Shipping and Exchange

Nothing here is sitting in a box waiting to be picked. When your payment clears, the order goes to our production partner, a garment is printed and finished for you, and only then does it enter the postal system.

1. Production

2–7 business days for most orders, measured from the payment clearing. An order with several pieces takes as long as its slowest piece.

2. Transit

Depends on the service you chose at checkout, and starts when the carrier takes the parcel, not when you ordered. See clause 2.

Total, typically

Around 5 to 15 business days within the United States on the standard service. Longer for international destinations, and longer in the weeks around Christmas.

The services available to you are quoted live at checkout for your exact address and basket. We do not publish a fixed rate card, because the real cost depends on where the piece is made, where it is going and what is in the parcel. Typical transit times inside the United States, measured from despatch:

Economy

6–10 business days

Standard

3–8 business days

Priority

2–5 business days

Express

1–3 business days

Outside the United States, allow 10–30 business days from despatch. Customs is the variable that dominates, and it is the one nobody in this chain controls.

The cost of each available service is shown at checkout, next to the service, before you pay. The total on the final screen includes it, and we add nothing after that. A destination country may still levy its own import charges, which the carrier collects rather than us (see clause 6).

If checkout shows no delivery options for an address, it means no carrier our production partner works with will serve that destination with those pieces. That is a real answer rather than an error. Try another address, or write to us and we will see whether a different piece can travel there.

The moment your payment is confirmed, we email you an order confirmation: every piece, its size and colour, the total paid and the address it is going to. If it has not arrived within a few minutes, check your spam or promotions folder.

When a parcel is handed to the carrier we record the tracking number and carrier against your order, and you will find them on that order in your profile. Our production partner also sends a despatch notification to the email address on the order at the same moment. That message comes from them rather than from us, so it may not carry our name.

Tracking often takes a day or two to show movement after it first appears. The number is generated when the label is printed, which is before the parcel is physically collected. A number that exists but shows nothing yet is normal.

An order containing several pieces may be made in more than one facility and arrive in more than one parcel, on different days. This is not a mistake and costs you nothing extra. If one parcel has arrived and another has not, check whether the order has a second tracking number before assuming something is missing.

The address you enter at checkout is the address the parcel is sent to, exactly as typed. It is passed to the production partner and printed on the label without a human reading it, and a wrong apartment number or a missing unit is the most common reason a parcel never arrives.

• Check it before paying. Include the apartment, unit, suite or floor.
• If you spot a mistake, email adonai.reserve@gmail.com immediately with your order number. We can correct an address only while the order has not entered production, which is the same window as a cancellation.
• Once a label is printed, the address cannot be changed by us. Some carriers let the recipient redirect a parcel in transit; that is between you and them.

A parcel that is returned to sender because the address was wrong or incomplete can be sent out again once you give us a corrected address, at your cost for the second despatch. A parcel delivered to the address you supplied has been delivered, even if that address turned out to be the wrong one.

The amount you pay at checkout covers the piece and the delivery service. It does not include any import duty, customs charge, handling fee or local sales tax that the destination country levies on an inbound parcel.

Where such charges apply, they are set by the destination’s authorities, collected by the carrier (usually before or at delivery), and are payable by the recipient. We cannot calculate them in advance, prepay them, or predict them: the thresholds and rates change by government policy, sometimes at short notice, and they differ by country and by what is in the parcel.

We do not under-declare the value of a parcel or mark an order as a gift. Both are customs fraud, and both put your parcel at risk of seizure rather than saving you money.

A parcel refused or abandoned at customs, or unclaimed after a carrier’s charge notice, is treated as an unclaimed parcel under clause 7.

Carriers usually attempt delivery, then leave a card and hold the parcel at a depot or collection point for a period they set, often a week or two. After that they return it to sender, and for a made-to-order parcel shipped internationally, “sender” is frequently a facility that cannot take it back.

• Watch the tracking, and collect a held parcel before the carrier's window closes. This is the one part of the journey that is entirely within your control.
• If a parcel does come back to us, we will tell you and offer to send it again once you confirm the address. You pay the second despatch.
• A parcel destroyed or disposed of by a carrier after going unclaimed cannot be refunded. The piece was made, sent, and held for you; nothing about that is recoverable.

Write to us when either of these is true, and we will open a search with the carrier:

Inside the US

Tracking has not moved for 10 business days, or the parcel is well past the estimate for the service you chose.

International

Tracking has not moved for 20 business days. Long silences at a customs border are normal and usually resolve on their own.

If the carrier’s search closes without the parcel, we replace it or refund you, your choice, under the Cancellation and Refund policy. There is nothing for you to prove beyond the tracking, which we can see too.

Where tracking shows a parcel delivered to your address but you do not have it, tell us. We will raise it with the carrier and pursue what can be pursued. We cannot promise an outcome for a parcel a carrier has recorded as delivered. At that point it is a claim against the carrier, and we will help you make it.

What we do instead is answer questions before you buy. If you are between sizes, unsure how a cut falls, or choosing between two, email adonai.reserve@gmail.com with your usual size in a brand you own well. We will tell you how this one compares. It is a day’s delay and it is the difference between a piece you wear and a piece you do not.

Exchange in the sense of a replacement is a different matter and is always open. A piece that arrives misprinted, damaged, defective or simply not what you ordered is remade and sent to you at our cost, or refunded, whichever you prefer, as long as it is reported within 30 days of delivery with photographs. The full procedure is clause 4 of the Cancellation and Refund policy.

Anything on this page: adonai.reserve@gmail.com, with your order number in the subject line and the tracking number in the body if you have one. Full contact details are on the Contact Us page.