FAQ

Orders

Can I customise my order?

For ready-to-wear items, customisation options are not available; these products are sold as described on the website. However, if you have a specific custom design in mind for a special occasion, we can certainly arrange that for you.

To inquire about custom orders, please get in touch with us through our on-site message box or send an email to info@madamepatron.com. Our team will be happy to discuss your requirements, provide a quote, and guide you through the customisation process.

Please note that custom orders may require additional production time and costs, and they are non-refundable and non-exchangeable.

How long does it take to process my order?

All orders placed before 12 p.m. (GMT) are processed on the same day. If you place your order after 12 p.m., it will be processed on the following working day. Once your order is processed, you will receive a confirmation email with details about shipping and delivery.

Please note that the processing time is separate from the shipping time, so be sure to consider both when calculating the total time it will take to receive your order.

Can I cancel or modify my order after it's been placed?

Once an order has been placed, it enters our automated processing system immediately to ensure quick delivery. Due to this automation, we are unable to cancel or modify orders after they have been finalised.

If you realise you've made an error in your order or wish to make changes, we recommend following our returns process once you receive your items. Please refer to our return policy for more details on how to initiate a return or exchange.

Shipping

What shipping methods do you offer?


For UK Delivery:

  • Standard Delivery: Takes 2-4 business days and costs £2.99.
  • Express Delivery: Takes 1-3 business days and costs £4.99.

For Europe Delivery:

  • Standard Europe Delivery: Takes 3-17 business days and costs £6.99.

For USA, Canada, and the Rest of the World:

  • Standard International Delivery: Takes 3-17 business days and costs £9.99.

Disclaimer:

While we strive to ensure that your order is delivered within the specified timeframe, we are not responsible for any unanticipated delays on the carrier's part. Additionally, international customers are liable for any charges related to international shipping fees, including customs and duties taxes.

For more details, please visit our Shipping Policy.

Are there any customs or import duties I should be aware of?

Yes, if you are ordering from outside the UK, you should be aware that you may be subject to customs and import duties. As the customer, you are liable for any and all charges pertaining to international shipping fees, including customs and duties taxes.

We recommend that you contact your local customs department prior to receiving your parcel to avoid any unexpected expenses at your door. While we do our utmost to ensure a smooth delivery experience, we are not responsible for these additional charges.

For more information, please refer to our Shipping Policy.

Can I track my order?

Yes, you can track your order. Once your order has been processed and shipped, you will receive a confirmation email that includes a tracking number. You can use this tracking number to monitor the status of your order until it is delivered to you.

To track your order, simply click on the tracking number provided in the confirmation email or enter the tracking number on the carrier's website.

Payments

What payment methods do you accept?

We offer a variety of payment options for a secure, quick, and convenient checkout:

  • Shop Pay
  • PayPal
  • Google Pay
  • Credit or Debit Card (We accept all major credit and debit cards)

Is my payment information secure?

Absolutely, your payment information is of the utmost importance to us, and we take all necessary measures to ensure it is secure. Our website uses advanced encryption technologies, and all transactions are processed through secure payment gateways. This means that your payment details cannot be read or accessed by unauthorised individuals.

If you have any concerns about the security of your payment information, please do not hesitate to contact our customer support for further assurance.

When will my credit/debit card be charged?

Your credit card will be charged as soon as your order is processed and confirmed. Once the transaction is successful, you will receive an order confirmation email that includes details about your purchase. This ensures that your order can be prepared and shipped in the most timely manner possible.

Returns & Exchanges

What is your return policy?

  • Custom-made items are non-returnable.
  • For ready-to-wear items with issues, notify us within 24 hours at refunds@madamepatron.com for a full refund. Shipping costs for returns are covered.
  • If you're unhappy with the fit of a ready-to-wear item, contact us within 7 days at exchanges@madamepatron.com for an exchange.
  • Items must be returned in original, unworn condition. The customer covers shipping for non-faulty exchanges.

For more details, see our Refunds and Returns Policy.

How do I initiate a return or exchange?

To initiate a return or exchange, follow these steps:

  • Contact Us:
    •
    • For returns, email us within 24 hours of receiving your item at refunds@madamepatron.com.
    • For exchanges, email us within 7 days of receiving your item at exchanges@madamepatron.com.
    • Provide Details: Include your order number and reason for the return or exchange in the email.
    • Wait for Confirmation: Our team will review your request and provide further instructions.
    • Ship the Item: Once approved, send the item back in its original, unworn condition.
    • Receive Refund or Exchange: After we receive and inspect the item, we will process your refund or send the exchange item.

    How long does it take to process a refund?

    Once we receive and inspect your returned item, please allow up to 5-7 business days for your refund to be processed. The refund will be issued to your original payment method, and you will receive a confirmation email once it's complete. Note that it may take additional time for the refunded amount to appear in your account, depending on your bank's policies.

    Products

    How do I choose the right size for clothing items?

    For ready-to-wear items, we recommend using our sizing guide, which provides measurements in inches for the bust, waist, and hips to help you find the perfect fit.

    When taking body measurements for a custom-made piece, measure over light clothing for accurate results. All measurements should be provided in inches.

    For more details, you can refer to our Sizing Guide.

    Where can I find information about product materials and care instructions?

    Information about the materials used in our products and how to care for them can be found in two places:

    • Product Description Pages: Each product listed on our website includes a detailed description that outlines the materials used and provides care instructions.
    • Care Labels: Additionally, all of our products come with care labels attached, offering guidelines on how to properly maintain the item to ensure its longevity.

    Are all products available for online purchase?

    Yes, all the products displayed on our website are available for online purchase. However, please note that availability may vary due to high demand or limited stock, so it's a good idea to act quickly if you see something you like.

    Customer Support

    How can I contact customer support?

    If you have any questions or concerns, you can reach out to our customer support team via our Get in Touch page and use the message box to send us your inquiry. Alternatively, you can email us directly at info@madamepatron.com.

    What are your customer service hours?

    Our customer service team is available to assist you from Monday to Friday, 9 a.m. to 6 p.m. (GMT). We are closed on weekends and public holidays. Please allow up to 24 hours for a response to your inquiry.

    Miscellaneous

    Where are you located?

    Our main office is located in the United Kingdom. However, we operate primarily online, allowing us to serve customers both nationally and internationally.

    How can I stay updated on sales, promotions, and new arrivals?

    To be the first to know about our latest sales, promotions, and new arrivals, you have several options:

    • Newsletter Subscription: Sign up for our newsletter at the bottom of our website. You'll receive regular updates directly to your email inbox.
    • Social Media: Follow us on Instagram (@madamepatron.co) for real-time updates and exclusive offers.
    • Website Banners: Keep an eye on the banners on our homepage, as they often feature current promotions and new collections.