CONFIRMATION
Shortly after you have placed your order you will receive an e-mail confirmation from us. We recommend that you go over your order and save your order confirmation if you need to contact our customer service. Please let us know right away if you have any issues with the order.
DELIVERY TIMES
Normal delivery time (if nothing else is stated) is 3-6 business days in Sweden and orders to Europe, the rest of the world 5-10 business days. These delivery times does not include any delays that might happen with delivery courier.
If a product is sold out delivery time can be longer. In case of longer delay in delivery you always have the right to cancel the purchase. If you wish to do so please contact customer service via email info@madelane.se .
Please be advised that during SALE delivery times can be longer than usual.
You will receive your delivery confirmation by e-mail as soon as we ship your order.
All deliveries are made by post or our transport partners TNT and DHL. You will receive a conformation when the package is ready for pick up at your nearest collection point. If your package is delivered to your door it normally requires your signature.
SHIPPING COSTS
Shipping costs in Sweden 120 kr, within Europe starts at 20 EUR depending on destination and order size. Shipping within Europe is free if order is from 200 EUR. A return from Europe is paid for by the customer. To the rest of the world, delivery cost starts at 33 USD. Any customs duty and/or taxes are paid by the receiver. A return from rest of the world is paid by the customer. If a package is not picked up we charge a fee of 15 EUR/20 USD.
All extra charges, costs and additional fees must be paid for by the customer. If not, Madelane will deduct these from your credit.
PRICE AND PAYMENT
Every product is shown including tax. You can see the total price including all fees, taxes, shipping and method of payment in the shopping cart. Our partners guarantee that every purchase will be safe and that your card information is protected. We currently accept VISA, MASTER CARD. Swedish customers also have the option of paying with KLARNA. Your invoice will be sent to you with your order.
RETURNS, EXCHANGES AND MONEY-BACK GUARANTEE
Please be careful when you try the garments at home, some are particularly fragile and it is your responsibility that the product is returned in original condition. If you are not completely satisfied with your Madelane product you have the option to return or exchange it within 14 days after you have received the order.
To return or exchange your order, please contact our customer service info@madelane.se and we will email you a return/exchange form and information on how to proceed with a return/exchange.
All products must be returned unused and in the same condition as they were when you received them with all hang tags still attached.
The cost of any returns or exchanges will be at the customer’s expense.
Once the returned item/items have reached our warehouse we will issue a full refund minus cost of the return within 14 bank days. Normally we refund your purchase within 14 days. In individual cases it may take up to 30 days which is the maximum time according to consumer law.
TRANSPORT DAMAGE OR LOST IN TRANSIT
All Madelane products are insured against theft and damage while the product is in transfer. When the transfer is complete and the customer has received the package it is no longer under our insurance. It is therefore important that you promptly report any damage or lost goods to us at: info@madelane.se. If the package is damaged or fractured, please immediately notify the carrier. Once you have signed for/received your package it will not be covered by our insurance. Madelane cannot be held responsible for any items lost in transit. Please note: when making an international return or exchange always state “for exchange” on the package. Without such notice the package is at risk for additional custom costs and taxes. Madelane does not cover any of these costs.
PRODUCTS INFORMATION: COLORS AND IMAGES
Please have in mind that we cannot guarantee that all our photos show the exact color of the products. However, we are doing our best in having pictures that are as accurate as possible. Note that all prints are hand printed and the pattern placement will be unique on each garment.
CUSTOMER SERVICE
For any questions please contact us via email info@madelane.se .
It may take up to 48-72H for us to reply. For urgent inquiries give us a call on +46 72 830 08 46, we answer weekdays 11am-5pm.
PRIVACY POLICY & COOKIES
By agreeing to our Terms & Conditions you agree to our Privacy Policy & Cookies. We encourage you to read our full Privacy Policy & Cookies.
We take your privacy very seriously. This document outlines how we collect and use your data, and gives you information about your rights.
HOW DO WE COLLECT INFORMATION?
When you place an order online
We will gather all the information we need to process your order. (For example: name, email, postal address, billing address, card number or other payment method details, contact phone number. We also capture your IP address for fraud check purposes only). When you first place an order online you will also be given the option to opt in for email marketing. We will not send you email marketing unless you tick the box to ask us to, or unless you have asked us to previously. You can opt out of email marketing at any time by clicking the Unsubscribe link at the bottom of any email, or by contacting customer services.
When you place an order with us online, we will also send you a feedback request email even if you have not opted-in to receive email marketing. We do this so that we can improve our service to you. Any feedback you send us will remain anonymous. You can opt out of receiving these emails by clicking the Unsubscribe link at the bottom of any email, or by contacting customer services.
As with all sensitive data we keep all of these details securely in our systems. The exception is payment details which are sent to and managed securely by our payment service provider. We do not keep a record of your credit card, for example, apart from the card type and last four digits for reference.
When you contact customer services
We keep records of any communications we have with you so that we offer the best service to you and so that we can refer to them at later date if we need to. As with all sensitive data, we keep these details securely.
WHAT DO WE DO WITH YOUR DATA?
When you place an order online
Primarily we use the data you provide to us to fulfil our contract with you: we use your delivery address to know where to send your order; we use your email address and mobile phone number to update you about your order status.
When you contact customer services
We only use this data to answer your query, to refer to at a later date if necessary and to train our staff. We have a legal obligation to keep this data for six years after which time it will be deleted from our databases.