Categories
Return Policy
Online Returns - Madia & Matilda want you to love your upcycled item(s), if you are not entirely satisfied with your purchase, please e-mail us at info@madiamatilda.co.uk and return the item in a saleable condition with a returns form, within 14 days for a refund
In order to return your item(s) by post, simply complete the enclosed returns form with your name, address, and order number. Ensure your goods are securely wrapped and the completed returns form is enclosed with any tags As, Madia & Matilda believe in sustainable living, it is our mission to contribute to a less wasteful world. Therefore, we need your help recycling, tags or labels when returning a item(s).
Once we’ve received your returned item(s) we will send you an email to confirm your refund, which will be processed within 14 working days of receipt. You can expect the refund to reach your account within 14 working days. If after 30 working days you have not received an email from us. Contact us via the contact details below and we will be more than happy to answer your questions as best as we can.
Free Shipping is not included for returns, unless faulty or above the value of £42.00 to which we need to be notified within 36 hours of receiving the item(s). Then the process is as follows:
Returning goods by post - It’s easy to return your item(s) by post. Simply complete the enclosed returns form with your name, address, and order number, leaving a detailed description.
Ensure your goods are securely wrapped and the completed returns form is enclosed. Take the goods, along with the dispatch note, to the Post Office. Make sure you obtain a ‘proof of postage’ certificate which you should retain until you’ve received your refund. It usually takes up to 14 working days from the postage date to receive items and process refunds. Under busy periods this could take longer. If after 30 working days you have not received an email from us. Contact us via the contact details below and we will be more than happy to answer your questions as best as we can.
Update to returns is in action as of 14th Sept 2019
- If you return an item within 30 days from receiving the item(s), you'll get a full refund paid to your original payment method, as you did previously.
- If you return an item and it takes you between 31 and 45 days from receiving the item(s), you'll also now get a refund – but it will be given to you as a Madia & Matilda gift voucher instead.
This is in order for us to remain contributing to sustainable circular fashion
Online CANCELLATION Period - If you wish to cancel your order before the end of the statutory cancellation period (14 days from the day after you receive the goods), you can notify us by email at administration@madiamatilda.co.uk Items must be returned with the returns form, as outlined above.
Alterations cancellation Period
Deposits and Payment - We work by a deposit system with all prices and estimates quoted and recorded. full payment is required at or prior to collection or dispatch. In most cases full payment or a 50% deposit is required prior to commencement of any alteration. Unless otherwise stated. Once your measurements have been taken and a fabric, design and any personalisation has been decided upon you have 36 hours to cancel your order via email or in writing. If no cancellation has been made during this period this is then taken as a confirmed order and your order will be processed & handed to the in-house manufacturers.
Alterations Returns - Due to the nature of our business being sustainable we can not accept a cancellation after this point and under no circumstance will a refund be issued for a deposit of a bespoke item that has been made to measure.
Stylist Solutions
- When booking your consultation we will email you all the details of your booking as well as an invoice for the full amount of the consultation. Once this is paid- the booking is confirmed.
- If you cancel with less than 36 hours’ notice, we reserve the right to charge the full cost of the appointment.
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Client's obligation
- a. For us to meet your styling needs we appreciate you being open and honest with us.
b. All our consultations are initiated with a Personal profile questionnaire. Our request is that that you complete your personal profile honestly so we are able to meet your styling expectations.
Service
- a. We pride ourselves in delivering a professional tailor made service to meet your styling needs. We treat all clients with respect and expect the same in return.
b. A comprehensive description of our services are listed on our website.
Our fees
- a. Our fee is not fixed and is dependent on the service required and the duration of your consultation. Once agreed you will be invoiced accordingly. Please see our fees page.
Payment
- a. We require full payment of your invoice 5 working days before your consultation. When your payment has been received your consultation will be confirmed.
b. We do not accept cheque payments. Our preferred method of payment is via bank transfer; bank details are on your invoice.
c. We are unable to guarantee your consultation if your payment is not received within the specified period.
Cancellation
- a. Cancellations must be made 36 hours before the agreed date of your consultation.
Refunds
- a. Refunds are applicable if requested within the specified cancellation notice of 36 hours.
b. Cancellations made after this period will not be refunded.
Expenses
a. Travel expenses may be necessary for the execution of your consultation and is dependent on your location. This includes rail, taxi, bus, airfares and car mileage in a company or personal vehicle. Car mileage will be charged at £0.50 pence per mile. Expenses are in addition to our fees and the cost of your garments.
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