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212-260-0262

HELP & FAQ

1. Customer account

How do I create my account ?

To create your account at the MADURA online shop, enter your e-mail address, which becomes your identification, as well as the other required information in the appropriate fields.

If you are looking for a design you've seen in the press, it will most likely appear in the first few lines of its category. You can also search for an item by typing the name into the site's search bar.

How do I update my account ?

Changing your password or your billing information is very simple. Click on My Account and enter your identification and password. Once logged-in, you can see and change your personal information.

I've forgotten my password. How can I access my account ?

Click on the link I forgot my password and enter the e-mail address you used when opening your account. Your password will be e-mailed to you immediately. Please check your junk mail and spam box, if you do not receive it.

How can I register for the newsletter ?

At the bottom right of the Home page, enter your e-mail address in the Newsletter section. You will receive the latest news from the online shop, and our exclusive offers.

Can't find the item you're looking for despite searching by reference or by filter?
Contact our customer services team and describe the item you're looking for as precisely as you can. We will get back to you as soon as possible.

How can I unsubscribe from the newsletter ?

Simply click on the Unsubscribe link at the top of the newsletters you receive. You can also unsubscribe by logging into your account, in the My Subscription section. Please don't hesitate to contact us if you experience any difficulty.

What do you do with my name and personal information ?

The information you give us to handle your order are only used only in the context of our commercial relations. This information can in no way be shared or sold. In accordance with the Computers, Files and Freedom Law of 6 January 1978, you have the right to access, correct, change or remove any personal data which concerns you. So far as your financial information (bank or credit cards) is concerned, this is only used for your payment, with our secure payment partner Ogone. We do not retain any of your financial information.

Can I keep my basket open from one visit to another ?

You can recover the items that you added to your basket for up to a year (if stock is available), simply logging to your Madura account at http://www.madurahome.com/< using the same computer and browser as previously.

Need help ?

Please reach MADURA Customer Services by emailing newyork@madura.fr or call 212-327-2681, Monday to Friday between 10:00am to 7:00pm EST.

2. Ordering

How do I place an order at the MADURA online shop ?

Simply browse the MADURA site or select a category. Once you have selected an item, click Add To Basket. You can check the contents of your basket at any time by clicking on it. You can continue shopping or place your order. Click the Order button when you are ready to check-out. It takes 48 hours for our order to be processed, it is then passed on to UPS for shipping. Delivery times varies.

How long will it take to receive my order ?

MADURA will process your order within 48 hours, an email will be sent to you to advise you of the progress of your order.

How can I track my order ?

Upon receipt of your order, you will receive an order confirmation email. In this e-mail you will find a summary of your order and a link allowing you to go to your account and track your order. Your order will go through the following stages: “Confirmed” and “Sent”. When your order is passed on to UPS, you will receive another e-mail containing the UPS tracking number which will allow you to follow your order’s journey.

How can I cancel or change my order ?

You may cancel or change an order within one hour of making it. Any changes to your order will be taken into account on the same day provided they were made within this time limit.

Is there a minimum order amount ?

No, we do not set a minimum order amount.

The items I had to my cart don’t display properly.

JavaScript technology is required in order for our site to work properly. Please check that JavaScript authorization is activated on your web browser. (Internet Explorer, Firefox, Safari).

If the problem persists, check that your firewall or other network protection software is not blocking access to our site. In some cases, it may be necessary to deactivate this protection in order to access our site.

How can I buy a product which is no longer available ?

We only sell products which are available in stock. If a product is displayed as being unavailable, this does not mean that it is definitively sold out but that it is momentarily out of stock.

Contact our customer services to find out where you can purchase this item: in a boutique or on our site online after a waiting period. We will take your contact details to contact you as soon as the product becomes available again.

If the product you wish to buy is no longer available in the colour or size of your choice, you can set up an alert to be notified once it is back in stock. To do this, click on "item unavailable" next to the size selection bar and enter your email address to receive an alert as soon as the desired item is back in stock.

I still haven't received my order, is it normal ?

First of all, check that your order has been registered: following receipt of your payment, you should have received an order confirmation email.

A further email was then sent to you to notify you that your order had been shipped. If you have not received your order or a non-delivery notice in your letterbox after 5 working days, please contact our customer services.

Need help ?

Please reach MADURA Customer Services by emailing newyork@madura.fr or call 212-327-2681, Monday to Friday between 10:00am to 7:00pm EST.

3. Payment

What are the accepted methods of payment ?

We only accept payments by payment card or Paypal. These are completely secured by our partner Ogone, European leader of online payments.

Which credit cards are accepted ?

You can use the following payment cards in the MADURA e-boutique: Visa, Mastercard, American Express and Discover.

How is the payment secured ?

The MADURA online shop uses the e-Commerce Solution from Ogone, a recommended solution by many financial institutions. By using the most updated security features, Ogone guarantees a safe and friendly purchasing environment fully respectful of private life. Ogone e-Commerce is the payment solution of choice of several thousands online businesses. You will recognise these sites with the mention Payment Secured By Ogone, featured on the payment page.

My savings coupon code doesn't work. What should I do ?

Have you checked the expiration date of on your savings coupon? Coupons are valid for limited time periods. Also, the system is case sensitive; make sure you enter your code exactly as shown, without leaving spaces. Try clearing the cache in your browser. Once your code is accepted, a message will appear to indicate that your coupon was taken into account. Codes may not be combined if you have several, only one may be used per order. After following these steps, and if the code still won't work, don't hesitate to contact MADURA Customer Services by emailing newyork@madura.fr or call 212-327-2681, Monday to Friday between 10:00am to 7:00pm EST.

Need help ?

4. Delivery

How will you ship my order and what are the delivery charges?

We use UPS as our carrier. The delivery charges calculated below for the Continental US vary with the amount of your order and your shipping choice. The charge will automatically appear in your basket.

For deliveries to Alaska, Hawaii, Puerto Rico and US Territories a $15 shipping surcharge applies to all orders; please allow 7 to 9 days for delivery.

For deliveries to Canada, please reach MADURA Customer Services by emailing newyork@madura.fr or call 212-327-2681, Monday to Friday between 10:00am to 7:00pm EST.

How long does it take to process and ship my order ?

MADURA will process your order within 48 business hours, an email will be sent to you to advise you of the progress of your order. Delivery times vary between 3 to 7 days depending on the delivery method you choose at the time of your purchase and include order processing and shipping time.

Special Holiday shipping schedule:

Order and Reception Date

Event

Delivery

Order received by: Monday December 7, 12pm EST

Receive delivery on or before: Monday December 14

HANUKKAH

(Sunday December 6)

UPS Ground

Order received by: Thursday December 10, 12pm EST

Receive delivery on or before: Monday December 14

HANUKKAH

(Sunday December 6)

UPS 2nd Day Air

Order received by: Friday December 18, 12pm EST

Receive delivery on or before: Wednesday December 24

Christmas

(Friday December 25)

UPS Ground

Order received by: Monday December 21, 12pm EST

Receive delivery on or before: Wednesday December 24

Christmas

(Friday December 25)

UPS 2nd Day Air

Order received by: Monday December 22, 12pm EST

Receive delivery on or before: Wednesday December 24

Christmas

(Friday December 25)

UPS Next Day Air

 

Please reach MADURA Customer Services by emailing newyork@madura.fr or call 212-327-2681, Monday to Friday between 10:00am to 7:00pm EST.

Can my order be delivered abroad ?

We currently deliver to the Continental USA, Alaska, Hawaii, Puerto Rico and US Territories. Deliveries to Canada to can be arranged by reaching our MADURA Customer Services by emailing newyork@madura.fr or call 212-327-2681, Monday to Friday between 10:00am to 7:00pm EST.

What should I do if I am not at home when my order is delivered ?

The package is delivered directly to your home, and if you are not at home at that time, UPS will leave a delivery attempt advice at your door and a new delivery date and time. If you are still not home at the second attempt, UPS will make the package available to you at their closest facility.

With the UPS tracking number provided to you, go to www.ups.com to set up alerts before the package arrive; you can also electronically authorize packages for drop-off if you are not home or relocate to another location. This service is free and easy.

What should I do if I do not receive my order ?

If you did not receive your package after 7 days (Continental US deliveries) and no advice note has been left for you, track your package at www.ups.com by entering your tracking number. You also can contact our MADURA Customer Services by emailing newyork@madura.fr or call 212-327-2681, Monday to Friday between 10:00am to 7:00pm EST.

What should I do if my goods are damaged, or if I do not receive what I ordered ?

Please contact the MADURA online shop Customer Services immediately; do not return the item before reaching MADURA Customer Services by emailing newyork@madura.fr or call 212-327-2681, Monday to Friday between 10:00am to 7:00pm EST.

How can I change a delivery address or the content of the delivery ?

Once the order has been confirmed, it is unfortunately no longer possible to make any changes. In order to guarantee the fastest delivery times, we prepare and ship your order in the hours after you approve your cart. However, you can make changes to your address as a default setting for future orders in the section of your customer account area that contains your personal details.

5. Returns and refunds

How do I return a product, and how long do I have to do so ?

To return a product you don't want, just follow these three steps:

1. Go to to your customer account and complete the return form. Then print it out enclose it with your package. If you have make an order without any account, but as a guest, please follow the link.

2. Replace the complete item in its original packing. Goods must be returned in their original state for acceptance and refund.

3. Send the package by UPS to the following address:

MADURA

909 Broadway

NY-10010 NEW YORK

Tel: 212-260-0262

How much does returning a product cost me ?

If this return is due to an error on our part, MADURA will refund you the cost of a UPS Ground shipment from your address of delivery to the return address above. If, on the other hand, you are not satisfied with your purchase, you must pay for the return yourself. We will refund you for the merchandise value only.

Have we received the items that you returned ?

We will email you as soon as we receive your return at our warehouse. If you do not receive a confirmation of receipt by email in the 10 days after you sent the items, we invite you to contact our customer services and we will get back to you as soon as possible. We advise you to attach your package reference to your message.

How will I be reimbursed?

All refunds are credited in the original form of payment within 30 days of the date of returning the package.

6. Technical problems when ordering

I have not received your e-mails confirming the order or despatch.

These e-mails may be in the junk or spam files of your in-box. We recommend that you add http://www.madurahome.com/ to your anti-spam system and/or your address book.

I can't manage to make my payment. What should I do ?

If your payment will not process, check that you have entered your card numbers and its expiration date correctly. Check with your bank or credit card company that the payment has not been blocked. For reasons of security, our Customer Service does not have access to your credit card, but are always happy to help you.

Which browsers should I use to reach the MADURA website ?

The MADURA website is available with Microsoft Internet Explorer 8 or higher, as well as on all versions of Mozilla Firefox, Google Chrome, Safari and Opera.

You can install the latest versions of each browser by means of the following links:

- Google Chrome

- Mozilla Firefox

- Safari

- Microsoft Internet Explorer

7. Information and Services

What guarantees are offered?

SATISFACTION GUARANTEED

If you are not satisfied with your purchase, you may return it within 10 days of delivery. Your account will be credited upon receipt of your return at our facility, Please note also that our stores will gladly accept your return.

QUALITY

MADURA guarantees the utmost quality for all its products, Our collection consists of a wide selection of fabrics appealing to various lifestyles and includes natural fibres such as silk, wool, linen or cotton. Soft to the touch, smooth to the soul, our wood or leather pieces will surprise your most sophisticated guests.

EXCLUSIVITY OF THE PRODUCTS

All MADURA products are designed by our in-house Paris team inspired by fashion, design and art. They reflect the latest trends in terms of fabrics, prints, colours, shapes and styles. Exclusivity, originality and quality are the trademarks of MADURA.

AVAILABILITY

We apologize if some products may be temporarily unavailable; if you choose the “Notify Me” option, we will email you as soon as the product is available for us to ship.

How can I reach Customer Services at the MADURA online shop ?

Contact Customer Services by emailing newyork@madura.fr or call 212-327-2681, Monday to Friday between 10:00am to 7:00pm EST.

8. Personal data protection

We are committed to our website customers and visitors, and guarantee that personal data supplied to us will remain strictly confidential.

The information you give us to handle your order are only used only in the context of our commercial relations. This information can in no way be shared or sold. In accordance with the Computers, Files and Freedom Law of 6 January 1978, you have the right to access, correct, change or remove any personal data which concerns you. So far as your financial information (bank or credit cards) is concerned, this is only used for your payment, with our secure payment partner Ogone. We do not retain any of your financial information.

Privacy policy’s effective date: 16.01.2017

Our cookies policy

Cookies are files that contain information about the web pages you have visited. They facilitate your navigation of our website by saving data such as products you have viewed or your login details.

In order to process customer orders, and with a view to better understand customer needs and personalise the services offered on our site, we use cookies. Cookies are computer files stored on the customer's personal computer hard drive, whose function is to detail information regarding their use of the site.

There are two types of cookies:

• First-party cookies: those of the website you are visiting.

• Third-party cookies: those of the advertisements or images on this page.

We use three types of cookies:

• Security cookies, which enable the device you are using to be recognised (computer, mobile, tablet).

• Functionality and performance cookies, which enable us to save your preferences (country, language, etc.).

• Other cookies, which enable us to offer you your favorite items at the best price.

Cookies memorise the customer's visit to the site, their identity (recognised from their email address and password) and the contents of their cart. Once you have logged off the site, this information is recorded for 30 (thirty) days before being definitively deleted.

Personal data protection

As a retail website, we collect a certain amount of information necessary to process orders. All of this information is processed with the greatest confidentiality.

You can modify your personal data from your customer account area by logging in using your email address and your password.

  • Customer service 212-260-0262
  • Delivery within 3-5 days
  • Satisfaction guaranteed or your money back
  • Secure Payment
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