Last updated: October 12, 2026
At MADAMME, hygiene, product integrity and your safety are taken seriously. Most of our pieces are lingerie designed to be worn against intimate areas, so strict hygiene conditions apply to every return. Please read this policy before placing your order.
1. AT A GLANCE
- Full-price pieces: return within 28 days of delivery for a refund to your original payment method.
- Sale pieces (any item bought at a reduced price): return within 28 days of delivery for store credit only.
- Every return must be unworn, unwashed, free of marks and defects, complete, with all tags and any hygiene liner intact.
- Your statutory rights are not affected (see sections 7 to 10).
2. CONDITION OF RETURNS
To be accepted, a returned item must:
- be unworn, other than tried on briefly over your own underwear;
- be unwashed, unaltered and undamaged;
- have all original tags attached and any hygiene liner or seal fully intact;
- be returned as a complete set, with every piece, in its original packaging;
- show no stains or marks of any kind, including makeup, self-tan or fake tan, deodorant, body oil, perfume, lotion or hair, and no smoke or body odour;
- be free of any damage or defect caused after delivery.
Returns that do not meet these conditions may be rejected and sent back to you, where permitted by applicable law.
3. LINGERIE SETS & HYGIENE
MADAMME lingerie sets are sold as complete products. Individual pieces of a set cannot be returned, exchanged or refunded separately. Partial returns are not accepted.
Where an item is supplied with a hygiene liner, seal or sealed protective packaging, that protection must remain completely intact. Once a hygiene liner or seal has been removed, opened or broken, the item is not eligible for a voluntary return, exchange or store credit, where permitted by applicable law.
For hygiene reasons the following are non-returnable once opened or unsealed: hosiery, intimate accessories and personal pleasure products, and any item marked as hygiene restricted on its product page.
4. FULL-PRICE PURCHASES: REFUNDS
Items bought at full price may be returned within 28 days of delivery for a refund. Once your return has been received and inspected, the refund for the product value is issued to your original payment method within 14 business days. Your bank may take a few additional days to show it.
5. SALE PURCHASES: STORE CREDIT
Items bought at a reduced price, during a sale or with a promotion may be returned within 28 days of delivery for store credit only, where permitted by applicable law. Store credit is issued for the amount actually paid for the product, after inspection, and is not redeemable for cash except where required by law.
Items marked FINAL SALE cannot be voluntarily returned, exchanged or credited. A sale or Final Sale designation never limits your rights for faulty, damaged or incorrect items.
6. HOW TO START A RETURN
Please contact us before sending anything back. Start your return at madamme.co/apps/returns or write to madammecustomers@gmail.com with your order number. If your return is approved, we will send you the return instructions and the return address.
Do not send items to the address printed on the original parcel unless we ask you to. Returns sent to an unauthorised address may be delayed or, where permitted by law, refused.
7. EU / EEA CUSTOMERS
For eligible distance purchases within the European Economic Area, you have a 14-day statutory right of withdrawal from delivery. Where this right applies, the legally required refund is made to your original payment method, including for sale items, and is not limited to store credit.
Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed after delivery.
If you exercise the right of withdrawal, you bear the direct cost of returning the goods. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them.
8. UNITED KINGDOM CUSTOMERS
UK customers have statutory cancellation rights for eligible distance purchases. Under Regulation 28(3)(a) of the Consumer Contracts Regulations 2013, these rights end for sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery. Nothing in this policy restricts rights that UK law requires us to provide.
9. AUSTRALIA & NEW ZEALAND
Statutory consumer guarantees under Australian Consumer Law and the New Zealand Consumer Guarantees Act cannot be excluded by this policy. Faulty goods are handled according to those guarantees.
10. CANADA & UNITED STATES
Our voluntary return policy applies unless mandatory provincial, state or federal consumer rights provide otherwise.
11. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If you receive a damaged, defective or incorrect item, contact madammecustomers@gmail.com as soon as possible with your order number, a description of the issue and clear photographs of the item, the packaging and the damage.
Please do not wear, wash or alter the item after discovering the problem. Where an item is confirmed faulty, damaged or incorrect, we provide the remedy required by applicable law and cover the return shipping.
12. RETURN SHIPPING
Unless an item is faulty, damaged or incorrect, return shipping costs are your responsibility. We strongly recommend a tracked service, as we cannot be responsible for returns lost in transit where permitted by law. Original shipping charges are not refundable except where required by law.
13. INSPECTION
Every return is inspected. Where permitted by law, we may reject voluntary returns that show wear, washing, alteration, missing pieces, removed tags, broken hygiene protection, makeup, self-tan, deodorant, oils, perfume, stains, odours, hair or damage after delivery. Photographs may be taken during inspection for fraud prevention and dispute resolution, in line with our Privacy Policy.
14. EXCHANGES
We do not offer direct exchanges. Return the original item as described above and place a new order for the size or colour you prefer.
15. REFUSED, UNCLAIMED OR INCORRECTLY ADDRESSED ORDERS
Where a parcel is refused, not collected or returned because of an incorrect or incomplete address, the actual shipping and return-to-sender costs may be deducted from any amount due, where permitted by law. This does not apply where the failure was caused by MADAMME or its carrier.
16. ORDER CANCELLATIONS
Orders enter processing quickly, so we cannot guarantee that an order can be changed or cancelled once placed. Contact madammecustomers@gmail.com immediately if you need help. Statutory cancellation rights remain unaffected.
17. RETURN ABUSE & FRAUD
MADAMME may refuse voluntary returns, refunds or store credit where we reasonably identify abuse of the returns process, including repeated wear-and-return, altered products, false claims about condition or manipulated tracking. This does not restrict rights you are legally entitled to.
18. PAYMENT DISPUTES & CHARGEBACKS
If something is wrong with your order, please contact us first so we can resolve it. Where a payment dispute or chargeback is opened, MADAMME may provide the payment provider, card network or issuing bank with relevant records, including order and payment details, shipping and tracking information, proof of delivery, customer communications, return records and the policies in force at the time of purchase, in line with our Privacy Policy.
19. CONTACT
MADAMME
Email: madammecustomers@gmail.com