Welcome to the MADE Help Centre

Order Query
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Why are my item[s] delayed?
We're sorry. There have been some unforeseen delays, which means your order will arrive later than planned. We know this isn't ideal. And we know how excited... 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
What if my order is incomplete?
You're unable to add on further items to an order after purchase. If anything was missed, you'll need to contact us and we can cancel the order for you. You ... view more
I want to place a large trade order?
If you would like to place an order through Trade please get in contact with us so we can have this looked into for you and pass you to the relevant departme... view more
How do I track the progress of my order?
You can track your order by logging into your account. The first screen will look like this:     You can then click on 'MY ORDERS'     Once you've clicked ... 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
Product & Stock
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I received the wrong product, what shall I do?
Firstly, we're sorry you received the wrong product. Please contact us with details of your order and what you've received and we'll get it sorted view more
Where are MADE.com's products manufactured?
We travel to various locations to find you the best furniture makers in the world, all of our products are manufacturing by various suppliers in different lo... view more
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
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 six samples at a time. If the... 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 be given as an option at the chec... 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
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
I've tracked my order with your delivery company and it says it's been lost, or has already been delivered, but I don't have it. What should I do?
In very rare cases, our trustworthy couriers experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or they ... view more
How can I contact your delivery company?
We'll send an email to you once your products have dispatched with information on how to contact the delivery company that has your order. If you have not re... 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 card that has been used to purchase the order so this would not be something which we are able to do. However, i... 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've received a faulty/damaged item
Although this is very rare, should your product not arrive in perfect condition, please contact us with an image of the faulty product, and a member of our d... view more
How do I cancel an order?
You can cancel single item orders before dispatch by going in 'My Account' and 'My Orders'. If the cancel option is missing or your order has dispatched alre... view more
What happens with the Klarna repayment agreement if I cancel or return my order?
As soon as we've registered your cancellation or return, Klarna will credit the balance back to your account within 5 business days. If you've paid for your ... 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 fou... 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
Which card types can be saved?
You can save any Visa, MasterCard or American Express card. 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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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
What does MADE.com use my data for?
MADE.com is a ‘Data Controller’ for the information you choose to share with us. Sometimes it’s useful to collect information about you - and how you use our... view more