You can place your order using the following methods:
You have three options when ordering items from MADELEINE:
1) Look through the entire product range; get inspired by our latest fashion collections and style guides. Once on the item detail page, simply choose your favourite colour/s and size/s and the item availability information will be displayed. Then place your item in your shopping basket and proceed with the order.
2) Once you’ve found your desired item/s in the catalogue, go to the Quick Order form. Complete the item number/s and your size/s boxes and click on the button Checkout Securely. Your item/s is now in your shopping basket.
3) You can call our customer service number on: 0333 400 0 400. Lines are open 7 days per week, from 8am – 10pm. Outside these hours, we will take your enquires on our answerphone. We will be happy to return your call if required. Telephone calls may be recorded for training purposes. Calls to our number use free plan minutes (if available on your network plan). Otherwise, calls cost the same as calls to a UK landline number – even when calling from a mobile phone.
Your item/s can be delivered to an alternative address (from the billing address) within the UK. We use Royal Mail Tracked48. We do not deliver items to postal addresses outside of the UK. Please note, the vast majority of our good(s) are delivered within 5-6 working days. Delivery timescales may vary, depending on the availability of your good(s), your postal address, and any other factors outside of our control. Please allow up to 28 days for delivery.
With a standard order, there is no minimum order value.
If you wish to redeem a voucher code against your purchase, please ensure that you consider the minimum order value placed against the voucher terms and conditions.
Yes. You have the right to cancel a contract for good(s) at any time and without giving any reason – up to the expiry of at least 14 days. To exercise your right to cancel this contract, call our Customer Service number on: 0333 400 0 400 or email us on: email@example.com to notify us.
It’s also possible to refuse your package upon delivery. If you do this, it will be returned back to the Customer Services team via Royal Mail, which is trackable. You will be refunded once it has successfully reached the Customer Service team.
Depending on what stage your order has reached within our system, you may be able to make an amendment.
You can only change your order if the items/s have not yet been shipped.
Once your order has been processed and shipped, you are no longer able to amend or cancel the item/s.
If you wish to increase your order with extra items and your (original) order has been shipped, you will need to create a new order.
If you wish to amend your order or make a cancellation once your order has been confirmed, please email us on: firstname.lastname@example.org or call our Customer Service team on: 0333 400 0 400.
We accept payment with the following methods: MasterCard, American Express, VISA, VISA DEBIT and via PayPal. There are no additional fees to your card for any payment method.
All our prices are shown in pounds sterling (£) and include V.A.T. at the current rate.
Prices are exclusive of posting & packaging costs.
Due to circumstances beyond our control, prices may have to be altered (up or down), including any changes to the rate of value added tax.
You credit/debit card will be charged once your order has been shipped.
The correct price/s and/or costs will be included in your dispatch note.
Payment by PayPal account:
If you already have a PayPal account, you can choose this payment method -simply log in with your E-mail address.
If you don’t have a PayPal Account and want to pay using this method, you will need to sign up at: paypal.com. If you return any good(s), the money will then be credited back your PayPal account.
We dispatch orders from our German warehouse. Once the parcel arrives in the UK all orders are sent out using a contactless, fully traceable system via Royal Mail.
Stock permitting, we aim to dispatch all good(s) promptly. If possible, everything is delivered in one shipment. If not, we will bear the additional costs. If an item in your order cannot be delivered immediately, delivery may be delayed by a few days so that your order arrives in one package. The cost of delivery is a one-off £4.95 charge.
Please allow up to 28 days for delivery. Availability is guaranteed only while stock lasts.
Once your order has reached Royal Mail you will receive an email with your tracking number and from this point the parcel takes an average of 2-5 days to reach you.
We can provide an estimated delivery date upon request.
MADELEINE bear the full transport risk as far as your door. In the unlikely event of damage, we will replace item(s) free of charge. Please contact our Customer Service team in this case (email: email@example.com or call: 0333 400 0 400).
As a consumer, you have legal rights in relation to the good(s) that are faulty or not as described. We are under a legal duty to supply good(s) that are in conformity with the contract. Advice about your legal rights is available from your local Citizen’s Advice Bureau or Trading Standards office.
Yes, we include a postage-paid returns label in each delivery, enabling you to return or cancel good(s) to us with ease and at no cost to yourself.
You have a general right to cancel a contract for good(s) at any time and without giving any reason, up to the expiry of at least 14 days. (However, please note that MADELEINE returns allow up to 30 days) from the day on which you, or a third party nominated by you, (who is not the delivery carrier), have or has taken possession of the good(s).
To exercise your right to cancel, you must inform us of your decision to cancel this contract by a clear statement: e.g. a letter sent by post or by sending an email. In the case of us by either writing to us at: MADELEINE Fashion Ltd, Woodview Road, Paignton, TQ4 7SR, or via email: firstname.lastname@example.org or telephone us: 0333 400 0 400.
If you would like to request a refund/cancellation or an exchange, please return your good(s) with their original packaging and in perfect condition within 30 days of receiving them.
A postage-paid returns label is included within each delivery, enabling you to return/cancel good(s) to us at no cost to yourself.
Please ensure that you get a “proof of posting” certificate from your post office. This will cover you if the good(s) are lost in the post.
As soon as possible and in any event within 14 days, we will refund the cost of the good(s) sent back or cancelled.
To cancel your contract with us, you can either send the returns package back to us, or you can notify us in writing, via email or by telephone, that you wish to cancel the order using the following details:: write to us at: MADELEINE Fashion Ltd, Woodview Road, Paignton, TQ4 7SR, or email: email@example.com or telephone us: 0333 400 0 400.
VOUCHERS AND PROMOTIONS
Redeem your voucher by entering it into the box titled 'Please enter your promotion code' in the Shopping Bag once you have added your desired items.
Please ensure that you have entered the voucher code correctly (they are case sensitive), and click the button marked 'Redeem promotion code'.
Please ensure you complete the criteria required to redeem the voucher. For example, the period of validity, minimum order value, and the validity on reduced items.
All voucher’s validity are shown in the voucher conditions. T&C’s can always been found on our website and in the checkout section or in the printed material where the offer is advertised.
Whenever we promote a voucher, you will find the T&C’s included in the offer.
You’ll find the entire clothing collection, together with style edits and SALE items here.
You’ll find detailed sections to help personalise your shop – such as:
The ‘My Account’ area allows you to access your order summery and order history. You can also manage your address book here – both your billing address or shipping address.
Manage your personal details with convenience; from choosing payment methods to saving payment details.
Create a ‘wish list’ – store items of interest. You can also share your wish list with friends/family members.
Time saving: creating an account ultimately saves you (precious) time (check out with ease by saving your payment and address details for a smooth shopping experience).
Receive our catalogues – discover our latest collections.
Choose whether to sign up to receive our newsletters and receive exclusive online promotions.
Sign up to receive the MADELEINE newsletter and benefit from these advantages:
Sign up here: MADELEINE newsletter
Visit the MADELEINE homepage here: madeleine.co.uk.
You can either use the search box and enter the 7-digit item code from the catalogue to view the item and order online. Or, for an even quick ordering process, use the Quick Order section found above the search box on the website. Just enter the 7-digit item code of the article and complete the details on the size and quantity you wish to purchase. Once you have entered your order, you can add the item to your basket and checkout from there.
The current situation and the rapidly changing situation surrounding COVID-19 present new challenges to MADELEINE. We are doing our best to tackle these challenges with you in mind.
We have taken the necessary steps to do our part to minimise the further spread of the coronavirus. In our logistics and call centre, we have taken measures to ensure the best possible health strategies for the workforce. Our head office employees are now working from home.
Our online shop will of course remain open for you around the clock and will send your orders safely and reliably as soon as possible.
Yes, we are still sending out all available items reliably and in the usual high quality to your home.
Yes, Royal Mail have made the decision to avoid collecting signatures for packages for the time being, and instead taking the name of the person receiving the package instead.
Having knocked on your door, the person delivering your package will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.
For your peace of mind, we have extended the returns window from 30 to 90 days, in order to allow you to return your package when it is safe for you and others to do so.