HELP / FAQS

Add items to your basket, head to checkout, and complete payment. You’ll receive an order confirmation email once your order is placed.

If you contact us quickly, we’ll do our best to help.

• If your order hasn’t been processed or dispatched yet, we may be able to change or cancel it.
  
• If it’s already being prepared or shipped, we won’t be able to stop it. (This is especially true for jewellery orders that move into fulfilment fast.)
  
  Email us as soon as possible at customers@madevinci.com with your order number.

Sometimes items may arrive separately, especially if your order includes both clothing and jewellery.

• Orders under £100: £4.95 delivery
  
• Orders over £100: Free delivery
  

Delivery times vary by product type and destination. As a guide:

• Jewellery usually arrives within 3–5 working days after payment (UK deliveries).
  
• Clothing delivery times are shown at checkout and in your dispatch confirmation email.

When your order ships, we’ll email you tracking details. Tracking can take up to 48 hours to update after dispatch.

Email customers@madevinci.com with your order number and we’ll investigate with the courier.

If you’re ordering outside the UK, your country may charge customs or import fees. These are set by local authorities and are outside our control.

Yes. You can return clothing within 30 days of delivery.

Clothing must be:

• unworn and unwashed
  
• with tags (if tags were attached)
  
• free from marks, make-up stains, perfume smells, or damage

Email customers@madevinci.com with:

• your order number
  
• the item(s) you want to return
  
• the reason for return (optional but helpful)

We’ll reply with the return address and simple instructions.

• Change-of-mind returns: you cover return postage
  
• Faulty/incorrect items: we cover reasonable return costs (or arrange a replacement without needing the item back, depending on the issue)

Once we receive and check your return, refunds are processed to your original payment method. We aim to complete this within 14 days of receiving your return.

You have the right to change your mind for most items (with some exceptions). For most goods, you have up to 14 days to tell us you want to return, and then up to 14 days to send it back.

You can return jewellery (change of mind) if it is:

• unworn and unused
• returned in original packaging
• in a resellable condition

Hygiene note (important):
For hygiene reasons, we cannot accept returns on earrings if they’ve been worn. If earrings arrive sealed, they must be returned unworn and with seals intact.

If your jewellery arrives with a fault, damage, or the wrong item was sent, we will make it right.

What we can offer (you choose):

• Replacement at no cost, or
• Store credit for future orders

What we need from you:
Email customers@madevinci.com with:

• your order number
• a clear description of the issue
• clear photos showing the issue (and packaging if possible)

Time limits (please follow these):

• Contact us within 10 days of delivery so we can resolve it quickly
• Claims must be submitted within 30 days of receiving the item

We aim to respond within 3 business days, and once approved, resolution is typically 1–3 business days.

We don’t offer jewellery exchanges for:

• wrong size ordered
• a different style preference
• “it didn’t suit me”

If you need a different size/style, you can place a new order. If you want help choosing, email customers@madevinci.com before ordering and we’ll advise.