DELIVERY TIMES
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MY ORDER HAS BEEN SHIPPED, BUT I HAVE NOT RECEIVED IT YET
We strive to deliver your order as soon as possible. If you have not received your order after 5 business days, please contact us at 06 42 37 61 49 or by email hello@madesalon.nl.

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WHEN WILL I RECEIVE MY ORDER?
We will keep you informed via email. As soon as your order leaves our warehouse, you will receive an email with a track & trace code. With this code you can see exactly where your package is.

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I HAVE NOT RECEIVED ALL THE ITEMS FROM MY ORDER
In your order history you can see when and which items you ordered. Were all items shipped on the same day, but you did not receive them all? Please contact us. We are happy to help you.

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HOW QUICKLY WILL I RECEIVE AN ORDER?
You will usually receive an order within three working days.
Below you see the most common situation:

Immediately available items:
Ordered before 2.30 pm on weekdays, usually delivered the next day.
Ordered over the weekend, delivered on Tuesday or Wednesday.
Parcel delivery from Monday to Saturday.
Delivery of regular letterbox post from Tuesday to Saturday.

Items that are not immediately in stock:
Madesalon will contact you about this.

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WHICH DELIVERY OPTIONS CAN YOU CHOOSE?
You can have your order delivered to your home or another address. You can also choose to pick up your order at Madesalon (Kinkerstraat 380hs, 1053 GJ, Amsterdam)

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DELIVERY

HAVE IT DELIVERED
AT HOME OR ANOTHER ADDRESS
Of course you can change your address details and have your order delivered to your home, friends or family. When checking your details, add a different delivery address. We will then ensure that your order arrives at the correct destination.

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WHO WILL DELIVER MY ORDER?
PostNL
Letterbox post Tuesday to Saturday
Parcel post Monday to Saturday

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WILL AN ITEM OF MULTIPLE ITEMS BE DELIVERED AT ONCE?
When you order something, your order will be shipped in 1 go by default. This standard shipping is free from €50,-. Below €50,- there will be an additional €5 shipping costs.

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WHAT HAPPENS IF MY ORDER DOESN'T FIT THROUGH THE MAILBOX?
The delivery person will then ring the doorbell to hand over the package.

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CAN I HAVE AN ORDER DELIVERED OUTSIDE THE NETHERLANDS?
No, products ordered from Madesalon can only be delivered in the Netherlands.

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I RECEIVED A PACKAGE THAT I DIDN'T ORDER, WHAT SHOULD I DO?
If you have received a package that is unknown to you, check whether an invoice has also been sent digitally to your email address. If you have only received a packing slip, it is possible that you have received a gift. Also check whether the package is intended for your neighbors.
If it is your own address, not a gift and you have not received an invoice, then it is probably an incorrect order. In that case, contact Madesalon, 06 42 37 61 49 or send an email to hello@madesalon.nl.

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I STILL CAN’T FIND MY ORDER AFTER SEARCHING FOR THE TRACK&TRACE CODE, WHAT SHOULD I DO?
It is possible that after clicking on the Track&Trace code, you will receive the following message: 'No shipments were found for this combination'. This is the combination of the code and the postcode where the order should be delivered. This message can be caused by PostNL not having processed the Track&Trace code yet. In that case, you can request the status of your order the next working day.
If you have not received your order two business days after dispatch and you still do not see a notification, please contact Madesalon.

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RETURNS
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HOW CAN I RETURN ONE (OR MORE) ITEM(S)?
Of course it is possible to return one or more items. Please contact us via 06 42 37 61 49 or send an email to hello@madesalon.nl.

Please report this to us as soon as possible, but no later than 14 days after receiving your item(s). After we have received your returned items, we will refund the amount (depending on the chosen payment method) within three to five working days.

Please note: It is only possible to return products that are sealed and in the original packaging. Have a purchase date of less than 14 days after the order date.

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WHERE CAN I RETURN MY ITEMS?
An item that you want to return can be dropped off at a PostNL point after you have reported your return to us. The shipping costs are at your own expense. You can also return the item in the store (Kinkerstraat 380hs, 1053 GJ, Amsterdam).

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HOW SOON WILL I GET REFUNDED AFTER RETURNS?
Please report your returns to us as soon as possible, but no later than 14 days after you have received your item(s). After we have received your returned items, we will refund the amount (depending on the chosen payment method) within three to five working days.

When we have received and processed your returned items, we will notify you by email.

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EXCHANGE
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I RECEIVED AN WRONG/DAMAGED/INCOMPLETE ITEM
Contact Madesalon, 06 42 37 61 49 or send an email to hello@madesalon.nl. Clearly state the reason for return. We will tell you what steps you need to take for a correct return.

Do you need the item quickly? Please note that processing the return takes time. We aim for a maximum processing period of 14 days, but of course we do everything we can to do this as quickly as possible. In some cases it is therefore better to reorder the item yourself and opt for a refund when returning.

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HOW SOON WILL I RECEIVE THE NEW ITEM?
You will receive a replacement item within 3 working days at the earliest.
When you request a replacement item, we will place an order immediately. We will send the new product as soon as we receive your return. Items that are in stock can be sent immediately. You will then receive the new product within three working days. Items with a longer delivery time will take a little longer.
Just like with a regular order, we will let you know by email when we ship the new product and you can track the shipment via Track&Trace.

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DO I HAVE TO PAY EXTRA WHEN EXCHANGING?
No, there are no additional costs. The invoice of your original order is leading.

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CAN I HAVE A REPLACEMENT ITEM DELIVERED TO A DIFFERENT ADDRESS?
No, unfortunately that is not possible. The item will be sent to the address you provided in your original order.

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RETURN CONDITIONS
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WHAT ARE MADESALON'S RETURN CONDITIONS?
Returns are at the buyer's risk. This means that Madesalon is not liable for damage or loss of returned products. Therefore, always ask the post office for a tracking code and keep it safe.

Terms and Conditions
You have 14 days after shipment to indicate that you want to return.
The item is sealed and in original packaging.
The item or packaging is not damaged.
We would like to ask you to include the order confirmation (or a copy of that confirmation) in the packaging, if possible.
For a quick and correct handling it is important that you first report the return of the item via 06 42 37 61 49 or send an email to hello@madesalon.nl.

Items you cannot return:
Opened products
Damaged products
Used products

HOW LONG DOES IT TAKE FOR A RETURN ITEM TO BE PROCESSED?
If you returned the item via PostNL, you can track the return shipment on the PostNL website with the Track&Trace code. As soon as we have received and processed the returned item, we will send you an email to confirm. Processing can take five working days. If you have not received a message five working days after you returned the item, please contact customer service.

Once you have paid for your order, it depends on the payment method when the amount will be refunded.

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I HAVE NOT RECEIVED ANY CONFIRMATION OF RECEIPT AFTER RETURNING
We aim to process your return as quickly as possible. If you have not received a message within 14 days of returning the item, please contact our customer service.

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