All Questions

You can find the most up-to-date tracking information for your order through ‘MyAccount’. 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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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'

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You can then check the contact details you have used to register with us. If your email address is incorrect, you are able to edit this, for future orders. We're unable to change email addresses on current orders however we can provide you with any details you need to know upon contacting us. 

 

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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 can check this by logging into your online account. Once you've logged in, select 'MY ORDERS' 

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Once you've gone into 'MY ORDERS' You will then need to click 'VIEW DELIVERY DETAILS' in the bottom right, the button will look like this:

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You can then see any current orders you have with us, with up-to-date dispatch/delivery info.

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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've been waiting longer than you should have, and you haven't heard from us, log in to your online account and click into 'MY ORDERS'

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You can then click 'VIEW DELIVERY DETAILS' in the bottom right, the button will look like this:

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Here you can see up-to-date delivery/dispatch info. If you can see the order has been dispatched and you've not yet heard from the courier, get in touch and we can resolve this for you. 

 

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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 are posted within a few days, and a courier will be in touch to confirm an exact delivery date.

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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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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 them.

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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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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 the sample you're after isn't there, keep checking back – we regularly replenish samples. 

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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 of chairs here

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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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This rarely happens however if this situation was to arise, send us an email and we can get this resolved for you.

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If you need to provide additional delivery info please contact the designated courier. Contact details will be provided on the dispatch email you received.

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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 customer service team will look into it for you.

 

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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'.

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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 more info.

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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 alternative card details can then be taken. 

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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 can sort this out for you.

 

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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 be declined, we will then contact you after 30 days to obtain further bank account details. 

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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 are unable to arrange for this item to be returned to us.

If the product is faulty or damaged, then please contact us with photos of the damage and our team will be happy to advise you accordingly.

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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 returns policy see here.

NOTE: You will need to disassemble your product and repackage it in order for our delivery partners to collect

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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 found in the T&Cs of the promotion.

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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' when filling out your new card details. 

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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 the card. So if you've moved house or placing an order for delivery to a friend or relative, you need to re-enter your card details (and check the 'Save My Card Securely For Future Purchases' checkbox). Next time you order for delivery to that address the card will appear as a payment option.

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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.

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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 which card it is, i.e. the last 4 digits of the card number. Also, we only allow the card to be used when the same delivery address has been used for the card before, which reduces the risk of someone accessing your MADE.COM account and ordering with your saved card.

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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 legally permitted to reimburse VAT charged on purchases made through our website. Please see the HMRC website for further information here

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

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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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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 digitally speaking, an IP address or even social media posts.

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