Help and Advice

COVID-19 updates
Orders
Payments
Deliveries
Returns
Account
Our shop
Becoming a supplier

COVID-19 UPDATES

Due to the pandemic there are changes to our usual procedures and lead times. Please take note of updates to delivery and shop opening hours.

You can place an order online 24 hours a day, 7 days a week. 

We are still monitoring the situation closely and we continue to maintain stringent hygiene and cleaning routines in our packing room.

Demand and delays

We are still experiencing high volumes of online orders. Due to the situation, there are delays in us receiving stock from our suppliers, our delivery providers, Royal Mail, is slower than usual, and the time it takes for us to process and pack is taking longer than usual. As a result, please be patient - your order may take up to 2-3 weeks to arrive.

We are also experiencing a huge increase in phone orders. If you can, please order via the website so that our staff can concentrate on picking and packing orders. Our phone line will now only be answered between 10am and 12pm Monday to Friday.

Purchasing items as a gift

Our products make perfect gifts and we can send them direct to the recipient - simple type in a different delivery address at the checkout. You can add a gift message at the time of purchase, you can also request us to gift wrap items and we are more than happy to write in greeting cards on your behalf. Just let us know in the gift message box at checkout. There will be no prices displayed on the invoice when an order is sent direct to someone else.

We thank you in advance for your co-operation and patience during this time.

ORDERS

How do I make a purchase?

You can place your order online 24 hours a day, 7 days a week.

Simply add the items you're interested in purchasing to your bag. You can access your bag at any time by clicking on the shopping bag icon in the top right of your screen.
If you already have an account registered with us, log in to your account and then proceed to checkout.

If you are a new customer or a guest customer, you will have the option to create an account or to go straight through to the checkout process.

We would recommend creating an account as this will allow you to keep an eye on the status of your order and view your order history.

In both cases, you will need to enter the details necessary to complete your order (i.e. your delivery information and email address). Ensure that all your address, order and payment details are correct before you confirm your order.

Can I order over the phone?

If you are unable to place an order on our website, you can place your order by calling us on 01286 831353 Monday to Friday 10am to 5pm. We would recommend orders for personalised items are placed on our website so that you can ensure the correct spelling.

How will I know you received my order?

You will receive a confirmation email from Adra when your order has been successfully placed. If you have not received an email, please check your junk mail filter. If you have created an account on our website, you can also log in to your account and view all the orders you have placed.

Can I add items to an existing order?

Unfortunately no, because we aim to dispatch your order as quickly as possible. If you wish to purchase an additional item, you will need to place a new order.

Can I cancel an order once it has been placed?

Your order can be cancelled up until the point that it has been fulfilled. If your order has already been fulfilled, unfortunately we cannot cancel it but you can return it within 30 days. Orders for personalised items must be cancelled within 36 hours of placing the order and cannot be returned once fulfilled, unless faulty or incorrect.

Can I change my delivery address once my order has been placed?

We can only change the delivery address shortly after an order is placed, so please call us on 01286 831353 as soon as possible to see if we can do this for you.

I would like to purchase an item as a gift, will the price be displayed on the invoice?

If you add a gift message at the time of purchase, it will appear on a gift receipt along with the item(s) details but without any prices.

PAYMENTS

What payment methods does Adra accept?

We accept the following credit and debit cards: Visa, MasterCard, American Express, Maestro/Solo, Visa Debit/Electron. We also accept payments through PayPal.

How do I redeem a gift cards, discount or special offer?

If you have a discount, promotional or gift card code, you can input it in the Discount Code box in the checkout page. 

How can I purchase a gift voucher for someone else?

You can purchase our Gift Cards here. We have two new types of gift cards - electronic ones that are emailed to the recipient and physical ones that you can present to the recipient. Both types can be used online and in our store at Glynllifon. Postage is free of charge on all gift cards.

(For Gift Vouchers purchased prior to 21 October 2020, please refer to the terms and conditions on the voucher itself)

DELIVERIES

What delivery options do you offer in the UK?

There are different delivery options you can choose from:

• Delivery to your home (or any other address of your choice): Starting from £2
• Collect from store: Free of charge

What are the delivery charges & how long will it take?

We aim to despatch items that are in stock as soon as we receive your order, usually within 1-2 working daysrking days. Orders are delivered by either Royal Mail or Parcelforce.

Personalised and made to order items will take longer, please see individual products for details. Some products will be despatched directly from the maker on Adra's behalf.

UK delivery: (including Channel Islands)

Orders £10 and under - £2 - 2-3 days
Orders between £10.01 and £49.99 - £4.50 - 2-3 days
Orders over £50 - FREE - 1-3 days

International delivery:

Cost is calculated according to the weight of the items in your basket. Not all items are suitable for shipping overseas due to their size, weight and material nature.

Europe
£5 - £15 (max 2kg)
3-5 days, International Standard Air Mail

World Zone 1
£6-£24 (max 2kg)
5-7 days, International Standard Air Mail

World Zone 2
£7.50-£30 (max 2kg)
5-7 days, International Standard Air Mail

World Zone 3 (USA)
£8.50-£30 (max 2kg)
5-7 days, International Standard Air Mail

How can I check if my order has been dispatched yet?

If you have created an account you can check your order status by logging in to the website and going to the My Account section.

Can I track my order?

The ability to track orders varies depending on the value, size, weight and destination of the parcel.

All UK orders over £30 are tracked.

The despatch confirmation email will include a tracking code you can use to track your order. Tracking is not available on international delivery orders.

Do you deliver abroad?

Yes, we do, but not all items can be sent due to their size, weight or material nature. Overseas postage for orders up to 2kg will be estimated in your shopping basket. If the contents of your basket exceeds 2kg, you will need to contact us for a shipping estimate.

RETURNS

Can I return an item?

We hope you’ll love your products as much as we do. However, in the rare event that you don’t, you have 30 days after receiving your item to request a return.

Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging along with the receipt or proof of purchase.

To start a return, please contact us at help@adrahome.com for a returns form and instructions on how to send your package. Items sent back to us without a returns form will not be accepted.

Damages and issues 

Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 

Some types of items cannot be returned, these include perishable goods (such as food), custom products (such as special orders or personalised items), and personal care goods (such as beauty products, face coverings and pierced earrings). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund too.

Can I return my online order to your shop?

Yes, items that you purchase through www.adrahome.com can be returned back to our shop at Glynllifon but a returns form must be requested in advance.

ACCOUNT

Do I need to set up an account to place an order?

No, you don't need to have an account to shop with us online. 
Registering online does have its advantages, here's some of them:

• Make future purchases quicker as you will never need to fill in your account information again
• Conveniently track your current order status and see your order history 

How can I create an account?

Registering an account on our website is very easy. Click on the Log in button and fill the form with your name and email address and choose your password.

Creating an account just takes 1 minute and you'll never need to fill your details again. In the My Account section you can also access and edit your details, addresses and payment information, as well as check your order history.

I've forgotten my password

If you've forgotten your password, choose the Forgot your password? link on the account login/register page. We will send you an email containing a link to set up a new password.

I can't sign into my account - what can I do?

If you are having problems signing in to your account, ensure that you are entering the correct email address and password for your existing account. If you continue to have problems logging in, try sending a 'forgotten password' reminder to your email address to ensure you have the correct email and password for login. 

How can I check my account details and information?

Checking your account details, addresses, order history and newsletter subscriptions is very easy. All you need to do is log in and go to the My Account section.

Is my information secure and private?

At Adra, we take care to protect your privacy and secure your information. We will never disclose your personal details to third parties.

OUR SHOP AT GLYNLLIFON

COVID rules

Please familiarise yourself with the current social distancing regulations for Wales before visiting. Only 1 household/bubble is permitted inside the shop at a time, all customers must sanitise their hands on arrival and wait at the entrance for staff assistance. All visitors aged 11 or older must wear a face covering before entering. A one-way system is in place, entrance only through front door and exit through side door. Please do not enter the shop if you have virus symptoms. Thanks for your co-operation and support!

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Where is the shop?

The shop is based in a former saw-mill situated in the grounds of beautiful Parc Glynllifon, located near the village of Llandwrog just off the main A499 road between Caernarfon and Pwllheli.

Parc Glynllifon, Ffordd Clynnog, Nr. Caernarfon, Gwynedd, LL54 5DY

What are the shop's opening hours?

Summer Opening Hours (April to September):

Open 7 days a week
Monday to Saturday: 10am-5pm
Sunday: 11am-4pm

Winter Opening Hours (October to March):

Open 4 days a week, plus every day during school half term holidays and throughout December.
Thursday to Saturday: 10am-5pm
Sunday: 11am-4pm 

BECOMING AN ADRA SUPPLIER

How do I become a supplier?

We're always looking for new suppliers to keep our ranges exciting. Everything we sell must either be made in Wales, designed by Welsh designers or feature the Welsh language. If your products fit our criteria, please send information along with images and prices for consideration via our Contact Us page.