Contact

Questions about an order, a size, or a return? Send us a message and someone on our team will answer.

How to reach us

Before you order

Sizing and fit
The most useful question you can ask. Tell us the size you normally wear, which brand it came from, and what you're deciding between — we'll give you a straight answer, including when it's that a piece runs small.

Materials and construction
What something is made from, how it's put together, and whether it'll hold up to the use you have in mind.

Care and cleaning
How to look after a piece, what to avoid, and how it ages over a year rather than a week.

You'll hear back from someone who has handled the item, not a line lifted from a supplier sheet. We'd rather give good advice than process a return.

After you've ordered

Where's my parcel?
Your tracking number arrives by email once your order is dispatched. Allow 24 to 48 hours for the first scan, and expect quiet periods in transit — our delivery window runs 2 to 4 weeks, and neither a slow start nor a few days without updates means anything has gone wrong.

If it stalls, or tracking says delivered when nothing arrived, send us your order number. We'll open the investigation with the courier ourselves — that isn't something you should have to do.

Returns and refunds
Get in touch before posting anything back and we'll send the return address and a reference. You have 30 days from delivery, no reason needed, and that includes sale items. Details are in our Refund Policy.

Damaged, faulty or wrong item
A photograph and your order number is all we need. You choose a replacement or a full refund, we cover the return postage, and in many cases we won't ask for the item back at all.

Cancelling an order
We can cancel free of charge before your order is dispatched. Email us as soon as you can — orders often go to fulfilment within a few hours.

Anything else
Press enquiries, partnerships, or feedback on the site — same address, and we'll pass it to the right person.

Two things that speed up a reply

Lead with your order number. It sits at the top of your order confirmation email. Without it, we're searching by name and email address, which typically adds a day.

Attach a photograph for anything visual. Damage, an incorrect item, or a question about colour or finish — an image resolves in seconds what a written description often can't.

Our policies

• Delivery — processing times, tracking, and what happens if a parcel goes astray
• Returns & Refunds — your 30-day window, statutory rights and how refunds are handled
• Privacy Policy — what we hold, why, and what you can require us to do with it
• Terms of Service — the terms your purchase is made under

Company information

The Maud Mae Mabel team