Help and Advice
Due to the pandemic there are changes to our usual procedures and lead times. Please read carefully.
Our shop in Glynllifon has re-opened 4 days a week. Social distancing guidelines will be in effect. You can place an order online 24 hours a day, 7 days a week for delivery or collect from store.
We are still monitoring the situation closely, our staff are either working from home or working split shifts independently so that we are not in contact with each other and we continue to maintain stringent hygiene and cleaning routines in our packing room.
Demand and delays
We are still experiencing exceptionally high volumes of orders. Due to the situation, there are delays in us receiving stock from our suppliers, our delivery providers, Royal Mail, is inundated and 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.
We would recommend creating an account with us as this will allow you to keep an eye on the status of your order and track your order without having to contact us.
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.
Redeeming in-store gift vouchers whilst the shop is closed
If you have an in-store gift voucher which can only be spent in our shop at Glynllifon, feel free to post it to us with the details of what you would like to purchase and your full address and contact details and we will post the items to you. If the order total exceeds the amount on the voucher we will call you to take the extra payment.
We thank you in advance for your co-operation and patience during this time. Keep safe everyone and stay at home!
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 two emails after your order has been successfully placed - an order confirmation email from Adra, and an email from SagePay or Paypal to confirm successful payment. If you have not received both emails, 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 14 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 the packing note along with the item(s) details but without any prices.
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 voucher, discount or special offer?
If you have a discount, promotional or Gift Voucher code, you can input it in the Discount Code box in the checkout page. The value of your Gift Voucher must be spent in a single transaction.
How can I purchase a gift voucher for someone else?
You can purchase our Gift Vouchers here. We have two types of vouchers - online vouchers and in-store vouchers. Whilst both can be purchased on our website, online vouchers can only be spent on our website and in-store vouchers can only be spent in our shop at Glynllifon.
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 under £10 - £2 - 2-3 days
Orders between £10.00 and £49.99 - £4.50 - 2-3 days
Orders over £50 - FREE - 1-3 days
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.
£3 - £14 (max 2kg)
3-5 days, International Standard Air Mail
£4 - £20 (max 2kg)
3-5 days, International Standard Air Mail
Rest of the World
£4-£22 (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.
Can I return an item?
We hope you'll love your products as much as we do. However, in the rare event that you dont, you may return the items to us, within 28 days of receipt for a full refund or replacement. All items must be unused and in their original packaging.
If your goods are damaged, faulty or incorrect, please contact us via the contact form or call us on 01286 831353 and we will endeavour to replace them.
Due to the nature of personalised goods, we are unable to offer refunds on these items. If the personalisation is incorrect due to our error, or if the goods are faulty, we will offer a full refund or replace the item at no further cost.
For reasons of hygiene we are unable to refund or exchange pierced earrings.
How do I return an item?
Make sure all parcels are sealed and well protected and that you have included your order number, details of the order and the reason for the return. It is your responsibility to arrange and pay for the return of the products to us and we strongly recommend that you obtain proof of posting as we cannot take responsibility for returns lost or damaged in transit. You can also return items to our shop at Glynllifon.
Returns postage costs are not refundable unless the goods are faulty or incorrect.
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.
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. To buy without registering, simply use our Guest checkout option.
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 youll 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. For more help, contact us.
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.
We use SagePay to keep your information safe and inaccessible to other Internet users.
Our Shop at Glynllifon
Our shop in Glynllifon is still closed to the public until further notice, but you can order online and choose to Collect from Store and you can return items to our office.
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
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
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.