FAQ

 

If you have a question that is not answered on our site you can email us at info@madamchic.nl?

Is my personal information kept private?

Please be assured that we consider all the information you share with us totally private and confidential. For details please read MadamChic's Privacy Policy.

At no point will we share, rent or sell your personal information without your consent. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. Please note that we do not keep your credit card details online and these details are therefore protected from any breach of security. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user’s qualifications and to bill the user for products.

Can I return an item that does not fit and exchange it?
You can return an item for a full refund. You will be able return your item as long as the item is in the same condition, unworn and all tags are attached within 14 days.

My item is faulty, I wish to send it back as a reclamation
In the unfortunate case that you have received a faulty / damaged item, please contact the Customer Service  department or send a email to info@madamchic.nl so that we can help you.

Can I cancel my order?
Please contact us as soon as possible. If your order has not been shipped we might be able to cancel it. 

Can I change my order delivery address?
Please contact us as soon as possible. If your order has not been shipped we might be able to change the delivery address.

How will my order be packaged?
We take extra care to send your item(s) securely wrapped so your order will not be damaged during the delivery process.

How will I know that you have received my order?
We will send you a confirmation by email as soon as your order has come through in our system.
Please note that it may take up to one hour before you receive this email. This is due to the fact that the payment needs to be approved by your payment provider.

As soon as your order has been shipped, you will receive a dispatch email with your track & trace number.

Do you ship to my country?
You can select your region by clicking on the country at the top of the page. This can be changed whilst you shop, or at the checkout. Please note that you may be charged a customs fee / duties when you order from our website if you are based outside the European Union. If you are unsure about the rules in your country, or for more information, we recommend you contact your local customs office.

In which currency will I be charged?
All our prices are either in Euro, GBP or US dollars depending on where you live. We are unable to charge you in any other (local) currency.

Does MadamChic have seasonal sales?
MadamChic offers seasonal sales, which can be found at the top of every page.

The item I bought is now on sale, can you refund me?
It is very difficult for us to know if and when something will go into sale. As a result we are unable to refund the difference if an item goes down in price after you have made a purchase.

Detailed shipping information can be found here.

How is my order delivered, I live within the Netherlands?

Your order will be delivered with POST NL. The delivery time is around 1-2 business days. All orders that come in before noon on business days will be delivered the day after. 

You will receive a tracking number that allows you to track your parcel from door to door.

How is my order delivered, I live outside of the Netherlands?
Your order will be delivered with POST NL or DHL4YOU. The delivery time is around 1-4 business days within Europe and 2-14 business days to the rest of the world, depending on where you live.

You will receive a tracking number that allows you to track your parcel from door to door.

If you have not received your order after 6-7 business days or if you have a feeling something is (going) wrong with the delivery please contact us so we can help you.

How do I return my item?
You will find a return form with instructions included in your parcel. Follow the instructions on the return form, if you need help please contact our customer service team.

What are the terms & conditions for returning an item?
As we understand it can be difficult to get the right size you can always return an item.  We accept items that are as new, i.e. unworn, in their original packaging and tags attached.
If you have ordered shoes, or any other item that is delivered in a box, please bear in mind that the box is part of the item. Do not tape or write directly on this box, as we will not be able to accept your return.

For hygiene reasons we cannot accept returns on jewellery. 

How long does it take for my return to be processed?
It usually takes around 1-7 days after returning an item until we have processed your return. The shipping itself is usually around 1-2 business days. After your parcel has arrived at our boutique it takes a few days to process and register your return. This is due to the fact that they have to check and register all returns manually.

However, during busy periods, such as sale, it may take up to 14 days for your return to be processed.

How long will it take for my refund to be visible?
It usually takes a 2-5 business days for refunds to be visible on credit cards, and 1-2 business days for Paypal refunds to show from the day we issued the refund.

How soon will I get my money back?
Refunds will usually be made within 7 days of the date of return of the item to MadamChic. All undamaged, correctly returned products will be credited to the original purchaser's payment card or account.