FREQUENTLY ASKED QUESTIONS

What is Purchase Protection/Insurance?

Madken offer protection to all our customer's, to provide you with added benefits, some of which include:

• Refund Gurantee: Provided a refund (not store credit) if you change your mind.
• Extended Returns: 60 Days (instead of 30 days).
• Rapid Replacement's: We will provide a replacement straight away.
   

How do you send the items?
Orders are ether shipped with Australia Post or a selected courier service, based on location, weight and any special instructions given.

How long does shipping take?
Our warehouse is located in Taren Point, Sydney NSW. The following shipping times are estimates only(*)

• Sydney = 5-7 business days
• QLD = 5-7 business days
• NSW = 5-7 business days
• VIC = 5-7 business days
• TAS = 7-12 business days
• SA, NT and WA = 7-12 business days

If you have special delivery instructions, please contact us on 1300 662 683 or feedback@madken.com.au to provide further details.

Special courier services are are available for selected locations at an extra freight cost to the customer and are based on individual order
circumstances and must be organised by phone 1300 662 683.

Please note that these times are estimates and in no way offer a guarantee for timely delivery. Outside metropolitan area delivery times may vary. 
 

(*) Important note: Please know that we do not guarantee that we hold stock of any quantity of any product on our online site.

If you would like to check stock availability or have an immediate deadline please contact our office via email feedback@madken.com.au or
on phone 1300 662 683 and our customer service team will be able to assist you.

Do you have a showroom?
No we don’t have a showroom or shopfront however please contact our customer service on 1300 662 683. The customer service team will be able to answer nearly any question for you and if they do not know they will find the answer for you.

Is there anywhere I can pick the items up from?
Providing you call up our customer service team and request a pick-up, we can organise for collection from our warehouse in Sydney.

Is there an express delivery option?
There are options available, express charges would be charged to the customer. Please contact our customer service team and they can contact a courier service on your behalf to get a quote and estimated delivery time.

How will I know when my item has been dispatched?
When your item is dispatched we will send you an email update with your parcel tracking number on it, with the tracking ID. Once it has been posted it is in the trusted hands of Australia post, any delivery concerns must be taken up with them using the tracking number provided.

How do I know if the item I want is in stock?
You can check our stock levels by calling our customer service line.

Most items are still available for purchasing online even if stock levels are low. We can always source the item from our stockists in a matter of days so sometimes small delays occur, but we always make an effort to let you know if there is a significant delay.

What if I want an item that is not listed on the website?
Just call or email us and we can contact our suppliers and try our best to get the item in for you.

What if I am not happy with the item when I receive it?
Please see returns page.

You would need to just post it back to us for an exchange or refund.

Provided the goods are still in original condition, unused and include original product tags and wrapping, goods may be returned for a prompt refund (excluding postage incurred) or exchanged for something else that may suit your needs better. 

Please note that the condition of the goods when they arrive back to us, is the condition on which the goods are assessed.

How do I make a warranty claim?
Please see our warranty page here