Is there a minimum order?

No, we do not set a minimum order size.

Can I change/cancel my order?

To guarantee the best delivery time, we prepare and ship your order within hours after validation of your basket. If you wish to modify or cancel your order, please call our customer service at 01 42 34 99 59.

I want to order in large quantities, what should I do?

You can contact our customer service.

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

First of all, check that your order has been taken into account on your customer area: following the acceptance of your payment, you should have received an order confirmation email. When you connect to your personal Madura space, you will also find your order and its status. 

An email was then sent to you to notify you of the shipment of your order. If after 8 working days you have not received anything and no delivery notice has been left in your mailbox, please contact our customer service.

Can I buy a product that is no longer available?

We only sell products that are available in stock. When a product is indicated as unavailable, it does not mean that it is out of stock but that it is temporarily out of stock.

Contact our customer service to know where you can get this item: in store, or on our website after a certain delay. We will take your contact information and get back to you as soon as the product is available again.

If the product you want is no longer available in the color or size of your choice, you can sign up for a back in stock alert. To do so, click on "Back in stock" near the size selector, and enter your email address to receive an alert when the desired item returns.

I can't add products to my cart

The proper functioning of our site requires the use of JavaScript technology. Check that the authorization of JavaScript 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 disable this protection to access our site.

Has my order been processed?

Upon acceptance of your payment, you are redirected to our site on a confirmation screen of your order. Then you receive, within a few minutes, a confirmation email that summarizes the details of your order.

If you have not received this email, you can also find your order and its status on your personal space on our Madura website or contact our customer service.

We will then confirm whether the order has been processed or what needs to be done to validate it.

Reservation in store from the online store

You have the possibility to reserve an article in the Madura store of your choice from your madura.com online store.

The reservation is done in several steps:

- the site shows you the stores closest to you, with the product in stock. You can then select the store of your choice from this list.

- you fill your reservation basket

- you receive an e-mail from the selected store acknowledging receipt of the reservation request

- you receive from the store, a sms and an e-mail confirming the reservation, indicating the availability of the reserved products as well as the deadline for collecting the products from the store

The sale is considered complete at the time of receipt by the Customer of the e-mail confirming the availability of products sent by the store

In the absence of proof to the contrary, the computer records of MADURA ONLINE and those of its service providers, kept in secure conditions, shall constitute proof of all transactions between Madura and the Customer. In accordance with the regulations, MADURA ONLINE will archive the reservation requests on a reliable medium. The Customer may have access to it by contacting Madura's customer service. In any case, it is recommended that the Customer keeps the e-mail and/or the text message validating the reservation.

Products can only be reserved in Madura stores located in metropolitan France and listed in the e-booking service. The opening hours can be consulted on the website for information purposes. The store undertakes, from the moment the Customer makes a reservation request on the website, to take into account the request within the time period indicated during the reservation process and according to the opening hours and days of the store (excluding the period of sales and non-working public holidays, excluding Sundays). The reservation will be taken into account by sending an email and/or sms confirming the reservation in part or in full by the store, depending on the availability of the products. The response time to the reservation request is given as an indication and is in no way contractual. In this respect, the Customer acknowledges that this deadline may not be met (in addition to the previous cases), in particular in the event of a problem with the reservation made by the Customer, preventing the store from taking it into account. Upon receipt of the confirmation email or sms sent by the store, the products will be reserved during the reservation period which is mentioned in the sms and/or the confirmation email and this in the store selected by the Customer. The date and time limit for the withdrawal of the reservation will also be specified in this email and/or sms. The Customer will then be able to withdraw the products, in the store, selected at the time of his reservation on the site and in the opening hours of this store. In order to be able to withdraw the products, the Customer will have to present his name & first name, or his e-mail / sms of reservation confirmation.

How to place an order?

Step 1: Add items to your cart

Each item is presented in a product sheet that details its characteristics (photos, zoom, composition, etc.). This sheet is accessible by browsing the different sections of the online store.

To add an item to your shopping cart, go to its card. Then select the size and/or color you want. The shopping cart located at the top right of your screen informs you that it has taken your addition into account by indicating the number of items it contains.

You can then decide to finalize your order, or to continue shopping online. 

Step 2: validate your cart

To finalize your order, you must first validate your cart.

When you move your mouse over your cart, a mini drop-down menu will show all your additions if your cart is not empty. Click on order to access the summary page of your order. You can then modify the size and quantity of the items you have selected.

The delivery cost is indicated. You have the possibility to change the country of delivery to simulate the amount of the expenses which will be invoiced to you. 

If you have received one of our advantage codes, do not hesitate to enter it in the space indicated to benefit from your advantage.

The total amount of the VAT on the products as well as the contribution to the delivery costs are also specified. Click on the button "validate your order" to save your basket and continue your order. 

Step 3: Identification as a customer or guest

If you are not yet a Madura customer, you must create an account in order to list all the necessary information (name, first name, billing and delivery address, contact information) or go through a quick connection via Facebook or Google Connect.

If you have already placed an order on madura.com, you have a customer account. Log in with your email address and password. This way you don't have to fill in your delivery and billing information again. However, you will be able to enter new information if necessary.

You also have the possibility to order as a guest, without creating an account. Be careful, you will not be able to find the information related to your order on a customer area. 

Step 4: Enter your delivery and billing information and choose your payment method

You now have access to a form for entering your delivery and billing information.

A first form is reserved for your delivery details. Fill in the fields with the greatest precision because they will be used by the carrier of your choice to ship your order. The fields marked with an asterisk (*) are mandatory fields.

If you wish to be delivered to a company, do not forget to fill in the company name in the "company" field.

By default, your billing address will be the same as your delivery address, but you can choose a different billing address. Check the option. A new form will appear that you must complete.

We then ask you to choose your delivery method: your delivery costs are then calculated according to the method entered. Next to each delivery method, we specify the estimated date on which you will receive your order at the latest.

Then select the payment method by which you will pay your order.

Verify the completeness of your order information thanks to the order summary at the top right of your screen. You can, at any time, modify the contents of your basket as well as your delivery and billing information.

After validating your information, you will be redirected to the secure payment screen of our payment partner Hipay.

Step 5 : Secure payment

You then access the secure payment screen of our partner Hipay.

Fields are available for you to enter your credit card number as well as the validity date and the 3 digits of the visual cryptogram on the back of your card. You will be asked for 4 digits if you use an American Express card.

If your payment is accepted, you will be redirected to an order confirmation screen on our site.

If your payment is not accepted, you have up to 3 attempts to re-enter your bank details. After the third refusal, you will be redirected to a screen on our site that will indicate that your payment has been refused. Contact our customer service to find out the reasons for this and to find a solution together to finalize your order. 

Step 6: shipping your order

Once your payment has been accepted, you will receive an email confirming your order within a few minutes. Keep this email. It contains the details of your order, your delivery and billing information, the estimated date of your delivery and the amount you paid online.

Your invoice will only be issued once your order has been prepared by our logistics center. At the end of this preparation, you will receive a new email informing you that your order is ready for delivery.

What are the delivery times?

All items sold on madura.com are available in stock and ready to be shipped. For each order placed, we ship your package within 2 to 5 working days.

May I change my shipping address / my order?

I paid by credit card and I did not receive a confirmation email

My payment is refused, why?

I no longer want to receive the newsletter

To unsubscribe from the newsletter, you can click on the link at the bottom of your last email inviting you to unsubscribe.

I can't see the newsletter

You can still view the message by clicking on the hyperlink "if you do not see this message, click here". If you want to read our newsletter as a classic email, please note that this problem may be due to the configuration of your email. You must authorize the display or the "download" of the images when opening the message. In case of difficulty, do not hesitate to contact us to communicate your parameters.

How to subscribe to the newsletter?

To subscribe to the newsletter, go to the bottom of each page of the site. All you have to do is enter your e-mail address and validate. Another possibility, in your customer area, select the tab "My subscriptions". You will be able to subscribe to the newsletter from this page.

How to print my bill?

Once your order is shipped, you can download your invoice in pdf format and print it from your customer area. If you do not have a customer account, please contact Madura customer service.

I want to track my order

By accessing the orders section of your customer area, you can track the status of your order.

I want to change my personal information

In accordance with the law "Informatique et Liberté" of January 6, 1978, you have the right to access, rectify, modify and delete data concerning you. The site is declared to the Commission Nationale de l'Informatique et des Libertés - CNIL under the n° 1351361.

From your customer area, you have the possibility to modify your personal details and to change your options for receiving our newsletter. You can also exercise these rights by sending us a letter to the following address or by email.

Company MADURA ONLINE

E-Boutique Madura Tm

156 rue de Rivoli

75001 Paris

I forgot my password

If you have forgotten your password, click on the link to be redirected to the forgotten password form. An email will be sent to your email address with your new password.

I don't like my product

For all returns, the following procedure must be fully followed:

- For any order of non-bulky item, you can declare your return and generate your label through our return portal.

- For all orders of bulky items and furniture, in accordance with the code provided by the Consumer Code, the costs of returns are charged to the customer. For this, we invite you to contact our after-sales service by phone at 01 42 34 99 59 or by email at eshop@madura.fr to declare your return.

Madura/Entrepôt Logistique

1 to 3 rue Ambroise Croizat

ZA Pariest

77183 Croissy Beaubourg

France

Items must be returned within 14 days, in their original packaging, with their label and any accessories, in perfect condition for resale. They must not have been washed, damaged or transformed. You will have to join to your parcel the return form to be completed and printed in your Customer Area / My Orders.

The refund will be made within a maximum of 14 working days after receipt of the return by bank credit or PayPal account. If these conditions are not respected, the madura.com website reserves the right not to accept your return.

These conditions are only valid for people who have purchased on the madura.com website.

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