Frequently asked questions
Where do you ship?
We currently ship within the United Kingdom only. We do not offer international shipping at this time.
How long will it take to receive my order?
Orders are processed within 1–2 business days (Monday to Friday) and shipped with a trusted carrier. Transit typically takes 3–5 business days, for an estimated total delivery time of 4–7 business days. Orders placed after our 5:00 PM (GMT) cut-off are processed the next business day, which may add a day to the total.
How much does delivery cost?
We offer free delivery on all orders within the United Kingdom. No minimum purchase is required.
Which carriers do you use?
We ship with reputable UK carriers, including Royal Mail and DPD. Carrier selection may vary depending on your destination and operational requirements.
How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. Please allow 24–48 hours for tracking information to become active.
What if I entered the wrong delivery address?
Customers are responsible for providing accurate delivery details at checkout. An incorrect or incomplete address may cause delays or a returned package, and additional fees may apply for redelivery. If you spot a mistake, contact us as soon as possible and we'll try to help before the order ships.
What if my order is lost or delayed?
If your package is delayed beyond the estimated delivery window, please contact us. A shipment may be considered lost if there are no tracking updates for an extended period as determined by the carrier, and we'll help open an investigation when needed. This does not affect your statutory rights.
Can I cancel my order? (14-day cooling-off period)
Yes. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving the goods. Let us know by email or via our contact form within that period, then return the goods to us within 14 days of cancelling. We'll refund the price paid plus standard outbound delivery.
What is your returns policy?
In addition to your statutory 14-day cancellation right, we offer a goodwill returns window of 30 days from delivery for change-of-mind returns. To be eligible, the item must be unused, in its original condition and packaging, and include all accessories, labels, and documentation.
My item is faulty or damaged — what are my rights?
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they're faulty, you can reject them for a full refund within 30 days of delivery. After 30 days (up to 6 months), we'll offer a repair or replacement, and a refund if that isn't possible. For faulty, damaged, or incorrect items we cover the return shipping — just contact us with your order number and photos.
How do I start a return?
Email us at info@madirane.com with your order number and reason for return. Wait for return authorisation and instructions, then return the item securely in its original packaging using a trackable service. We recommend keeping proof of postage until the return is complete.
Who pays for return shipping?
For faulty, damaged, or incorrect items, we cover the return shipping. For change-of-mind returns and statutory cancellations, you're responsible for the cost of returning the goods, which is non-refundable.
When will I receive my refund?
Once we receive and inspect your return, approved refunds are issued to your original payment method within 14 days of us receiving the goods back (or your proof of return). Your bank or payment provider may take additional time to post the refund.
Is there a restocking fee?
No. We do not charge any restocking fees.
Which items can't be returned?
Certain items are exempt from cancellation and goodwill returns, including final-sale items (where lawful), gift cards, personalised or custom-made items, and sealed goods unsealed after delivery that aren't suitable for return for health or hygiene reasons. This does not affect your rights for faulty goods.
Do you offer exchanges?
We don't process direct exchanges. If you'd like a different item, please return the original (if eligible) and place a new order.
What payment methods do you accept?
We accept Visa, Mastercard, and American Express, as well as Apple Pay, Google Pay, and Shop Pay. Available payment methods are shown at checkout and may vary depending on your device, browser, or payment provider.
What currency are your prices in?
All prices are displayed and processed in pounds sterling (GBP) and are inclusive of VAT where applicable. Any applicable taxes are shown at checkout before you complete your purchase.
Is my payment secure?
Yes. All payments are processed securely through trusted third-party providers using SSL encryption, and we do not store your full card details on our servers.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How can I contact customer service?
You can reach us by email at info@madirane.com, by phone at [Phone number], or through our contact page. Our customer service hours are Monday–Friday 9:00 AM–5:30 PM (GMT) and Saturday–Sunday 10:00 AM–3:00 PM (GMT).