What payment methods do you accept?
We currently accept Visa, Mastercard, Discover, American Express and PayPal.
My credit card was declined, what do I do now?
The majority of declined payments occur because of an incorrect billing address. Ensure that the address is entered accurate and complete. If the problem persists, please contact your banking institution.
Who is responsible to pay customs duty and value-added tax (VAT)?
MadameSmith.com does not prepay and is not responsible for any customs duties, value-added taxes, or any other costs and fees associated with international shipments. Please be aware that depending upon your country, you may incur additional substantial costs to receive your items.
What U.S. states do you charge sales tax in?
MadameSmith.com charges sales tax for purchases with delivery addresses in California, Illinois, Indiana and Wisconsin.
I placed my order, when will it ship?
Generally, orders placed before 3:00pm PST Monday-Thursday will ship the next day. Orders placed after 2:00pm on Friday or anytime Saturday or Sunday will be shipped out on Monday. Further billing verification or incorrect address adjustments may postpone and delay shipment.
What countries do you ship to?
Madame Smith is global! We ship to over 150 countries around the world.
How long does it take to receive my package?
Madame Smith offers a variety of shipping options to meet your needs. In the US, we have options that range from overnight, 2-day, 3-day, and standard 5-7 business days. Our international fashionistas have an expedited (3-5 business days) or standard (5-20 business days, depending on location) option. Orders are generally shipped out the next day following order submission to allow for processing.
How do I track my package?
You can track your package by clicking on the link provided in your shipment confirmation e-mail.
My package was returned to Madame Smith, what do I do?
Occasionally there are instances where orders are returned to us because of an invalid address or multiple delivery attempts by the shipping company. We will contact you when your shipment arrives back to our distribution center and let you know your options. If you have any questions regarding your shipment, feel free to e-mail us at firstname.lastname@example.org.
What items can be returned?
All items are FINAL sale. We do not offer refunds, but will accommodate exchanges if there has been an error made on Madame Smith’s part. If you think you have received merchandise that differs from your order confirmation, please contact us at email@example.com.
Where do I send my return?
A: Please contact Madame Smith at firstname.lastname@example.org if you believe you are in need of assistance with an exchange. We will provide all return info needed.
Can I exchange an item for a different size?
All exchanges will be accepted within 14 days of receipt if a different size is needed for the SAME item. Please send your order back to us specifically indicating what size you require. Once we receive your item, we will process the exchange and reship the correct size within 5 business days via USPS.
If I receive a defective item, what should I do?
Madame Smith carefully inspects all merchandise before shipping to our customers. However, if your item arrives damaged, please send photos to email@example.com within 3 days of receiving your order. If an email including photos has not been received within 3 days, we will assume that the item has been worn and will not be able to process a refund. Our number one priority is to offer exceptional customer service, however we must also protect the well-being of our business.
I am unsure of the size I need to order, how can I find my fit?
A: Check out our sizing chart listed within each product page to get a good idea of your ideal size.
Are all designs handmade?
Yes, every item listed is hand made.
I don’t see my size. Are able to custom design my size that is not on the site?Depending on the item, there is a possibility to custom design a size. Please email firstname.lastname@example.org to inquire about that option.
I cannot find the answers to my questions, how do I reach Customer Care?
Please email email@example.com with questions or concerns.