FAQs
Shopping at MADE.com
Shopping at MADE.com
I am 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 am a returning customer, how do I make an order?
When you order an item we'll ask you to log into your account first, then you can continue with your purchase.
Where do you ship to?
At the moment, we only deliver to the UK and Republic of Ireland. If you live elsewhere, you should be able to enjoy MADE.com's beautiful furniture without the high-street mark-up very soon. If you'd like to know when we start shipping to other countries, sign up to our newsletter and we'll keep you posted.
Does MADE.com have a showroom where I can see the products?
To help keep our prices lower than the high street, our showroom is our website. You'll find all the product information you need here, including dimensions. We also take great care to photograph each item as clearly as possible. If there's anything else you want to know, please get in touch.
Do you sell to other businesses?
Yes, we're happy to sell to both individuals and businesses. If you'd like to know more, please get in touch.
Where are MADE.com's products manufactured?
We travel from Italy to India to find you the best furniture makers in the world. Many of our items are produced in China, but some are made here in the UK – you may have spotted the shorter delivery times of these items.
When will I receive my items?
All our furniture is made to order so it sometimes takes a little longer than a trip to the high-street. But you do get to enjoy quality design at prices much lower than the high-street, so we think it's worth the wait. Each piece usually takes about four weeks to make, then four-six weeks to be shipped over the oceans to the UK.
We want you to have an accurate idea of how long it will take, so next to each item you'll find the latest time estimate. We'll also send you a confirmation email once you've placed an order, telling you how long your order is expected to take.
We aim for your items to arrive at your door in 2 – 12 weeks from when you place your order. They might be with you sooner than this, but we can't guarantee it.
Where is my confirmation e-mail?
As soon as you place an order, we'll send you an email confirming the details. 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.
Website features
Website features
What is the countdown clock on each product page for?
To offer such affordable prices, we group orders together so they can be produced in bulk. The clock ticking away next to each product tells you how long before we put all the orders for that item into production – we do this every seven days. If you miss the countdown, you would have to wait for the next batch to go into production which would result in a 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, your order may still go into production next time. We group orders every seven days, so you'll only have to wait a few more days to get your furniture.
Why is there no 'order now' button next to the item I want?
Sometimes an item might be temporarily unavailable to order but don't panic, keep checking back as the item you want might be made available again any day now.
What is 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 offer. 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 the delights of 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 will 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?
Unfortunately not. But if you'd like to order a number of items for a business, please contact us and we can discuss a convenient way to pay.
Why has my payment failed?
This might have happened for a number of different reasons. First, check you are using a card that 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 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?
If you're having problems placing an order using your PayPal account, simply get in touch and we will be glad to help.
Can I get a VAT invoice?
Of course. Just get in touch after you've placed your order and we'll get one sent out to you.
'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 the delights of 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 will 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.
If you wish to return your item, please contact us with a brief explanation within 7 days of receipt in order for us to arrange for it to be collected by our delivery partner company, HDNL. Please see our Terms & Conditions for further information.
What if my order is damaged?
We have a strict quality control process in both our factory and warehouse prior to despatch so damage is rare but if you are unhappy with the quality of your product, please contact us within 24 hours of receiving the product with photos showing the relevant damage. Once approved, we can organise for the item to be collected and either process a refund or replace the item for you (please note: this may take between 10-14 weeks depending on the production cycle)
How do I cancel an order?
You are free to cancel your order any time and get a full refund until your item has been despatched in the UK, simply contact us to arrange the cancellation. However as soon as the item has reached the UK and is en route to be despatched, cancelling your order will result in you only being refunded the cost of your product as you will be liable for any logistic and delivery costs incurred. Please see our Terms & Conditions for further information.
How will I be refunded?
The refund should be credited to your account within 10 working days depending on your payment method. Please see our Terms & Conditions for further information.
Can I change my existing order?
Once you have placed an order it generally isn't possible to make any changes but please contact us for the best advice.
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. This is updated regularly with the latest information we have available.
How long will it take for my goods to arrive?
We estimate between 10-14 weeks for your goods to arrive as we place and produce orders in bulk to enable us to deliver affordable prices. Occasionally items can arrive sooner than this but please check the website at the time of ordering to get the latest lead time on your selected item. You will be contacted by email as soon as your product reaches our UK warehouse and our delivery partner company will also contact you prior to despatch.
I have bought several items, will they arrive at the same time?
Unfortunately we are unable to combine the delivery of several items as each product could be produced separately thus arriving in the UK at different times, as a result, delivery charges are applied to each item rather than per order.
How can I change my delivery address?
Please e-mail contact@made.com if you would like to change your delivery address and we can amend your details on our system. You are able to change your delivery address up to the point of the items being despatched in the UK. Once despatched, you may be liable for any logistic and delivery costs incurred by arranging a re-delivery. Changes to the delivery address must be done by contacting us as this cant be done through your account alone.
How can I contact your delivery company?
You can contact our delivery company HDNL by telephone: 0871 977 0805 but you will receive a messagess from them once your order has been despatched.
My order is later than expected - what shall I do?
Orders are normally despatched within 10 – 14 weeks but if you have waited longer than this and wish to check on the progress of your order you can track its status through the website. This information is updated regularly but if you wish to get any additional information please contact us. We do however advise you of any expected delays that we are aware of.
What happens if I'm not there when delivery is attempted?
If you are not at home when delivery is attempted, HDNL should leave a card with your UPI number (parcel reference number) and a telephone number. You can call them on 0871 977 0805, quote the UPI number and re-schedule a delivery time that suits you.
I have tracked my order with your delivery partner and it said it had been delivered but I don't have it?
The delivery company may have left the product with a neighbour. Please contact them on 0871 977 0805 for further information.
What if my order is incomplete?
If you are missing part of an order or product, please contact us and we can resolve the problem for you.
I received the wrong product, what shall I do?
If you have received the wrong item, please contact us and we can resolve the problem for you.
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 will then find a list of products you have purchased. Simply click on the one you would like to track and you will be re-directed to the tracking page which will have the latest information we hold on the progress of your order.
My order seems to have been 'pending'/'processing' for a while now, is this normal?
Sometimes certain products can take longer to be manufactured or have raw materials sourced, this may be the reason your tracking progress has not changed. contact us and we'll give you more precise information.
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 £2000. 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 reprint or resend 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!