Welcome to the MADE Help Center

Order Query
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Where is my order?
You can find the most up-to-date tracking information for your order through ‘My Account’. Once logged in, you will see the below screen.      Click into 'M... view more
My order hasn't arrived
If your delivery date has passed and you haven't received your order, you can track it by visiting My Account on our website.  Once you've logged into your a... view more
I've placed an order but heard nothing
You can check the status of your order, delivery info and contact details in your online account. Once you've logged in, select 'MY DETAILS' You can then ch... view more
I've received only part of my order
Please check your dispatch confirmation email. It may be that the rest of your order is coming separately. If you no longer have your confirmation email, you... view more
It's been longer than the estimated lead time and I still haven't received my order, what should I do?
We're sorry. We work hard with our manufacturers to reduce delivery times and avoid delays, which we let you know about as soon as we know ourselves. If you'... view more
Can my order be sped up?
As we make our products in batches, we can't speed orders up. We do sometimes have extra stock, which we mark as 'Express Delivery' on our site. These pieces... view more
Product & Stock
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How fast is Express Delivery?
We keep small volumes of best-selling and smaller pieces in our dispatch centre. These will be marked Express Delivery on our website, and will dispatch from... view more
Are your lights dimmable?
All our lights can be made dimmable if used with an LED, halogen or filament bulb. But we recommend speaking with a qualified electrician before installing t... view more
Can I buy items from your showroom?
Our showrooms are for display purposes only which show our newest and best-selling pieces in real life before buying them. While you can't order directly fro... view more
Can I get the Pantone/RAL colour for a product?
Of course you can, just contact us and a member of our team will get back to you with the information.  view more
Can you provide a fabric sample?
You can order a free fabric sample pack by creating an account and visiting the sample page on our website. You can order up to four samples at a time. If th... view more
Can you purchase the pair of chairs individually?
If the chairs are listed as a pair, you're unable to purchase them individually. Not all of our chairs are sold in pairs and you can check out our full range... view more
Delivery
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If I order several items, will they be delivered at the same time?
As long as all your items are with the same carrier, and the difference in lead times isn't too much, grouped delivery will automatically be applied at the c... view more
How can I change my delivery address?
You can update your delivery address prior to dispatch in My Account and 'MY ORDERS'. If your item has dispatched, feel free to contact us and we'll be happy... view more
What happens if the carriers lose my parcel?
This rarely happens however if this situation was to arise, send us an email and we can get this resolved for you. view more
Can I provide additional delivery instructions?
If you need to provide additional delivery info please contact the designated courier. Contact details will be provided on the dispatch email you received. view more
I have not heard from your delivery company yet
Our delivery partners should contact you within 5 working days of your order being dispatched. If it's been more than 5 days, please contact us and our custo... view more
My order is arriving too soon and I am not ready to receive it what can I do?
As long as it hasn't been dispatched yet, we can hold orders in our warehouse for up to 3 months, Just log in to 'My Account' and select 'Delay Delivery'. view more
Returns & Refunds
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When will I see my refund in my account?
Your refund should appear almost immediately, but it can vary depending on your bank and the type of card you used. Check out our returns and refund page for... view more
Can you process my refund onto a different credit/debit card?
By law, any refund must go onto the original used card, so this isn't something we're able to do. If the refund declined, we will then contact yourself and a... view more
How do I cancel an order?
You can cancel your order anytime before dispatch by going in 'My Account' and 'My Orders'. If your order has dispatched already you can contact us and we ca... view more
How will I be refunded?
The refund will go back onto the same card you used to place the order with us, and will be paid back to you via a return transaction.  If the refund was to ... view more
I would like to return my order - over 14 days
We give all of our customers 14 days to return any item - even if it's not damaged. However, if it goes over 14 days and you have simply changed your mind we... view more
I would like to return my order - within 14 days
You can return your item to us within 14 days of delivery for a full refund. Contact us and we will assist you with your return. For more information on our ... view more
Payments & Promos
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How do I use my promo code?
Enter your code at the checkout, exactly as it appears.   NOTE: Your code may have a minimum spend (which does not include delivery costs) – this can be foun... view more
How do I add another card to my account?
You can do this at the checkout when you pay for your next order. Use the credit card payment option, and tick 'Save My Card Securely For Future Purchases' w... view more
Why don't I see my saved card at checkout?
For security reasons, when we save your card we only allow it to be used for orders that are being delivered to an address for which you've previously used t... view more
Can I delete a saved card from my account?
Yes, go to My Account > My Payment Methods and you'll see all cards saved to your account with the option to 'delete' any you no longer want stored. view more
Are my card details secure?
Yes, we never store your full card details, only a token (that we use for future purchases) and enough information to display on the website so that you know... view more
Can I get a VAT refund for items that I am exporting outside of the EU?
MADE.COM is unable to participate in the Retail Export Scheme, as this scheme does not apply to goods sold over the internet. As such, MADE.COM is not legall... view more
Technical
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Why has my payment failed?
We accept Visa Credit, Visa Debit, MasterCard and American Express. Make sure your card details are correct and your billing address is in the UK or Ireland.... view more
I’m still not sure - where can I find more information about your privacy policy?
Please read our comprehensive privacy policy regarding GDPR and how it affects you here view more
What if I change my mind about receiving MADE.com communications?
It’s your right to change your mind, and we totally respect that. Just update your preferences on the 'MY COMMUNICATION PREFERENCES' page which is accessible... view more
Who has access to my data?
Your data is in safe hands. We only use it to process your activity on our site, for the best customer experience. If you’ve agreed to share your personal da... view more
Do I have to agree to all communications from MADE.com forever?
You can opt in or out whenever you want by going into your account and into the ‘Manage Subscription’ section of your account. You are able to update your d... view more
What exactly is “personal data”?
Personal data is information that directly or indirectly identifies a living person. This can be anything from a name, photo, address, bank details or, more ... view more