SHIPPING & DELIVERY

Which countries do you deliver to?

We deliver to France and everywhere in the world (except Morocco, Algeria, Tunisia, St Pierre & Miquelon and Russia)

How does delivery take place?

We deliver to France and everywhere in the world (except Morocco, Algeria, Tunisia, St Pierre & Miquelon and Russia) via DHL Express . Packages are delivered to your home against signature .

After ordering on our site, an e-mail containing your order number will be sent to you. After processing your order, packaging your products and then shipping your order , you will subsequently receive an e-mail with a tracking number which will allow you to follow its delivery.

After receipt of this e-mail, delivery will be made within the next working day . If you are not at home on the big day, DHL Express will offer to reschedule a delivery or deliver your package to a trusted neighbor or to a relay point near you.

What are the delivery times ?

DHL Express delivery – Delivery against signature

Available throughout France: delivery within 1 working day after shipment.

Available in the European Union: delivery within 1/2 working days after shipment.

In the rest of the world: delivery within 3 to 5 working days after shipment.


Withdrawal from MadLords

Collection on the day of the order, if the product is available, at 316 rue Saint Honoré, 75001 Paris.

Will I have to pay taxes or customs duties on orders?

  • If you reside in the European Union, you will not have to pay any additional taxes or customs duties.
  • If you live outside the European Union, you will have to pay customs duties or import taxes. Mad Lords assumes no responsibility for any import duties or customs taxes, which are the sole responsibility of the buyer.
Why haven't I received my tracking number?

If you have not yet received your tracking number from our carrier DHL, this means that your order has not yet been shipped and is being processed. As soon as it is delivered to our carrier DHL, you will automatically receive an e-mail containing the tracking number as well as a link to follow its delivery.

RETURNS & EXCHANGES

What are the return conditions?

For orders under €500:

  • 25€ for European returns.
  • 45€ for the rest of the world.

You have 14 days after receipt of your package to make a return.

Returns of orders must be made in accordance with the following conditions:

Items must be returned unworn, undamaged and unused, with all original tags attached, and must be returned to us in the packaging in which they were delivered.
If the item was delivered to you with a label, this must not be removed and must return to us intact.
The jewelry must return to us in the condition in which you received it, in its original packaging and accompanied by all original documents.

Any return of an order that does not comply with our returns policy will be refused.

Can I modify or cancel my order?

You can request modification or cancellation of an order by contacting our customer service.

Have your 6-digit order number preceded by a hashtag ready, which you can find in your order confirmation email, then contact us by email at contact@madlords.com .

If you modify an order and its price changes, you will be asked to pay the difference. Conversely, we will reimburse you for the overpayment if applicable.

Can I exchange a product?

Returns are free for all orders over €500.

For orders under €500:

  • 25€ for European returns.
  • 45€ for the rest of the world.

We invite you to submit your return request by email to contact@madlords.com , respecting the returns conditions.

We will send you the return procedure as well as a link to print your prepaid return slip to your email address.

If the price of the product is different from the product exchanged, you will be asked to pay the difference. Conversely, we will reimburse you for the overpayment if applicable.

How to cancel or modify an order paid in 4 installments with Alma?

If you wish to cancel your order placed by Alma, you must make your request by e-mail to contact@madlords.com . We will reimburse you for the monthly payments already taken (fees included) and cancel the following ones .

If you wish to modify or exchange your order placed by ALMA, you must send your request by e-mail to contact@madlords.com.

If you exchange or modify for a product whose price is lower than the original product, we will reimburse you the difference by deducting it from the last monthly payment. Otherwise, we will send you a payment link allowing you to pay the difference in one go, by credit card.

PRICES & DISCOUNTS

I'm about to place my first order, can I have a promo code?

You can benefit from an immediate 10% discount on your first order by subscribing to our newsletter.

Once registered, you will receive by email a promotional code valid on your first order.

PAYMENT IN 4 INSTALLMENTS WITH ALMA

How can I pay in installments with Alma?

Payment in installments is available via our partner Alma. To benefit from it, go to the payment step and select the Alma - Pay in 4 installments payment method.

Amount of purchases : Only purchases between €200 and €5,500 are eligible for payment with Alma.

Countries accepted: The countries accepted for payment in 4 installments are France, Belgium, Germany, Netherlands, Ireland, Austria, Luxembourg, Italy, Spain and Portugal.

Fees: By paying in 4 installments with Alma, you will have a fee of 2.25% per transaction and these fees will be applied during payment.
We are forced to apply 1.16% customer fees (legal maximum authorized) for baskets over €4,500.

Termination: Any termination of the T&Cs which bind the Seller and the customer, results in the termination of the T&Cs between Alma and the customer.

Alma is a telepayment manager and issues an electronic certificate which will serve as proof of the amount and date of the transaction in accordance with the provisions of articles 1316 et seq. of the civil code.

Payment security is ensured by Alma and its service providers. All payments are protected by 3D Secure.

How do I pay the rest of my Alma monthly payments?

If you wish to pay the balance of your monthly payments before the 4th month, you can do so by contacting our financial partner Alma at support@getalma.eu .

My payment didn't work, why?

If your payment with Alma did not work, there are several possible reasons.

First of all, you may be using a bank card that is not accepted by Alma: you can find more information on the cards accepted on Alma via this link . You can then try the operation again with another bank card.

If your bank card is one of the accepted cards, the card number entered may contain errors. You can then ensure that you have correctly entered your bank card numbers (including the expiration date and 3-digit verification code) on the Alma payment page.

If you still get an error message, please ensure that you have the funds necessary for the transaction, and that your card's payment limit has not been reached. It is also necessary to validate the authentication step by 3D Secure (often in the form of an SMS sent to your phone or a push notification on your banking application) to finalize the payment.

If you are certain that all of these criteria are met, you can contact support@getalma.eu , mentioning the email used during payment, the amount and the date of the transaction.

What should I do if there is a problem with my payment with Alma?

Whatever the problem encountered, whether it is a failure during a payment attempt or difficulty in paying a due date, please contact Alma directly at the payment address @getalma.eu .

I have a new bank card: what can I do to ensure that it is used to pay my next installments?

If you change your bank card, you can enter a new one via your secure payment schedule.

You will find the link to your deadline in your order confirmation email, as well as in the emails preceding and following each of your deadlines. The sending address of these emails is payment@getalma.eu (remember to check your spam!).

When adding the new bank card, Alma will ask you for validation via your bank's 3D Secure authentication procedure. The purpose of this action is to ensure that you are the owner of the card provided.

If you encounter any difficulty with adding your new card, you can contact support@getalma.eu (response from Monday to Saturday within a few hours generally). To give you the quickest response possible, remember to mention the following elements: the email address and telephone number used during your purchase, the amount and date of the transaction.

I received a refund confirmation but my bank card was stolen or blocked - what should I do?

If you have changed bank cards, but have kept the same associated account at the same bank, the amount refunded will automatically appear on the statement of the bank account associated with the card that was initially debited , even if the latter is inactive or has been opposite .

Please note that depending on the banks, the reimbursement may take up to ten working days to appear in your account. However, if in doubt, do not hesitate to contact support@getalma.eu, so that we can provide you with details of the refund transaction, which will allow your bank to identify the transfer.

If you have changed banks or bank accounts, it is likely that the reimbursement will be on hold at your old bank. You can then write to support@getalma.eu so that we can send you the reimbursement details: your bank will then be able to identify the transaction and transfer the funds to your new account.