Refund policy

Returns & Refunds Policy
Last updated: July 2026

Our Commitment
At Madeleine & Ivy we want you to love every purchase. If something isn't right, our customer support team is here to help find the best solution for you.

How to Contact Us
All return and refund requests must be submitted by email to info@madeleineandivy.com. Our team responds within 48–72 hours. We do not offer phone support.

30-Day Guarantee
Our 30-day guarantee applies to items that arrive faulty, damaged, or significantly different from the product description and images on our website. This guarantee does not apply to:

  • Sizing or fit preferences
  • Fabric feel or texture preferences
  • Change of mind or buyer's remorse
  • Items ordered in the wrong size
  • Colour variations that fall within normal screen-to-real-life variance
  • Items that have been worn, washed, or altered

Sizing Issues
Because our products are sourced internationally, we strongly recommend consulting our size guide before ordering. If your item doesn't fit as expected, we offer a free size exchange — we'll send the right size at no charge and you keep the original. No return required.

Not As Described
If you believe your item is significantly different from what was advertised, please contact us within 30 days of delivery with clear photos of the item received. We will review your case and if the item is confirmed to differ materially from our listing we will offer an appropriate resolution including a partial or full refund where applicable.

Damaged or Defective Items
If your item arrives damaged or defective please contact us within 7 days of delivery with photos showing the damage. We will arrange a replacement or refund as appropriate.

Returns & Return Shipping
Because our warehouse is located overseas, return shipping costs are the responsibility of the customer and typically range from $30–$40 USD from the United States. In most cases we are able to offer a resolution that avoids the need for a return entirely — such as a free exchange or partial refund — which we believe represents better value for our customers.

We do not provide prepaid return labels.

Refunds
Approved refunds are processed back to the original payment method within 5–7 business days. Refunds will not be issued for:

  • Items returned without prior authorisation from our support team
  • Items returned outside the 30-day window
  • Items where the issue does not meet our returns criteria as outlined above
  • Sizing or fit issues where a free exchange was offered and declined

Order Cancellations
Orders can only be cancelled before fulfilment. Because we process and dispatch orders quickly — often within 24 hours of placement — cancellation requests cannot be guaranteed. If your order has already been dispatched we are unable to cancel it. Please contact us immediately at info@madeleineandivy.com if you wish to cancel and we will do our best to assist.

Late Deliveries
We ship via USPS Premium Shipping with an estimated delivery timeframe of 7–10 business days to the United States. Delays can occasionally occur due to carrier volumes or customs processing. Late delivery alone does not qualify for a refund unless the item has not arrived within 30 days of the order date.

Disputes & Chargebacks
We strongly encourage customers to contact us directly at info@madeleineandivy.com before initiating a dispute or chargeback with their payment provider. Our team is committed to resolving all valid complaints promptly and fairly. We are almost always able to find a resolution that works better for the customer than a formal dispute process. Filing a chargeback without first contacting us may limit our ability to offer goodwill resolutions and will result in the submission of all available evidence to the relevant payment network in defence of the transaction.

Easy Returns — What This Means
When we refer to "easy returns" we mean that contacting our support team to initiate a resolution is simple and straightforward — just email us and we'll take care of the rest.

All return and refund requests are subject to the eligibility criteria outlined in this policy. "Easy returns" refers to the simplicity of our process, not unconditional acceptance of all return requests. Refunds, exchanges and resolutions are granted at our discretion based on the criteria above.

Contact
📧 info@madeleineandivy.com
🕐 Response time: 48–72 hours
📍 Madeleine & Ivy