By completing a purchase, you acknowledge that you have read and agree to this policy.
Before You Purchase
We want you to be certain about every piece before it arrives. For any item, we are happy to provide additional photographs or arrange a private FaceTime viewing with a member of our team, so you can see the condition, color, and details up close. To request either, please email sales@madisonavenuecouture.com.
Final Sale Items
The following are Final Sale and are not eligible for return, exchange, or MAC Credit, except as provided under our Authenticity Guarantee.
New and never worn items
Any item whose title is not marked "Pre-owned," including items described as new, never used, pristine, or store fresh. New shoes are the one exception (see Pre-owned Items and Shoes).
Showroom purchases
All purchases made in our New York and Palm Beach showrooms, and any item you viewed in person before purchase, even if it is shipped to you afterward.
Sourced items
Items sourced on behalf of a client or their agent that were not in our inventory at the time of the request are custom orders. Custom orders, whether new or Pre-owned, are Final Sale.
Items marked "Final Sale"
Any item marked "Final Sale," including shoes.
Auction items
All items purchased at auction.
Why are new and never worn items Final Sale?
Our new and never worn handbags are carefully sourced and kept in pristine, collector-grade condition. Their value is closely tied to their untouched state and complete chain of custody. Once an item leaves our possession, even minimal handling can affect its condition and value. To preserve the integrity of our inventory and ensure every client receives pieces that meet our standards, we are unable to accept returns on new and never worn items.
Pre-owned Items and Shoes
Online purchases of items titled "Pre-owned," and of shoes not marked "Final Sale," may be returned for an exchange or MAC Credit.
Please inspect your item within 48 hours of delivery, as shown by carrier tracking. To request an exchange or MAC Credit, email sales@madisonavenuecouture.com within that 48-hour period. After 48 hours, we cannot accept requests for exchange or MAC Credit, except under our Authenticity Guarantee.
To be eligible, the item must be returned in the same condition in which it was sold, with all packaging, accessories, and documentation. Shoes must show no wear on the soles and must be tried on indoors only, on a clean, carpeted surface.
Exchange and MAC Credit
Once your return has been received and inspected, you may choose either option below.
Exchange
Select another piece from our collection priced at or above your net exchange value, and we will ship it once your return is approved. Any difference in price, plus applicable sales tax, is payable at the time of exchange. Our team is glad to help you find the right piece, including through additional photographs or a private FaceTime viewing.
MAC Credit
If you prefer not to select a piece now, we will issue MAC Credit for your net exchange value. MAC Credit may be applied toward any piece in our collection, online or in our showrooms.
Your net exchange value is the purchase price, including sales tax paid, less our original shipping and insurance cost (whether or not you were charged for shipping) and the cost of return shipping and insurance. We will confirm these amounts before you ship your return.
Refunds to the Original Form of Payment
A sale is complete once your card payment has been processed or your bank wire has been received.
Once a sale is complete, no purchase, whether Final Sale or Pre-owned, is refunded to the original form of payment, except under our Authenticity and Accuracy Guarantee.
In rare cases, we may agree in writing, at our sole discretion, to refund a purchase to the original form of payment. If we do, a 10% restocking fee applies.
How to Return
Once we confirm your request, we will send you an insured return label. If you prefer to use your own carrier, the item must reach us within four calendar days of our confirmation (seven calendar days for international clients). We recommend insuring your package and requiring a signature on delivery. We are not responsible for returns shipped to an incorrect address or lost or damaged in transit.
We video every item before shipping and inspect every return on arrival. We may reject a return if the item is not in the same condition in which it was sold, is missing any packaging, accessories, or documentation, or appears to have been used, damaged, or switched for another item. A rejected item will be shipped back to you at your expense, and no exchange or MAC Credit will be issued.
Returns from outside the United States are subject to customs and foreign exchange charges, which will be deducted from your net exchange value.
Authenticity Guarantee
Every item we sell is guaranteed authentic. If an item purchased from us is determined not to be authentic under the terms of our Authenticity Guarantee, we will refund the full purchase price, including sales tax and shipping, to the original form of payment. This guarantee applies to all items, including Final Sale, showroom, sourced, and auction purchases. Please read our full Authenticity Guarantee here.
If an item you receive differs materially from its description, such as in color, size, hardware, or condition, email sales@madisonavenuecouture.com within 48 hours of delivery with photographs. We will resolve it by exchange, MAC Credit, or refund to the original form of payment, and we will cover all shipping costs.
Delivery and Rerouting
Delivery is considered confirmed when the carrier's records show that the item was delivered to the shipping address provided at checkout, or to an authorized recipient at that address. Evidence of delivery may include tracking information, signature confirmation, photographs, GPS or location records, and other carrier records.
If you have not received a shipment that the carrier shows as delivered, please contact us at sales@madisonavenuecouture.com. We may investigate with the carrier and request additional information from you.
A shipment may be rerouted, redirected, held at a carrier location, or delivered to a different address only with Madison Avenue Couture's prior written authorization. If you ask or authorize the carrier to change a delivery without our authorization, you assume responsibility for any resulting loss, theft, damage, delay, or misdelivery, to the extent permitted by law.
For information on shipping, delivery, and refused packages, please read our complete Shipping Policy here.
Questions
For any questions about this policy, please contact us at sales@madisonavenuecouture.com.