Refund policy

Returns and Exchange Policy

General Policy:
We operate on a Made-to-Order model with two categories of products:

  1. Standard Sizes (A): These are pre-designed in standard EU sizes. These items are non-refundable and non-returnable unless there is a defective manufacturing fault on our part. If the item is deemed faulty, we offer the following options:

    • a) A return and exchange for the same model, or

    • b) A store credit refund.

  2. Made-to-Measure (B): These items are crafted specifically according to your measurements. As such, Made-to-Measure pieces are non-returnable and non-refundable. However, we are committed to delivering a perfect fit. If necessary, we will work with you through back-and-forth shipping to adjust the piece until the perfect fit is achieved.

Return Eligibility (for faulty Standard Sizes only):
To qualify for a return, your item must meet the following criteria:

  • Defective due to manufacturing (not due to customer handling or wear).

  • In original condition, unworn or unused, with all original tags and packaging intact.

  • You must provide the receipt or proof of purchase.

  • A photo proof of the defect must be sent within 48 hours of delivery.

Process to Start a Return:
To initiate a return, please contact us at customercare@madamewilliamm.com. If your return is accepted, we will send you a return shipping label and instructions on how to return the item. Returns must be authorized before being sent; any items returned without prior authorization will not be accepted.

Conditions for Returns:

  • All products must be returned unused, with all protective materials, tags, packaging, and accessories (dust bags, authenticity cards, etc.) intact.

  • We reserve the right to reject a return if:

    • The item shows signs of wear, damage, or has been washed.

    • The MADAME WILLIAM M. tags are missing or damaged.

    • Essential packaging (such as dust bags, boxes) is missing.

    If any of these conditions apply, we may either reduce the refund or exchange amount, or offer to send the item back to you at your expense.

Category-Specific Return Information:

  • Clothing & Fine Jewelry: Must be unworn and returned with all presentation boxes, protective packaging, and tags intact.

  • Bags & Accessories: All designer packaging (authenticity cards, dust bags, leather tags) must be returned.

  • Shoes: Return in their original box (undamaged), including dust bag and all original packaging.

  • Beauty & Fragrance: Must be returned unused, unopened, and in original packaging. Fragrance, nail polish, and candles are final sale and cannot be returned due to shipping restrictions.

  • Lingerie & Swimwear: Must be tried on over underwear, without removing the protective adhesive strip.

  • Luxury Watches: Must be returned unworn with the protective cover intact, and in the original packaging with all accessories.

  • Limited Edition & Capsule Collections: These items are highly collectible. Exchanges may be accepted at our discretion, but returns are not typically allowed.

Refund Process:
Upon approval, your refund will be processed within 20 business days. You may choose to receive a refund either as store credit or to your original payment method. Shipping costs will be excluded from any refund, unless the item is faulty or has been canceled properly.

Damaged or Incorrect Items:
If you receive a damaged or incorrect item, please inspect it immediately upon receipt and contact us within 7 days at customercare@madamewilliamm.com. We will evaluate the issue and make it right.

Exceptions / Non-returnable Items:
Certain items are non-returnable, including:

  • Custom products (special orders or personalized items).

  • Made-to-Measure pieces.

  • Beauty products (skincare, cosmetics, haircare, etc.).

Exchanges:
Exchanges for Standard EU size items may be accepted for defective products. For Made-to-Measure items, exchanges are not accepted. However, if there are any sizing issues, we will offer adjustments through our back-and-forth shipping process until the perfect fit is achieved.

Repeated Returns:
We understand that returns may occasionally be necessary, but we do monitor the number of returns made by customers. Continued returns that breach our policy may result in the closure of your MADAME WILLIAM M. account or refusal of future orders.

Colors:
We have made every effort to display the colors of our products as accurately as possible. However, variations in screen settings may cause discrepancies between the color displayed and the actual product color. We cannot guarantee exact color reproduction.

Gift Returns:
For gift returns, please contact customercare@madamewilliamm.com for further assistance.

Customs Duties and Fees:
Please note that customs duties and fees are not charged by MADAME WILLIAM M.. These fees are imposed by the government of the receiving country and vary from one country to another. As we take care of the shipping worldwide and do not charge our clients for shipping, we are not responsible for any customs fees or import taxes that may apply upon delivery. These charges are the responsibility of the recipient, and we recommend that you check with your local customs office for more details.