We hope you will love your Madcap England order, however, if you're not happy - you can return items to us for any reason. Self-customised clothing, socks, swimwear and underwear, and some other items marked with a a + symbol are an exception to this unless faulty.
In addition to the Distance Selling Regulations, you can return any item for a refund, or you can exchange it for a different size or colour within 30 days of receiving your original order.
We will refund the price you purchased your item at. This includes sale items.
Please note that in the interests of hygiene, items marked with a '+' next to the product name cannot be returned, unless they are faulty (this will normally be items like underwear, socks, swimwear, earrings, etc.)
When trying on any clothing please avoid make up or lotions coming into contact with the item. In the interests of hygiene, we may refuse returns where it's obvious this hasn't been done.
Items must be returned in the condition in which you received them, unworn/unused, not marked or dirtied and with the original tags, etc attached. Goods will be inspected on return.
The goods are your responsibility until they reach our warehouse, so make sure it's packaged well and can't get damaged on the way back to us!
We try hard to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
You can cancel your order if you change your mind, however if your order has already been processed and despatched, you will need to return the goods to us before we can cancel/refund your order.
We CANNOT accept the return of ANY item, for any reason, once it has been worn and/or washed and/or dry cleaned.
Please keep a note of your order number and quote this if you need to contact us again about your return.
NOTES ABOUT RETURNS:
All Refunds and/or exchanges will be at our discretion.
All items must be returned in the condition in which you received them, with all tags attached and packaging intact, etc. Items must not have been worn and must not have been tainted by any odour, ie. smoke, perfume, aftershave, deodorant etc. Shoes with damage, marks or scratches to soles or upper will be considered as worn and will not be refunded or exchanged. Shoes must be returned in their original unmarked box. Please do not use the shoebox as outer packaging, but wrap this in something else to return.
DISCOUNT CODES & VOUCHERS
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
UK FREE DELIVERY OFFER
If you enjoy our free UK delivery offer but then return items which means your order value works out to be less than £45.00 a standard delivery charge will be deducted from the refund (currently £3.50). For more info and full Terms and Conditions of our free delivery offer, please see here.
Credit notes are considered refunds, and so the credit note will be for the price paid for the returned items only and not any delivery charges.
UK Customers can use our Free Returns Service with Royal Mail. Please click here to access our Royal Mail Returns Portal.
Please note the free returns service is only available once per order i.e. you cannot use the service more than once on the same order and the free returns service is not applicable to exchanges. If the service is used more than once on the same order for two different items or is used for returning exchanged items, a fee of £2.00 per additional label will be deducted from any refund.
Items being returned from countries outside of the UK will have to fill in a customs form. It is your responsibility that you declare the goods you are returning accurately and correctly. You MUST declare the returning goods as 'Returning goods for refund/exchange'. We recommend you also write this clearly on the front of your parcel. If you do not declare this on your returning parcel it may be delayed in UK customs or may be returned to you. Do not declare the goods with an artificially high value as this will probably result in the parcel being sent back to you. Returned goods have zero commercial value.
We are unable to pay any customs fees which are levied on returns parcels and it will be returned to you without being delivered. If the goods which you have sent back to us are kept in customs because you have not declared the parcel correctly, we will not have received them. Because it is your responsibility to declare the goods correctly and accurately, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
To return your order, please go to our International Returns Portal here and log in with your order number (starting with GE) and the email address you placed your order with. Select the items you want to return and follow the instructions on the screen.
You will need to pay the return postage. In some countries we now offer an optional returns service for your convenience, where you can arrange a return via our International returns portal. The charge for this will be taken off your refund.
Please note, we cannot offer exchanges for international orders. If you need a different size, please return the original item for a refund and place a new order for the size/item you want.
In the case of items where packaging is considered part of the product - ie. Shoeboxes, Shoe bags, presentation boxes, gift boxes etc we will not accept your return if this is missing, spoilt or defaced. ie. If your shoes are delivered in a shoebox, you need to return the original shoebox with your shoes in a saleable condition.
If your order is refused on delivery or uncollected and subsequently returned to us, we will only resend at our discretion. Postage may have to be repaid for uncollected and/or refused orders. Orders which are subsequently refunded because they are refused/not collected may be subject to a restocking fee and/or carrier fees. If your order was despatched via courier and was refused or not collected and you have not responded to our couriers calling cards and/or emails, etc there will be additional couriers fees which will be applied to your refund.
You have 30 days from the day of receipt to return your item to us. Items received outside of this time frame will not be eligible for refund. Refunds and/or exchanges will be at our discretion.
A full refund constitutes the price paid for a certain item(s). The Delivery service charge is not refundable.
We do not accept returns in person. As we are not a shop (online only) there are no facilities for members of the public to visit and/or drop off returns.
Refunds and exchanges usually take only a few days to process but please allow up to 28 working days. Refunds will be made via your original method of payment.
Where goods are returned in a damaged, worn or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
When trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. Also, while the items are in your possession they are your responsibility. Please keep them away from odours which may taint the items, such as smoke and tobacco or food. Please also ensure they are stored carefully while in your possession so that they are not stained or damaged by pet hair, etc. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
This returns policy does not affect your statutory rights.