FAQs
Do I need to create an account to place an order?
What methods of payment does Madison Browne accept?
Is it safe to use my credit card online at Madison Browne?
Is my personal information kept private at Madison Browne?
How do I find a specific item?
How do I know if an item is in stock?
How do I know which size to purchase?
How will I know you received my order & when will payment be deducted?
Do I need to sign for my order?
What shipping options does Madison Browne offer and how much do they cost?
Does Madison Browne offer same day delivery?
Does Madison Browne offer next day delivery?
Does Madison Browne offer Saturday delivery?
Can I ship to multiple addresses?
Can I ship to an address other than my own?
Can I ship to a Post Office box address?
Can I change my shipping address after my order has been despatched?
Can I change my mind after my order has been placed?
How do I return my purchases for refund or exchange?
What will it cost me to return an order?
Will I be refunded the full value of my order?
Can a gift recipient return a gift?
How do I know that the products sold by Madison Browne are authentic?
What packaging will my order will be shipped in?
What do I do if my order arrives damaged?
How do I contact Customer Services?
How do I make a purchase?
Shopping at Madison Browne could not be easier. Depending on whether you are looking for a specific item or simply browsing our website, you can view our stock either by product category or by designer name.
If you are looking for a specific item, click on the GIRLS, BOYS, BABIES, ACCESSORIES or GIFTS link on the top toolbar. This will bring up a list of sub-categories within your selected main category. By clicking on the sub-category of interest to you, you will be taken to a product listings page where you will be able to view a snapshot of all the products we stock in that category.
You may select an item from this list by clicking on the VIEW MORE DETAILS link, which will take you to the individual product details page. This will include detailed information about the product, a range of photographs of the item from different views, size and colour options, as well as a sizing and measurement guide, and wash care instructions.
Once you have chosen an item, select a size and colour, and click on the ADD TO SHOPPING BASKET button. A number will appear beneath the SHOPPING BASKET icon at the top of the page indicating how many items are currently in your basket. You may review the items in your shopping basket at any time, either by clicking on the SHOPPING BASKET icon or by clicking on the VIEW SHOPPING BASKET button.
If you wish to continue shopping, you have three options. From the product details page that you are currently on, you may either view more items in the same category or more items by the same designer. Alternatively, you can select a new category from the top toolbar.
If you wish to complete your purchase, click on VIEW SHOPPING BASKET which will take you to a listing page of all the items that are currently in your basket. You can then add or delete items if necessary. You may then select COMPLETE PURCHASE to be taken to the final payment and shipping pages. Alternatively, you may choose to CONTINUE SHOPPING.
Do I need to create an account to place an order?
No. You will be able to shop at Madison Browne without first creating an account with us.
However, there are a number of benefits of registering your details with us. You will automatically receive our email update newsletters, making you the first to know about new product arrivals and new brands. You may also in certain circumstances be able to reserve items before they arrive in stock, join waiting lists for high demand items, and save time shopping without entering any of your contact or shipping details.
I've forgotten my password?
If you have forgotten your password, please follow the FORGOTTEN PASSWORD instructions on the SIGN IN page. We will send you a reminder of your password via email.
What methods of payment does Madison Browne accept?
We accept Visa, MasterCard, Delta, and Maestro credit and debit cards. We do not currently accept any other methods of payment at this time.
Is it safe to use my credit card online at Madison Browne?
Yes. At Madison Browne, your personal online security is of utmost importance to us. All orders are processed by our payment partner, Protx. Credit card details are entered directly into Protx's systems and are neither transmittted nor held on our systems.
Protx is fully approved as a Level 1 compliant provider under the Payment Card Industry Data Security Standard (PCI DDS). This is the highest level of compliance. The security measures adopted in all areas of Protx's business have been approved under the PCI scheme. Protx was audited by an independent third party company, Trust Wave, who are an official Visa Qualified Security Assessor.
For additional security, we have introduced MasterCard® SecureCode™ and Verified by Visa.
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Is my personal information kept private at Madison Browne?
Yes. Please be assured that all the information you share with us is private and confidential. At no point will we share, rent or sell your personal information without your prior consent.
Can I order by telephone?
Yes. If you prefer, you can place your order by telephone with our Customer Services team. Simply call 0845 602 6380 and one of our sales representatives will be happy to help you.
How do I find a specific item?
You may use the search facility in the top right hand corner of each page to search for items by product category or by designer name.
How do I know if an item is in stock?
All items shown are in stock unless the words SOLD OUT IN THIS SIZE appear on the product details page. Please be aware that even if you have selected an item for your shopping basket, it has not been reserved for you and can still be bought by another customer until you have completed your order.
If the words AWAITING MORE IN THIS SIZE appear on the product details page, please contact our Customer Services team who will advise you if and when more items in your required size are expected into stock. If we are awaiting a delivery, we will notify you when the requested items arrive in stock, provided that you have registered your details with us first.
How do I know which size to purchase?
Madison Browne aims to make the purchase experience as simple, quick and efficient as possible for you. We recognise that without trying on an item, it can sometimes be difficult to select the right size for your child, as not only is sizing very inconsistent between brands, but even within brands certain styles can come up large or small, long or short.
In order to help you make the right decision about which size to choose, we offer as much information and guidance on size and fit as possible, for each brand featured on our website.
All items are sold according to the international sizing scheme used by the designer. By clicking on the ITEM INFO table on the product details page, you will find a sizing guide, which sets out in detail the specific dimensions of each product, as well as a measurement guide, which explains how to accurately measure your child. By comparing you child's individual measurements with the dimensions listed, you should be able to identify the most suitable size for your child. To assist you in the process, we will also identify where an item comes up particularly small or large to size.
In addition, our team of child models tries on every item we stock, and our Customer Services team are happy to answer any questions you may have on sizing and fit. Simply call 0845 602 6380 or email customerservices@madisonbrowne.com.
How will I know you received my order & when will payment be deducted?
Once you have made your purchase, your credit card has been approved and your billing address has been verified, you will be sent an email confirmation of your order.
Payment will then be debited and your order despatched. In the rare event that any of the items you have ordered are not available, we will contact you and will only charge your credit or debit card for the value of the items in stock.
Do I need to sign for my order?
Yes. We require proof of delivery for all orders. This means that we are unable to authorise packages to be delivered without a signature on receipt.
When will my order ship?
Stock permitting, Madison Browne endeavours to despatch all orders placed on working days within 24 hours of receipt. However, depending on the shipping option that you select, please allow up to 5 days for delivery, as occasionally unforeseen events may lead to some delay.
What shipping options does Madison Browne offer and how much do they cost?
We offer a number of different shipping options to suit your particular needs, and you may select your preferred option on the shipping page.
|
Service |
Price |
Order Deadline |
Delivery* |
|
London Premium |
£12.50 |
12pm |
Same Day |
|
UK Express |
£10.00 |
12pm |
Next Day |
|
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|
|
|
* Please count only working days. Saturday and Sunday are not considered working days.
Please note that our London Premium service is currently only available within a selected number of postcodes.
Please refer to our Shipping Policy on the bottom toolbar for more details.
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Does Madison Browne offer same day delivery?
Yes. We are delighted to offer same day delivery in London, via our exclusive London Premium shipping service.
Orders are delivered Monday to Friday, to either your residential or your business address. All orders are expertly gift wrapped in tissue paper and elegantly presented in one of our luxurious signature Madison Browne gift boxes. Orders will then be personally hand delivered to you by one of our team of liveried in-house driver. Deliveries are usually made in the evening between 6.00pm and 10.00pm, and one of our customer services representatives will contact you once your order has been processed to advise you of a delivery window.
Same day delivery is only guaranteed for orders that have been placed by 12.00pm on weekdays. Orders placed after this time will be delivered the following working day. Please note that our London Premium service is currently only available to a selected number of postcodes.
Does Madison Browne offer next day delivery?
Yes. We also offer a next day delivery option, via our UK Express shipping service.
Orders are delivered Monday to Friday to either your residential or your business address. All orders are expertly gift wrapped in tissue paper and elegantly presented in one of our luxurious signature Madison Browne gift boxes. Orders will be shipped via our chosen courier, and deliveries will be made between 8.00am-10.00pm. Please note that we may not always be able to specify a particular delivery time. All deliveries will require a signature upon receipt.
In order to qualify for next day delivery, orders must be placed by 12.00pm Monday to Thursday. Orders processed after this time will be delivered the following working day. Orders placed on a Friday will be delivered the following Monday.
Does Madison Browne offer Saturday delivery?
We do not currently ship on Saturday. However, should you have a particularly urgent request, please contact Customer Services on 0845 602 6380 who will be happy to try and accommodate you.
Can I ship to multiple addresses?
No. Unfortunately, it is currently only possible to ship to one address per order.
If your order contains gifts or items that require shipping to multiple locations, you will need to place a separate order for each address. Should you require assistance with your order, please contact Customer Services who will happily handle your request on your behalf.
Can I ship to an address other than my own?
Yes. In the case of a gift, you may ship to another address other than your own. Simply specify the required delivery address on the shipping page and select your shipping option. Please note that the order invoice will be sent directly to the billing address, while a despatch note will be enclosed in the gift box delivered to the recipient. The despatch note will not contain any pricing information.
Can I ship to a Post Office box address?
No. We are unable to deliver to Post Office boxes, as all our deliveries require a signature upon receipt.
Can I change my shipping address after my order has been despatched?
We are unfortunately unable to redirect orders if your items have already been despatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
However, in the event that your item has not yet been despatched, we may in certain circumstances be able to change the shipping address. Please call Customer Services where one of our sales representatives will advise you on the status of your order. Note that changes to shipping addresses cannot be made online.
Can I change my mind after my order has been placed?
It depends on the status of your order. If your order has already been despatched, you will need to return the unwanted item(s) to us for refund or exchange, by following the steps laid out in our Returns Policy.
If your order has not yet been despatched, you may in certain circumstances be able to change your order. Please contact Customer Services and one of our sales representatives will be happy to advise you. Please note that once an order has been placed, you cannot make changes online.
How do I return my purchases for refund or exchange?
Making a return or exchange could not be easier. If you are not entirely satisfied with your order, we will happily offer you a full refund or exchange on any items purchased at the full retail price, provided that you carefully follow the instructions set out in our Returns Policy.
Please note that returns must be accompanied by the Returns Note or original despatch note marked up with your Returns Code, and wrapped in the original tissue paper. All items must be returned unworn, in perfect condition, with all the original garment tags/labels attached, and with any enclosed documentation. We are unable to accept merchandise which is not received in the above specified conditions. Please refer to our Returns Policy on the bottom toolbar for more details.
What will it cost me to return an order?
Nothing. In order to facilitate the process, we offer a free returns service for all orders returned in accordance with our Returns Policy. For your convenience, you will find a postage paid returns envelope enclosed in your Madison Browne box.
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Will I be refunded the full value of my order?
Yes. You will be refunded the full value of your order less shipping costs, provided you return your products in accordance with our Returns Policy.
Can a gift recipient exchange a gift?
Yes. Exchanging gifts is easy. All our gifts come with a postage paid returns envelope. Gift recipients should simply follow the instructions set out in our Returns Policy. Please note that we cannot refund gifts unless they are accompanied by the original receipt.
Is my package insured?
Yes. All items are insured against theft and accidental damage whilst in transit from Madison Browne to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. In the unlikely event that your box is damaged upon arrival, please contact Customer Services immediately on 0845 602 6380 who will advise you how to proceed.
How do I know that the products sold by Madison Browne are authentic?
As an authorized online distributor for all of the designers we feature, we unconditionally guarantee that every item we sell is 100% authentic.
What packaging will my order will be shipped in?
Your order will be expertly gift wrapped in tissue paper and elegantly presented in one of our luxurious signature Madison Browne gift boxes. These not only look fabulous, but are also robust and offer an ideal storage solution.
What do I do if my order arrives damaged?
Customer satisfaction is our top priority. All orders will be thoroughly quality checked, prior to despatch. However, in the unlikely event that an order arrives damaged, please contact Customer Services immediately on 0845 602 6380 who will advise you how to proceed.
Can I track my order?
Yes, depending on the shipping option that you select. All London Premium and UK Express orders can be tracked.
For London Premium orders, one of our Customer Services representatives will contact you upon completion of order processing to advise you of a delivery window.
For UK Express orders, you will receive your unique courier tracking number via email upon completion of order processing. You will then be able to track your package online on our partner courier website.
How do I contact Customer Services?
If you have a question or wish to discuss an order, please feel free to contact Customer Services where one of our team will be happy to advise you. You can email customerservices@madisonbrowne.com. Alternatively, you can telephone 0845 602 6380 between the hours of 9.00am-3.00pm and 8pm-10.00pm.
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Described in the press as a “Net a Porter for kids”, Madison Browne is a stylish and luxurious online fashion store for children. A one-stop shop with everything you need to outfit and accessorise your kids. |
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