FAQ

Frequently Asked Questions

Last updated: 21/07/2026

Welcome to EclipseAdorn. Here you'll find answers to some of our most frequently asked questions about our handmade products, production times, customization, shipping, and returns.

If you have a question that isn't answered below, please feel free to contact us before placing your order.

1. Are your products handmade?

Yes. Our products are handmade to order by skilled artisans.

Because each piece is individually crafted, minor variations in color, texture, finish, and craftsmanship may occur. These natural variations are part of the character of handmade products and are not considered defects when they do not materially affect the product as described.

2. How long does it take to make my order?

Most of our products are handmade to order, so production begins after your order is placed.

The estimated production time is listed on each individual product page.

Production time is separate from shipping transit time.

*Most items require approximately 3–7 business days to complete.

*Free Shipping Delivery Estimates:

• Europe: approximately 1 week
• North America: approximately 7-10 days
• Australia: approximately 12 days

Please note that these are estimated transit times based on our experience and are not guaranteed. International shipments may be subject to customs clearance, which can occasionally cause delays.

3. Can I cancel my order after placing it?

Because our products are handmade to order, we generally begin preparing or producing your item after an order is placed.

For this reason, orders generally cannot be cancelled once placed.

If you have an urgent issue with your order, please contact us as soon as possible. We will review your request based on the production status of your order and applicable law.

4. Do you accept returns or exchanges?

Because our products are handmade to order, we generally do not accept returns or exchanges due to:

Change of mind
Personal preference
Incorrect size selection
Incorrect color selection when the selected option was correctly fulfilled
Failure to review product measurements or descriptions
Incorrect customization information provided by the customer

This policy does not affect any mandatory consumer rights that cannot legally be excluded or waived in your jurisdiction.

Please see our Refund & Return Policy for full details.

5. What if my order arrives damaged?

We carefully inspect and package our products before shipment.

If your order arrives damaged, please contact us within 24 hours of delivery.

Please provide:

Your order number
Clear photos of the damaged product
Clear photos of the packaging
A description of the damage

Please keep the damaged item and packaging until we have reviewed your claim.

If the damage is confirmed to have occurred during transportation, we will work with you to arrange an appropriate replacement or other resolution.

6. Is standard shipping free?

Yes. We offer complimentary standard shipping to most destinations.

For the majority of destinations, we use Delivered Duty Paid (DDP) shipping services where available. Under normal DDP arrangements, EclipseAdorn covers applicable standard shipping costs and import duties and taxes.

This means that customers generally do not need to pay additional import duties or taxes for standard DDP shipments.

7. Are duties and taxes included in my order?

For most destinations using our standard DDP shipping service, applicable import duties and taxes are covered by EclipseAdorn.

However, DDP is not available for every destination.

Certain remote areas, islands, special territories, or postal codes may not be eligible for DDP. In these cases, the customer may be responsible for applicable import duties, taxes, customs clearance fees, carrier charges, or other local charges.

If you are unsure whether DDP is available for your location, please contact us before placing your order.

8. Do you ship internationally?

Yes. We ship our handmade products to customers worldwide.

Shipping services and availability may vary depending on the destination.

Certain remote areas, islands, special territories, or postal codes may have limited shipping options or may not be eligible for DDP service.

If you have any concerns about shipping to your location, please contact us before placing your order.

9. Do you offer express shipping?

Express shipping is available only to selected destinations and may not be available for all products or postal codes.

Additional shipping charges may apply.

Depending on the destination and available carrier service, express shipments may not be sent under DDP terms. In such cases, the customer may be responsible for shipping charges, import duties, taxes, customs clearance fees, or other applicable charges.

Please contact us before placing your order if you require express shipping. We will confirm the available service, estimated delivery time, and applicable costs.

10. Can I order express shipping after placing my order?

Please contact us as soon as possible if you need to upgrade your shipping method.

Express shipping availability depends on the destination, production status, and available carrier services.

We cannot guarantee that an express shipping upgrade will be possible after an order has been placed.

11. Can I request a custom design or customization?

We may be able to accommodate certain customization requests depending on the product.

Customization may include certain changes to:

Color
Size
Measurements
Materials
Design details

Please contact us before placing your order to discuss your requirements.

Custom requests may require additional production time or additional charges.

12. Can you adjust the size of a headpiece to my measurements?

For selected products, we may be able to make adjustments based on your measurements.

Please contact us before placing your order and provide your requirements.

Please make sure that any measurements you provide are accurate. We are not responsible for fitting issues caused by incorrect measurements provided by the customer.

13. Will my handmade item look exactly like the photos?

Our products are handmade individually, so minor variations may occur.

The final product may have slight differences in:

Color
Texture
Finish
Placement of decorative elements
Natural characteristics of handmade materials

These variations are a normal part of handmade craftsmanship.

We will always aim to create your item as closely as reasonably possible to the product photos and description.

14. How can I track my order?

Once your order has been shipped, tracking information will be provided where available.

You can use the tracking information to monitor the progress of your shipment.

Please note that tracking updates may occasionally be delayed, particularly during customs clearance or international transit.

15. What happens if my package is delayed?

Delivery estimates are estimates and are not guaranteed delivery dates.

International shipments may be delayed due to:

Customs processing
Carrier delays
Weather
Public holidays
Incorrect or incomplete shipping information
Customs clearance requirements
Circumstances beyond our reasonable control

If your package appears to be significantly delayed, please contact us and we will help investigate the shipment with the carrier where possible.

16. What happens if my package cannot be delivered?

Please make sure that your shipping address and contact information are accurate and complete when placing your order.

If a package cannot be delivered due to an incorrect or incomplete address, missing access information, failure to respond to the carrier, or failure to cooperate with customs authorities, additional shipping or reshipment costs may apply.

If customs clearance is required, the customer may also be required to provide information or documentation and pay applicable charges where DDP is unavailable.

17. Do I need to contact you before placing an order?

You don't need to contact us for most standard orders.

However, we strongly recommend contacting us before placing an order if:

You need express shipping
You live in a remote area or island
You are located in a special territory
You need your order by a specific event date
You require customization
You need a specific size or measurement
You have questions about duties or taxes

We will be happy to confirm available options before you place your order.

18. How can I contact EclipseAdorn?

If you have any questions about our products, customization, production time, or shipping, please contact us through our website.

You can also contact us regarding specific order questions or special requests.