All Questions

We're sorry you've experienced a delay. We aim to provide the most up-to-date information that we have in My Account and in all circumstances, rest assured, we're doing all that we can to get your order to you. 

 

My Account shows my product is Being made:

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We collaborate with the best independent designers and makers to produce our distinct range. While we work closely with our manufacturers, sometimes they can experience a delay of their own in receiving supplies, which will cause a delay in the production of your product(s).

 

My Account shows my product is Being shipped:

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Your product is on its way to us from our manufacturer, so this means we'll be working with the shipping company and the port of arrival to book the vessel in.

Once the vessel arrives, the team on the ground will work as quickly as possible to have the product(s) cleared through customs and on their way to our warehouse. Sometimes we can experience delays as your product(s) clear customs. For example, due to additional documentation being requested, or a larger number of vessels than usual arriving at the same time.

 

My Account shows my product is Being prepared for dispatch:

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Your product has arrived at our distribution centre and we'll be preparing it for dispatch. In most cases, our turn around times are quite quick but on rare occasions, product(s) may be delayed at this stage. For example, due to a delay in our carriers collecting your product from us.

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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. 

 

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Click into 'MY ORDERS', then click 'VIEW DELIVERY DETAILS' in the bottom right, the button will look like this:

 

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You can then see the status of your order, delivery contact details and tracking codes. Below is a little break down of what the different status' mean:

Being made: Your item is currently in manufacturing. 

Being shipped: Your item is currently on it's way to our distribution centre.

Being prepared for dispatch: Your item is currently in our distribution centre being prepared for dispatch.

Dispatched: Your item is now with the designated courier and they'll be in touch soon to book in delivery.

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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 account, you can see the below screen:

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Click into 'MY ORDERS', then click 'VIEW DELIVERY DETAILS' in the bottom right, the button will look like this:

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Once you've brought up the delivery details screen, you can then find your tracking code. You can use this to track your delivery with your designated courier. 

 

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A small number of our orders coming from India have been delayed because of the current COVID situation. We are keeping customers fully updated on their orders.

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It's unlikely to happen, but if it does, get in touch to let us know. If a piece of the wardrobe is broken, please provide a image in your contact form and we'll order the part right away. In the case of a small item like a shelf peg or hanging rail bracket, a replacement's sent out by post direct to you within 2 weeks. If the issue's with something larger like a door, it'll take a bit longer, but we'll deliver it to you for free.

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You have 14 working days after placing your order to cancel or change your mind completely free of charge. However, due to the customised nature of this product, any changes or cancellations after this time frame may incur extra charges.

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You can read about the giveaway service on our dedicated page here.

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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 us within 2 - 10 working days..

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Our Products are designed for residential use and we do not make any guarantees or warranties about their performance in a commercial environment.

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You're unable to add on further items to an order after purchase. If anything was missed you'll need to cancel the order and start again. Please be mindful that you have 14 working days after placing your order to cancel or change your mind completely free of charge. However, due to the customised nature of this product, any changes or cancellations after this time frame may incur extra charges.

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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 from the showroom, they do have tablets on hand which you can use to log in and complete orders.

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Of course you can, just contact us and a member of our team will get back to you with the information. 

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Due to the new customs processes that came into place as part of the Brexit agreement, we are currently unable to trade and deliver products into the whole of Ireland.

We are reviewing these processes with our carriers to find a way that would enable us to continue serving our customers in both the ROI and NI.

Until a clear and viable solution is found, we are unable to accept orders, and therefore as a business, we believe this is the most responsible course of action at this time.

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Yes, thanks to our clever live tracking system. Once you've placed an order, go to 'My orders' (you’ll be prompted to log in if you’re not already) where you'll see all the products you've bought. Select an item and we'll take you to a tracking page that'll tell you exactly where it is.

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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 checkout but this isn't something you can opt for.

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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 to assist you with this.

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Yes, your delivery may take a bit longer than usual and your delivery will have restrictions depending on the courier.
 
 
BJS and Arrow XL 
No contact deliveries including room of choice. The delivery will be delivered to a safe place i.e garden or garage.
No unpacking, or packaging removal service. 
No contact collection, the courier will collect from the exterior of your property.
 
DPD, Yodel and Royal Mail
No contact deliveries, doorstep only.
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For houses, this means we'll place items in your driveway, rear garden or garage as requested while maintaining social distancing restrictions. If these locations aren't available, we'll place items outside your house where requested when we arrive.


For flats and apartments, we'll place items in the ground floor communal hallway or doorway. The reason for this is that climbing stairwells whilst carrying furniture would restrict the ability to maintain social distancing.

For all deliveries, our drivers will photograph your items in situ and record this in our Place of Delivery form.

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You can return small to medium sized items via My Account. While we would like to offer self-service returns from My Account for all orders, we are currently unable to. For any large products (products delivered by BJS/ArrowXL) or any products delivered in more than one parcel, you will need to contact our customer service team to arrange a return. Additionally, if your order contains any of the following then no items from the order will be eligible for self-serve return, and will need to be returned by first contacting customer service:

 

  • Custom MADE items
  • If an item in your order has a credit note/goodwill refund associated with it, e.g. if you have been compensated for any item in your order 
  • Non-website orders
  • Fabric samples
  • If you have already started a return for an item in the order by contacting customer services
  • Promotions such as ‘buy one get one free’, ‘buy one get one half price’, bundles, spend and save, multiple promotions applied simultaneously, pledge discounts for TalentLab designs, fixed amount discounts applied to multi-product orders

 

If a product does not appear returnable via My Account, this does not mean it is not eligible for return. All your usual returns rights still apply. If an item from your order does not appear to be eligible for self-service return, but is within the return period and meets other returns criteria, please contact us.

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Yes, you can. 

 

If you checkout out as a guest, simply follow the ‘forgot your password’ steps by going to the Forgot Password page. Enter the email address you used to place your order, and follow the instructions in the email to set a password. 

 

Once this is done, you will be able to access My Account, and request a return in the My Orders section.

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You can return as many items as you like at once, providing they are packaged in their original packaging and together fit within one larger parcel, and that the return is requested at the same time. This is because your returns label is valid for only one parcel. Returns will not be accepted for multiple parcels with print outs of the same label attached.

 

If you do not have a large enough parcel to fit multiple items, don’t worry. You can simply request to return each item separately and print a label per product you’d like to return.

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The cost of your return is determined by the value of the product your are returning. You can find details on the costs of returns and collection on our returns page here: https://www.made.com/returns-and-refunds/

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You'd need a separate label for each individual box/parcel that you're sending back. You cannot print one label and duplicate it over multiple parcels. 

 

If you have a larger box/parcel that fits multiple items, you can raise a return for these items together, print one label and adhere it to the larger parcel containing the smaller items.

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Most carrier services don't have a paperless option yet so the majority of return labels require a printer. This is mentioned in the carrier service selection page under "Printer Required".

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Klarna will automatically attempt to collect your payment for your Pay in 3 purchase from the debit or credit card you entered at the checkout. If Klarna is unable to collect your payment on the scheduled due date, one further attempt will be made, two days later, to automatically collect payment. Should this payment attempt fail, Klarna will issue you a statement for the full outstanding order amount. This will become payable in 15 days. Klarna will notify you when a payment is due two days in advance of collection.

Klarna has a specially trained team to step in and help if you have any difficulties meeting your repayments. If you want to talk, you can contact the Klarna Customer Services team on 020 300 50833

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Visit Klarna's Customer Service for a full list of FAQs, live chat and telephone options: https://www.klarna.com/uk/customer-service 

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To check if it's possible to postpone your payment due date, please contact Klarna's Customer Service team here: https://www.klarna.com/uk/customer-service

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Payment for Pay in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third are collected 30 and 60 days after the first instalment.

If you chose to use Slice it, you'll be sent a monthly statement email with instructions on how to make a payment, and an overview of your Klarna account. Once you're logged in to your Klarna account, simply select 'Make a payment' and enter the amount you wish to pay.

Klarna will notify you via email and push notification when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can check the status of your order and payments by logging in at www.klarna.com/uk.

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You can log in at www.klarna.com/uk, where you'll find all of your orders and payment schedule information.

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Log in to the customer portal at Klarna.com at any time to update your payment methods, review your purchases, or settle your monthly statement. If you need further assistance, you can contact Klarna's Customer Service team.

Please be aware that your address cannot be changed after purchase, as the address is part of the agreement formed between you and Klarna.

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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. If it still isn’t working, please contact your bank.

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If you checked out as a guest, all you need to do is reset your password and you'll be able to access your account again. 

 

 

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Please read our comprehensive privacy policy regarding GDPR and how it affects you here

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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 via your account. Or, on the bottom of every email from us, there is a unsubscribe link which removes you from all our email marketing with just one click. 

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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 data with third parties via MADE.com, we only share the minimum needed to be able to provide services to you.

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You can opt in or out whenever you want by going into your account and into the ‘Manage Subscription’ section of your account.

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You are able to update your details in this section. We are able to guarantee that the choice is yours to make at any time. And we won’t hang onto your info - if we don’t need it, we’ll delete it. 

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