Refund policy

We are sorry to hear that you are unhappy with your purchase
 
Please allow us to fix the problem by contacting us on sales@madam-fortune.com with your order number and a brief description of the problem. 

In most cases, we are able to resolve issues in 24 to 72 hours to bring you the best Customer Service at Madam Fortune. However, if you are still unhappy with your purchase, you are entitled to a full refund or exchange within 30 days since the date of purchase with the following conditions.

     

    Return Policy

    1. We currently do not offer free shipping for returns - When returning your item(s), please use a tracked postage service available in your country or shipping insurance (if your item is worth £50 or more) to ensure the item(s) reach us. Without tracking, receipt of your items and it's location cannot be guaranteed should it get lost in shipping. 

    2. To provide you a refund or exchange, we require (a) proof of purchase (see 'return slip' mentioned below) and (b) receipt of the item back to our office. The following takes place.

    • Once we have received your item, we will send you an email to let you know it is with us.
    • Next, we inspect all items before confirming whether a refund can be provided or not. For example, if the item seems used, has missing labels, or is not in its original (unopened) packaging, a full refund may not be issued.

    3. We are currently offering refunds only on regular marked price items. Sale / discounted items cannot be refunded at this stage. 

    4. We sometimes add free gifts to your order to give you a chance to try a new product from our range. If one or more items are returned from your order, in order to provide you a full refund, the incentive-based gift must also be returned.

    5. If 30 days or more have gone by since the date of your purchase, we cannot offer you a refund or exchange. 

     

    Refunds and Exchange

    1. Send an email to sales@madam-fortune.com addressing your concerns.

    2. Your item must be unused.

    3. Your item must be in the same condition that you received it i.e. in its original packaging and with all labels and tags intact. 

    4. The return slip provided in your package must be filled in entirely and inserted in your return package. The 'Return Reason' must be filled in - This slip tells us that the parcel is being returned by you and not by another customer! Failure to provide this could result in a refund not being issued as we will not be able to identify that the package is from you. 

    5. What do I do if I do not have packaging to send my returns?

    • At MF, we take pride in encouraging our customers to upcycle packaging where possible. You can use the same packaging we sent to you to send us back your items for a refund or exchange. 
    • Stick your return shipping labels directly on top of the postage labels we had added to your parcel, ensuring the old shipping label can't be seen. If your labels are small, you can use a marker to cross out all of the writing from the old postage label before adding your labels on top. 


    Returning a Faulty Item

    1. At MF, we take pride in our quality control measures and can assure you that your order was thoroughly checked while packaging your order however in some cases, our products can get damaged in shipping before they reach you. We will offer an exchange if the item you received was damaged or defective. 

    2. If your product develops a fault within 30 days of purchase, please return with proof of purchase (see 'return slip' mentioned below) and we’ll exchange or refund it.