted details are normal characteristics of handmade production.
These minor variations are not considered defects when the final product remains materially consistent with its product description, design, function, and appearance.
Product appearance can also differ slightly due to lighting, photography conditions, and individual display settings.
12. How can I track my order?
Once your order has been dispatched, a shipping confirmation email containing the tracking number will be sent to the email address provided at checkout.
You can use the tracking number to follow the shipment through the carrier's tracking service.
Please allow the carrier sufficient time to update tracking information after dispatch.
13. What happens if my package is delayed?
If the tracking information shows no delivery progress or the shipment has not been delivered by the end of the stated delivery timeframe, please contact us at:
EclipseAdorn will open an investigation with the shipping carrier and communicate the result of the investigation to the customer.
Carrier disruptions, severe weather, incorrect shipping information, customs processing, and events outside EclipseAdorn's control can extend the delivery timeframe.
14. What happens if my package cannot be delivered?
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If an order cannot be delivered because of an incorrect or incomplete address provided by the customer, the customer is responsible for any additional shipping or reshipment charges required to complete delivery.
Please contact us immediately if you identify an error in your shipping information before the order is dispatched.
Once an order has been dispatched, EclipseAdorn cannot guarantee that the shipping address can be changed.
15. What should I do if tracking shows my package as delivered but I cannot find it?
First, please:
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Check the delivery area around your address
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Check with household members, neighbors, building management, reception, or others who could have accepted the package
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Confirm that the shipping address provided at checkout is complete and correct
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Allow up to 24 hours after the carrier's initial delivery scan
If the package still cannot be located, contact us at:
EclipseAdorn will assist with requesting a formal investigation from the shipping carrier.
Please review our Shipping Policy for complete information regarding packages marked as delivered.
16. Do I need to contact you before placing an order?
You do not need to contact us for a standard order when the available product options meet your requirements.
We recommend contacting us before ordering if:
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You require customization not already offered on the product page
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You need a specific size or measurement
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You have a specific event date
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You have questions about product details, fit, or available options
Please contact us before completing your purchase if you need clarification regarding a product or custom request.
17. Where do your orders ship from?
EclipseAdorn products are custom and handmade to order through our production operations in Asia.
Orders are shipped to customers in the contiguous United States using tracked shipping services.
The specific dispatch location is determined by the production and logistics arrangement used for the order.
Standard shipping to the contiguous United States is free and provided under Delivered Duty Paid (DDP) terms.
Please review our Shipping Policy for complete delivery and shipping information.
18. Is there a restocking fee for an approved return?
No.
EclipseAdorn does not charge a restocking fee for an eligible return accepted under our Refund & Return Policy.
Restocking Fee: No cost.
Eligible returns are limited to approved claims involving confirmed transit damage, manufacturing defects, incorrect items, items materially different from what was ordered, or other circumstances required by applicable law.
19. When will I receive my refund for an approved return?
If a physical return is required for an approved refund, EclipseAdorn will process the refund after the returned item has been received and inspected.
After the returned item has been received, inspected, and verified as corresponding to the approved return, EclipseAdorn will issue the approved refund to the original payment method within 5–10 business days.
If EclipseAdorn determines that a physical return is not required, the refund will be issued to the original payment method within 5–10 business days after the claim is approved.
The customer's bank, card issuer, or payment provider controls any additional processing time required for the credited amount to appear.
20. How can I contact EclipseAdorn?
For questions about our products, customization, orders, shipping, damaged or defective items, approved returns, refunds, or other customer service matters, please contact us:
Trade Name: EclipseAdorn
Operator / Legal Company: Hangzhou Benlai Technology Co., Ltd.
Email: service@eclipseadorn.com
Business Address:
Room 3101, Building 3, Xixi Letiancheng
Wuchang Street, Yuhang District
Hangzhou, Zhejiang 310000, China
Customer Service Hours:
Monday–Friday
9:00 AM–6:00 PM Beijing Time (UTC+8)
Excluding public holidays
Website: eclipseadorn.com
Customer inquiries received outside our customer service hours will be reviewed during the next business day.