FAQ's

Click below to reveal the answer to some frequently asked questions. If you have a question that is not addressed below or a thought you’d like to share, please chat with Client Services.

ORDERING

Can I order without registering?

Yes, simply select guest checkout. However, we suggest creating an account. This will allow you to follow online orders, process returns/exchanges quickly, and access your purchase history and e-receipts.

Is my credit card charged at the time I place my order?

Yes, once you place an order your card will be charged. We process your order and then ship your package.

How do I place an exchange order?

You can exchange an item online. Simply navigate to your orders section in your Madame L account, click the exchange button, choose the item you would like to exchange and submit the exchange request to us. A client services advisor will then email you a complimentary return label.

Need some extra help exchanging an item?

Contact Client Services, our friendly advisors are happy to assist you with making an exchange.

Shipping/Returns

When will my order ship?

Expedited orders placed after 12:00 noon EST will ship via UPS on the next business day (products will not ship during the weekend) given item availability and payment verification. All orders placed and shipped to US addresses will ship within 2 business days complimentary via UPS ground delivery option. UPS delivery estimation is 3-5 business days. Client Services will contact you if there is any delay with your order.

When will I receive my order?

Placed orders will ship from our store within 1-2 business days. After the initial shipment, packages could take between 3-10 business days to arrive at your specified delivery address.

Please note that this schedule is not guaranteed as shipping is subject to unforeseeable circumstances or weather delays.

Can I change my shipping information after I’ve placed an order?

Yes, you can change the shipping information if the order has not left our store. If you need to make a change, please contact our Client Services as soon as possible.

Are returns and shipping complimentary?

Yes, we offer complimentary shipping for all orders and returns in the USA. Shipping to all other countries is calculated at the time of checkout. For expedited shipping there is an additional fee applied at the time of checkout.

What is your return policy?
  • Merchandise may be exchanged or returned for a full refund within thirty (30) days of the original purchase date when accompanied by the original sales receipt (except personalized or made to order items).
  • All merchandise must be in perfect saleable condition, in its original packaging.
  • A refund may only be made in the same currency country as the original purchase and in the original form of payment.
  • Personalized items are final sale and cannot be returned or exchanged.

TO RETURN AN ITEM:

  • Please initiate a return or exchange request online through your Madame L account by visiting your orders section. Here you will be able to exchange an item online directly or contact Client Services who will be more than happy to assist you.
  • Our Client Advisors will offer you the following return options:
    1. Receive via email a UPS pre-paid shipping label to facilitate the complimentary return of your product. Remove any outer labels prior to affixing the UPS return label and securely seal your package before dropping it off at any UPS store or UPS pick-up location.
    2. Should you choose not to use the provided label and ship via a different carrier, please ship to the address indicated on the voucher. In this case, Madame L is not responsible for packages lost in transit and shipping costs will not be reimbursed.
  • Kindly include your order voucher in your package, along with the original or gift receipt.

Services

How do I contact Customer Care?

Please visit our Client Services page. Here you can chat with a Customer Care Advisor, leave us a message, or send us an email.

How do I get in touch with a personal stylist?

Our Personal Style Advisors are excited to work with you through live chat, email, or phone. Please visit Client Services and fill out our form to schedule an appointment.

What is your alteration policy?

During your in-person appointment, we offer complimentary, expert tailoring to ensure a perfect fit. To schedule an appointment please click here.

Do you offer special cuts or orders?

Yes, if you are looking for a style in a color that it is not offered, please contact our Client Services for more information.

How do I know which size is right for me?

Styles with a more fitted or oversized silhouette have the shape reflected in the product details section. Relaxed fit means that the style is in between fitted and oversized. Please also reference our size guide to find your perfect fit. If you are still having difficulty finding which size is right for you, reach out to our Client Services where an advisor will be more than happy to help you find the perfect fit.

Size Guide

Below is our size guide. For a garments individual fit, please refer to the items description found on the item product page.

How do I care for a Madame L product?

Please refer to the care label attached to the garment for instructions.

For cleaning care best practices, please visit our Product Care page.

International Orders

Do you ship internationally?

Yes, we accommodate most international shipping. The international shipping cost will be calculated and during the checkout process and is calculated based on the service level, the number of items purchased, the weight of the items, the destination country, and can include any applicable duties and taxes. The shipping delivery estimation will also be calculated during checkout and depend on the chosen method of delivery. All deliveries can be tracked through your Madame L account and UPS website.

Account

How do I create an account?

In the upper right-hand corner of our homepage, you will see My Account/Sign In. Clicking on this will cause a screen to drop down. On the right side of this drop-down there is a ‘Register’ button. Click there and proceed to fill out the required information to create your new account.

How can I change my login email and password?

Please make sure that you are signed into your account to change your email or password. Once you are signed in, you will see your name on the right-hand side. When you hover over your name, a small drop-down menu will appear where you can click ‘Account Details.’ Then, to change your email address, simply type in your desired email information. There you will also see an option to change your password.

What if I forget my password?

When you initially try to sign in, you will see a link that says, ‘Forgot Your Password’. Follow this link to reset your password.

How do I subscribe to your email list?

On the right side of the bottom of this page, there is a field for you to enter your email to keep up with new launches, exclusive offers, and more.