Return & Refund Policy

Your right to cancel (14 days)

If you are a consumer in Spain or the United Kingdom, you generally have the right to cancel your online order within 14 days of receiving it, for any reason and without giving a justification, subject to applicable legal exceptions.

The 14-day period begins the day you, or someone you nominate, physically receives the goods. Where an order contains multiple items delivered separately, the period generally begins when the final item is received.

To exercise this right, tell us clearly that you wish to cancel — by email at help@madeleineclavel.com, or by completing the withdrawal form at the bottom of this page. You do not have to use the form, but it is the quickest way.

Once you have told us, you have a further 14 days to send the goods back.

This right applies to eligible products, including items bought on sale or at a discount, subject to applicable legal exceptions.

Customers in the United States, Australia, and Canada may have additional cancellation rights under applicable federal, state, provincial, or territorial consumer protection laws. Regardless of location, all customers benefit from our 30-day change-of-mind returns policy described below.

Change-of-mind returns (30 days)

In addition to any applicable legal rights, we accept returns for any reason within 30 days of delivery for customers in Spain, the United Kingdom, the United States, Australia, and Canada.

To be eligible under our voluntary 30-day returns policy, the item must be in the same condition you received it, unworn and unused beyond what is needed to check fit and condition, with all tags attached and in its original packaging.

You may try a belt on to check fit, in the same way you would in a shop. If an item shows signs of use beyond that, we may reduce your refund to reflect the loss in value, where permitted by applicable law.

These conditions do not limit your statutory cancellation rights or your rights regarding faulty, damaged, or incorrectly described products. In particular, original packaging is not required for the exercise of statutory withdrawal rights where applicable law does not require it.

How to start a return

Email us at help@madeleineclavel.com with your order number and the reason for return. We will confirm your return and send you the return address and instructions.

If you are exercising a statutory right to cancel, you do not need to provide a reason for your decision.

Please contact us before sending items back so we can provide the correct return address and instructions. Failure to contact us in advance does not remove any statutory cancellation or refund rights you have under applicable law.

Return shipping costs

You are responsible for the direct cost of returning items for change-of-mind returns and for cancellations under the 14-day right, where permitted by applicable law and where the required information about return costs has been provided before purchase.

Return postage is not refunded for change-of-mind returns unless required by applicable law.

Returns are sent to our fulfilment partner outside the European Union, and we will confirm the full address when we accept your return.

We recommend using a tracked service, as we cannot process a refund for an item that does not arrive, unless you provide valid proof of return or applicable law requires otherwise.

We pay return shipping where the item is faulty, damaged, not as described, or where we have sent you the wrong item. In those cases, contact us and we will arrange or reimburse the return.

Refunds

For customers exercising a statutory 14-day cancellation right in Spain or the United Kingdom, we will refund you within 14 days of receiving your cancellation notice, subject to our right to withhold reimbursement until we have received the goods back or you provide evidence that you have sent them, whichever happens first.

For returns made under our voluntary 30-day change-of-mind policy outside the statutory cancellation period, we will process the refund after receiving and inspecting the returned goods, subject to the eligibility conditions described above and any applicable consumer protection laws.

Refunds are issued to your original payment method. For statutory cancellations where required by law, we refund the full amount you paid, including standard outbound delivery. If you chose an express or upgraded delivery option, we refund the standard delivery rate.

For eligible voluntary change-of-mind returns, we refund the price of the returned goods. Any applicable delivery charges are handled in accordance with this policy and applicable consumer protection laws.

Your bank or card issuer may take a few additional days to post the refund to your account. If more than 14 days have passed since we confirmed your refund and you have not received it, contact us at help@madeleineclavel.com.

Refunds are generally processed in the currency of the original transaction. If your bank or payment provider applies currency conversion, the amount received in your account may vary due to exchange rate differences or fees imposed by your bank or payment provider.

Faulty, damaged or incorrect items

Please check your order on arrival and contact us straight away at help@madeleineclavel.com if anything is defective, damaged in transit, or not what you ordered. Send a photograph if you can — it speeds things up considerably.

We will repair, replace or refund the item, as appropriate under applicable consumer protection laws, and we cover return shipping in these cases.

Contacting us promptly helps us resolve problems efficiently, but a delay in reporting an issue does not remove any statutory rights that apply to your purchase.

Legal guarantee of conformity and consumer protections

Separately from the returns policy above, customers retain the statutory guarantees, warranties, and consumer rights provided by the laws applicable to their purchases.

Spain — Legal guarantee of conformity (3 years)

Spanish law gives consumers a three-year legal guarantee on goods against any lack of conformity present at the time of delivery.

For the first two years, a defect that appears is presumed to have existed at delivery unless we can show otherwise, subject to applicable legal exceptions. After that, the burden of proof may shift to the consumer.

Under this guarantee you are entitled to have the item repaired or replaced free of charge, and where that is not possible or proportionate, or where otherwise permitted by law, to a price reduction or a refund.

United Kingdom — Statutory consumer rights

Consumers in the United Kingdom are protected by the Consumer Rights Act 2015 and other applicable consumer legislation.

Goods must be of satisfactory quality, fit for purpose, and as described. Where goods do not meet these requirements, customers may be entitled to a refund, repair, replacement, or price reduction depending on the circumstances and the time since delivery.

These statutory rights apply independently of our voluntary 30-day returns policy.

United States — Consumer protection rights

Consumers in the United States retain any rights and remedies provided under applicable federal and state consumer protection laws, including relevant warranty laws and protections concerning defective, misrepresented, or incorrectly supplied goods.

Specific warranty and refund rights may vary by state. Our voluntary 30-day change-of-mind returns policy applies in addition to any mandatory legal protections.

Australia — Consumer guarantees

Consumers in Australia have rights under the Australian Consumer Law, including consumer guarantees that goods must be of acceptable quality, fit for purpose, and match their description.

If a product has a major failure, you may be entitled to choose a refund or replacement where applicable. For other failures, you may be entitled to a repair or another remedy in accordance with Australian Consumer Law.

These rights cannot be excluded or limited by our voluntary 30-day returns policy.

Canada — Consumer protection rights

Consumers in Canada retain their rights under applicable federal, provincial, and territorial consumer protection legislation.

Depending on the province or territory and the nature of the issue, these protections may include legal warranties and remedies for defective products, goods that do not match their description, or other failures to meet applicable consumer protection requirements.

Our voluntary 30-day returns policy is provided in addition to these statutory rights.

Nothing in this policy limits or excludes any statutory consumer guarantee, warranty, or other right that cannot legally be excluded.

Exchanges

We do not process direct exchanges. The fastest way to get the size or colour you want is to return the original item and place a new order, so the item you want is not held up waiting for the return to arrive.

This does not affect your right to a replacement where required by applicable consumer protection laws for faulty, damaged, or non-conforming goods.

Non-returnable items

Gift cards cannot be returned or refunded, except where required by applicable law. All other products may be returned in line with this policy.

Any statutory exceptions to cancellation rights will apply only where permitted by the consumer protection laws applicable to your purchase.

Import duties and taxes

Please read this before ordering. Your order ships from outside the European Union. Applicable import VAT, customs duties, and customs handling charges are not included in the price you pay at checkout unless explicitly stated otherwise.

For orders delivered to Spain, Spanish import VAT may apply at the applicable rate, generally 21% for standard-rated goods, along with any customs duties or handling fees charged by the carrier.

For orders delivered to the United Kingdom, the United States, Australia, and Canada, applicable import taxes, duties, and customs handling charges may vary depending on the destination country, the value of the order, and the relevant customs regulations.

Where these charges have not already been collected at checkout, they may be payable by you before the parcel is released for delivery.

If a parcel is refused or returned because these charges were not paid, we will refund the price of the goods less any shipping and return costs incurred, where permitted by applicable consumer protection laws.

Any refund or recovery of import taxes and customs duties paid directly to customs authorities or delivery carriers may be subject to the rules of the relevant destination country. Please contact us if you need assistance with a return involving such charges.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it.

This form is intended primarily for consumers exercising their statutory withdrawal rights in Spain or the United Kingdom. Customers in other markets may also use it to request a return under our voluntary 30-day returns policy.

To Madeleine Clavel, Melbourne, Victoria, Australia, help@madeleineclavel.com:

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on: ______________________
Order number: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Signature (only if this form is sent on paper): ______________________
Date: ______________________

Dispute resolution

If you are unhappy with how we have handled a complaint, contact us first at help@madeleineclavel.com and we will do our best to resolve it directly.

Consumers in Spain may also contact their local consumer information office (Oficina Municipal de Información al Consumidor, OMIC) or the Spanish consumer arbitration system (Sistema Arbitral de Consumo). Consumers based in another EU country can contact the European Consumer Centre in their own country.

Consumers in the United Kingdom may seek assistance from Citizens Advice or the relevant consumer protection authorities.

Consumers in the United States may contact their state or local consumer protection agency or other relevant consumer protection authorities.

Consumers in Australia may contact the Australian Competition and Consumer Commission (ACCC) or their state or territory consumer protection agency.

Consumers in Canada may contact the relevant provincial or territorial consumer affairs office or applicable consumer protection authorities.

Nothing in this section limits your right to seek remedies under the consumer protection laws applicable to your purchase.

SECTION 25 – CONTACT INFORMATION

Store name: Madeleine Clavel

Registered address: Melbourne, Victoria, Australia

Warehouse Address: Carrer de Pau VI, 88, 08173 Sant Cugat del Vallès, Barcelona, Spain

Email: help@madeleineclavel.com

Phone Number: (+34) 632994022

Monday to Friday | 09:00 – 17:00 CET
We aim to respond within one business day.