FAQ - FREQUENTLY ASKED QUESTIONS

ORDERS

Can I cancel / change my order once it has been submitted?

Unfortunately, no. Once an order is confirmed and shipped, it cannot be cancelled. Only orders that have not yet been shipped can be changed or cancelled.

Can I exchange my order?

Unfortunately, no. All of our sales are final, once the order is shipped and received, it cannot be exchanged or refunded.

Are shipping fees refundable?

Shipping fees are not refundable.

How can I pay for my order?

We accept the following payment cards: Visa, Visa Debit, MasterCard and American Express. We also accept PayPal as well as prepaid debit cards.

Note: all payments must be made online when placing your order. We do not have the ability to place an order on your behalf.

Can you ship internationally or process international credit cards?

Currently, we offer both Canadian and international shipping and accept most credit cards from outside of Canada.

How can I be sure my payment information is safe?

All card payments are processed through Stripe or PayPal. These platforms are approved by thousands of businesses and are very secure.

An item in my order is missing/defective/incorrect. What should I do?

If you received a damaged or incorrect item or an item is missing from your order, we are very sorry for the error (it doesn’t happen very often, we promise!).

In this case, the item may be returned or exchanged. Please contact us contact@madz.shop within 7 days after receiving your order. Once the error is confirmed, a credit of an equivalent amount will then be made to your account.

PRODUCTS

Are all your items vintage/second hand?

MADZ is dedicated to the recycling and resale of vintage, neo-vintage and designer items.

The vintage items are used products that are at least 20 years old. Vintage items are mostly worn/used, except for a few rare brand new gems. Vintage Lesson 101: Since the industrial revolution is a reality, we can’t guarantee that the item you see is the only one that was ever made, you might find its lookalike somewhere, but we do strive to find pieces that you won’t find anywhere else. It goes without saying that most vintage items will not be in perfect condition and will almost always show some wear and tear. But that’s what makes them so unique, right?

The neo-vintage items are new or second-hand products that have been on the market for the past few years and that we have found either in thrift stores/flea markets, or in destocking/stock clearance warehouses.

The Madz Lab items are all recycled and reworked pieces by the Madz Team. Each item has been personally selected and altered, modified and embellished to make a unique and original piece. Modifications are made based on the condition and design of the piece, as well as what it inspires us. Madz Lab pieces are all handmade on an individual basis, no two are alike. Every piece you find in the Madz Lab section is created from thrifted and recycled pieces, they are not reproductions. This ensures that all items are unique and can never be replicated.

Vintage, custom or new, we guarantee that everything you see on MADZ.SHOP is a favorite. We never sell something just because “someone will buy it”, instead we prefer to offer you pieces that we fall in love with, pieces that are meant to last a lifetime, rather than just one season.

Are your articles really authentic?

Yes. We certify that all items sold on our site are original items. We do not endorse counterfeit or imitation.

Are your vintage/second hand items washed?

Yes, all our items are cleaned and ironed. An obligatory passage through the dry cleaner, washing machine or by hand for clothes, shoes are cleaned inside and out, this is also the case for accessories, jewelry, handbags and decorative items.

P.S.: Just a quick note to let you know that we are very careful here at MADZ about the Covid-19 pandemic, all of our products are carefully disinfected/cleaned and stored in a safe and secure environment. Stay safe!

How many times has this vintage/second hand item been worn?

We cannot know how many times an item has been worn/used, however we are very vigilant about the condition of the items posted on MADZ.SHOP, and we do our best to describe (with photos) the condition of each product in our catalog.

Comment prendre soin de ma pièce Vintage ?

While you can normally wash fabrics like cotton or polyester, when it comes to vintage or second-hand items, the fabric is likely to be much more delicate than new cotton (for example). We recommend dry cleaning most outerwear (coats, jackets,…), and anything made of leather. Or do as we do and give it a few punches in the wind after wearing it for a week straight.

How do I know if it's the right size?

Each item description includes accurate measurements in inches and centimeters. For items with tags, we also list the size listed on that tag. However, a vintage “Large” size (for example) may be a completely different standard than what we might call a “Large” today. Just as one brand’s size M may be another brand’s S.

Go through our Size Guide, it will be of great help in making your decision.

Do you have more questions? Contact us and we’ll work to answer as soon as we can.