HOW CAN WE HELP?

To check your order status, click the link below and enter your order details:

maddisoncambridge.uk/apps/tracking

After you complete your purchase, you'll receive a confirmation email with your order number. If you can't find it, check your spam or promotions folder. If it still hasn't turned up, email us at info@maddisoncambridge.uk with your name and we'll help you track it down.

We work with an automated system, so orders are prepared shortly after they're placed. If you'd like to cancel, email us as soon as possible at info@maddisoncambridge.uk and we'll do our best to stop the shipment. As a consumer, you also have a 14-day right to cancel: if your order is already on its way, you can return it once received by following our returns policy.

If your order hasn't been processed by the estimated date, our customer service team will reach out with an update within 24 to 48 hours (check your inbox!). Keeping you informed is a priority for us, and we appreciate your patience. You can email us at any time at info@maddisoncambridge.uk.

Shipping is completely free on all orders, with no minimum spend. Every product is delivered door to door.

Order processing takes 1 to 3 business days (it may take a little longer if the order is placed on a Friday evening or over the weekend). After dispatch, estimated delivery is 8 to 12 business days.

Once your order has shipped, you'll receive an email with your tracking link. You can also check it at any time on our tracking page.

We're sorry to hear that! Sometimes couriers mark parcels as delivered slightly ahead of time. We recommend checking with neighbours and any safe places around your home first. If your parcel still hasn't turned up after 2 business days from the delivery scan, contact us and we'll look into it right away.

Delays can occasionally happen due to high demand or courier congestion. Use your tracking link to check the latest status. If the estimated delivery date has passed with no updates, email us at info@maddisoncambridge.uk and we'll look into it for you.

You have 30 days from receiving your product to request a return. To be accepted, the order must meet these conditions: all parts and packaging in the same condition as received; no signs of use beyond normal handling; and, for products where hygiene matters, properly cleaned.

Email us at info@maddisoncambridge.uk with the subject "Return Request" and include: your order number, reason for return, a photo of the product (if damaged), your full name, and your address. We'll reply with the correct return address.

Important: do not send the product back to the sender on the parcel. Always wait for us to provide the correct return address.

Return shipping costs are the customer's responsibility. We recommend keeping proof of postage and sending us confirmation once you've returned the product, to help speed up the process.

Once we've received and checked the product, we process the refund within a maximum of 14 days, using the same payment method you used to purchase. All payments received are refunded, except return shipping costs and any additional costs from choosing a more expensive delivery method.

Yes! If you'd prefer a different size, colour or style, let us know when you contact us and we'll do everything we can to arrange the exchange, subject to stock availability.

Each product page lists the exact dimensions (height, width and depth) so you can compare them to a bag you already own and know works for you. If you're unsure, email us at info@maddisoncambridge.uk and we'll be happy to help.

If you're deciding between our Standard and Large sizes, think about what you usually carry day to day. The Large gives you extra room for bulkier items, while the Standard is a bit more compact for everyday use. If you're still unsure, get in touch before ordering.

The composition and materials of each item are listed on its product page, along with care recommendations.

To help your pieces last longer, follow the care instructions on each product page. As a general rule, avoid exposure to chemicals, perfume and excess water, and store them somewhere dry.

We're really sorry about that. Email us at info@maddisoncambridge.uk with your order number and a photo or short video of the fault, and we'll sort it out as quickly as possible.

Yes. Every Maddison Cambridge piece is covered against manufacturing defects for 30 days from the date you receive it, and by your full statutory rights under the Consumer Rights Act 2015 beyond that. If something isn't right, email us and we'll sort it out.

Your rights, in summary:

Within 30 days of receiving your order: if the item is faulty, damaged, or not as described, you can choose a full refund or a replacement — it's your choice, not ours.

After 30 days (up to 6 months): you're entitled to a free repair or replacement first. If that isn't possible or doesn't fix the problem, you're entitled to a full or partial refund.

None of this affects your right to return an order you've simply changed your mind about within 14 days, or within our 30-day returns window — see the Returns & Exchanges tab for that.

It covers manufacturing defects and items that arrive damaged, faulty, or different from what was described on the product page.

It does not cover: lost items, normal wear and tear from use (scratches, tarnishing or colour fading on metals and materials over time), or damage caused by improper care (exposure to chemicals, water or excessive force) once the item has been received in good condition.

Items bought on promotion or during a sale are covered on exactly the same terms as full-price items — a discount doesn't reduce your legal rights.

Email us at info@maddisoncambridge.uk with your order number and a photo or short video of the issue. Here's what happens next:

Within 30 days of receiving your item: tell us whether you'd like a full refund or a replacement — we'll action whichever you choose. If we ask for the item back for inspection, we'll cover the cost of that return shipping.

After 30 days: if the item is in stock, we'll send a replacement at no cost. If it's out of stock or discontinued, you're entitled to a refund reflecting the item's value rather than store credit.

Return of the affected product: if we need the item back to inspect it, we'll confirm the return address and cover the return shipping cost — you shouldn't be out of pocket for returning a faulty item.