FAQ
ORDERING & PAYMENT:
Item out of stock on the site. What should I do and how often do you restock?
Good news! We get new items frequently, especially our most popular items. You can be notified by email by signing up for our newsletter at the bottom of our home page. Once the item is restocked, you’ll be notified right away.
I am an international customer and I am not sure how much I'll be charged for a purchase?
Madison Brooklyn is proud to service our customers from all over the world! All pricing on our site is in USD, the conversion rate would depend on your issuing credit card company being used on the transaction.
What payment methods do you accept?
Madison Brooklyn offers a variety of payment options. We accept AferPay, Visa, MasterCard, Apple Pay and American Express cards. We also take PayPal and store credit in the form of e-gift cards.
I placed an order, but never received a confirmation email?
If you do not receive an email from Madison Brooklyn within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email for assistance to update your order.
How do I change or cancel my order?
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point you will be unable to make changes to your order. Keep in mind our system is designed to fulfill orders as quickly as possible. We cannot cancel or change an order once it has been placed. In such case you can however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.
How long after I place my order will it ship?
Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 48 hours for an order to be processed. Kindly note shipping may be delayed by our verifications team if confirmation is needed for the order.
I am an international customer. What are the rates I should expect to pay?
Canada - USPS Priority Flat Rate: $25 (5-10 Business Days)United Kingdom - USPS Priority Flat Rate: $35 (5-10 Business Days)
All Other Countries - USPS Priority Flat Rate: $35 (5-10 Business Days)
Madison Brooklyn is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery. If the package is returned to our warehouse, there will be a bounce back fee.
My order was confirmed, but I just got an email saying an item is out of stock. What does this mean?
Between the time you placed the order and when we processed it, the item was no longer available. We will send you an email with an E-gift card containing the amount you are owed for the cost of the item. Please treat the gift card like cash, as it is store credit you can use during a later purchase. Store credit never expires.
I placed an order, but haven't seen any movement from Madison Brooklyn. What's going on?
There are several reasons why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.
IF YOUR ORDER IS MULTIPLE ITEMS AND ONE OF THEM IS OUT OF STOCK - WE WILL GO AHEAD AND SHIP THE REST OF YOUR ORDER ISSUING STORE CREDIT FOR THE ITEM (S) NOT IN STOCK.
SHIPPING:
What company does Madison Brooklyn use to ship packages?
We offer USPS Priority mail, both domestic and internationally.
How long does shipping within the US take?
We offer 2-day shipping on all orders with a flat rate of $8.00. In rare instances, delivery may take 3 days. We also offer FREE standard shipping in 3-5 business days on orders over $100, after discount. For expedited shipping we offer 1-Business day for $25.00, orders must be placed by 1pm EST for it to be processed same day. In rare instances, delivery may take 2 days.
How long does it take to ship internationally?
It usually takes 5-10 business days to arrive in your country however, in some instances, delivery may be delayed depending on your country's customs.
Do you refund shipping fees?
Shipping fees are non-refundable.
My purchase is over $75… Why hasn't the shipping charge been waived?
Free shipping for orders over $75 (subtotal) applies to U.S. Domestic shipments only. Keep in mind to please take discounts under consideration. At this time, international shipments do not qualify for free shipping.
How do I know my package has shipped and is on its way?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving the warehouse, you will receive another automatic email with shipping information.
TRACKING YOUR ORDER:
How do I check on the status of my order?
In your shipping confirmation email, you'll get a link to the tracking history. From there, you can monitor your package's progress until it's delivered to your door. Or, visit USPS.com and enter the tracking number emailed to you.
How can I track my package (international)?
In your shipping confirmation email, you'll get a link to the tracking history. In some cases, the tracking information will only be provided up until the package leaves Brooklyn, NY as air mail. From there, please plan an additional 7-10 business days before delivery. To track your package, enter your tracking number here: http://www.ppxtrack.com
I placed an order a while ago and just realized I've been getting several emails and missed calls from Madison Brooklyn… What's going on?
In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 7 business days, we will cancel your order and issue you store credit in the amount of the items plus the shipping fee. If you notice a message from Madison Brooklyn via phone or email, please call us back as soon as possible to avoid having your purchase cancelled.
My tracking info shows my package was delivered, but I never received it?
Madison Brooklyn provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS HERE or call 1 (800) 222-1811 for domestic or international assistance. We will do our best to assist you, but Madison Brooklyn does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.
RETURNS:
I am in the United States and want to return an item I am not satisfied with?
If you are not happy with your purchase, please send it back to our Brooklyn, NY warehouse within 14 days of the delivery date. with a return slip. Merchandise must be unworn, unwashed, and still have all tags attached. When returning by mail, we suggest using USPS flat rate shipping for convenience. You will be responsible for covering shipping costs to return items and shipping charges must be prepaid. We would be happy to issue you a refund in the form of store credit to use on a future purchase. Store credit never expires. Sale items, swimwear, bodysuits, undergarments, lingerie, grooming/make-up products and beauty tools cannot be returned. unless approved by customer service in advance. There will be a 15% restocking fee taken out of your credit.
I am an international customer and I want to return an item?
Please contact us before returning an item, as there are special circumstances when we cannot accept a return from an international location. We will do our best to accommodate. We are not responsible for returns until they reach our warehouse.
My shoes do not fit, and I want to return them?
No worries, we will accept shoe returns up to 14 days after delivery, as long as the shoes are unworn, are in their original packaging, and you have included the original invoice.
My package is being returned to you, what do I do now?
All packages returned to us due to an invalid address will be restocked and you will be issued a store credit minus the initial shipping charge. We are not able to reship an order as all returned shipments are processed by our Returns Department.
Where do I send my return to?
Please address your package to:
Madison Brooklyn
P.O. Box 20813
Brooklyn, NY 11202
How long does it take to process returns?
Returns are processed within 2-5 business days after your item(s) are received into our warehouse. Once your return has been processed, you will be issued an online store credit in the form of an E-gift card via email. Please keep your return tracking number for your records.
Does Madison Brooklyn do exchanges?
No! You may return the item(s) for store credit.
Does Madison Brooklyn issue refunds?
We do not issue refunds, we offer store credit in the form of an E-gift card instead. Please treat store credit like cash.
FIT GUIDE:
How do I find out what my size is?
We provide a detailed Size Guide for your reference.
What are the inseams of your jeans?
On average, our jeans have an inseam of 30"-31" inches.
OTHER:
Don't see your question answered?
Shoot us an email at info@madisonbrooklyn.com with your order number in the subject.
