Skip to Content

FAQs

How can I contact you?

What are you doing to to help prevent the spread of COVID-19 in your warehouse & with your delivery partners?

We have implemented extra measures to ensure safety and hygiene at our warehouse, and are working with reduced teams in order to minimise contact where possible. Our delivery partners, DHL and FEDEX, are also closely monitoring the health and safety of their teams. Customers are not expected to sign for goods at present, and our delivery partners can also accommodate contactless delivery if preferred.

Will there be a delay in receiving my order because of COVID-19?

Currently, there may be a slight delay in processing orders and returns. This is due to the reduced operating staff at our warehouse and with our delivery partners.

Has your return policy changed due to COVID-19?

Our refunds policy is 30 days and will offer store credit for returns that are received after this time, up to two months from the original purchase date.

How can I track my order?

We will provide tracking info for each order

What payment methods do Madeleine Thompson accept?

We accept Visa Credit and Debit cards, Mastercard, American Express, Visa Delta, Maestro, Solo, Visa Electron, Diners International and Discover.

Duties & Taxes

Any added duties and taxes upon delivery must be settled by the recipient. For more information please contact your local customs and duties office.

Do any tax charges apply?

Any custom or import duties incurred at the point of destination will be your responsibility as these fees are set by the customs agency (excluding US orders, where Duties & Taxes are paid by us).

I cannot find my delivery country in the drop-down box at checkout, what should I do?

To choose the correct shipping and currency on our site, select the currency symbol box at the top right-hand side of our homepage. Locate and select the correct destination from the drop-down menu or by typing.

Can I cancel my order?

You have the right to cancel this contract within 14 days of receiving your order without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us (email info@madeleine-thompson.com) of your decision to cancel this contract by a clear statement.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

I forgot to apply my promotional code, what should I do?

Our one-time-use promotional codes can only be applied when placing your order and not afterwards. However, if not used first time round you are more than welcome to use it on your next purchase.

I haven't received my 10% email sign-up promotional code?

Once you have registered your details, you will receive a follow-up email containing your discount code. This may take up to 24 hours to appear. Be sure to check all junk and spam email boxes.

I have recently made a purchase & seen that it has since been reduced in price, what should I do?

Unfortunately, we will not be able to refund you the difference. Please feel free to return your items and place a new order.

I think my item is faulty, what should I do?

For all faulty enquiries please contact customer care at info@madeleine-thompson.com with a brief explanation of the fault and if possible, some photographs. Someone in our Customer Care team will contact you back with the best way to proceed.

How do I know it is safe to shop with you?

Madeleine Thompson takes your data protection very seriously and therefore we have ensured that we are PCI compliant (Payment Card Industry Data Security Standard). All orders are processed through a secure checkout system provided by your choice of Shopify Payment or Paypal.

Is my personal information kept private?

Please be assured that all the information you share with us is private and confidential. At no point will we share or sell your personal information without your consent. Please see our Privacy Policy for more information.

What is your returns policy?

Please click on our Delivery & Returns page for full details.