Do you accept international shipping addresses?
Please reach out to us with your shipping address and a list of the items that you wish to purchase, and we will obtain an international shipping quote. Shipping charges vary depending on the weight of the package and the destination country. We are not responsible for any issues or delays with international customs nor are we responsible for any customs duties.
Where do you ship?
Madcap Cottage can ship to street addresses in the continental U.S. If you live in Alaska, Hawaii, or Puerto Rico reach out to us with your shipping address and a list of items that you wish to purchase, and we will obtain a shipping quote. White-glove shipping is not available for Alaska, Hawaii, or Puerto Rico.
What is white-glove shipping?
Our white-glove service will deliver an item into your home and room of choice. As this service is significantly more costly than traditional shipping methods, it is reserved for items that are oversize, heavy, fragile, or one of a kind. Items that ship via white-glove service will be noted in the item listing. White-glove items will not be delivered without a scheduled delivery appointment. Once the shipper has collected your order from us, they will reach out to you to schedule your delivery. All other orders ship via USPS, UPS or FedEx.
Do white-glove orders take longer to arrive?
Because white-glove shipping is a bespoke service—and because carrier routes vary based on demand—delivery will take anywhere from 3 to 6 weeks from the time the shipper collects the item at our warehouse. Should you have questions about your white-glove delivery, please reach out to us at firstname.lastname@example.org. We will notify you once your order has been collected from our warehouse.
I received a damaged item. What should I do?
- You have the right to refuse the item. Please document any and all damage with detailed photographs before refusing.
- Make a note of the damage on the delivery service’s paperwork before signing for the item. If you do NOT note the damage on the paperwork, it is likely that we will not be able to issue a refund or replace the item.
- Whether #1 or #2, you must reach out to us at email@example.com with your contact information, order number, description of damage, and photographs of the damage. We will then work with you to correct the problem.
I’m missing an item from my order. What should I do?
Since some items ship directly from the manufacturer and others are shipped from our warehouse, your purchase(s) may arrive in more than one shipment. Your order confirmation will note how items have shipped and the number of shipments per order. Please check this information before contacting us. If you have checked this information and find that you are still missing part of your order, please reach out to us at firstname.lastname@example.org.
Returns and Exchanges
What is your return policy?
We accept returns on most purchases. Some exclusions apply and those are listed, below. You can return any unopened/unused product within 7 days of receipt for a full refund through the original form of payment. Shipping fees are not refundable with the exception of damaged merchandise. Should you wish to return an item please reach out to us at email@example.com with your order number, contact information, and the reason for the return.
You are responsible for all return shipping costs. We will help you coordinate returns for items that must be shipped via a white-glove carrier. For items shipped via white-glove delivery that are eligible for return, the return shipping fee (a minimum of $250) will be calculated and sent for your approval. A restocking fee of $75 will also be charged on all white-glove orders.
All returned items must be sent back in their original packaging.
Can I return vintage items?
Sorry, vintage items cannot be returned.
Can I return wallpaper?
Sorry, all wallpaper sales are final. If you are unsure about a wallpaper color or pattern, we suggest that you order a sample before finalizing your purchase.
Can I return final sale or clearance items?
Sorry, but final sale or clearance items cannot be returned.
How do I return an item?
Please contact us at firstname.lastname@example.org with your name, order number, contact information, and the reason for the return.
Return shipping and restocking fees
You are responsible for all return shipping costs. For items shipped via white-glove delivery that are eligible for return, the return shipping fee (a minimum of $250) will be calculated and sent for your approval. A restocking fee of $75 will also be charged on all white-glove orders. Return shipping and restocking fees will be deducted from your refund. We will help you coordinate returns of any white-glove items.
The following items also have restocking fees:
Lampshades: $25 per shade
Lamps: $75 per lamp
Rug Runner: $25 per runner
2′ x 3′ Rugs: $25 per Rug
3’6″ x 5’6″ to 5’8″ Rugs: $50 per Rug
7’9″ x 9’9″ or Larger Rugs: $100 per Rug
Items shipped via white-glove service: $75 per item
Does Madcap Cottage charge sales tax?
Madcap Cottage charges sales tax on orders shipped within North Carolina.
Does Madcap Cottage price match competitors?
At this time, we do not price match with competitors.
Does Madcap Cottage honor price adjustments?
We’re sorry, but we do not accommodate price adjustments.
When your order is processed, you will receive an order confirmation. Once the item is fulfilled you will also receive an email with tracking information.
Many items ship direct from the manufacturer’s warehouse. Please allow two to four working days for these orders to process and ship.
Backordered items will ship when product becomes available. If an item is on backorder at the time your order is placed you will receive a notification as such. Please reach out to us at Hello@madcapcottage.com should you have a question about a backordered item.
You, the buyer, are responsible for all shipping costs.
All orders that ship within the state of North Carolina are subject to sales tax.
Madcap Cottage is not responsible for unclaimed or refused packages. In the event that a package is returned to us due to refusal, Madcap Cottage will issue credit, less a 20% restocking fee.
We only accept returns on items that are damaged or shipped incorrectly within 48 hours of your order being received. A Return Merchant Authorization Number (RMA#) must be requested from Madcap Cottage before an item may be shipped back to our facility. Place RMA# on the outside of the box, adjacent to or on the shipping label.
The RMA# is valid for 15 days. Items MUST be returned within those 15 days. A return address will be provided when the RMA# is issued.
Please be aware that it is your responsibility to insure that authorized returns arrive back at Madcap Cottage within the 15-day window.
All returns must be in un-used, re-sellable condition with original packaging.
Furniture items are made to order and are non-returnable. If your order arrives defective or damaged, please let us know within 48 hours.
There are NO returns on vintage items, or final sale items.
There are NO returns on wallpaper or fabric. If your order arrives defective or damaged, please let us know within 48 hours.
Claims for items damaged in transit must be reported to Madcap Cottage within 24 hours of receipt of goods. Please take a photo of the box or packaging and item clearly showing damage(s). Save all materials as the carrier may request inspection before collecting the item.
All credits are issued at the end of each week. Your refund will be credited to the card used for purchase.
Refunds are for product only and do not include initial shipping cost.
You are responsible for all return shipping charges.
We are sorry, but we do not accommodate price adjustments.
Contact us at Hello@madcapcottage.com
Or call us at 917-675-4004
Customer Service is available Monday – Friday from 10 am – 5 pm EST. Please leave a message, and we will return your call.