CUSTOMER CARE

Some of you may be wondering where you're orders are and we'd like to enlighten you.

You may experience 3 to 4 days delay in receiving your package/s as our couriers are undergoing special handling for all packages due to the pandemic we are all experiencing globally. We ask for your patience and understanding regarding this matter as we are all working hard to get these packages shipped to you with care and love without putting our staffs' health at risk.

Rest assured your package is handled with care and love. You will receive a notification once your order has been shipped.

We wish you and your family good health and comfort during this difficult time. We're all in this together. If you have any questions or need further assistance, we would love to address them for you.

All orders are  shipped after a 24-hour fulfillment process and will be shipped via USPS First class or DHL E-Commerce

COVID-19 Advisory: Any orders placed during weekends will be shipped out the next business day.

1. Standard Shipping (FREE) - package will be delivered within 3 to 7 business days.

2. Priority Processing - cut the line and get your order packed and fulfilled asap. Note: This will still ship within 24 hours, and will be delivered within 3 to 5 business days.

3. Express Delivery - package will be delivered within 2 business days. Note: Fulfillment still applies. 

COVID-19 Advisory: Any orders placed during weekends will be shipped out the next business day.

Yes, we ship worldwide!

Every international order is shipped within 24 hours. 

Once the package is shipped it can take 8-20 business days to be delivered, depending on your location. This does not include processing time, customs, or mail carrier delays. 

Please take note that custom charges may apply depending on your Country/Location and this is not covered by Madison Ashley USA.

 All orders are shipped within 24 hours of being received. All orders placed on weekends will be shipped the next business day.

All orders are shipped via USPS First Class or DHL E-Commerce (arrives in 3-7 buisness days)

For Express orders, 2-3 business days travel period. Please keep in mind, this does not include fulfillment time (24 hours to fulfill the order), holidays and/or Sunday delivery. 

Note: If you have ordered more than one item that may be in the process of being restocked, you may receive one or more packages for timely delivery. This is of no cost to you.

Because we believe in the design and quality of our opals, we offer a 2 year warranty against any manufacturer defects. This may include, but is not limited to prong defects, porosity issues, or design flaws.

If you feel that your Opal piece is in need of replacement, please provide a proof of claim and reach out to our support team to help you with the process.

Our 2 year warranty does not exchange for a different product or item.

If for any reason you are not completely satisfied with your purchase, items in unused and original condition may be returned for full credit consideration within 14 days from the time of delivery.

If return request is beyond 14 days from the time of delivery, items are no longer eligible for return, but are eligible for exchange within 30 calendar days from the receipt.

After 30 calendar days from receipt, all sales are considered final.

Please email support@madisonashleyusa.com for any returns / replacements.

**We ask that all items being returned for a refund are in their original state, including tags and pouches.

We offer one free exchange within 30 days from the date of delivery. (**International exchanges pay return shipping fee.)

You can request for a size replacement through our Return Center or email us at support@madisonashleyusa.com to for further assistance.

**We ask that all items being returned for a refund are in their original state, including tags and pouches.

Once we receive the item being exchanged, please allow 5 business days for us to process the order and ship the new item to you.

**Please be sure to use traceable mail when shipping item back to us. We will not be held responsible, nor issue an exchange for items lost, stolen, or damaged during return transit.**

Refunds are issued immediatelyonce we receive the item. Please allow between 5-7 business days for the refund to appear on your bank statement.

**Please be sure to use traceable mail when shipping item back to us. We will not be held responsible, nor issue a refund for items lost, stolen, or damaged during return transit.**

Returns that show signs of wear, damage, scents, or alterations will not be accepted and will be sent back to the customer. 

Yes, our site is 100% secure. We use 256-bit SSL, the same level of encryption used by large banks around the world.

We accept PayPal and all major credit/debit cards (VISA, MASTERCARD, AMEX, DISCOVERY)

All customers are charged at the time of purchase since we ship every order within 24 hours

You should receive your confirmation email immediately after placing an order.

If you have not received a confirmation email from us, please email us at support@madisonashleyusa.com or call us +1-844-382-8161 to further assist you

You should receive a tracking number within 24 hours.

if you do not receive a tracking number please email us at support@madisonashleyusa.com or call us +1-844-382-8161 to further assist you

Shipping times will be affected during public holidays; most manufacturers and couriers limit their operations at these times. This is out of our control. Normal service resumes immediately after each holiday.

All orders are guaranteed to ship within 24 hours of being received. If orders are not received due to circumstances beyond our control, a replacement item will be ordered (at no cost to you).

**Please note that we are not responsible for orders not received due to incorrect shipping addresses entered by the customer at time of purchase.

If you received damaged or defective merchandise

Please email us at support@madisonashleyusa.com or call us at +1-844-382-8161 have your order number ready and we will be happy to begin the replacement process.

**Damaged or defective items are eligible for a free replacement up to 30 days after the delivery date and do not need to be returned. A photograph with proof of damage sent to the email above is sufficient.

Please note that discounts cannot be combined with any other promo or coupon or offer. You will only be allowed to put in one discount / coupon code upon check - out.

For any SALE event that a discount is automatically applied at check-out, still, cannot be combined to any other promotions.