FAQs

HOW DO I PLACE AN ORDER? 

Shopping on Madeleinecarroll.com.au is easy. Browse through our three labels, Madeleine Carroll, Madeleine Alice and Miss Chocette, and once you come across an item you like, simply select the item and click ‘ADD TO CART.’ To check the items in your basket, simply click on the little basket icon on the top right corner.  

Once you are ready to place your order, select ‘CHECKOUT’ at the bottom right hand side of the page to be redirected to complete your order.  

WHEN WILL I RECEIVE CONFIRMATION OF MY ORDER? 

Once you place your order, an order confirmation email will be sent to the email address provided at time of checkout. Please allow a few minutes for this come through. If you have not received this within an hour, please contact hello@madeleinecarroll.com.au. 

WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE? 

Madeleine Carroll currently accepts Visa, Mastercard, American Express, Apple Pay, China UnionPay, Discover & Diners, Japan Credit Bureau and Paypal.

DO I NEED AN ACCOUNT TO PLACE AN ORDER? 

You are not required to create an account with Madeleine Carroll to be able to place an order with us. However if you do create an account with Madeleine Carroll, you will be able to keep track of all your orders and follow its status. 

I’VE FORGOTTEN MY PASSWORD TO MY ACCOUNT. WHAT CAN I DO? 

Simply click on the ‘Forgot My Password’ link under the password column and a password regeneration link will be emailed to you.  

WHEN WILL MY ORDER BE DISPATCHED? 

As each piece is handmade by Madeleine Carroll, please allow 7-10 days for the making and sending of your item, should it not be in stock. For orders in stock, Madeleine Carroll aims to fulfil these within 2-3 days. This can differ depending on order demand at the time and where you are ordering from. 

Custom orders and framing options may take longer depending on design collaboration and manufacture.  

HOW WILL YOU SHIP MY ORDER AND HOW CAN I TRACK IT? 

All orders are sent using Australia Post. Once your order has been dispatched, you will receive an email update from us with the tracking. 

CAN YOU DELIVERY TO P.O. BOXES? 

Yes we can deliver to P.O. Boxes within Australia.  

DO YOU SHIP TO MY COUNTRY? 

Madeleine Carroll currently offers Australia wide shipping. For all International orders please contact hello@madeleine.com.au, to find out whether we are able to offer shipping services to your country.  

WILL I HAVE TO PAY IMPORT DUTY IF I AM PURCHASING FROM ABROAD? 

Customs and duties may apply to international orders, Madeleine Carroll cannot advise how much these charges will be or be responsible for payment of these charges. Please check with your local customs department for how much customs and duty taxes may be. 

HOW CAN I CANCEL MY ORDER? 

Orders can be cancelled within 24 hours of placement by emailing us at hello@madeleinecarroll.com.au. 

HOW DO I RETURN MY ORDER?

  • Visit our ‘Returns Portal’

  • Enter your order number and email address to start

  • Follow the instructions and select the items you want to return

  • Once your request is approved, you will get a confirmation email with shipping guidelines

WHAT ITEMS ARE RETURNABLE? 

  • Within 14 days of receipt of purchase

  • In unused and resalable condition

  • In the original packaging with all the tags intact

WHAT ITEMS ARE NON-REFUNDABLE? 

 The following items cannot be returned: 

  • Custom-made chairs

  • Chocolate Boxes

WHAT IF MY ITEMS ARRIVE DAMAGED?

We will do our utmost to ensure products are delivered in a manner which minimises damage (i.e. fragile sticker). If the purchased product is faulty or damaged please reach out to us within 7 days of the delivered date. We will try our best to resolve the situation. Please contact hello@madeleinecarroll.com.au.

CAN ITEMS BE EXCHANGED? 

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you. 

WHAT ARE THE REFUND OPTIONS? 

The following refund options are supported: 

  • Refund to the original payment method

  • Refund to store credit (if applicable)

HOW DO I SHIP BACK ITEMS?

To return an order please head to our ‘Return Portal’ and follow the below instructions: 

  • Enter your order number and email address to start

  • Follow the instructions and select the items you want to return

  • Once your request is approved, you will get a confirmation email with shipping guidelines

Please note the cost of the return shipping is at the customers’ expense and responsibility. It is advised that when shipping returns or exchanges they meet the above required criteria, customers should also select a service that provides tracking. 

HOW SOON WILL I GET MY REFUND?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval. 

ARE YOUR PRODUCTS HAND-MADE?

Madeleine Carroll places great value in craftsmanship and puts a lot of time and care into the details of each piece. The majority of our pieces are hand-made by Madeleine Carroll or incorporate some form of hand-felt touch. While most of our materials are sourced within Australia, there are various elements that have been sourced from overseas. Madeleine Carroll also believes in repurposing old materials for new uses. Many of the fabrics used, were once past garments or used for other design projects.

MY QUESTIONS IS NOT ADDRESSED.....

If you have any queries regarding return or refund, reach out to us at hello@madeleinecarroll.com.au.