RETURNS

In order to return or exchange an item, you must contact us within 14 days of delivery (this window is extended around holidays) and we will provide instructions. You will be responsible for paying for your own shipping costs for returning your item unless it arrived damaged, defective or it was sent in error. Original shipping costs are non-refundable.

To be eligible for a return, your item must be unused and in new condition. We do not accept returns on personalized items, unless they arrive damaged or defective.

There are certain situations where only partial refunds may be granted (if applicable), such as an item not in its original condition, being damaged or missing parts for reasons not due to our error.

Due to the health concerns around the exchange of our Face Masks, returns or exchanges are not allowed. We are unable to accept returns or exchanges for used, worn, washed, or masks removed from their packaging. If you have a problem with a mask, please notify us at service@madisonstitch.com and describe your issue within 7 days of your purchase. If there is a construction-related issue, we can provide a discount on the purchase of a new mask.

Please Note

• “Fit issues” with your face mask can usually be resolved by adjusting the strapping or the toggle lock. We are unable to offer an exchange for a larger mask if the mask you ordered is too small.

• Shipping and handling charges are non-refundable.

• We do not reimburse your shipping charges on the purchase of a new mask

Madison Stitch reserves the right to refuse the offer of a discount code should a customer not meet these requirements to describe the construction problem satisfactorily. Please contact service@madisonstitch.com if you have any questions.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund, if applicable, will be processed and a credit will be applied to your credit card or original method of payment. Processing time will depend on your method of payment and your bank’s policies.

LATE OR MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, first check your bank account again—it can take some banks 1-2 weeks to process. Please contact your bank or credit card company to ask when you can expect a refund to post.

If you’ve done all of this and you still have not received your refund yet, please contact us at service@madisonstitch.com

EXCHANGES (if applicable)

We do allow exchanges for unused, non-personalized items. You must contact us within 14 days of delivery and we will provide instructions on how to proceed with an exchange. Send us an email at service@madisonstitch.com and please include your order number. Exchanges for Face Masks are not allowed.

SHIPPING

We use UPS to ship all items within 1-7 days with tracking service. If you are returning an item you can use any shipping carrier or method you choose. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.