Refund policy

Returns & Refunds Policy

Last Updated: September 2026

At C’est Madeleine Limited, we want you to love your purchase. However, if you change your mind or encounter an issue with your order, we are here to help.

This policy outlines your legal rights regarding returns, cancellations, and refunds under UK consumer law.

1. 14-Day Statutory Cooling-Off Period (Right to Cancel)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your purchase without giving any reason within 14 calendar days of receiving your items.

  • Cancellation Window: The 14-day cancellation period begins on the day after you (or a designated third party) receive physical possession of the goods.

  • Notification: You must inform us in writing of your decision to cancel before the 14-day period expires.


3. How to Process a Return

To initiate a return, please follow these steps:

  1. Contact Support: Email our customer care team at contact@cestmadeleine.co.uk with your Order Number, the item(s) you wish to return, and the reason for return.

  2. Receive Authorization: Our team will review your request and provide you with a Return Authorization number and the correct return postal address.

  3. Pack Securely: Package the item(s) securely in their original, unused condition, including all original packaging, tags, inserts, and complimentary gifts.

  4. Ship the Item: Send the package back to us within 14 days of notifying us of your intent to return.

Return Shipping Costs:
Unless the item is faulty or delivered in error, you are responsible for paying the direct shipping costs for returning your items. We strongly recommend using a tracked postal service and retaining proof of postage, as we cannot accept responsibility for items lost or damaged in transit back to us.

4. Refunds

Once your return is received and inspected by our warehouse team, we will process your refund:

  • Refund Amount: We will refund the purchase price paid for the item(s) plus standard outward delivery charges (if paid when ordering). Express or premium delivery charges are non-refundable.

  • Refund Method: All refunds will be issued back to the original payment method used during checkout.

  • Processing Time: Refunds are processed within 14 days of receiving the returned goods (or receiving valid proof of return shipment). Please allow an additional 3–5 business days for your banking provider to reflect the funds in your account.

  • Deductions: We reserve the right to make a deduction from the refund amount if the value of the goods has been diminished through unnecessary handling beyond what is strictly required to establish their nature, characteristics, and functioning.

5. Faulty, Damaged, or Incorrect Items

Your purchase is protected by the UK Consumer Rights Act 2015. If you receive a product that is defective, damaged, or not as described, you have specific legal remedies:

  • Within 30 Days of Delivery: You are entitled to an immediate full refund for faulty or defective goods.

  • Between 30 Days and 6 Months: If a fault cannot be repaired or replaced within a reasonable timeframe, you are entitled to a full refund in most cases.

What to do if your item is faulty:
If your order arrives damaged or develops a fault, please email us immediately at contact@cestmadeleine.co.uk with:

  • Your Order Number

  • A brief description of the issue

  • Clear photo or video evidence showing the fault or damage

Upon verification, we will provide a prepaid return shipping label and arrange a replacement or full refund (including any delivery charges).

6. Order Exchanges

We do not offer direct exchanges online. If you would like a different item or color, please return your original item for a refund (subject to the eligibility criteria above) and place a new order on our website.

7. Contact Us

If you have any questions about returning an item or requesting a refund, please contact us:

  • Company Name: C’est Madeleine Limited

  • Postal Address: 20-22 Wenlock Road, London, N1 7GU, United Kingdom