FAQ

Frequently Asked Questions (FAQ)

Welcome to our Frequently Asked Questions page! Here you will find answers to some of the most common questions we receive from our customers. If you don’t find the information you're looking for, please feel free to contact us.

1. What payment methods do you accept?

We accept the following payment methods:

  • Credit/Debit Cards (Visa, MasterCard, American Express)
  • Apple Pay

All transactions are processed through secure third-party payment processors.

2. How can I track my order?

Once your order has been dispatched, you will receive a confirmation email with tracking details. You can track the status of your order using the provided tracking number on the carrier's website.

3. When will my order be dispatched and delivered?

We prepare each order before handing it to the courier. Our estimated dispatch time depends on the product's availability:

  • In-stock products: dispatch within 5–7 business days.
  • Made-to-order products and products awaiting restocking: dispatch within 10–14 business days.

Business days are Monday to Friday, excluding public holidays. These periods start on the next business day after your order is placed and payment is confirmed.

These are dispatch times, not delivery times. Courier transit time is additional and begins once the order has been dispatched. Choosing express delivery, where available, does not shorten the preparation time.

If we expect your order to take longer than the stated dispatch period, we will contact you with a revised estimate and the available options. The timeframe agreed when you placed your order applies to that order; later policy updates do not change it.

See our Shipping Policy for estimated courier transit times after dispatch.

4. Can I change or cancel my order after it has been placed?

For changes or cancellation requests, contact info@mad-street.com as soon as possible with your order number. We will check the order’s preparation and dispatch status and explain the available options. Your statutory cancellation rights are not affected.

5. How do I return or exchange an item?

Our Refund Policy explains the applicable return window and process. To request a return:

  • The product must be unused, in its original condition, and with tags still attached.
  • Please contact us at info@mad-street.com to initiate the return process.
  • Once we approve the return, we will issue a refund to your original payment method.

For exchanges, we recommend placing a new order for the item you want and returning the original item for a refund.

6. Do you offer international shipping?

Yes, we ship internationally to most countries. Shipping costs and delivery times will be calculated during checkout. Please note that international customers may be responsible for additional customs duties, taxes, or fees imposed by their country.

7. Is it safe to shop on your website?

Yes, shopping on our website is completely safe. We use encryption technology (SSL) to protect your personal and payment information. We also work with trusted third-party payment processors to ensure your data is secure.

8. How can I contact customer support?

If you have any questions or need assistance, you can contact our customer support team:

9. Do you offer gift cards?

Currently, we do not offer gift cards. However, we are working on adding this feature in the future, so stay tuned!

10. Can I use a discount code on sale items?

Discount codes can typically be applied to regular-priced items. However, some discounts may exclude sale items or be subject to specific terms. Please check the terms of the discount code before applying it.

11. How do I subscribe to your newsletter?

To stay up to date with new arrivals, exclusive offers, and promotions, simply enter your email address in the subscription box at the bottom of our website or at checkout.

12. What should I do if I received a damaged or faulty item?

If you receive a damaged or faulty item, please contact us immediately at info@mad-street.com with your order number and a description or photo of the issue. We will resolve the problem and either send a replacement or issue a full refund.

13. How can I change my account details?

You can update your account details by logging into your account on our website and navigating to your profile or account settings. If you need further assistance, please reach out to our customer support team.

If you have any other questions, feel free to contact us at info@mad-street.com or call us at 0300 2003410. We are happy to assist you!