Shipping and Delivery
Do you ship internationally?
Yes, Madame Mak Jewellery ships internationally from Australia, with the exception of all EU countries, the United Kingdom and some others. Shipping zones are subject to change without formal indication.
How long does order processing take?
Processing time varies depending on the type of item. "Ready to ship" items are processed within 2 business days, while items from the "made to order" range can take between 2 and 6 weeks to manufacture not including shipping timeframes.
What are the shipping timeframes and options?
Express Shipping within Australia takes 3 to 5 business days, while standard international shipping takes 14 to 25 business days. Delays may occur due to the circumstances out of our control eg strikes and global pandemic. Tracking options are available for both domestic and international orders.
Will I be charged customs duties and taxes?
Orders shipped outside of Australia may be subject to import duties, fees, and taxes imposed by the destination country. The customer is fully responsible for clearing any additional charges associated with customs and taxes for their imported package. By purchasing from Madame Mak Jewellery, the customer acknowledges they are fully responsible and aware of import requirements at the relevant destination and port of entry.
What should I do if my parcel is damaged or tampered with?
In case of damage or evidence of tampering with the parcel upon delivery, please contact Madame Mak immediately. Mail theft should be reported to local authorities in the relevant country, and financial compensation may be available for insured high-value items.
What should I do if my package goes missing?
If a package goes missing, first check common courier hiding spots. If the package is still not found, contact Madame Mak to report the issue. The process of locating missing parcels and making a claim for compensation can be extremely lengthy.
Returns and Refunds
What is the return policy for items purchased from Mak Jewellery?
Madame Mak does not accept returns for change of mind, wrong sizing, or items disliked by the receiver (or recipient of a gifted item). Requests for returns are assessed on a case-by-case basis, and the return process must be initiated with Madame Mak within 7 days of receiving the item.
How do I initiate a return?
To initiate a return, please contact Madame Mak within 7 days of receiving the item you wish to return, and follow the specific return process instructed by Madame Mak. Under no circumstance may parcels be returned to Madame Mak without prior discussion and approval.
What are the requirements for returning an item?
If a return is authorized, the item must be shipped back to Melbourne, Australia, in its original packaging and in unworn condition, with tracking and insurance as necessary. The customer is responsible for all return shipping expenses.
Will I be refunded for the original shipping cost?
No, the customer is not refunded for the original shipping cost paid.
How are refunds calculated?
Refunds are provided at the sole discretion of Madame Mak. The refund amount will be the original item purchase price (excluding the original shipping cost) minus any customs/import duties and charges accrued on the returned item.
What happens if I return an item in a condition other than its original unworn state?
Refunds may be refused if the items are not returned in their original unworn and undamaged condition.
Who is responsible for missing packages during the return process?
Madame Mak is not liable or responsible for any missing packages during the returns process.
How can I book a workshop?
In-studio classes can be booked through the website by selecting the dates from the dropdown menu, or by arranging your own private session with Madame Mak directly via email. Zoom online classes (live, 1:1) can be purchased through the website, and a suitable date arranged between both parties afterwards via email. Please contact Madame Mak via the website contact box, or via direct email at firstname.lastname@example.org
Are there any prerequisites for attending workshops?
Prerequisites may vary depending on the workshop. Please refer to the specific workshop details for any prerequisites or experience requirements. There is a "Prerequisites" dropdown box for each class listing. Please refer to our Workshop Policy for further details and information.
What is the cancellation policy for workshops?
Cancellations and refunds vary depending on the type of class, and circumstances. In-studio class cancellations made within 4 weeks of the class booking results in forfeit of the 30% class deposit (30% of the total class price). Students can transfer in this instance to another class, or transfer their booking to someone else instead. Zoom classes can be refunded with the provision of minimum two week's notice of cancellation, or alternatively can be rescheduled for a future date if the student still wishes to attend. Zoom classes can not be refunded with less than two week's notice of student cancellation. In-person classes and Zoom online classes will not be refunded in the case of student no-shows or illness. In the event of student no-shows or illness, students are invited to reschedule their class. Students who book a class and fail to make contact, or don't respond to three attempts of contact from Madame Mak forfeit their full class payment or any payment made to date. Please refer to our Workshop Policy for further details and information.
What happens if a workshop is canceled or rescheduled?
Madame Mak may need to reschedule classes in the case of an emergency or illness. In this instance, students are entitled to a full refund however if a student is happy to reschedule, the class will go ahead as normal at a later date. In an event a student requires a rescheduling of their class, they are permitted to reschedule with two week's notice of their class booking (without incurring a rescheduling fee). Please refer to our Workshop Policy for further details and information.
Are workshops refundable?
In-studio class cancellations made within 4 weeks of the class booking results in forfeiting of the 30% class deposit (30% of the total class cost). Zoom class cancellations made two weeks in advance of the class booking can be refunded in full or rescheduled for a later date. Any classes that have already been attended via in-person or via live Zoom will strictly not be refunded in part or in full. Please refer to our detailed Workshop Policy for further details and information.
Do I need to bring my own tools for workshops?
Zoom classes require students to source their own tools, while in-studio classes provide access to tools and equipment at the studio - which are strictly for use within the studio. All equipment and tools belong to Madame Mak Studio and must not be removed from the studio premises.
Are the workshops recognized or accredited?
Classes are not formally recognized or accredited, but Madame Mak ensures the highest standard of teaching and offers after-class support for technical questions and guidance.
What should I do if I am unwell and unable to attend an in-person class?
If you are unwell with a contagious illness, it is advised not to attend in-person classes. Please reschedule your class for a later date, in accordance with the Workshop Policies. A refund can not be issued in the event of illness (except for major incidents). Assessed on an individual/circumstantial basis.
Can I leave feedback or reviews for the workshops?
Feedback and reviews are welcomed, and reviews may be posted online with the student's permission while keeping their identity private if requested.
Where can I find more information or get in touch with Madame Mak?
For further information or questions, please visit the FAQ page on the Madame Mak Jewellery website or contact Madame Mak via email at email@example.com or via the website contact box on the homeepage. Dahna can also be reached via Instagram at @madame.mak_jewellery however this is not preferred (Instagram crashes often)!