Returns

We want you to be happy with the goods and service you receive from our sellers and so do they. If you make a purchase from one of our sellers you have 28 days, from receipt of cancellable goods, to notify the seller if you wish to cancel your order or exchange an item.

All sellers will follow the maddieandfrankie.com returns policy below.

exemptions and exceptions

The following items are generally non-cancellable and non-refundable:

  • personalised items that are specially made, or ordered, with your choice of name, fabric, message or other customised aspect that makes the item unique to your requirements and therefore cannot be resold.

  • perishable products, including food and flowers.

  • large items of furniture that are specially made to order.

  • art, sculpture, ceramics and other creative pieces that are specially commissioned when you place an order.

  • personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken.

  • gift vouchers. See our gift voucher Terms and Conditions. ...coming soon

  • wedding gift list items. See our wedding gift list service Terms and Conditions. ...coming soon

Please double check whether an item is cancellable or non-cancellable before purchasing to avoid disappointment.

how to return or exchange a product

You must notify the seller in writing if you wish to cancel your order or exchange an item, and we encourage you to outline your reasons for doing so as this helps our sellers to improve their offering.

We recommend that you return the goods in appropriate packaging, use a ‘signed for’ delivery method and obtain proof of postage. Do not destroy or dispose of any product, even if it is faulty, before arrangements have been discussed with the seller.

The seller will process a refund of your order payment directly to your payment debit or credit card within 30 days at the very latest, subject to compliance with the returns policy Terms and Conditions and timeframes outlined below.

Contact Us

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