Frequently Asked Questions (FAQs)

GENERAL 

How to contact us? In the event you would like to contact us, please feel free to email us at madisonsymonneshop@outlook.com 

RETURNS

Can I return an item?  Our products are FINAL SALE! Refunds are not allowed. If you notice your product to be defective, or incorrect please contact us at madisonsymonneshop@outlook.com  IMMEDIATELY within 3 business days of item(s) being delivered.

 

Can I exchange an item? We do not offer exchanges for apparel or custom items. However, we welcome you to return ONLY APPAREL item(s) by mail in accordance with our Return Policy by reaching out to us at madisonsymonneshop@outlook.com within 3 days of delivery date. 

SHIPPING

Where is my order confirmation? Order confirmation is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at madisonsymonneshop@outlook.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I cancel my order? We create all items with love and on demand. For this reason, when possible, we will only be able to cancel an order within 24 hours of the time we received it. If you contact us within 24 of placing the order, we can honor your request of cancellation. Please email us at madisonsymonneshop@outlook.com

When will my order arrive? Our products are custom made. Once the order placed, please allow 5-7 business days (Monday-Friday) for processing and preparation for shipping. Shipping normally takes about 2-7 business days with postal services. The processing and shipping times may be delayed during SALES and Holiday times. Please understand due to business structure, we are unable to accept rush order request at this time. 

Can I track my order? Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online. Please allow up to 5-7 days to receive your tracking information.

What is your processing time?  All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, orders may take up to 5-7 business days (excluding Saturdays, Sundays, and Holidays) to process. After your payment is authorized and verified, orders can still take up to 5-7 business days, this is just an estimate and doesn't include weekends or holidays.

Why haven't I received my shipment? To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all required information which includes the use of correct abbreviations, street numbers, building or apartment numbers, and route information as it is critical for ensuring timely delivery.  We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase. 

 

 

LOST/STOLEN PACKAGES:

We are not responsible for lost packages during transit. Packages marked delivered and have been deemed lost/stolen, you are responsible to contact the carrier. Please make sure your address is correct before placing an order, we will not be responsible for incorrect addresses. Once again, we are not responsible for the package once it transfers to USPS, it is then their responsibility to deliver and handle concerns for shipping delays or lost packages. You will not be refunded for the purchase from us if USPS loses the package unless you purchase the additional insurance. We have added a shipment protection option, and you will only be covered if purchased at the time of checkout. 

If your package is returned you are responsible to contact us with the correct address to be shipped back to and for the shipping service of your choice between. PLEASE KEEP AN EYE ON YOUR PACKAGE'S TRACKING PROGRESS.

Guided Shipping Protection Link: http://www.guidepro.io