Frequently Asked Questions
Is there a minimum order?
No, we do not set a minimum order.
Can I change/cancel my order?
To ensure the best delivery times, we prepare and ship your order the hours within the hours following your order confirmation. If you wish to modify or cancel your order, please call customer service on 01 42 34 99 59.
I'd like to order a large quantity, what should I do?
You can reach our customer service.
I still haven't received my order, is this normal?
First of all, check that your order has been processed in your customer area: once your payment has been accepted, you should have received an order confirmation email. By logging on to your Madura personal space, you will also find your order and its status.
An email was then sent to you to inform you that your order had been dispatched. If after 8 working days you have not received anything and no delivery notice has been left in your letterbox, please contact our Customer Service. 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, this does not mean that it is sold out, but that it is temporarily out of stock.
Contact our customer service to find out where you can purchase this item: in-store, or on our website after a certain delay. We will take your contact details 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 as soon as the desired item is back in stock.
I can't add products to my basket
If the problem persists, please 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 in order to access our site.
Has my order been processed?
Once your payment has been accepted, you will be redirected to an order confirmation screen. Within a few minutes, you will receive a confirmation email summarizing 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 taken into account or what needs to be done to validate it.
In-store booking from the online store
You can reserve an item in the Madura store of your choice from your online store madura.com.
There are several steps to booking:
- the site shows you the nearest stores with the product in stock. You can then select the store of your choice from this list.
- fill in your reservation bag
- you receive an e-mail from the selected store acknowledging receipt of your reservation request
- you will then receive an SMS and an e-mail from the boutique confirming your reservation, indicating the availability of the products reserved and the deadline for collecting the products from the store
The sale is considered complete when the Customer receives the e-mail confirming the availability of the products sent by the store.
In the absence of proof to the contrary, MADURA ONLINE's computer records and those of its service providers, kept in secure conditions, will constitute proof of all transactions between Madura and the Customer. In accordance with regulations, MADURA ONLINE will archive reservation requests on a reliable medium. The Customer may access this information by contacting Madura's customer service department. In all cases, it is recommended that the Customer retain the e-mail and/or text message used to validate his/her reservation.
Products can only be reserved in Madura stores located in mainland France and listed in the e-booking service. Opening times can be consulted on the website for information purposes only. The store undertakes, from the moment the customer makes a reservation request on the site, to process the request within the time indicated during the reservation process and according to the store's opening hours and days (excluding sales periods and non-working public holidays, excluding Sundays). An email and/or sms will be sent to confirm all or part of the reservation, depending on product availability. 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 preceding cases), in particular in the event of a problem with the reservation made by the Customer, preventing the boutique from taking the reservation into account. Upon receipt of the confirmation e-mail or sms sent by the store, the products will be reserved during the reservation period mentioned in the confirmation sms and/or e-mail, in the store selected by the customer. The date and time by which the reservation must be collected will also be specified in this email and/or text message. The Customer will then be able to collect the products from the store selected at the time of booking on the site, during the store's opening hours. In order to be able to collect the products, the Customer will at least have to present his/her first & last name, or his/her reservation confirmation e-mail / sms.
How to place an order?
Step 1: add articles to your bag
Each article is presented in a product sheet detailing its characteristics (photos, zoom, composition, etc.). This sheet can be accessed by browsing the various sections of the online store.
To add an item to your basket, go to the item's description. then select the size and/or color you want. click on "add to basket". The basket in the top right-hand corner of your screen will inform you that it has taken your addition into account, indicating the number of items it contains.
You can then decide whether to finalize your order, or continue shopping online.
Step 2: Confirm your bag
To finalize your order, you must first validate your basket.
When you hover your mouse over your shopping basket, a mini drop-down menu shows all your additions, if your basket is not empty. Click on order to access the order summary page. You can then modify the size and quantity of the items you have selected.
Shipping costs are indicated. You can change the country of delivery to simulate the amount you will be charged.
If you have received one of our coupons codes, please enter it in the space provided to benefit from your coupon.
The total amount of VAT on the products and the contribution to delivery costs are also specified. Click on the "Confirm your order" button to save your basket and proceed with your order.
Step 3: Identify yourself as a customer or guest
If you're not yet a Madura customer, you'll need to create an account to enter all the necessary information (first and last name, billing and delivery address, contact details), or else log in quickly via Facebook or Google Connect.
If you already ordered on madura.com, you have a customer account. Log in with your email address and password. This way you won't have to fill in your delivery and billing details again. However, you will be able to enter new details if necessary.
You can also place an order as a guest, without creating an account. Please note, however, that you will not be able to retrieve your order information from a customer area.
Step 4: Enter your delivery and billing details and choose your payment method
You will now be taken to a form where you can enter your delivery and billing details.
The first form is reserved for your delivery details. Please fill in the fields as accurately as possible, as they will be used by the carrier of your choice to ship your order. Fields marked with an asterisk (*) are mandatory.
If you wish to be delivered to a company, don't forget to enter 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. Tick the option. A new form will appear for you to 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 by which you will receive your order.
Then select the payment method you wish to use to pay for your order.
Check your order details using the order summary at the top right of your screen. You can modify the contents of your basket at any time, as well as your delivery and billing details.
After validating your information, you will be redirected to the secure payment screen of our payment partner Hipay.
Step 5: Secure payment
You will then be taken to the secure payment screen of our partner Hipay.
Fields are provided for you to enter your credit card number, expiry date and the 3-digit security code 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 website.
If your payment is not accepted, you have up to 3 attempts to re-enter your bank details. After the 3rd refusal, you will be redirected on our site to a screen informing you that your payment has been refused. Contact our customer service to find out why, and together we will find a solution to finalize your order.
Step 6: Shipment of your order
Once your payment has been accepted, you will receive an order confirmation email within a few minutes. Keep this email. It contains the details of your order, your delivery and billing information, the estimated delivery date and the amount you have 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 is the delivery time?
For each order placed for which the products are in stock, we ship your parcel within 2 to 5 working days for non-bulky products.
- Delivery is via Colissimo 48h for mainland France, Corsica and Monaco, depending on your preference. For orders shipped abroad, you will be delivered via Colissimo International 48h..
- We also offer you the flexibility of collection from a relay point. With 11,000 Mondial Relay points in mainland France, you can take advantage of our extended opening hours and collect your parcel whenever it suits you. You can only use this delivery method in mainland France.
- For all bulky products, we have a dedicated carrier for the Ile-de-France region, and another for the rest of France. Delivery times may vary according to product availability. If the product is available, it will be dispatched within 2 to 4 weeks. If a date is indicated, it will be shipped from that date.
You can track the status of your order (excluding bulky products) in your order tracking on your customer account.
Can I change the delivery address / contents?
Once the order has been confirmed, you can contact our customer service department by telephone and/or e-mail to request the removal of one or more items from your order or its complete cancellation. This will be possible if the order has not yet been prepared.
You will also be able to request a change to your delivery address if it has been selected for Colissimo, and only if the order has not yet been dispatched.
Where do I pick up my parcel?
For all orders placed on the site, you will receive an e-mail reminding you of the delivery address you have given us. If you are absent at the time of delivery, a notice from the carrier will tell you where you can collect your parcel.
What happens if I am absent at the time of delivery?
If you are absent, your parcel will be delivered to the postal contact point indicated on the delivery notice left in your letterbox.
Your parcel will be kept at the postal contact point for a period of 10 calendar days from the day after the delivery notice was left. At the end of this period, the parcel will be returned to us.
If you are responsible for the delay (the delivery address you gave us was not correct, or you did not pick up the parcel within the 10 days allowed), please contact our customer service department by email or telephone to find the best solution.
How do I get a bulky product delivered?
Premium delivery is available with a special device. For the duration of the delivery driver's intervention, we would like to thank you for your safety and that of the driver: air the delivery room before the driver arrives, keep the gestures barrier (distance of 2 meters), facilitate access to the delivery room.
The delivery driver will note all delivery information directly on his PDA to avoid any contact with you. Delivery personnel are trained in barrier techniques and are equipped with masks and hydroalcoholic gel to guarantee your safety. (Rods cannot be delivered to doorsteps.) The specific delivery method for "bulky" products is valid for deliveries in France only. The cost of transport is calculated according to the place of delivery and the products ordered.
There are two possibilities depending on the delivery location:
- For Paris and the Paris region, you can benefit from PREMIUM delivery (excluding small furniture and coffee tables), which includes: making an appointment, transporting the goods to your home, going upstairs and installing them, assembling the base and collecting the packaging supplied.
- For other regions, you can benefit from PREMIUM delivery (excluding small furniture and coffee tables), which includes: making an appointment, delivery of the goods to your home. The item will not be unpacked, and packaging will not be taken back.
In the case of orders of "bulky" products and standard products, you will be delivered by Colissimo for the "non-bulky" items contained in the same order.
What are the shipping costs?
Delivery charges: The prices of the products displayed on the site do not include delivery charges or customs duties. These costs may vary depending on the product(s) in the basket, the weight of the package, the delivery location as well as the delivery method chosen.
Free returns on all orders (excluding furniture and bulky items).<
I paid by credit card and did not receive a confirmation email
Once you have placed your order, you will receive a confirmation email. If you don't see it in your inbox, it may have arrived in your "junk" or "spam" folder. These are increasingly sensitive to protecting the privacy of their users by, for example, identifying e-mails that do not belong to your contacts. We recommend that you authorize the madura.com in your anti-spam tool and/or mailbox.
If your credit card payment was successful and you have not received an order confirmation email as soon as possible, please contact our Customer Service immediately. customer service.
Bank verification takes a little longer (security procedures), so the order is not immediately authorized and must be validated manually.
Why has my payment been refused?
You have up to 3 attempts to pay for your order. If none of these attempts is successful, your payment will be refused and you will be redirected to a screen on our site informing you that your payment has been refused. Your payment may have been refused for various reasons: an error in entering your bank details, the amount of the order may exceed your financial reserves, etc.
If your payment doesn't go through, check that your card numbers and expiry date are correct. Check with your bank to make sure they are not blocking your payment. For security reasons, Customer Service does not have access to your bank details, but will be happy to help you.
Are my bank details stored?
No banking information is stored on our site. Your bank details are entered directly on the secure server of our technical and financial partner Hipay. The banking information you provide, encrypted on your own computer, will never circulate unencrypted on the Internet.
Is the payment secure?
Yes, payment is 100% secure. Transactions carried out on madura.com are secured by the payment system of our partner Hipay.
The online store madura.com uses the Hipay e-Commerce solution, recognized by the major players in the financial world. It has been developed to enable you to make payments in an ergonomic, user-friendly environment, with optimum security and respect for privacy. All information exchanged for payment processing is encrypted. This data cannot be detected, intercepted or used by third parties.
For your security, Hipay checks that the connection with your browser is secure before sending your financial data. Hipay is a technical service provider, and does not take responsibility for order disputes. These must be settled directly with madura.com or your bank.
What payment methods are accepted?
We accept payment by credit card: Carte Bleue, Carte Visa, Carte Mastercard and Carte American Express.
We also accept payment by Paypal, and in installments with Alma 3x and 4x free of charge from €100 purchase.
Payments by postal check, bank check, bank transfer or money order are not accepted.
My customer account
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I cannot view the newsletter
You can still view the message by clicking on the hyperlink "if you can't see this message, click here". If you wish to read our newsletter as a regular e-mail, please note that this problem may be due to your e-mail configuration. You must allow images to be displayed or "downloaded" when you open the message. If you have any problems, please do not hesitate to reach usto send us your settings.
How do I subscribe to the newsletter?
To subscribe to the newsletter, go to the bottom of each page of the site. Simply enter your e-mail address and confirm. Alternatively, in your customer account, select the "My subscriptions" tab. Here you can subscribe to our newsletter.
How do I print my invoice?
Once your order has been dispatched, you can download your invoice in pdf format and print it from your customer account. If you do not have a customer account, please contact Madura Customer Service.
I would like to track my order
By accessing the orders section of your customer account, you can track the status of your order.
I would like to change my personal details
In accordance with the French Data Protection Act of January 6, 1978, you have the right to access, rectify, modify and delete data concerning you. The site has been registered with the Commission Nationale de l'Informatique et des Libertés - CNIL under no. 1351361.
From your customer area, you can change your personal details and modify your options for receiving our newsletter. You can also exercise these rights by sending us a letter to the following address, or by sending an e-mail to email :
Société MADURA ONLINE
E-Boutique Madura Tm
156 rue de Rivoli
I forgot my password
If you've forgotten your password, click on the lien to be redirected to the forgotten password form. An email will be sent to your inbox with your new password.
I don't like my product
Por all returns, the following procedure must be followed in its entirety:
- For all orders of non-bulky items, you can declare your return and generate your label via our returns portal: https://app.fastoche.co/app?shop=madura- For all orders of bulky items and furniture, in accordance with the Consumer Code, the cost of returns is borne by the customer. Please contact our after-sales service by telephone on 01 42 34 99 59 or by e-mail on firstname.lastname@example.org to declare your return.
1 à 3 rue Ambroise Croizat
77183 Croissy Beaubourg
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 must enclose a returns form with your parcel, which you can complete and print out 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 met, madura.com reserves the right not to accept your return.
These conditions are only valid for people who have purchased on the site madura.com.
My product has a defect
Madura pays the utmost attention to the quality of its products. If, however, despite all our quality controls, a defect should occur, we invite you to report the problem. Please follow the procedure below:
Send an e-mail to customer service avec :
- the order number (in the subject line of the e-mail);
- photographs of the product with visible defect;
- a photograph of the label on the packaging;
- your choice of exchange or refund.
Our customer service will get back to you within 5 working days.
If the defective item is returned, please follow the return procedure and state the reason for the return. In the event of a proven fault on our part, the cost of returning the item will be reimbursed.
How do I prepare my curtains before the touch-up appointment?
Your curtains must be hung at least 48 hours before the appointment. This allows the fabric to relax properly before the Tilli artisan takes measurements.
Is retouching performed on site?
No, alterations are made in the workshop with a rendering within 3 to 5 days. There may be exceptions if the curtains cannot be unhooked, in which case please contact email@example.com
Can I take the measurements myself and leave my curtains somewhere for my Tilli craftsman to collect?
No, during a home appointment, the Tilli craftsman is responsible for taking measurements. You must be present at the appointment to confirm the measurements and the estimate with the craftsman.
What happens if I cancel my appointment?
You can change or cancel your appointment free of charge up to 8 hours before the appointment. Tilli charges a last-minute cancellation fee: Less than 2 hours: €25 Between 8am and 2am: €14 Tilli artisans organize their schedule according to the number of home appointments scheduled. In the event of a last-minute cancellation, they lose out. These cancellation fees are paid directly to the craftsman.
Is curtain ironing included in the service?
No, full curtain ironing is not included. The Tilli craftsman is a seamstress, he will iron the curtain for the purposes of his work, at the place of sewing. If the curtains entrusted to him were ironed, he will give an iron stroke: the craftsman will return the curtains exactly as they were entrusted to him.
Does the Tilli craftsman take care of unhooking and hanging the curtains during the appointment?
The Tilli craftsman can help you unhook and install a curtain panel for an extra charge of €7 per panel.
It's up to you to provide the stepladder: the Tilli craftsmen are seamstresses, not installers. This service is offered to adapt to the customer's needs (e.g.: elderly or pregnant) but the artisans do not travel with installation equipment.
Does artisan Tilli supply the lead wire?
Yes the Tilli craftsman can supply the lead wire if required. We do not recommend the addition of a lead thread as this type of thread pulls on the curtains and deforms them over time. They also make washing more complicated.
Does the Tilli craftsman lay/change eyelets?
No, Tilli does not offer this service as it requires a special press. In case of exceptional request, please contact Tilli customer service via email firstname.lastname@example.org
Their customer service department will be able to query the community of craftsmen to find out if any of them have a press and would like to take on the job.
More information: https://tilli.fr/les-questions-les-plus-frequentes-tilli-retouche/