Customer Help

Please review the questions below but if you would like to speak with us, please email

How can we help?


Returns and Exchanges

What is your returns Policy?

We have a free returns policy.


Simply mail requesting a
refund and we will reply with a shipping label you will need to print out and
affix to your parcel.


Our policy is to receive the goods to ensure the quality of
the product returned. We then issue a refund/credit on the product only (no
shipping fees if applicable).  For the
refund it must be via the same payment method that the product was purchased


We will exchange or offer a credit note provided the product
is unworn/unused, in its original condition and with tags attached.

I would like to return my order, how can I do this please?

Our policy is 'Cash on Delivery' i.e. we receive the goods
to ensure the quality of the product returned is unworn and undamaged, then we
issue a refund on the product(s) only (no shipping fees if applicable) via the
same method that the product was purchased through.


To return by mail, please follow these instructions:


Securely pack your merchandise. Please try to use the
original shipping box and materials.

Visit email our Customer Service team at to initiate a returns authorisation.

We will send you a returns label.

If you need a copy of your original invoice, please request
one from our customer service team.

Print the returns label.

Place your invoice inside your parcel before securely

Affix the pre-paid label to your return package.

Post your return package at an Australia Post Office
convenient for you.

Your return will be processed within a maximum of 14
business days upon receipt at our warehouse.


You are responsible for properly packaging, labelling and
shipping your product to us. Please retain your proof of postage as a safeguard
for your shipment.


If you have lost your returns form or your
pre-paid returns label please contact our customer service team who will be
able to email you another.

Can I exchange my order?



Simply email seeking an
exchange and what you would like to exchange your original product for. We will
send you a returns label for you to print out and affix to your parcel. Our
policy is to recieve the goods and then issue the exchange to ensure the
quailty of the returned product.  Upon
assessment that the returned product is in perfect condition, we will send the
exchanged item.


If there is a pricing discrepancy, we can either issue a
credit note or refund, or work directly with the customer to pay for any
difference there may be.


We use Australia Post and local courier partners.

What is the shipping policy?

Madison strives for an enviable online shopping experience
for all of our customers. Our orders are dispatched from our Head Office and
Warehouse in regional South Australia. We process orders within 1-3 business


Domestic Shipping

Standard Shipping ($15 or free for orders above $120): 2-6
Business Days

International Shipping

Standard International Shipping ($20): 1-3 weeks depending
on destination.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.


What payment methods can I use?

Visa, Mastercard, AfterPay, Pay Pal, Apple Pay

Care Instructions

How do I care for my Madison Products?

Our non-leather bags are 100% vegan certified and made from
the highest quality PVC, making your bag and accessory light and durable. Avoid
coming into contact with sharp objects and corners, as you don’t want to damage
the material due to careless wear. Give your bag a wipe down with a damp clear
cloth. Please be mindful that lighter coloured bags are prone to absorbing
other dyes from clothing (like denims), so take care when wearing them together.


Try to prevent the hardware from getting scratched or wet.

Retail Outlets

Do you have any Bricks & Mortar stores?



We do not have any Madison Accessories retail stores.  We do have our products available through some retail channels, but these channels only have a limited range of our
bags and accessories.  For the full
range, our website is our shopfront and is up to date with all of our new
products, best sellers and gift ideas.

General Questions

I have a question and it is not in the FAQs

If you have a question about an item, delivery, shipping etc, please contact our customer service representatives by completing our Contact Us form or emailing

Get in touch

Have questions about your order, or a general enquiry?