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HELP & FAQ

1. Navigation help

I am looking for a specific item

The best way to find a specific item you have seen is to check the item design name or reference.

If you are looking for a design you've seen in the press, it will most likely appear in the first few lines of its category. You can also search for an item by typing the name into the site's search bar.

I want to refine my search without looking for a specific item

If you only want to see blue curtains displayed, there is a way! There are filters in each category heading in the horizontal bar at the top of the page. 
For example, you can limit the items displayed to a certain size or colour to classify them according to what you are looking for.

I want to see the whole shop/modify my search

Have you conducted a search but want to modify the criteria? Untick the criteria you no longer want to see and/or tick according to your new criteria.
To see the whole category again (all curtains, all chair covers, etc.), click on "clear filters" to undo your current search.

 I can't find an item on the site

The site catalogue displays a selection of the products on offer in Madura shops.

Can't find the item you're looking for despite searching by reference or by filter?
Contact our customer services team and describe the item you're looking for as precisely as you can. We will get back to you as soon as possible.

How can i benefit from coupon codes?

A "coupon code" section is located below your cart.
If you have a code, type it into the bar to benefit automatically from your promotional offer (reduced delivery cost, discount on your order, etc.).

I want to create a customer account

To create an account on the online boutique, click here and enter your email address, which will become your user name, and the other information required in the appropriate fields.

I want to contact the madura online boutique customer service

You can contact us via email at eshop@madura.fr or by phone on +(33) 1 42 34 99 59 (Monday to Friday from 10am to 1pm and 2pm to 6pm).

 

2. Orders

Is there a minimum order amount?

No, we do not set a minimum order quantity. 

How can I order ?

Step 1: add items to your cart

Each item is displayed in a product information sheet, which details its characteristics (photos, zoom, composition, etc.). You can access this sheet by navigating the various categories of the online boutique.

Go to the product information sheet to add an item to your cart. Then select the desired size and/or colour. Click on "add to cart". Your cart is located at the top right of the screen, and will show that your addition has been registered by displaying the number of items the cart contains.

You can then decide to finalise your order or to continue shopping online. 

Step 2: approve your cart

To finalise your order, you must first approve the contents of your cart.

As long as your cart is not empty, a mini menu will drop down summarising the items added. Click on "order" to access the summary page for your order. You will then have the option to modify the size and quantity of items you have selected.

The delivery charges are indicated for delivery to France by default. You can change the delivery country to simulate the amount you will be charged in delivery fees. 

If you have received one of our coupon codes, don't hesitate to type it into the specified field to benefit from your promotional offer.

The total VAT charged as well as the delivery charges for the products are also displayed. Click on the "proceed to checkout" button to save your cart and continue with your order. 

Step 3: sign in as a customer or guest

If you are not yet a Madura customer, you can choose to continue your order as a guest without creating a customer account, to benefit from a "guest" account, or even to enjoy quick access via a Facebook or Google log in.

If you have previously ordered via www.madura.co.uk/en_uk, you have a customer account. Sign in using your email address and password. By doing this, you will not have to fill in your delivery and billing address again. You will, however, be able to change your address if necessary.

Step 4: input your delivery and billing addresses and choose a payment method

You will now access an input form for your delivery and billing addresses.

The first form is for your delivery address. Fill in the fields as precisely as possible as they will be used by the carrier of your choice to deliver your order. Required fields are marked with an asterisk (*).

If you wish to receive your delivery at a company address, don't forget to fill in the corporate name in the "company" field.

Your billing address is the same as your delivery address by default, but you have the option to choose a different billing address. Tick this option. A new form will drop down for you to fill in.

We will then ask you to choose your delivery method: your delivery costs are then calculated according to the method selected. You will see the estimated latest possible delivery date for your order next to each delivery method.

Select the payment method you wish to use to pay for your order.

Check all of the information relating to your order on the order summary at the top right of your screen. You can modify the contents of your cart as well as your delivery and billing addresses at any time.

After approving your details, you will be redirected to the secure payment page hosted by our payment partner Adyen.

Step 5: secure payment

You will now access the secure payment page hosted by our partner Adyen.

Input your card number, expiry date and the 3 digits on the visual cryptogram on the back of your card into the available fields. For American Express cards, 4 digits will be requested.

If your payment is accepted, you will be redirected to an order confirmation page on our site.

If your payment is not accepted, you will have 3 more attempts to input your payment details. After the 3rd refusal, you will be redirected to a page on our site notifying you of the payment refusal. Contact our customer services to find out why payment was refused and to find a solution to finalise your order. 

Step 6: your order delivery

Once your payment has been accepted, you will receive an order confirmation email within a few minutes. Keep this email for future reference. It contains your order details, your delivery and billing information, the estimated delivery date and the amount you have paid online.

Your invoice will only be sent once your order has been processed by our logistics centre. After it has been processed, you will receive another email notifying you that your order has been sent for delivery. You can then download your invoice as a pdf by clicking on the link in the email, which will redirect you to your customer account area. 

 

Has my order been registered?

Once your payment has been accepted, you will be redirected to a page on our website confirming your order. You will then receive an order confirmation email within a few minutes, summarising the details of your order.

If you do not receive this email, we invite you to contact our customer services and tell us the time and date of the order as well as the order amount.

We will then confirm if the order has been registered or if any further action is required to submit it. 

I can't seem to add products to my cart

JavaScript technology is required in order for our site to work properly. Please check that JavaScript authorisation is activated on your web browser. (Internet Explorer, Firefox, Safari).

If the problem persists, check that your firewall or other network protection software is not blocking access to our site. In some cases, it may be necessary to deactivate this protection in order to access our site.

Can i buy a product which is no longer available?

We only sell products which are available in stock. If a product is displayed as being unavailable, this does not mean that it is definitively sold out but that it is momentarily out of stock.

Contact our customer services to find out where you can purchase this item: in a boutique or on our site online after a waiting period. We will take your contact details to contact you as soon as the product becomes available again.

If the product you wish to buy is no longer available in the colour or size of your choice, you can set up an alert to be notified once it is back in stock. To do this, click on "item unavailable" next to the size selection bar and enter your email address to receive an alert as soon as the desired item is back in stock.

I still haven't received my order. is this normal?

First of all, check that your order has been registered: following receipt of your payment, you should have received an order confirmation email.

A further email was then sent to you to notify you that your order had been shipped. If you have not received your order or a non-delivery notice in your letterbox after 5 working days, please contact our customer services.

How can i make a bulk order?

Please contact Madura commercial operations at the following address international@madura.fr

Can i modify/cancel my order?

In order to guarantee the fastest delivery times, we prepare and ship your order in the hours after you approve your cart. For this reason, it is unfortunately impossible to modify your order once it has been approved.

 

3. Products

Are the prices shown inclusive of all taxes?

Yes, the item prices shown include all taxes (VAT applicable in France). You will therefore not be charged any extra tax for delivery within France.

For orders outside of France, once the package due to be exported reaches its destination, it will fall to the recipient to pay any taxes or customs duties which apply in the country of destination.

The breakdown of taxes which apply to your order is displayed in your cart as well as in your order confirmation and invoice.

Is there a size guide ?

Yes, you can consult it here. If you still have doubts, don't hesitate to contact our customer services.

 

4. Delivery

Do you deliver outside of france? to overseas departments and territories?   

We deliver to metropolitan France (including Corsica), Andorra, Monaco, Belgium, Luxembourg, Germany, Austria, Italy, Portugal, Switzerland and the UK.

How long does delivery take?

All items sold on www.madura.co.uk/en_uk are available in stock and ready to be shipped. Every order made before 1pm is shipped on the same day.

Delivery is provided by Colissimo 48h services for metropolitan France, Corsica and Monaco, or by Chronopost 24h depending on your needs. For orders to be shipped to other countries, delivery is provided by Colissimo International 48h.

We also offer a free collection service from the Madura boutique closest to your home.

We additionally offer the flexibility of collection from a collection point. With 4,000 collection points across metropolitan France, you can enjoy longer opening hours and collect your package whenever is convenient for you. This delivery method is only available within metropolitan France. 

Whatever your delivery method, you have the option of tracking your order with order tracking in your customer account area. 

Your order delivery date is stated when you provide your delivery address. You are therefore informed of the latest date on which you will receive your order before finalising your purchase online (delivery within 1 to 3 days maximum for Chronopost; within 2 to 5 days maximum for Colissimo; or within 3 to 5 days maximum from a collection point, as of the date of your order).

How much are the delivery charges?

Delivery costs are broken down in the table below.

Country

Delivery

Average cost

France, Corsica, Monaco, Germany, Spain, Italy, Switzerland

Relais colis

4,5 €

Colissimo 48h

6,9 €

United Kingdom

Colissimo International

13 €

 

Bulky items delivery

The delivery method specific to "bulky" items is only valid for delivery within France. The amount charged is calculated based on the delivery location of products ordered.

Two options are available depending on the delivery location:

For Paris and the Paris region, you can enjoy PREMIUM delivery which includes: making an appointment, transporting the goods to your home, delivery to your floor, assembling the frame and collecting the packaging provided. For purchases of two or more products, a reduction of 50% off the delivery charge of the cheapest product is applicable.

For other regions, you can enjoy PREMIUM delivery or STANDARD delivery, which includes: making an appointment, transporting the goods to your home. The items' packaging is not removed or taken away. For purchases of two or more products, delivery charges are added together.

In the case of orders of "bulky" items and standard items, the "non bulky" items in the same order will be delivered by Colissimo.

What happens if i am out when my delivery arrives?

If the delivery recipient is out, the package will be delivered to the point of contact address indicated on the non-delivery notice left in your letterbox. 
Your package will be kept at the point of contact address for 15 calendar days, starting from the day after the non-delivery notice was delivered. When this period expires, the package will be returned to us.

If you are responsible for this time period expiring (if you gave us an incorrect delivery address or did not collect your package during the 15 days allocated), you will be required to pay the reshipment costs.

Where can i collect my package?

For all orders made online, you will receive an email containing the delivery address you provided to us. If you are absent at the time of delivery, a non-delivery notice from the carrier will indicate the address where you can go to collect your package.

Can i change a delivery address/the contents of the delivery?

Once the order has been confirmed, it is unfortunately no longer possible to make any changes. In order to guarantee the fastest delivery times, we in fact prepare and ship your order in the hours after you approve your cart. However, you can make changes to your address as a default setting for future orders in the section of your customer account area that contains your personal details.

 

5. Returning items

How can i return an item?

You have a period of fifteen (15) working days, as of the date you received the order, to return items ordered.

Returns to a boutique will not be accepted. Items can only be returned by using the process below. This process must be followed exactly.

You must include a Returns Authorisation, completed and printed using the returns form. Log in to your customer account area to complete this form. Without the Returns Authorisation, your returned item will not be registered by our logistics department.

If you have make an order without any account, but as a guest, please follow the link

Items must be returned in their original packaging complete with labels and any accessories, in perfect condition for resale. Therefore, items should not be used, washed or damaged. The returns address is indicated on the returns form, which is available to download, and below:

Astona/Madura/Entrepôt Logistique

1 à 3 rue Ambroise Croizat

ZA Pariest

77183 Croissy Beaubourg

FRANCE

In order for Madura to cover any loss of items during returns transportation, we recommend that you return items via registered post with acknowledgement of receipt required. Without this, we will be unable to refund your items.

If the above conditions are fulfilled, you will be refunded the amount including all taxes for the returned items (transport costs included). You will receive your refund within thirty (30) days of us receiving the items. You will receive a refund in the form of credit to the bank account used for purchase via our payment partner ADYEN.

If the return is due to an error on our behalf, the shipping fees will be entirely refunded upon presentation of relevant proof. If you chose delivery to a collection point, you can return the items for free at a collection point. For other delivery methods, you are responsible for the return fees.

Have you received my returned items?

We will email you as soon as we receive your return at our warehouse. If you do not receive a confirmation of receipt by email in the 10 days after you sent the items, we invite you to contact our customer services and we will get back to you as soon as possible. We advise you to attach your package reference to your message.

What should i do if my package arrives damaged?

If you think the packaging looks damaged when you receive your package, you have the option to:

-       Refuse the package, in which case it will be returned directly to sender; 

-       Request the provision to open the package at a post office in the presence of an authorised officer. 

If your package was accepted by an unknown third party, you can fill in the post office contact form and a customer services representative will examine your request and respond within 2 working days. In all cases, do not accept the package if you have reservations.

My item is faulty

Madura pays close attention to the quality of its products. If there is a fault in spite of the quality controls carried out, we invite you to notify us of the problem in order to obtain a new item or a refund. Please follow the returns procedure and indicate the reason for return. If the fault is proven to be on our part, you will have the option to exchange the item (subject to stock availability) or to receive a refund.We will cover the returns and reshipping costs.

6. Payment

Which payment methods do you accept?

We accept payments by bankcard: Debit card, Visa, Mastercard and American Express.

 We also accept payments via Paypal, Alipay, JCB, Sofort, ELV, Sepa, Ideal and BCMC.

Payments by post office cheque, bank cheque, transfer or administrative money order will not be accepted.

Is payment secure ?

Yes, your payment is 100% secure. Transactions carried out on www.madura.co.uk/en_uk are secured by our partner Adyen's payment system.

Thewww.madura.co.uk/en_uk online boutique uses the ADYEN e-commerce solution, which is recognised as a leading player in the financial world. This solution was developed to enable customers to make payments in a user-friendly and easy-to-use environment, with optimal security and a respect for privacy. All information exchanged during payment is encrypted. This data cannot be detected, intercepted or used by a third party.

For your security, ADYEN verifies that your browser connection is secure before sending your financial data. Adyen is a technical service provider, and does not handle disputes related to orders. These must be addressed to www.madura.co.uk/en_uk or to your bank directly.

Are my bank details stored?

No data relating to bank details is stored on our site. Your bank data is input directly on the secure server of our technical and financial partner ADYEN. Bank data that you provide is encrypted on your own computer and will never circulate online unscrambled.

Why has my payment been refused?

You have up to 3 attempts to pay for your order. If none of these attempts are successful, your payment will be refused and you will be redirected to a page on our site notifying you of the refused payment. There are various reasons why your payment may have been refused: an input error related to your bank data, an order amount exceeding your financial reserves, etc.

If your payment is not accepted, please check that your card number and expiry date are correct. Check with your bank that the payment is not being blocked. For security reasons, our customer services cannot access your bank data but are available to help and guide you.

I paid by bank card but did not receive a confirmation email

Once your order has been made, you will receive a confirmation email. If you can't see it in your inbox it might be in your email software "spam" folder, as filters are in general becoming increasingly sensitive to protecting user privacy by identifying emails from addresses which, for example, are not in your contacts list. We advise you to authorise the domain http://www.madura.com/fr_fr/ in your anti-spam filter and/or contacts list.

If your payment by bankcard was successful and you did not receive an order confirmation email shortly afterwards, please contact our customer services immediately.

Bank verification takes slightly longer (security procedures), meaning that the order is not immediately authorised and must be confirmed manually.

 

7. Your customer account area

To log in to your customer account area, go to the "my account" tab in the top navigation bar. Your email address and password will be requested on the homepage. Your password is the one you gave on your order form.

I've forgotten my password

If you have forgotten your password, click on the link below to be redirected to the forgotten password form. An email containing your new password will be sent to you.

I want to modify my personal details

In accordance with the French Data Protection and Freedom of Information Act ("Informatique et Liberté" law) of 6 January 1978, you are entitled to a right of access, correction, modification and deletion of your personal data. This website has been registered in the National Commission for Data Protection (CNIL) as number 1351361.

You have the option of editing your personal data and modifying your newsletter preferences in your customer account area. You can equally exercise these rights by sending an email or by sending a letter to the following address:


E-Boutique Madura

11, rue de Poissy

75005 Paris

I want to track my order

In the orders section of your customer account area, you have the option of tracking your order preparation status.

How can i print an invoice?

Once your order has been shipped, you can download your invoice as a pdf and print it.

How can i subscribe to the newsletter?

To subscribe to the newsletter, go to the bottom of any page on our site. All you have to do is enter your email address and hit confirm. Another option is to go to your customer account area (my account) and select the "my subscriptions" tab. You can subscribe to the newsletter on this page.

I can't view the newsletter

You can always read the message by clicking on the hyperlink "if this message is not displayed correctly, click here". If you would like to read our newsletter like a classic email, the problem may lie with your email provider configuration. You must authorise the display or "downloading" of images from Madura when you open the message. If you are experiencing difficulties, contact us and tell us what settings you have.

I no longer wish to receive the newsletter

To unsubscribe from the newsletter, you can click on the link at the bottom of the last email you received, inviting you to unsubscribe. 

 

8. Personal data protection

We are committed to our website customers and visitors, and guarantee that personal data supplied to us will remain strictly confidential.

Our cookies policy

Cookies are files that contain information about the web pages you have visited. They facilitate your navigation of our website by saving data such as products you have viewed or your login details.

In order to process customer orders, and with a view to better understand customer needs and personalise the services offered on our site, we use cookies. Cookies are computer files stored on the customer's personal computer hard drive, whose function is to detail information regarding their use of the site.

There are two types of cookies:

• First-party cookies: those of the website you are visiting.

• Third-party cookies: those of the advertisements or images on this page.

We use three types of cookies:

• Security cookies, which enable the device you are using to be recognised (computer, mobile, tablet).

• Functionality and performance cookies, which enable us to save your preferences (country, language, etc.).

• Other cookies, which enable us to offer you your favourite items at the best price.

Cookies memorise the customer's visit to the site, their identity (recognised from their email address and password) and the contents of their cart. Once you have logged off the site, this information is recorded for 30 (thirty) days before being definitively deleted.

Personal data protection

As a retail website, we collect a certain amount of information necessary to process orders. All of this information is processed with the greatest confidentiality.

In accordance with the French Data Protection and Freedom of Information Act ("Informatique et Liberté" law) of 6 January 1978, you are entitled to a right of access, correction, modification and deletion of your personal data. This website has been registered in the National Commission for Data Protection (CNIL) as number 1351361.

You can exercise this right by sending an email or by sending a letter to the following address:

E-Boutique Madura

11, rue de Poissy

75005 Paris

Email: eshop@madura.com

You can also modify your personal data from your customer account area by logging in using your email address and password.

  • Customer service (+33)1 42 34 99 59
  • Delivery within 3-5 days
  • Satisfaction guaranteed or your money back
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