Frequently Asked Questions
Find out more information with our FAQ page.
ORDERING
How can I place an order?
Simply add the items you'd like to purchase in you shopping cart. Once added, you can continue to check out and fill in all required information. We need a valid email and calling number to be able to send you notifications regarding your order and for delivery purposes.
Store vouchers and codes can be applied during the checkout process.
How can I cancel my order?
Unfortunately, once an order has been placed, we are unable to cancel it.
I have placed an order online, it has been processed but I have not yet received a confirmation email. Why?
Please check your spam and if you used your correct email.
Kindly connect with us via our Contact Us page regarding your concern.
Why has my order been cancelled?
You order can be automatically or manually cancelled by us. Following reasons are the most common;
- Item unavailable
- Technical glitch
- You used a code that was not supposed to be for you
- Fraudulent behaviour, address, payment method
- Payment failed
How do I know if my online order has been successful?
You should recieve an email confirmation right after placing your order mentioning your order reference number, order number, tracking and order summary including your address details.
Please check your spam folder. Connect with us via our Contact Us page if you are unsure.
Where can I find my order history?
Kindly log into your account (no profile required). Once logged in, you will see a list of all orders placed.
View order history
Can I track my order online?
Kindly log in your account (no profile required). Once logged in, you will see a list of all orders placed where you can find the tracking details.
Track my Order
What is a Pre-Order?
Pre-Orders are items that are currently not in stock but
will be released at a future date. We offer Pre-Orders so that you will receive that item when it is released and not have to worry about it selling out elsewhere and not receiving it. Estimated shipping dates for Pre-Orders are located in the description and are subject to change by the manufacturer.
How long will it take for the Pre-Order to arrive?
Once we receive the Pre-Ordered items we will ship them to you within 1-3 business days. You will receive an email confirmation once your item has been shipped with a tracking number. If you ordered numerous items for Pre-Order, these items will be shipped once your complete order is in stock. Please note that some items may arrive before others.
Can I cancel items that I have Pre-Ordered?
Yes. Please contact us at info@amadawear.com
(or via or contact us page).
Please note that cancelled Pre-Orders will be issued as store credit and valid
for 12 months from the date of purchase.
My Pre-Order delivery date has changed. What’s going on?
Please note that Pre-Order release dates are subject to change by the manufacturer.
Due to stresses on the manufacturing side including shipping delays, and supply chain issues, release dates may vary. We will update each item’s description, send out email alerts, and update our Pre-Order Update Page with new information as soon as we receive it from the manufacturer.
SHIPPING
What are the delivery options & transit times?
United Kingdom
FREE Express (1 – 3) Days
France, Germany, Ireland
6 GBP Standard (2 – 6) Days
FREE above 300 GBP
Duties unpaid
Switzerland, Norway, Liechtenstein, Monaco, Andorra
15 GBP Standard (4 – 8 Days)
FREE above 300 GBP
Duties paid
USA
10 GBP Standard (3 – 8) Days
25 GBP Express (2 – 3) Days
FREE above 300 GBP
No Duties under 800USD
Canada
20 GBP Standard (3 – 8) Days
25 GBP Express (2 – 3) Days
FREE above 300 GBP
Belgium, Luxembourg, Netherlands, Sweden, Spain, Portugal, Italy, Greece,
Finland, Denmark, Austria, Bulgaria, Croatia, Czech Republic, Estonia, Hungary,
Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Cyprus, Malta
12 GBP Standard (4 – 8 Days)
FREE above 300 GBP
Duties unpaid
Albania, Iceland, Macedonia, Montenegro, Serbia, Turkey, Moldova, Ukraine
13 - 25 GBP Standard (4 – 10 Days) calculated at checkout*
FREE above 300 GBP
Duties paid
We ship from London, United Kingdom, with fully tracked services and can deliver our goods to most countries in the world. Under normal circumstances, it takes us 0 - 1 work day to process your order and prepare it for shipping. After the goods are shipped, we will send you the tracking number for your order via email.
You can see the accurate delivery time and
cost to your country on the check-out page. Once the parcel is handed to the courier service, we no longer have the ability to change, cancel or accelerate it. There might be delays due to holidays, or unpredictable local inconveniences (weather, strikes etc.)
For orders to Middle East, please shop on www.amadawear.ae
For orders to India, please shop on www.amadawear.in
How much is the shipping cost?
United Kingdom
FREE Express (1 – 3) Days
France, Germany, Ireland
6 GBP Standard (2 – 6) Days
FREE above 300 GBP
Duties unpaid
Switzerland, Norway, Liechtenstein, Monaco, Andorra
15 GBP Standard (4 – 8 Days)
FREE above 300 GBP
Duties paid
USA
10 GBP Standard (3 – 8) Days
25 GBP Express (2 – 3) Days
FREE above 300 GBP
No Duties under 800USD
Canada
20 GBP Standard (3 – 8) Days
25 GBP Express (2 – 3) Days
FREE above 300 GBP
Belgium, Luxembourg, Netherlands, Sweden, Spain, Portugal, Italy, Greece,
Finland, Denmark, Austria, Bulgaria, Croatia, Czech Republic, Estonia, Hungary,
Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Cyprus, Malta
12 GBP Standard (4 – 8 Days)
FREE above 300 GBP
Duties unpaid
Albania, Iceland, Macedonia, Montenegro, Serbia, Turkey, Moldova, Ukraine
13 - 25 GBP Standard (4 – 10 Days) calculated at checkout*
FREE above 300 GBP
Duties paid
You can see the accurate delivery time and
cost to your country on the check-out page.
Where are you shipping from?
All Orders are shipped from London, United Kingdom.
For shipping to countries in the Middle East, please shop on www.amadawear.ae.
For shipping to India, please shop on www.amadawear.in
Do you charge import duties or VAT on delivery?
We ship from the United Kingdom.
Duties & taxes may be charged by your local customs after entering your country. Duties vary depending on the value of the goods, materials used and country of production. Importantly, all countries have different rules regarding this so we are unable to confirm the amount you may be required to pay as this is determined on import taxes by local customs officials. You will not always be required to pay duties or import tax, but it is important that you make yourself aware of the duties that apply in your country in case you are charged to avoid any surprises. We do not cover or refund any duties & taxes.
Tracking/missing package?
Please email us via customer-service@portaldeliveries.co.uk
Please provide your order ID, full name, email address and the missing item(s) from your order.
How do I change my delivery address?
Once an order is placed, we're unable to edit or make changes. Our team can help if you have any questions.
Email: customer-service@portaldeliveries.co.uk
What to do if I received a wrong/damaged item?
If you believe you have received an incorrect item, please contact us within 7days of receiving your package. If not reported, we will not accept the return and not issue any refund. In this case we will arrange and cover the costs of a replacement or issue you a store credit.
customer-service@portaldeliveries.co.uk
Where can I track my order online?
Kindly log in your account (no profile required). Once logged in, you will see a list of all orders placed where you can find the tracking details.
View order history
My order has been shipped but is delayed/ did not arrive?
Please connect with us via email to:
customer-service@portaldeliveries.co.uk
Caution: We are not responsible for failed delivery due to erroneous shipping addresses or missing phone numbers from the original order. We are also not responsible if you ignored any pickup notice from the shipping carrier, resulting in the loss or return of the package. In this case, we can issue you a store credit on request. We will not be held liable for any lost packages by the shipping carrier.
RETURNS & EXCHANGES
What is the return and exchange policy?
Simply email us at customer-service@portaldeliveries.co.uk
within 14 days of delivery with your order number, name, and the items you'd like to return or exchange.
We'll respond within 48 business hours (GMT) with the next steps.
Items will only be accepted if they meet the following original conditions:
- Tags remain attached to garments
- Garments are unworn, unwashed, and unstained (free from makeup, pet hair, perfume, deodorant, etc.)
- Sale items receive store credit
Returns:
We provide tracked return labels to make your return seamless. The return shipping cost will be deducted from your refund amount.
£6 UK
£14 EU (West)
£28 EU (East) + Norway, Liechtenstein
£20 USA & Canada
7CHF Switzerland (Store credit only)
Approved refunds will be processed to your original payment method and may take up to 7 days to appear in your bank statement. You'll receive a separate email confirmation once your refund is issued.
Exchanges:
Looking for a different size or color? We've got you covered. We'll cover the cost of return shipping and issue your refund as store credit, so you can easily reorder your desired item – subject to stock availability.
When will I get my refund?
Once your return is processed by our team, the amount will be credited back to your original payment method. You can expect to see this reflected on your statement within 7 business days.
How to use my Store Credit?
If you were issued a store credit you can redeem it by following the steps below.
- Go to the My Account link in the main menu.
- Log in with a one-time verification code.
- Once logged in, proceed by adding items to your basket.
- Your store credit will be displayed alongside other payment options on the checkout page.
STANDARD FAQ'S
My discount code/ voucher doesn't work, why?
Please be aware that once you’ve applied the voucher code, it cannot be used again, so please do not apply it until you’re sure that you’re ready to place and pay for your order.
Most common reasons for promotion codes not working are: being out of date; being applied to products that are not eligible or the set order limit not being reached.
If you’re still having problems, you can also email us using our quick form and we'll be happy to explain how you can redeem your discount online.
What is the right email adress to reach out for collaborations, marketing, retail, press etc ?
General, Sales
info@amadawear.com
Customer Service
customer-service@portaldeliveries.co.uk
Collaborations
collab@amadawear.com
Affiliate Program
partnerprogram@amadawear.com
Sales & Retail
sales@amadawear.com
Where do you manufacture your products?
Our main manufacturers are located in Turkey, EU and China.
eGIFT
Where can I get a eGift card ?
You can purchase an AMADA eGift card directly from our site. Choose the value you'd like to add and gift love, whether it be for a friend, a partner, a family member, or yourself.
How fast will I get the eGift card?
Your eGift card will be sent to the recipient’s email immediately after your purchase. They will receive a confirmation email containing their eGift card number along with a code to copy. To make any online purchases, simply enter the eGift card number at the checkout page under "promo code".
Where can I use my AMADA eGift card?
You can use your eGift card on on the website you purchased it from (www.amadawear.com). If you would like to gift it to someone living in another country within the region, please make sure you purchase it from our site in that country.
Customers based in the Middle East use www.amadawear.ae.
Our eGift cards are single currency – you cannot use them to purchase items from other countries..
Does the eGift card has a value limit?
We offer multiple value options for you to select from or you can enter a custom amount instead.
How can I top up my eGift card or check it's balance?
You can do that through the by logging in your account and click "store credit". There you will be shown the options.
View Balance
How can I send a eGift card to someone?
1. Select the value you'd like to gift
2. Click " I want to send this as a gift"
3. Enter the reciepients email / who should recieve the eGift card
4. Enter your email to recieve a purchase confirmation
5. You also have the option of leaving them a heartfelt message and decide the date on which they will recieve the email with the eGift card.
PAYMENTS
What payment options do I have?
You can pay online by MasterCard, Apple Pay, Visa and American Express (AMEX), Paypal, G Pay, Revolut Pay, Shop Pay, Klarna and Clear Pay.
Store Credit
If you were issued a store credit you can redeem it by following the steps below.
- Go to the My Account link in the main menu.
- Log in with a one-time verification code.
- Once logged in, proceed by adding items to your basket.
- Your store credit will be displayed alongside other payment options on the checkout page.
Still Need Help?
If you can't find what you're looking for, don't worry. We are here to assist.
Contact us and one of our advisors will be happy to help.
