All Questions

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 you are about your order – we can’t wait to see how much you love it, too. Which is why we’re working non-stop to get your item[s] to you as quickly as possible.

 

There has been a huge increase in demand for homewares and furniture, which puts a lot of pressure on the makers and artisans who craft our products. And, there are also significant port delays, so our deliveries are taking much longer than usual.

 

How are we improving this? With new distribution centres to speed up dispatches and reduce lead times, so your items are with you sooner. And, we’ve also increased our customer service team, so there’s always someone available to give you support.

 

You can find delivery information for your order in the 'My Account' section of our website. And you'll always see our most up-to-date view of when we expect to dispatch your product – so this may change over the course of your item[s] journey to us.

 

If you haven’t set up an account and password, simply enter the email address used to place the order and use the 'forgotten password?' option to see this information.

 

We know just how much you want to enjoy your new item[s], which is why we’re always finding fresh ways to grow and improve, so each shopping experience with us is MADE even better than the last

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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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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 will then need to place a fresh order. 

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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 department. 

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You can track your order by logging into your account. The first screen will look like this:

 

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You can then click on 'MY ORDERS'

 

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Once you've clicked 'MY ORDERS', You can then select 'VIEW DELIVERY DETAILS' in the bottom right, the button will look like this:

 

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You can then view all the details of your order including dispatch dates, contact details we have for you, delivery address and order status. 

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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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

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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 locations. 

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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 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 six samples at a time. If the sample you're after isn't there, keep checking back – we regularly replenish samples. 

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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 be given as an option at the checkout for you to pick if you would like to do this and have all items delivered together. 

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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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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.

Please note: If you're an Offshore customer, order dispatch can take up to 14 days

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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 may have left your delivery with a neighbour. If you still haven't been able to track it down, contact us and we'll be able to resolve this for you.

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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 received this email, you can login to your account and you will be able to see which carrier has your product as well as their contact details

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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 card that has been used to purchase the order so this would not be something which we are able to do. However, if the refund declines we would then contact you and ask for alternative card details to process the refund.

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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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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 dedicated customer service team will advise on the best solution, including refund, replacement or repair options.

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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 already, you can contact us and we can sort this out for you.

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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 order with a card, the refund will be made to your Klarna account balance. If your account ends up in a credit balance, this can be used towards future purchases, or you can request it to be refunded to your card by contacting Customer Service.

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Enter your code at the checkout, exactly as it appears.

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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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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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You can save any Visa, MasterCard or American Express 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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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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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 site - to make sure we’re showing you stuff you’ll want to see, as well as to fulfill our contract with you.

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