FAQs
How long will it take for my order to arrive?
This varies across all items depending on how and where they're made, so please read the item description carefully!
Any item labelled 'pre-order' will have an estimated shipping date in the description. These items are produced by a small factory that we work with in Leicester, U.K. We work with them on a pre-order basis to ensure that we limit fabric wastage and don't produce excess stock.
A 'made-to-order' item usually has a turnaround time of 5 working days, but this will be specified in the description. These items are handmade by Maddie in London.
All upcycled pieces are pre-made and will be sent to you within 2 days of purchase.
Where are your clothes made?
Everything is hand-made in London and Leicester, U.K.
Do you ship internationally?
Yes! Shipping costs will be calculated at the checkout. If you place an order from outside of the UK, your order may be subject to import duties and taxes upon arrival in the destination country. Please note that we do not have control over these charges and we cannot predict their amount. You will be responsible for payment of any import duties / taxes.
Do you loan pieces?
Yes, but these are subject to availability. Please email press@senjabymaddie.com with the relevant dates and information.
…Any other questions? Please email info@senjabymaddie.com
Return Policy
We hope you love your Senja by Maddie piece, but if something isn’t quite right, here’s how returns and exchanges work:
Standard Items
If you purchased a pre-made item (not custom or made-to-order), you have 14 days from the date you receive your order to request a return. Once approved, you’ll have an additional 14 days to send the item back.
To be eligible for a return, items must be:
- Unworn and in their original condition
- With all original tags/labels still attached
To request a return, please email info@senjabymaddie.com with your order number and reason for return.
Refunds will be processed back to your original payment method within 7 working days of receiving your return. Shipping fees are non-refundable.
Custom and Made-to-Order Items
Due to the personalised and handmade nature of our custom and made-to-order pieces, we do not accept returns or offer refunds on these items. This includes knitwear, upcycled pieces made to your measurements, and any items marked “made-to-order” or “custom”.
This is in line with UK consumer law under the Consumer Contracts Regulations.
If your item arrives damaged or incorrect, please contact us within 48 hours of delivery and we’ll make it right.
Exchanges & Store Credit
We’re happy to offer exchanges on eligible items, provided we have the size or style you’d like in stock.
Please email info@senjabymaddie.com with your order number and the item/size you’d like to exchange for, and we’ll confirm availability.
If we don’t have your preferred item in stock, you can choose to:
- Receive a refund (for eligible items)
- Receive store credit to use on a future order
Questions?
Drop us an email at info@senjabymaddie.com – we’re happy to help.