After your reply still not impressed with customer service - email absolutely not received earlier - I checked junk. Why do you think I would say this - would just have posted for refund. I now hav... See more
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Rubbish service. Three times ordered stuff in August and September at time of order yes in stock to receive letters saying due to demand unable to deliver you can have free delivery £15 but have to... See more
Company replied
On 6 july 2024 i ordered top for £144.90. When received i decided to return. Then problem started. Today 23 august, nobody reply to my emails, nobody customer service can explain why i can’t get refun... See more
I was really wary of placing my order due to the number of poor reviews. However, I was pleasantly surprised! My order for black fringed jeans arrived within 10 days via Royal Mail. (Order placed 1... See more
Company replied
Company details
Written by the company
Discover timeless and elegant women's fashion online at MADELEINE. MADELEINE offers a wide selection of stylish clothing that meets the highest standards! The collections from MADELEINE combine exclusive high fashion, confident business wear, and versatile basics. International fashion trends are continuously interpreted in the signature MADELEINE style, characterised by chic, elegant, and high-quality designs. This fashion is perfectly suited for various occasions, from business to casual and evening wear. MADELEINE is available in Germany, Austria, Switzerland, France, the Netherlands, the United Kingdom, and Belgium. In the MADELEINE online shop, the exclusive collection is presented at a glance. Discover the latest trends, colours, silhouettes, and fashion for various occasions, and let the MADELEINE collection inspire you to create your perfect look.
Contact info
Postfach 250, 95202, Münchberg, Germany
- 089 38036998
- service.de@madeleine.com
- madeleine.com
3.2
Average
12K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 96% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Getting a label to return goods is very difficult with this company.
After your reply still not impressed with customer service - email absolutely not received earlier - I checked junk. Why do you think I would say this - would just have posted for refund. I now have received label and posted today, nearly one month on.
However just spotted really nice jackets and am trying once again in the hope that if they dont fit or suit me a label will arrive promptly for their return. Please tell me why you do not attach label with invoice/despatch note - which you used to do and was so much easier.
October 7, 2026
Unprompted review
Reply from MADELEINE
Dear Customer,
We are sorry to hear about your experience and regret that the return process has caused you frustration.
We would like to clarify that we sent you the return label twice and also tried to contact you regarding this matter. We are sorry that these messages apparently did not reach you.
Please accept our apologies for the inconvenience. We would still be happy to assist you in resolving this issue and ensuring that your return is processed.
Kind regards,
MADELEINE Customer Service
Where's my refund
Terrible customer service. Despite several emails I'm still waiting a refund after a month.
September 24, 2026
Unprompted review
Reply from MADELEINE
Hello,
Thank you for your feedback. We are very sorry to hear about the delay with your refund and the frustration caused by having to contact us several times.
According to our standard procedure, once a lost item has been reported and the investigation has been completed and approved, the refund is processed accordingly. We sincerely apologise that this process has taken longer than expected.
Please understand that, once the investigation has been completed and the refund has been approved, there are certain necessary processing steps that must be followed, and unfortunately, the process cannot be completed any faster.
We completely understand how disappointing this experience must have been, and we truly appreciate your patience and understanding.
Best regards,
MADELEINE Customer Service
I ordered and paid for 2 items on 5th…
I ordered and paid for 2 items on 5th Aug 26. I have made a num error of phone calls as I have not had a delivery of the items and I have sent Emails but have had no replies to those, which I find is not acceptable. The last phone call I made I was told the parcel was lost.Nothing since. I am hoping my payment has been received by my Credit Card Company. It has been a worrying and disappointing time. It's a great shame because the clothing is of good quality and reasonable.I am hesitant to order again.
R
August 5, 2026
Unprompted review
Reply from MADELEINE
Hello,
Thank you for your feedback. We are very sorry to hear about the delay with your refund and the frustration caused by having to contact us several times.
According to our standard procedure, once a lost item has been reported and the investigation has been completed and approved, the refund is processed automatically.
In your case, the refund was processed on **17 September**. Unfortunately, due to technical issues, it takes longer than expected for the refund to be successfully completed.
We sincerely apologise for the additional time this has taken.
Best regards,
MADELEINE Customer Service
Shocking customer service
First of all, my order took 3 weeks to arrive. I sent it back the next day, I heard nothing from them for 3 weeks. I emailed them twice and someone from their office phoned to say it was stuck in customs and they would refund my money as soon as they received it. Roll on 2 weeks and having emailed the twice, they then wrote back to say that Royal Mail said my parcel hd not been sent - but how did they know it hadn’t been sent? Bizarre! I then email them again to say I had the tracking number, they then emails to say the parcel had been received. Happy days.
But then they emailed yet again to say the parcel had not been received?? I sent another email to them, they replied saying they would refund anyway, then I receive yet another email stating that my order still hadn’t been received!
Anyway, I do like the style and I have found the quality in the past to be good, albeit expensive but I will never order from them again
September 16, 2026
Unprompted review
Reply from MADELEINE
Hello,
Thank you for sharing your experience with us.
We are very sorry for the confusion and the contradictory information you received regarding the status of your return. We fully understand how frustrating this must have been, especially after having contacted us several times.
We are pleased that the matter has now been clarified and that your refund is being processed. We also appreciate your kind words about our styles and the quality of our products.
We sincerely regret the inconvenience caused by the communication surrounding your return and thank you for bringing this to our attention.
Best regards,
MADELEINE Customer Service
Incorrect item delivered
My order took a month to arrive. When it did, the item was ABSOLUTELY NOTHING like the item I ordered. Sent first e mail immediately with photo's of both my order and the rubbish item they sent. Followed up with two more e mails. No response whatsoever from this "supposedly" Vancouver business. Scam from the beginning :( If there was a spot for no stars at all - that's what they'd get from me. Madeline Mode, massive thumbs down.
August 10, 2026
Unprompted review
Reply from MADELEINE
Hello,
thank you very much for your account. We are very sorry that you had this experience.
Due to the circumstances you described, we would like to point out as a precaution that there is currently a fake shop on the internet, whose website looks confusingly similar to our original webshop. This can lead to mix-ups and orders being placed with a provider that does not belong to our company.
We therefore recommend checking carefully before placing an order to ensure that it is actually our official webshop. If you send us your order details by email, we will of course be happy to check the process and clarify whether the order was made through our official shop.
We would be glad if we could clarify the matter together with you.
Best regards,
MADELEINE Customer Service
Madeleine's patience with a capital 'P'…
There was some confusion regarding the receipt of their label for the return of an article. Madeleine was patient and tenacious in resolving this, an issue with Royal Mail.
July 15, 2026
Unprompted review
Reply from MADELEINE
Hello,
thank you very much for your feedback.
Best regards,
Your MADELEINE Customer Service
Great Customer Service
While experiencing a few glitches with return labels /refunds I have to recommend the patience & professional manner of service provided by the customer service team especially Marija who’s problem solving skills & excellent communication along the way was a reassuring guide throughout.
Many thanks,
Ann Nolan
July 31, 2026
Unprompted review
Reply from MADELEINE
Hello,
Thank you very much for your kind feedback and your wonderful words! We’re delighted to hear that you were satisfied with our customer service.
We will gladly pass on your special praise to Marija – it’s great to know she could support you so well with her dedication and communication.
We look forward to welcoming you again soon!
Kind regards,
Your MADELEINE Team
I have been trying to return an…
I have been trying to return an unwanted item for 2 weeks. I keep getting the answer for not being able to send me a return label as the post office fault, and I can’t just write the address on it and send it back….why.
I advise NOT to buy from them and their glossy brochure.
July 20, 2026
Unprompted review
Reply from MADELEINE
Hi,
Thank you for bringing this to our attention, and we are truly sorry for the frustration and inconvenience this has caused you.
We completely understand why this is frustrating. To explain: writing the address by hand is technically possible, but it would significantly delay the processing of your return and your refund at our warehouse. A barcoded label allows our system to automatically scan and credit your return as quickly as possible, which is why we always aim to provide one.
We also sincerely apologize if it felt like we were passing the blame onto the courier. The technical issue lies with our logistics integration, and taking care of this is entirely our responsibility.
Our team is currently generating a manual return label for you, which we will send to you directly by email by tomorrow evening at the very latest. Should there be any issue with this, we will immediately provide an alternative solution to ensure you can return the item smoothly.
Thank you for your patience while we fix this for you.
Warm regards,
MADELEINE customer care
I think I have proved my point from the…
I think I have proved my point from the reply just posted by Madeleine. I have TWO orders awaiting reimbursement, and my unacknowledged emails asked for cancellation of the pull which I no longer want. You received back my two orders last Thursday and Friday respectively.
April 1, 2026
Unprompted review
rude and aggressive customer services
after cancelling an order my payment was still taken so I rang Madeleine Customer Services to check why this had happened
oh my goodness such a rude and unhelpful man answered - he was quite aggressive in tone and refused to take my order number merely saying that I hadn’t even ordered anything
he demanded that I email them with photo confirmation that I had actually made any payment - when I expressed concern at sharing my personal banking info he said ‘ well crop it then ‘
I found this to be very distressing and although I did as he’d asked I will never buy from this company again - to be spoken to in this way is totally unacceptable
luckily Paypal refunded me within 24 hours so I didn’t have to ring the Madeline helpline again
April 6, 2026
Unprompted review
Reply from MADELEINE
Hello,
Thank you for your feedback – we’re very sorry to hear about your experience.
This is absolutely not the level of service we aim to provide, and we sincerely apologize for the way you were spoken to. We take your concerns seriously, especially regarding the tone of the interaction and how your request was handled.
To clarify, in cases like this we may ask for proof of payment to investigate further, but this should always be communicated respectfully and with full understanding of your privacy concerns.
We’re glad to hear that PayPal was able to resolve the issue quickly, but it’s disappointing that we left you with such a negative impression. Your feedback has been shared internally so we can address this and improve our customer service.
Thank you again for bringing this to our attention.
Kind regards,
Your MADELEINE Customer Service
I have been ordering from Madeleine
I have been ordering from
Madeleine for years but the last two years at this time of year it has become impossible to return anything. They say it is a technical fault they cannot send a label but it has been going on for nearly a week. I offered to Pay postage but they say it could affect my refund. They keep on sending the same email requesting the order number and item, I have sent over eight emails in response, to no avail. I wonder if it’s a cash flow problem. Such a shame
March 14, 2026
Unprompted review
Reply from MADELEINE
Dear Customer,
thank you for your feedback and for being a loyal Madeleine customer over the years. We are truly sorry for the inconvenience you have experienced with your return recently and understand how frustrating this situation must be.
We would like to assure you that this is not related to any cash flow issues, but rather a temporary technical problem that affected the return label process. In addition, there have unfortunately been issues with the delivery service, which are beyond our control. However, we have of course worked on a solution for you.
We are pleased to inform you that we will now arrange your return via Royal Mail. Our team will contact you today or tomorrow with all the necessary details to ensure your return can be completed smoothly.
Thank you for your patience and understanding, and we sincerely apologize again for the inconvenience caused.
Kind regards,
Your Madeleine Team
Dreadful customer service
Confirmed an order - cancelled an order. Returns portal does not work and customer services do not reply. Dreadful customer service and fulfilment processs
February 7, 2026
Unprompted review
Reply from MADELEINE
Hello,
This is certainly not the level of service we aim to provide. We understand how disappointing it must have been to have your order cancelled and to experience difficulties with our returns portal and customer service response times.
To arrange your return and receive your return label, please visit the website of our returns partner Asendia:
returns.asendia.com/madeleine/en-IE
Kind regards,
Your MADELEINE Customer Care
It's a disgrace
It's a disgrace. All email addresses and address for generating labels failed.In online their form entered all details correctly and they said they not recognising. It's so stressful beyond wards! I wrote to Trading Standarts for help with this company.Tjey should diprived them trading.Its last time I bought from them and advised not buying from them.They only know to sell at very high prices but return policy not exist in real life.
February 7, 2026
Unprompted review
Reply from MADELEINE
Hello,
Thank you for your feedback.
Our customer service team will contact you directly to address your concern and provide further assistance.
Kind regards
Your MADELEINE customer care
This is a scam store
This is a scam store. I ordered a jacket from them. I waited a month for it. I received a jacket that wasn't even worth £10. The quality was very poor; the color was nothing like the picture, and the cut of the jacket was nothing like the picture. I will never order anything from them again.
December 5, 2025
Unprompted review
Reply from MADELEINE
Hello,
Thank you for your feedback.
After carefully reviewing the information provided, we regret to inform you that we are unable to locate any order under the details you mentioned, nor have we received a return from you.
As we do not ship orders from China nor request returns to be sent there, it is very likely that the purchase was not made via our official online shop. Unfortunately, there are currently so-called fake shops that unlawfully use the MADELEINE name and images. In such cases, we have no access to the order and are therefore unable to issue a refund.
We kindly ask you to check your order confirmation and the URL of the website where the purchase was made. Our customer service team will be happy to assist you in identifying a potential case of fraud. Please contact us directly using the contact details listed on our official website: www.madeleine.com
We are very sorry that you had this experience and hope the matter can be resolved quickly.
Kind regards
Your MADELEINE Customer Service Team
Absolutely do not buy from this…
Absolutely do not buy from this company..quality is cheap ..order took ages and was offered a partial refund because your returned items need to be returned to china at a cost to yourself and was advice it could be as expensive as £65..Very cheaply made dresses..The worst quality iv had for a long time if not ever
January 3, 2026
Unprompted review
Reply from MADELEINE
Hello,
Thank you for your feedback.
After carefully reviewing the information provided, we regret to inform you that we are unable to locate any order under the details you mentioned, nor have we received a return from you.
As we do not ship orders from China nor request returns to be sent there, it is very likely that the purchase was not made via our official online shop. Unfortunately, there are currently so-called fake shops that unlawfully use the MADELEINE name and images. In such cases, we have no access to the order and are therefore unable to issue a refund.
We kindly ask you to check your order confirmation and the URL of the website where the purchase was made. Our customer service team will be happy to assist you in identifying a potential case of fraud. Please contact us directly using the contact details listed on our official website.
We are very sorry that you had this experience and hope the matter can be resolved quickly.
Kind regards
Your MADELEINE Customer Service Team
Not Good Enough To Tell Customers To Keep Waiting
I've been buying from Madeleine for decades, esp since I'm German and the base of this company is in Germany. However, I've put my last order in in November and returned a pair of black trousers pretty much immediately after their delivery. About 5-6 weeks later, and I'm still waiting for my refund. If this takes much longer, I will call the HQ in Germany (Goldner).
January 1, 2026
Unprompted review
Reply from MADELEINE
Hello,
Thank you for bringing this to our attention.
We have reviewed the situation and can confirm that your return has been processed and the corresponding refund has been credited. Please feel free to contact us if you have any further questions.
Kind regards,
Your MADELEINE Customer Service Team
Do not buy from this company this is…
Do not buy from this company this is not based in the uk. I brought a coat and it took weeks to come and it was not like the picture so thin and the colour was not burgundy more like a pink also I was offered partial refund because if I had to send back to china it would cost me around £25-35 postage.
Not happy as iv now lost money and need to still buy a coat
December 17, 2025
Unprompted review
Reply from MADELEINE
Dear customer,
thank you for your feedback. You can easily register your return through our returns portal using the following link:
https://returns.asendia.com/madeleine/en-IE
Please note that MADELEINE is a German mail-order fashion company based in Münchberg, Bavaria.
If you have any further questions, our customer service team 0044 2039365456 will be happy to assist you.
Kind regards
MADELEINE customer service
Shocking company has taken almost 4…
Shocking company has taken almost 4 weeks for a London company to deliver 1 Dress to a London address that’s ridiculous don’t tell you that though ,tried to cancel and refund more chance of Stevie wonder being an uber driver..
December 11, 2025
Unprompted review
Reply from MADELEINE
Hello,
Thank you for your feedback. We are sorry to hear about your experience. Unfortunately, we are unable to locate any customer record under the name provided. Please note that MADELEINE is a German mail-order fashion company based in Münchberg, Bavaria.
If you have any questions or need assistance, our customer service team will be happy to help. You can reach us at 0044 203 936 5456.
Kind regards,
Your MADELEINE Team
Item is poor quality and not as nice as…
Item is poor quality and not as nice as the picture. States you can return in 30 days. However, when I emailed to arrange a return, they do not offer free shipping and only give a partial refund, but they do not quote how much the partial refund would be! First time of ordering and would not order from here again
November 24, 2025
Unprompted review
Reply from MADELEINE
Dear customer,
thank you for your feedback. You can easily register your return through our returns portal using the following link:
https://returns.asendia.com/madeleine/en-IE
Once the returned items have been received and processed, the refund will be issued in full. Please note that we do not offer partial refunds.
If you have any further questions, our customer service team 0044 2039365456 will be happy to assist you.
Kind regards
MADELEINE customer service
Happy with my order but delivery could…
Happy with my order but delivery could be faster
October 29, 2025
Unprompted review
Reply from MADELEINE
Hello,
thank you so much for your feedback! We’re delighted to hear that you’re happy with your order. We truly appreciate your comment about the delivery time and will share it with our logistics team to help us improve. We hope to serve you even better next time!
Warm regards,
The Madeleine Team
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