Refund policy

Last updated: 26 October 2026

Your rights and our returns offer

This policy applies to purchases from madeleine-thompson.com. Our returns offer is additional to your legal rights. Nothing in this policy removes or limits rights that apply to faulty, misdescribed or otherwise non-conforming goods, or your statutory right to cancel an online purchase.

Our 28-day returns offer

For full-price items, we offer a change-of-mind return if you send the items back within 28 days of receiving them. Under this additional offer, items must be unworn, unused and unaltered, with their garment tags attached and original branded packaging. Trying a garment on carefully to check its fit is fine. Please protect items adequately for their return journey.

Our additional 28-day offer does not apply to sale items. Sale items still have the same applicable statutory cancellation and faulty-goods rights as full-price items. The conditions of our additional offer do not override those rights.

Cancelling an online order

UK consumers normally have the right to cancel an online purchase without giving a reason under the Consumer Contracts Regulations 2013. EU consumers also normally have a 14-day withdrawal right under the applicable consumer law in their country. Other mandatory local consumer rights continue to apply.

You can tell us you wish to cancel before delivery or within 14 days after the day you receive your goods. Where one order is delivered in separate instalments, the period normally runs from receipt of the last item. After telling us, send the goods back without undue delay and within a further 14 days. A longer statutory deadline, where applicable, takes precedence over our 28-day offer.

To cancel, email info@mt-cashmere.com with your name, order number and the items you wish to cancel. A clear statement is sufficient; you do not need to wait for approval to exercise your cancellation right. You may use the optional cancellation form below.

You may inspect and try on goods as you would in a shop. Where the law permits, we may deduct a loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We will not automatically refuse a statutory cancellation solely because packaging has been opened or tags removed. Statutory exceptions can apply, for example to goods made to your specifications or clearly personalised; any applicable exception will be explained before purchase.

How to return an item

Email info@mt-cashmere.com with your order number and the item or items you are returning. This email route is available whether you checked out as a guest or have an account. Include your order number inside the parcel and send it to:

Madeleine Thompson Returns
Loiz Cashmere Limited @ Big Yellow Self Storage
1 Ascot Road
Watford
Hertfordshire
WD18 8AL
United Kingdom

For change-of-mind returns, you pay the direct return postage cost unless we agree otherwise or the law requires us to pay it. Please package goods securely and keep proof of posting; tracked delivery is recommended. For international returns, contact us for customs instructions before posting to help avoid unnecessary charges.

Faulty, damaged or incorrect items

If an item is faulty, damaged, not as described or incorrect, please contact info@mt-cashmere.com with your order number and details of the problem. Photographs can help us investigate, but do not replace or restrict your legal rights. We will arrange an appropriate return and cover reasonable return costs where we are legally responsible.

For UK consumers, the Consumer Rights Act 2015 normally gives a 30-day short-term right to reject goods that do not meet the required standard. After that period, repair or replacement rights may apply, followed where appropriate by a price reduction or final right to reject. Faults can become apparent after delivery; they are not limited to damage visible on arrival. Normal wear and tear or damage caused by misuse is not itself a manufacturing fault. Equivalent mandatory rights in other countries are unaffected.

Refunds and delivery charges

Refunds are made to the original payment method, unless you expressly agree otherwise, without a refund administration fee.

For a statutory cancellation of the whole order, we refund the price paid and the cost of our least expensive standard outbound delivery option. Any extra amount paid for an upgraded delivery service is not refundable under that cancellation right. We may withhold the refund until we receive the goods or you provide evidence of sending them back, whichever is earlier. We then refund without undue delay and no later than 14 days after that event. Where we have agreed to collect the goods, the applicable deadline is normally 14 days after your cancellation notice.

For returns made only under our additional 28-day offer, we refund the returned item's price; original delivery charges are not refunded. We aim to process these refunds within 14 days of receiving the return. Faulty-goods refunds and associated delivery costs are handled according to the applicable statutory rights.

Your payment provider may take additional processing time to show the credit. Refunds are made in the original transaction currency, so currency conversion or bank charges may affect the amount displayed in your account. Duties or taxes paid directly to a customs authority or carrier may need to be reclaimed from them. These provisions do not limit refunds required by law.

Optional cancellation form

To: Madeleine Thompson Limited, 42 Sassoon Road, House 6, Hong Kong; email: info@mt-cashmere.com. Please send returned goods to the Watford returns address above, rather than the registered office.

I give notice that I cancel my contract for the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date:
Signature (only if sending this form on paper):