UK & Ireland 
France 
FAQs
Shopping at MADE.com
Shopping at MADE.com
I'm new to made.com, how do I place my first order?
Firstly, a big, warm welcome to MADE.com - we're thrilled you'd like to place an order. Simply create an account first, then start shopping.
I'm a returning customer, how do I make an order?
Just log into your account, then carry on with your purchase.
Can I place an order over the phone?
We don't take orders over the phone, but our friendly Customer Care team are on hand to talk you through placing an order on our website.
Where do you ship to?
At the moment, we only deliver to the UK and Republic of Ireland. We hope to start shipping to other countries very soon though, so if you'd like to know when we start doing this, just sign up to our newsletter and we'll keep you posted.
Does MADE.com have a showroom where I can see the products?
Yes - you can see a selection of our new and favourite pieces at our Ninth Floor showroom in Notting Hill. And our full collection, plus all our product info, is on our website.
Do you have all your items on display in your showroom?
No. The space in our showroom is limited, so we use it to showcase a selection of our new and best-selling designs. To see what's on show now – or for opening hours and how to get to us – go to the Ninth Floor showroom page.
Can I buy things in your showroom?
You can't buy things directly from our showroom, but what you can do is place orders from our site while you're there. Our showroom team are on hand to help if you need them.
Do you sell to other businesses?
Yes, we sell to both individuals and businesses. For more info on business orders, visit our trade page.
Can you send out fabric samples?
Of course. All you have to do is create an account and choose up to 4 swatches to get a free fabric pack.
Can I have a sofa or armchair made with my own fabric?
We're sorry but we can only make products in the fabrics we have on our site.
Where are MADE.com's products manufactured?
We travel all over the world to find the right suppliers to work with us. Many of our items are produced in China, Vietnam or India. But some are made here in the UK too – you may have spotted the shorter delivery times for these.
How long does delivery take?
To check the estimated delivery time for a product before placing an order, check the Delivery section on the product page. Generally speaking, about a third of our products are available on Express Delivery, which means you could get them in just 7-14 working days. For the rest, it depends what the product is and where it's made.
How do I know if I'll be able to get my sofa into my home?
First of all, check the packaging dimensions on the product page. And bear in mind any communal staircases or corridors too.
How fast is Express Delivery?
When an item's on Express Delivery, it means it's ready for delivery from our dispatch centre. Our delivery partners can usually come and collect it within 5 working days and deliver within a range of 24 hours to 10 days, depending on the size of the item.
It looks like I'm being charged twice for delivery. Is this right?
Unfortunately we can't offer combined shipping. This is because our products come from different places and arrive at our dispatch centre separately.
Where's my confirmation e-mail?
As soon as you place an order, we'll send you an email confirming the details including our VAT information. If this hasn't arrived in your inbox yet, have a look in your 'junk' folder – it might be in there. If not, please get in touch and we'll get one sent out to you as soon as possible.
Website features
Website features
What's the countdown clock on each product page for?
To keep our prices affordable, we manufacture our products in batches. The clock ticking away next to each product tells you how long before the next batch goes into production. If you miss the countdown, your order will go in with the next batch, which also means it'll go into a slightly later shipment.
What happens if the countdown clock runs out before I order?
If you don't get your order in before the clock hits zero, don't worry, it just means your order will go into production with the next batch and arrive a little later. To check the estimated delivery time for a product before placing an order, check the Delivery section on the product page.
Why is't there an 'order now' button next to the item I want?
Sometimes an item might be temporarily unavailable. But don't panic, keep checking back – it might become available again very soon. And if the option appears on the product page, you can ask for us to email you when it's next going into production.
What's the 'vote' section of the website?
We like to do things differently at MADE.com, so we let you have a say in what furniture we make. We call it democratic design. We'll show you the latest pieces our talented designers have created and you vote on the ones you like best. You decide what makes it into our collection.
If I introduce a friend to MADE.com, what's in it for me?
We'd love you to spread the word about MADE.com, so how does £30 to share between you sound? If you introduce a friend to MADE.com and they place an order, we'll give you both a £15 discount voucher. And the more the merrier – introduce ten and you'll have £150 to spend at MADE.com. What's more, they'll get £15 off their first order with the voucher code you give them - all they need to do is enter it at checkout.
Payment
Payment
What type of cards do you accept?
We accept all major credit and debit cards, including Visa Credit, Visa Debit and Mastercard. If you'd like to use a card other than the ones we accept, you can pay via PayPal.
Can I pay by cheque or purchase order?
Unfortunately not. But if you'd like to place a business order for a number of items, have a look at our trade page for more info.
Why has my payment failed?
This might have happened for a few different reasons. First, check you're using a card we accept (including Visa Credit, Visa Debit and Mastercard). Have you entered the card details correctly? Is your billing address in the UK or Ireland? If you've checked everything above and it still isn't working, we recommend you give your bank or card issuer a call to check there are enough funds in your account to make the payment.
I'm having trouble paying through my PayPal account, what should I do?
Simply get in touch and we'll be glad to help.
Can I get a VAT invoice?
Of course. You'll find this on your order confirmation email. You can also get one through 'My Account'.
Do you zero rate VAT for shipping overseas?
At the moment, we only deliver to the UK and Republic of Ireland. And unfortunately we can't zero rate VAT for orders being shipped outside the UK after delivery to your UK address.
'Introduce a friend' vouchers
'Introduce a friend' vouchers
If I introduce a friend to MADE.com, what's in it for me?
We'd love you to spread the word about MADE.com, so how does £30 to share between you sound? If you introduce a friend to MADE.com and they place an order, we'll give you both a £15 discount voucher. And the more the merrier – introduce ten and you'll have £150 to spend at MADE.com. What's more, they'll get £15 off their first order with the voucher code you give them - all they need to do is enter it at checkout.
What do I do if I haven't received a voucher after introducing a friend?
If your friend has placed an order after being introduced to MADE.com by you, we'll send you a £15 discount voucher code by email. If this hasn't arrived in your inbox yet, have a look in your 'junk' folder – it may have gone in there. If not, please get in touch and we'll get one sent out to you pronto.
Why is my voucher code not working?
You need to log into your MADE.com account before you place an order using your voucher code. The discount will be applied at the summary stage of the payment process. If this isn't happening, or you have any questions about using your voucher code, just get in touch with us.
Can I use more than one voucher code on a single order?
You can only use one voucher code per order, but our system is rather clever. If more than one of your friends has placed an order and you have received more than one voucher, it will apply the total discount you've earned. Make sure your friends place their order by clicking on your personal link or by using the voucher code you give them.
Returns & Refunds
Returns & Refunds
My product has arrived but I want to return it.
That's no problem. Just contact us within 7 days of delivery including your order details and a brief reason for your return – you can do this through your account. We'll then arrange to collect it from you.
What if my order's damaged?
Firstly, we're sorry to hear that. We run strict quality control checks both at the manufacturing stage and again at our distribution centre. Even so, things do sometimes get damaged despite our best efforts. If this is the case, please contact us through your account or by emailing contact@made.com, along with a photo of the damage. Our Customer Care team will then go through the refund and repair options with you.
How do I cancel an order?
It's easy. You can cancel your order and get a full refund at any point up until we dispatch it from our UK distribution centre - – you can do this through your account or just contact us. If you want to cancel an order as we're getting it ready for dispatch, or after we've dispatched it, we'll refund you the full cost minus any delivery charges. Please see our Terms & Conditions for further info.
How will I be refunded?
The refund should appear in your account within 10 working days, depending on your payment method. For security reasons, we can only return funds via the original payment method you used to place the order. Please see our Terms & Conditions for further info.
Can I change my existing order?
You can change your delivery address through your account. Apart from that, we can't usually make changes once you've placed an order. Do please contact us though, and we'll do our best to help.
Deliveries
Deliveries
How do I track the progress of my order?
By logging into your own account and clicking on 'My Orders', which will take you to online tracking. We update this regularly and as soon as we have any new information.
How long will it take for my order to arrive?
That depends what the product is and where it's made. Generally speaking, about a third of our products are available on Express Delivery, which means you could get them in just 7–14 working days. To check the estimated delivery time for a product before placing an order, check the Delivery section on the product page. If you've already placed an order, please go to 'My Orders', where you'll be able to see the latest info on expected delivery times for your item.
I'e bought several items, will they arrive at the same time?
Unfortunately we can't offer combined shipping. This is because our products come from different places and arrive at our dispatch centre separately.
How can I change my delivery address?
You can change your delivery address through your account at any point up until 12pm the day before we dispatch it from our UK distribution centre.
How can I contact your delivery company?
We use different delivery partners, depending on the size of the item. We'll send you an email with the details of who'll be delivering your item on the day we dispatch it to them for delivery. For small items: DPD – 08445 560560. For medium items: Yodel 1 man – 08442 480 561, Parcelforce – 08448 004 466. For large items: Yodel 2 man – 08000 151 509, Dale Express – 0208 760 5000, DSV – 01908 512 257 and Furdeco – 08712 885 0110.
My order is later than expected - what shall I do?
You can track it through 'My Orders' in your account. We update this info regularly, but if you have any queries just contact us. We also make sure we update you if there are any delays.
What happens if I'm not there when delivery is attempted?
Our delivery partners will try to get in touch with you before making their delivery. If you're not there when they do, you can re-schedule your delivery by calling them direct or getting in touch with us.
I've tracked my order with your delivery partner and it said it had been delivered but I don't have it?
In this case we usually find that a thoughtful neighbour has been kind enough to sign for it while you were out. The delivery company should have left you a card letting you know where it is – if not, please get in touch with them.
Can you leave my delivery with a neighbour?
For smaller items, this is usually no problem. For larger items, we recommend you're at the delivery address so that you can get it delivered to a room of your choice.
What if my order is incomplete?
Many of our items are sent in one parcel and can sometimes get separated during delivery. If you're missing part of an order or product, please contact us and we'll look into it – the remaining parts will usually arrive soon afterwards.
I've received a new sofa, but it looks like the feet are missing. What do I do?
Not to worry, our dispatch team have hidden them away to protect them while the're in transit. On most of our sofas you'll find a zipped section underneath – the legs should be tucked away safely in there. If not, let us know and we'll look into it for you.
I received the wrong product, what shall I do?
First of all, we're really sorry. Please contact us and we'll sort this out for you as soon as we can.
Tracking your order
Tracking your order
How do I track my order?
To track your order, simply log into your account and click on 'My Orders'. You'll then find a list of products you've purchased. Simply click on the one you want to track and you'll be re-directed to the tracking page, which will have the latest information on the progress of your order.
My order seems to have been 'pending'/'processing' for a while now, is this normal?
Some products can take longer to manufacture, so this might be why your tracking progress hasn't changed. Contact us and we'll give you more precise information.
My order's arriving too soon and I'm not ready to receive it yet. What should I do?
Not to worry, we can hold onto your order until you're ready for it. Just give us a call or drop us an email with your order details and the date you'd like us to dispatch your order.
How do I know when my delivery will arrive?
Once we've dispatched your order, we'll email you with all the delivery information you'll need for your order.
Gift Vouchers
Gift Vouchers
How do I buy a Made.com gift voucher?
It's easy! Firstly, decide whether to send the gift voucher by email on a chosen date, or print it yourself. Then choose the amount, the design, and personalise your message as you wish. Buy a gift voucher.
Can I choose the design?
Yes, just pick your favourite design to customise your gift. You can also add your own message.
How will they get the gift voucher?
We can either email it on a date of your choice, or you can give it to them yourselves. To email it, just select a date on the calendar and we'll make sure it gets delivered on time. Otherwise, you can print out the gift voucher at home and give it in person.
How much can I add to my gift voucher?
You can choose from set amounts ranging between £25 and £200. Only one gift voucher code can be used per transaction. But don't worry - they don’t have to spend it all at once because they can keep the change and spend it later!
Can I reprint or resend the gift voucher if I need to?
Of course. Just log in to your account and you'll have the option to either re-print or re-send it by email.
I've entered my gift voucher code and it doesn't work
The gift voucher code will only work once you've logged in to your account. If you don't have a Made.com account you'll need to create one. Once you've logged in and added your item(s) to your basket you'll see the option to enter your code at the checkout stage and the voucher amount will be deducted. If you're still having difficulty, just contact us and we'll be glad to help.
I want to spend less than my gift voucher amount - will I lose the balance?
Don't worry, we'll simply deduct the amount of the transaction, leaving the balance available to use on a future purchase with the same code.
