Shipping policy
SHIPPING
Madnesses works with a global network of talents and many of the products or creations offered on our website, are shipped directly from the artists or designers using their own packaging, and shipping provider can vary.
Once the goods you have ordered have been delivered to your specified delivery address, you will become the owner and at this point, the goods become your responsibility and neither Madnesses Store or the designer/artist(s) has any responsibility for taking care of the goods from that point onwards.
SHIPPING TIMES AND COSTS
Shipping times and costs may vary per item, as we work with independent artists and designers in different locations around the world.
Before you make a purchase, please check the 'Shipping' tab on each product page for information on where your order will be shipped from, production times and dispatch time in the case of made-to-order items, as well as shipping costs.
Note that shipping costs can be higher when you order items from different designers – we will do our best to consolidate your orders to reduce your shipping costs when possible.
If you are purchasing several items from different creators and wish to request a shipping quote before your purchase, please email The Mad Team at madpeople@madnesses.com
Madnesses shipping rates are carefully structured to cover the majority of shipments. We do our best to ensure fairness and affordability for our customers. Sometimes, specific customer addresses may need supplementary shipping expenses. This could arise due to factors such as remote locations or specialised delivery requirements. If this happens to be your case, we will communicate any such additional charges via email with the opportunity to cancel your order if needed.
If you have any questions regarding shipping rates or times, please email: madpeople@madnesses.com
TRACKING
You will receive an email with the tracking information once your order is shipped. Please note that Madnesses is not liable for missed deliveries and reserves the right to charge you the costs for shipping charges of uncollected packages, left at your requested delivery address.
For international orders, please check the status of your parcel as there may be customs and taxes to be paid for higher value items entering your country to receive your order. Failure to pay these charges on time may result in the return of your parcel, as well as you being liable to pay the taxes as these will have been charged to the designer.
TAXES & DUTIES
Please note that the product price and shipping costs for higher value items may not include taxes and import duties for your country. Taxes and import duties may be charged when the shipment reaches the country of destination. Customers are liable to pay these. Please, see the shipping tab on the product page(s) to check the location of the item. Failure to do so will result in the item being returned and the taxes and return costs deducted from your refund amount.
To get an indication of the cost to expect, you may want to check an online calculator such as Simply Duty: https://www.simplyduty.com/import-calculator/.
Please keep in mind that these values are only estimates and that there may be discrepancies between what the calculator says should be charged and what is actually charged (e.g. calculator’s estimate would usually apply a standard VAT rate and it will NOT include the individual carrier’s admin surcharge for example).
RETURNS
All goods returned must be in an unused, perfect and saleable condition with the original product packaging, labels, tags and instructions where appropriate. If the goods do not reach us in this condition, then your right to a full refund may be affected.
Please note that items categorised such as made-to-order, custom order, pre-order items made on request in a specific finish, colour or fabric, as per the customer’s specifications cannot be returned. This is in accordance with clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013 . Additionally, please be aware that certain designers do not permit returns or refunds, as explicitly mentioned on their product listings. If you have any questions about any items offered on Madnesses website eligibility for returns, please email The Mad Team at madpeople@madnesses.com .
For items that are eligible for returns, you are entitled to return your order for any reason and without the need to explain why you are returning it, within 14 days of receiving the order. If you wish to make a return, please email madpeople@madnesses.com with "RETURN + your order number" in the subject line. We will be in touch shortly and provide you with instructions and the return address.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You have the right to open the package and check the contents but note that your item(s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
The refund will be processed within 3-5 working days of receiving the item. Please note that shipping costs cannot be refunded, and you are responsible for the costs of returning the goods. Please remember it can take some time for your bank or credit card company to process and post the refund too.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, and email us image(s) and explanation if necessary, so that we can evaluate the issue and make it right.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.