refund policy

Refund policy

As each item is 'made to order' we cannot accept refunds or exchanges, unless the item is faulty. In the unlikely event of receiving a damaged or faulty item please contact us within seven days of receipt to notify us of the problem.


The item should be returned using a trackable insured shipping service. It should be securely packaged and you should also include a note of your name, dispatch address, email address and order number.


Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product please send us an email request to emma@shimellandmadden.com and send your item to: Unit 22 Sunbury Workshops, Swanfield Street, Shoreditch, London, GB, E2 7LF by a trackable insured shipping method. We will notify you when your item is dispatched.


Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. We reserve the right to judge whether an item is faulty rather than miss-treated. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.


Return address

To return your product, you should mail your product to: Unit 22 Sunbury Workshops, Swanfield Street, Shoreditch, London, , GB, E2 7LF

If you receive a refund or exchange, the cost of return shipping will be paid back to you.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.


Please always use trackable shipping service when returning an item. We cannot guarantee that we will receive your returned item, it is your responsibility to track the package and have proof of postage.


Late or missing refunds

Please allow 14 days for a refund to appear after your confirmation email. If you haven’t received a refund yet, first check your bank account or your credit card company again as sometimes there is a processing delay when refunds are posted. If you’ve done all of this and you still have not received your refund yet, please contact us at emma@shimellandmadden.com.