Shipping & Delivery

We have been guided by our Delivery Partners around the world to expect delays of 7-14 days, as a result of COVID-19 & increased demand. With this being said, MASON & MADISON CO. will always ensure all items are processed and dispatched as soon as possible to help ease the delay. We must note, once a package has left our warehouse, any delays you may experience are not the fault of MASON & MADISON CO., but a symptom of increased shipments and courier strain, which is felt around the world.

MASON & MADISON CO. unfortunately cannot guarantee all shipments will reach customers in time. However as stated above, we are doing everything in our power to improve shipping times and ease any delays.

We appreciate your understanding and thank you for your patience.


Covid-19 Update:
We have temporarily extended our returns and exchanges policy to 60 days so you have more time to decide.

Last mile deliveries are suspended in some postal areas and countries, please check with your local courier or local government before ordering as your parcel may be severely delayed if your postal area is affected.
As this is completely out of our control there is little we can do and we cannot be held responsible for these courier delays.  However, we would always advise contacting your local courier for regular updates.

If you have had a parcel being held up, please be assured that our tracking will keep an eye on movements and although it may take a little longer, your parcel will still arrive! 

We have temporarily suspended Standard Shipping for several countries. Express shipping is still available for these countries at a reduced rate. 

We will continue to monitor changes and make appropriate decisions accordingly.
Stay safe, and take care of each other!

  

ORDERS

HOW MUCH IS DELIVERY?

We ship internationally. Standard Delivery. All orders Shipping is on us! You’re welcome!

HOW LONG IS DELIVERY?

Please note the Delivery time = processing time + shipping time.
Average dispatch is 1-3 business days (not including weekends)
Average international standard delivery is 5-12 business days*.
Average international express shipping is 1-4 business days.

*For Standard Delivery, some countries take longer due to customs clearances and you should allow up to 28 days depending on the country. Please see below for the maximum delivery days for each country to see when you should inquire and raise a ticket with us. 

CAN I CHANGE OR CANCEL MY ORDER?

You can change or cancel your order within 12 hours of placing your order. 
Please send us your cancellation or change request within 12 hours of ordering.

Once your order has been sent out, your order cannot be changed or cancelled; please double check before placing your order. 

DELIVERY

DO I PAY CUSTOMS FEES?

International - Taxes and duties are not included in the checkout total. We produce and ship most of our parcels straight from our factory in New York, as such MASON & MADISON CO. does not pay duties and taxes on shipments shipped direct from our factory. Any duties and taxes owed on orders shipped direct from our factory will be billed directly to customers by the global carrier.

I ENTERED THE WRONG ADDRESS IN MY SHIPPING DETAILS, CAN I CHANGE IT?

If for whatever reason you have accidentally entered the wrong shipping address, please contact us immediately to change your details. If your item has already been shipped we CANNOT change or re-route your product and you WILL NOT be eligible for a refund. It is the responsibility of the customer to ensure all details are correct before purchase. We take no responsibility for orders placed to the wrong address.

If you have entered the wrong information please ensure you contact us within 12 hours if you wish to change it.

 

RETURNS & EXCHANGES

We offer a 30-day returns and exchange policy. Please contact us within 30 days with your order number, a brief explanation of why you are returning the goods and/or exchange details. 

Please note we cannot refund or exchange earrings because of hygiene reasons. This policy is there for the protection and health of the customers. Please read our product description carefully before purchasing. Custom-made items are also not refundable. However, we are able to refund such items if it is faulty or damaged upon arrival. 

 

PLEASE VISIT OUR HELP CENTER FOR MORE INFORMATION.