Returns & Refunds Policy
Your right to cancel (14 days)
If you are a consumer in the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification.
The 14-day period begins the day you, or someone you nominate, physically receives the goods.
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 all products, including items bought on sale or at a discount.
Change-of-mind returns (30 days)
In addition to your legal right above, we accept returns for any reason within 30 days of delivery.
To be eligible, 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.
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.
Please do not send items back before contacting us. Returns sent without prior notice cannot be processed, as they may not reach the correct address.
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. Return postage is not refunded. 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.
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
Once you have told us you are cancelling, we will refund you within 14 days.
We may withhold the refund until we have received the goods back, or until you provide proof that you have sent them — whichever happens first.
Refunds are issued to your original payment method, for the full amount you paid including standard outbound delivery. If you chose an express or upgraded delivery option, we refund the standard rate.
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.
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, and we cover return shipping in these cases.
Legal guarantee of conformity (3 years)
Separately from the returns policy above, Spanish law gives you 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. After that, the burden of proof shifts to you.
Under this guarantee you are entitled to have the item repaired or replaced free of charge, and where that is not possible or proportionate, to a price reduction or a refund. Nothing in this policy limits these rights.
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.
Non-returnable items
Gift cards cannot be returned or refunded. All other products may be returned in line with this policy.
Import duties and taxes
Please read this before ordering. Your order ships from outside the European Union. VAT and customs handling charges are not included in the price you pay at checkout.
Spanish VAT of 21% will be charged on delivery, along with a handling fee set by the carrier. These charges are payable by you before the parcel is released.
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.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it.
To Highland Commerce Pty Ltd, 5 Fairway Drive, Kew East VIC 3102, 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.
You may also contact your 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.
SECTION 25 – CONTACT INFORMATION
Store name: Madeleine Clavel
Company name: Highland Commerce Pty Ltd
Registered address: 5 Fairway Drive, Kew East VIC 3102, Australia
Warehouse Address: Carrer de Pau VI, 88, 08173 Sant Cugat del Vallès, Barcelona, Spain
ABN: 97 695 098 116
ACN: 695 098 116
Email: help@madeleineclavel.com
Phone Number: (+34) 632994022
Monday to Friday | 09:00 – 17:00 CET
We aim to respond within one business day.
Last updated: 3 August 2026