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        • Winter Essentials
        • Festive Looks
        • Cosy Styles
        • Alpin Chic
        • Trend colours
        • Wild Berry
        • MADELEINE celebrates you!
        • Special Moments
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      • All products
      • Athleisure
      • Blazers
      • Blouses, shirts & tunics
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      • Jackets & coats
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    • Home
    • FAQs

    FAQs

    ORDERING

    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.

    We charge a one-off £4.95 fee for posting and packaging for delivery within the UK. Even if we despatch multiple parcels to complete your order, we only charge (you) once per order.

    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 protected] 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: [email protected] or call our Customer Service team on: 0333 400 0 400.

    PAYMENT

    We accept payment with the following methods: PayPal.

    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.

    DELIVERY

    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.

    The vast majority of our good(s) are delivered within 5-6 working days. However, please note that timescales for delivery can vary depending on the availability of the good(s), your address or any other factors outside our control. 

    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 protected] 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.

    If you don’t receive your entire order at once, it might be due to a partial delivery. Therefore, all missing good(s) will be delivered as soon as possible. The items in your parcel should always match your despatch note. If you don’t receive a second parcel within the next few days, or if there is an item on your despatch note that isn't in the parcel then please contact our Customer Service team on: 0333 400 0 400 or [email protected] and they will be glad to help rectify the issue.

    RETURNS

    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. 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: [email protected] or telephone us: 0333 400 0 400.

    If you would like to request a return/cancellation, please return your good(s) with their original packaging and in perfect condition within 14 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 protected] 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.

    Only one voucher can be used per order.

    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.

    ONLINE SHOP

    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:

  • ‘Be inspired’ sections
  • Seasonal events edits
  • Entire outfit suggestions/shopping edits
  • Explore our zoom-in function; appreciate the fabrics, materials and textures on your favourite items.
  • Use our catwalk videos to see how your favourite items look in reality.
  • Shop with ease using our helpful filter options: colour, size, season, or material.
  • Sort your search by: availability, bestsellers or new arrivals using the sort feature. Find your outfit with efficiency and speed.
  • View your order history and order overview.
  • Helpful Information - we offer plenty of information and guidance on how to get the best from your shopping experience. If you need some help finding your body type and size, if you want to learn more about fabrics, or wish to explore our style guides – you can find this helpful information under the JOURNAL section.
  • Yes you can. Your items will be saved for 100 days (or until you clear your browser Cookies). This enables you to come back to your chosen items, and even add in new items or amend the order –should you need to.

    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.

    NEWSLETTER

    Sign up to receive the MADELEINE newsletter and benefit from these advantages:

  • Receive a £20 off welcome voucher to redeem against your first order.

  • Be on top of the latest trends. Receive outfit suggestions, style inspiration and fashion updates.
  • Never miss our exclusive online special offers and sale alerts.
  • Discover new collections before anyone else with early access or previews.
  • Newsletters are free, and you can unsubscribe with ease at any time.
  • Sign up here: MADELEINE newsletter

    GENERAL QUESTIONS

    Currently it is not possible to select a delivery date, however, if you’re going on holiday, or you wish to postpone the delivery for other reasons, please contact our customer service team to organise this. (Email: [email protected] or call: 0333 400 0 400)
    Occasionally, we may have to split your order over more than one delivery as a result of stock availability, however, you will only pay one postage fee and we will endeavour to ship any remaining items as soon as possible.
    You will receive an order confirmation immediately, this will be sent to the e-mail address that you entered when you ordered online, or if you ordered by phone then you will receive an email if you provided the customer service team member with an email address.

    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.

    If your password has been incorrectly entered 5 times in a row, your login will be blocked for your own security, and to prevent any misuse. When this happens, you will be sent a corresponding error message. Please contact our Customer Service team by calling: 0333 400 0 400 to re-set the online account.

    You can find further information and support to help you get correct measurements and find the perfect fit using these handy guides: Sizing Guides

    Get a £20 welcome voucher for your newsletter registration now!**
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