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Shipping & Returns
Shipping Policy
NATIONAL DELIVERY SERVICE
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All our deliveries within the Netherlands are handled by DHL.
You can also pick up your package in Den Haag, even the same day as you placed your order, but you will need an appointment for this. Please send a message via Whatsapp to make an appointment to pick up your package on the following number: +31629956744.
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Pick up your own package (in Den Haag): free.
National delivery costs: DHL insured €7,50.
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Free NL Standard Delivery on orders starting from €100,- (only NL orders!).
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NL delivery time: 1-3 working days.
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We’d hate for you to not receive your order. Please make sure that the shipping address is correct as we’re unable to redirect orders once they’re on their way to you.
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Please make sure you or someone you know will be present at your selected delivery address to accept your delivery. If no-one is in, the delivery service will let you know if they will re-deliver, or if you have to collect your order from the depot.
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Please don’t refuse a delivery. Unfortunately, refused deliveries will incur the return cost. Any refund made will be minus the total delivery and return cost and also minus a fee of 5 euro's for packaging and labor in the case of refused deliveries.
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INTERNATIONAL DELIVERY SERVICE
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All our international deliveries are handled by DPD.
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International delivery costs:
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At this moment we are updating our shipping options on the website. We will have updated all options here within 48 hours.
Untill then, you can see the shipping costs at checkout when ordering.
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If you do not see your country in the list above, but still would like to order, please send an email to info@madamfinesse.com and we will let you know if delivery to your country is possible and what it would cost.
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We’d hate for you to not receive your order. Please make sure that the shipping address is correct as we’re unable to redirect orders once they’re on their way to you.
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For all international deliveries, you will need to make sure that you cover any in-going customs or taxes costs should any be incurred when shipping to your destination. We do our best to deliver within the stated time, however we cannot be held responsible for any delays caused by the customs clearance of the destination country.
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Please don’t refuse a delivery. Unfortunately, refused deliveries will incur a cost of the original delivery plus the return cost. Any refund made will be minus the total delivery and return cost and also minus a fee of 5 euro's for packaging and labor in the case of refused deliveries.
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We try our best to get deliveries out to you on time, but sometimes international deliveries can take longer than expected.
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LIABILITY
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As soon as your order is delivered at the adress you entered when ordering, the responsibility for your purchased goods passes to you. If you refuse a package or it cannot be delivered to you because of a faulty adress the responsibility of the package passes to you until it's delivered back to us and we've received it.
Not the receiver of the purchase? If you got your items as a gift or something similar, then the person who accepts the package on delivery confirms receipt and is accountable for the package.
Return & Refund Policy
RETURNS
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Sometimes the fit isn’t right, so here at Madam Finesse we’re happy to accept returns on any item that is unworn and still has all security tags and labels attached to it. This applies to any item despatched to us within 14 days of receipt by you.
The items must be unused, unworn, fitted with the original tags and packaging and with no markings or any type of damage. Items with make up marks or any strong sent will also not be accepted for a return, so please make sure that you don’t get any of that on the items while trying them on. Fill in the returns sheet that's enclosed in your package and make sure you send the returns sheet back with your returns, otherwise we will not be able to process your returns.
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Items must be returned in the condition they were received in otherwise refunds cannot be enforced.
If you’re returning something faulty, damaged or soiled please contact INFO@MADAMFINESSE.COM prior to sending any return.
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If you want to return your order you must let us know (preferably via an email sent to INFO@MADAMFINESSE.COM) within 14 days of being received and the item(s) must be delivered to us within 28 days after you've received your order.
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Please use a tracking number on all returns/exchanges, we can only refund for goods we receive that fit our terms. We don't refund shipping costs for partial returns, only in case you return a complete order.
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Sale items: can be refunded via store credit only, if they meet our terms and conditions as mentioned before.
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Underwear: for hygiene reasons we cannot accept returns or exchanges on underwear/swimwear. You’ll be notified when purchasing if an item is non-returnable.
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Sample sale items are always final sales (non-returnable).
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It’s important to note that shipping costs are not covered by Madam Finesse when sent back, so we suggest using your local post office for the best service and tracking ID.
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Luckily, our return instructions on the returns sheet enclosed with your delivery makes sending it back easy. Make sure you let us know you want to return something within 14 days of receipt and that we receive your returns within 28 days of receipt.
Lost your returns sheet? Don’t worry. Just send us over an email at INFO@MADAMFINESSE.COM and we’ll be happy to help you out.
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REFUNDS
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Some items are not eligible for a return or refund, but don’t worry. We make sure our designs clearly state this for you.
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Payments will be credited back to you in the same way you paid for your order. Returns for refund are processed within 5-10 working days of receiving the item.
Card refunds may take up to 15 business days for your bank to complete, depending on their processing time. This can vary between banks, so please speak to your bank for any more info regarding processing times as we are unable to say anything about this.
LATE RETURNS
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We’re unable to accept returns that you did not let us know of within the 14 days of your receipt and anything delivered to us after 28 days of receipt may be returned to you.
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CARRIERS TO RETURN
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Use your local post office with a signed-for service and ask for a tracking number so you can follow your return. Your return is your responsibility until we've received it.
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EXCHANGES
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Unfortunately at this point we aren't able to offer exchanges yet. If you would like to exchange an item for another size or another item you will have to return the item (see 'returns') and then place a new order for the item you want. We can however reserve the item you want for you, if we still have it in stock. If you want us to reserve an item for you, please email us at INFO@MADAMFINESSE.COM so we can further assist you.
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It’s important to note that shipping costs for returns are not covered by Madam Finesse when sent back.
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