Delivery and Returns

Our mission

All Finnish mainland orders are delivered by courier, which is estimated to be delivered within 1-2 business days from dispatch. International orders are sent via www.posti.fi, then passed to your national postal service - your tracking number can be used on both organizations’ websites. Deliveries in Europe can be expected 2-6 business days from dispatch & deliveries for the rest of the world 5-7 working days from dispatch, but please note that this is subject to any international shipping delays, which are out of our control. You can find out more about our shipping costs here. (https://madwave.eu/site/delivery)

Please note that unfortunately we are unable to do anything to speed up processes such as customs checks. We are always happy to look in to the whereabouts of your parcel, but unfortunately have no control over delivery processes after your order has left us.

We estimate that most orders will be dispatched within 2 business days, however, during busy periods or sales, please be aware that this may take up to an estimated 5 business days. Please see the checkout page for up to date dispatch and delivery estimates.

For your information:

Our office and warehouse are closed on weekends & public holidays
We cannot take retail orders by phone
We are unable to combine orders to reduce postage costs. Please ensure that you have placed all items required in your basket before completing your order
Your delivery address is taken directly from your order, so please make sure it is correct during check out. We do not see your PayPal details at any stage of ordering, so please do not rely on this address
If you do enter an incorrect address, please contact us ASAP, as we aim to post orders within 24 hours of receiving them and cannot amend the delivery address after dispatch. We cannot be held responsible for any incorrect addresses provided to us. Please double check that all your details have been filled out correctly before completing your order

Missing orders

If you are Finland based and have not received your order within 5 business days, or 15 business days for international customers, please email info@madwave.eu. Please include your order number, so that we can give you the tracking information for your parcel. Sometimes your order will be waiting at your local post office, with your 'while you were out' card not having reached you. Alternatively, sometimes customs checks can just take a little longer than usual.

RETURNS

For questions regarding returns, please email: info@madwave.eu

Returns Address: Retail Returns, Collectif Head Office, Lepotie 2, 15540, Villähde, Finland

To return an item(s) to us, we request that your package include a copy of your invoice & a completed copy of our returns form. You can find your returns form on the back of your invoice, which will have been included in your parcel. Don’t worry if you’ve misplaced your form, you can just email the above address and we’ll be happy to send over a replacement.

All items returned must be in a re-sellable condition. This means returned items must be unworn and free of stains, odors, animal hair, and creasing. Items must be undamaged, and must be returned with original labels still attached. For reasons of health and hygiene, we are unable to accept any hosiery or lingerie returns. Swimwear must be tried on over underwear, and any hygiene seals must be intact or your right to return will be void. If any items are received in an unsellable condition, they will be neither exchanged nor refunded. It can be posted to you by request and you will be responsible for delivery costs.

How to return your item(s):

Simply repack the Product(s) in the original packaging or another suitable bag with the completed return form which can be found on the back of your dispatch note.

Our return address is Retail Returns: Mad Wave Europe OY, Lepotie 2, 15540, Villähde, Finland.

Please be reminded that you must post the Product(s) within 14 working days of receipt of the Order to receive a refund or within 28 working days to receive a credit note.

Item(s) returned beyond this time may not be eligible for a refund/credit. We recommend you send the return with a signed-for service and retain your receipt as proof. Should any returned parcel be lost, this can be used to lodge a claim with www.posti.fi/. Please be reminded that claims for lost parcels must be lodged with your nominated postal service, and MadWave will be under no obligation to deal with this.

You are responsible for the cost of the return postage which is non-refundable unless the item sent is incorrect or faulty. Any return postage cost refunded by us will be based on the economy Post Office™ cost (second class signed-for or economy equivalent) for the weight of any incorrect or faulty item you return. If you choose to send any non-faulty items as well, the return postage cost for these items is non-refundable. Please note that if the return postage cost exceeds the original order amount, we can add this to your e-wallet or issue it via PayPal.

If you are returning an incorrect or faulty item(s) please email us a copy of the postage receipt with your return so we can refund the postage based on the criteria above.

Before posting a faulty/incorrect item back to us please email us at info@madwave.eu (indicating your order number as reference) or phone Us on +358942451310 so We can advise further .

IMPORTANT TO REMEMBER - If You are returning product(s) paid for by credit or debit card or with PayPal, we will issue your refund using the same method.

All returns (unless faulty) must be returned in their original condition. This includes (but is not limited to) the item being free of stains, smells, hair, tears, stretching or other signs of use.

International Returns:

Please follow the instructions on the reverse of the dispatch note (invoice). For your convenience, you can return items in any of the following ways:

Via your national postal service
Via a courier service

Every delivery comes with an ‘invoice’ listing the contents. You need this document to make a return. Please fill in the return details on the reverse of the invoice. This will help us process your return much quicker and avoid any confusion (for example, returning Products from multiple Orders with only one of the invoices may delay the process). Please remember to enclose the completed invoice in the parcel you are returning.

Please note, it can take up to 14 days for returns to be processed once we have received your parcel. For reasons of health and hygiene, grooming products, products for piercings, and intimate wear (including underwear, hosiery, and swimwear) are non-returnable. This does not affect your statutory rights.

Simply repack the product(s) in their original packaging or another suitable bag with the completed return form which can be found on the back of your dispatch note.

Our return address is

Retail Returns Mad Wave Europe OY, Lepotie 2, 15540, Villähde, Finland.

Please be reminded that you must post the Product(s) within 14 working days of receipt of your order to receive a refund or within 28 working days to receive store credit. Item(s) returned beyond this time scale might not be eligible for a refund/credit.

We recommend you send the return with a signed-for service and retain your receipt as proof. Should any returned parcel be lost, this can be used to lodge a claim with your postal provider. Please be reminded that for lost parcels your claim must be lodged with your nominated postal service, Mad Wave will be under no obligation to deal with this.

You are responsible for the cost of the return postage which is non-refundable unless the item sent is incorrect or faulty. Any return postage cost refunded by us will be based upon your national postal service's economy signed-for cost for the weight of any incorrect or faulty item you return. If you choose to send any non-faulty items as well, the return postage cost for these items is non-refundable.

Please note that if the return postage cost exceeds the original order amount, we can add this to your e-wallet or issue it via PayPal.

If returning items to us from outside of Finland, you must clearly state on any customs declarations and your parcel that the contents of your parcel are 'RETURNED GOODS'. If this is not declared, we will forward any costs for duty through to you. We are not liable for any customs fees for returned goods.

If you are returning an incorrect or faulty item(s) please email us a copy of the postage receipt with your return so we can refund the postage based on the criteria above.

Before posting a faulty/incorrect item back to us, please email us at info@madwave.eu or call +358942451310 so we can advise further.

IMPORTANT- If you are returning product(s) paid for by credit or debit card or with PayPal, we will send the refund using the same method.

All returns (unless faulty) must be returned in their original condition. This includes (but is not limited to) the item being free of stains, smells, hair, torn, stretched or used.

Some things to bear in mind:

If you would like to return your item(s) in exchange for a refund, they must be posted back to us within 14 working days of the date you received your order. Please note that only orders returned to us in their entirety, within this 14 working day window, will be eligible for a refund of outgoing postage costs. Please indicate you would like a refund by ticking the relevant box on your returns form
If you would like to exchange your item(s), this will be done in the form of online credit. To be exchanged for credit, items must be posted back to us within 28 working days of the date you received your order. Please indicate you would like credit by ticking the relevant box on your returns form
The above conditions refer to your original order. If an order is returned for credit & a second order is subsequently placed using this credit, your second order must be returned within 14 days of receiving your first order, in order to eligible for a credit-only refund
Items dispatched to us more than 28 working days from receipt are not eligible for return
Postage costs for item(s) returned to us are non-refundable unless the item sent is faulty or incorrect (see below)
If returning items to us from outside of Finland, you must clearly state on any customs declarations and your parcel that the contents of your parcel are 'RETURNED GOODS'. If this is not declared, we will forward any costs for duty through to you
We will usually process returns within 7 business days of receipt. However, during busy periods this may take longer. We will contact you via email as soon as we have processed your return. Please make sure that your inbox receives emails from “info@madwave.eu», as this is the email address that we will use to contact you
We are not responsible for any returns sent back to us that are lost in the mail. We highly recommend using a service with tracking, so that you can check the status of your return. We are not liable for any parcels lost before they reach us. We only become responsible for parcels sent back to us once they are received at our returns address. Until this point, your parcel is still in the care of your postal service provider. Should your parcel be lost en route, you will need to file a claim with your postal service provider
Under Distance Selling Regulations and as a consumer, you have the right to cancel the contract for your order up until 14 days after receiving your goods. This 14 day period commences the day after you receive your order. You will need to notify us of your wish to cancel the contract by emailing us at info@madwave.eu, indicating your order number. In compliance with our returns policy, goods must be returned to us in a re-sellable condition. If they are not, we reserve the right to return the goods to you. Please note that only orders returned to us in their entirety, within this 14 day window, will be eligible for a refund of outgoing postage costs
Please note that we can only accept returns to our Mad Wave Europe OY address via post. Items cannot be returned directly to this address, or to stores. If you purchased your item in-store, it must be returned to a store
Please note that we do not have an extended returns policy over the Christmas period

Incorrect or faulty items

While we do our very best to ensure that every item we dispatch is correct & of the highest quality, mistakes unfortunately do happen. Should you receive an incorrect or faulty item, please email info@madwave.eu with this information ASAP, so that we can authorize your return. We will send out the correct item as soon as we receive the incorrect item. Incorrect or faulty items are eligible for returns up to six months from the date you receive your parcel.

When returning your incorrect or faulty item(s), if you email us a copy of your return postage receipt, we will be happy to refund this. Please send your item(s) using a 2nd Class Signed-for service, or an equivalent service for international returns as we can only refund up to this amount.

Please note that your receipt is your proof of postage, so you can file a claim with your postal provider should anything happen to the parcel on its way to us, and as such we do not recommend putting the receipt in the parcel.

We will only pay return postage for the weight of the incorrect or faulty item that you are sending back. If you choose to include any additional non-faulty items in your return, postage for these items will not be refunded

Store returns

Our store returns policy differs slightly from online. Items bought from our stores can be returned to any Finnish store, but unfortunately not to our head office/online returns department. You have 28 days from your date of purchase to exchange your item for another product, or for store credit. Store credit issued in-store is valid for six months and can be spent in any Finnish store, but unfortunately cannot be used on our website. Unfortunately we do not offer any refunds unless there is a fault with your item. For reasons of health and hygiene, we are unable to accept any hosiery or lingerie as returns