Returns, Exchanges & Refunds Policy
Returns, Exchanges & Refunds Policy
We want every MADELINE piece to arrive in perfect condition. If there is an issue with your order, or if you would like to request a return or exchange, please contact us within 14 days of receiving your order.
General conditions
Returned or exchanged items must be unused, in new condition, and sent back with all original tags, packaging, accessories, complimentary items, and proof of purchase.
MADELINE reserves the right to inspect the item before approving a return or exchange.
Damaged, defective, or incorrect items
If your item arrives damaged, has a defect, or is different from what you ordered, you may choose to:
- Receive a replacement at no additional cost, or
- Receive a full refund to your original payment method.
MADELINE will cover the relevant shipping costs when the issue is caused by us.
Change of mind
If you change your mind and the item meets the general conditions above, you may request a return or exchange within 14 days. You may choose to:
- Exchange the item for another product
- Receive a Gift Voucher for a future purchase, or
- Receive a refund to your original payment method
Customers are responsible for return shipping costs for change-of-mind returns.
Made-to-order or personalized items
Made-to-order or personalized items cannot be returned or exchanged due to a change of mind, unless the item is damaged, defective, or different from the confirmed order details. This does not affect any rights provided by applicable law.
Refund method and timing
After a return is approved, MADELINE will process the refund to the original payment method within 15 days. The time it takes for the funds to appear may vary depending on your bank or payment provider.
A Gift Voucher will be issued only when the customer has chosen and confirmed this option. It will not automatically replace a monetary refund.
If a refund to the original payment method is unavailable, MADELINE will contact the customer to arrange another appropriate and secure refund method.
How to request a return or exchange
Please contact MADELINE with your order number, the reason for your request, and photographs if the item is damaged, defective, or incorrect. Our team will confirm the next steps and return address before you send the item back.
Please do not return an item before your request has been confirmed by our team.