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Returns Policy

We want you to be able to buy your children’s clothes with confidence, and your satisfaction is always our top priority. While we hope that you are delighted with your purchase, if for any reason you are not entirely satisfied, we will happily offer you a full refund or exchange, provided that the items are shipped back to us within 7 days of receipt. For your convenience, we provide a free postage-paid returns service for UK customers. All customers will find returns packaging enclosed with their order.

In order to facilitate the returns process, please take care to follow the instructions set out below. 

Obtaining a Refund or Exchange

If you would like to obtain a refund or exchange your purchase, you must notify us within 48 hours of order receipt, to obtain a Returns Code. You may notify us either via our website at www.madisonbrowne.com/returns or by telephone on 0845 602 6380 (UK customers) or +44 (0)20 8458 3141 (International customers).

When you log on to www.madisonbrowne.com/returns, you will be asked for your Order Number and the reason for the return or exchange.  You will then be provided with a Returns Code via email.  Please print this email and enclose it with the item(s) to be returned or exchanged.

Alternatively, please telephone Customer Services between 9am to 3pm or 8pm to 10pm Monday to Friday (UK time).  Once we have established the reason for return or exchange, we will issue you with a Returns Code.  You must quote your Returns Code on the original despatch note, which you should then enclose with the item(s) you wish to return or exchange.

All items must be returned unworn and in perfect condition, with all tags and labels attached, together with any enclosed documentation.  

For UK customers, please place the item(s), wrapped in the original tissue paper, in the enclosed pre-paid returns bag.  Please DO NOT return the Madison Browne gift box, in which your item(s) were delivered to you. 

For international customers, please place the item(s), wrapped in the original tissue paper, in the original Madison Browne gift box in which your item(s) were delivered to you.  Please then place the box in the enclosed self-addressed returns bag.

PLEASE NOTE: New and unused means that there are no marks on the items or any wear on the tags. We do not sell used items and will not accept back any item with any indication that it has been used. In such cases, the item will be returned to the customer. We are not responsible for any item that is not returned in the manner set out above.

Returns must be shipped back to us within 7 days of the issue of a Returns Code. In certain circumstances, items received outside of this time frame may be accepted by us for return, but this will be at our sole and unfettered discretion, and will only be refunded as a Madison Browne credit note.                                                                                    

You will receive e-mail notification upon completion of returns processing.

All returns for any particular order must be returned in one shipment. Any subsequent returns from the same order may incur additional shipping costs.

Please note that the item(s) remains your responsibility until it is received by us, as we do not accept any responsibility for items lost in transit. For your own protection, we therefore recommend that our UK customers obtain a free proof of postage from the Post Office that insures you against the value of the items.  We advise our International customers to use a registered mail carrier or tracking service for their return.

Receiving a Refund

Provided that the items you are returning are undamaged and you have correctly followed the steps outlined above, we will issue a full refund, including sales taxes if applicable, but excluding original delivery charge.

Refunds will credited to you in the original tender (debit card, credit card or credit note) and will be processed within 28 days of us receiving the items back into stock. 

Making an Exchange

If you would like to exchange an item, please specify your preferred size and colour when requesting your Returns Code. We will endeavour to reserve the item for you, provided it is currently in stock.

Please note that we can only exchange an item for the same item in a different size or colour, but availability of the replacement item is not guaranteed. We are unable to process any exchanges for a completely different item.

Exchanged items will be dispatched to you as soon as the returned items have been received, undergone a quality control test, and any additional payment that may be required has been made.

If you are exchanging an item because of a mistake on the part of Madison Browne, we will pay the shipping cost to send a replacement to you. 

Returning A Sale Item

The returns policy for sale items is exactly as set out above. The only exception is that sale items must be shipped back to us within 3 days from the date of issue of the Returns Code. 

Returning a Gift

If you have received a gift from Madison Browne which you would like to return, you must notify us within 48 hours and follow the standard returns policy as set out above.

Gifts may be exchanged for a replacement item of equal or greater value or a store credit note, provided you pay the cost difference and the additional shipping and any additional charges which you may incur as a result of exchange. Refunds can not be issued, except when accompanied by the original invoice, in which case the refund will be credited to the original purchaser’s credit card.

 

Returning A Faulty Item

In the unlikely event that the item you receive is faulty, please contact us immediately, quoting your order number and details of the product you wish to return.

You should then proceed as if the item were a standard return and follow the procedure as set out above.

Please note that faulty items will only be accepted if the items are delivered to the customer damaged.

All items returned as faulty will be inspected, and any items deemed to be subject to wear and tear will not be accepted as such.

In the event that an item is returned  because of a valid quality issue, Madison Browne will pay the shipping cost to send a replacement to you. However, in the event that an unwarranted item is returned, we reserve the right to charge you the cost of the returns delivery.

 

General Information

Please note that any item shipped back to us for refund or exchange, which does not have a valid Returns Code, may be returned to the sender.

Please note that we will not accept any non-faulty items that have been worn or where the original tags have been removed. We therefore strongly advise you to check your garments carefully upon delivery, before removing any attached tags and before disposing of any original packaging. Upon receipt of an order, if any item has been received with no tags, please notify us on the same day if you wish to return.

If you have any queries or wish to discuss our Returns Policy in further detail, please do not hesitate to contact our Customer Services team and one of our advisors will be happy to assist you.

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