FAQ

We want you to be stoked with your purchase and to get that warm, happy feeling, knowing that your stuff will be on it’s way to you. So, if you have any questions, you should find the answers here.

If you can’t find what you’re looking for, just give us a shout

When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

Once we have checked the price and availability of the goods. we will e-mail you again to confirm that we accept your order, and that a contract has been made between us.

In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.

If you choose to click and collect and choose to pay when you collect the good we will put to one side for one week only . Any goods taking any longer to collect than one week will be put back into stock.

This description lays out the basics of payment processing. It also helps you appreciate the charges and risks involved in accepting payments.

Collecting payment data
Payment details are entered and handled into Paypal.

Authentication
Details of the purchase, details from the card and the PIN are sent through to Paypal. We identify the relevant card scheme (Visa, MasterCard etc.) and send the details through them to the bank or other institution that issued the card. If the details can’t be verified, the payment is normally declined and the shopper or payee is asked to use another type of credit/debit card.

Authorisation
The issuing bank checks the cardholder’s identity, that the account has sufficient funds and that the card hasn’t been reported lost or stolen. If everything is OK, the issuing bank authorise the amount requested and reserve those funds. Once the payment transaction is complete, we send a follow-up instruction to the bank to debit the funds.

Our delivery charges are as follows:

Jersey – FREE delivery

United Kingdom – £3.50 (FREE delivery when you spend over £75)

Europe – £9.95 (FREE delivery when you spend over £100)

For more information about delivery, please click here

We are currently only accepting payment via Paypal, which will process all normal payment methods. When you checkout, you will be taken to the Paypal website to complete your transaction.

Our standard delivery is by Royal Mail Recorded Service and will typically take 1-3 working days. Deliveries to mainland Europe can take up to 10 working days. All orders are dispatched with full insurance against loss or damage. United Kingdom means any address with a valid UK postcode including Northern Ireland, Scottish Highlands and Islands, and Channel Islands.

As we are currently only processing transactions through Paypal, you’re card information is held in your Paypal account.

Yes, you will receive an invoice for your order. Once you have completed your payment, you will receive an email from us with details of your purchase and your order reference.

If you’re not 100% happy with your purchase, simply return your item(s) to our shop in their original condition* within 7 days of purchase for a complete refund. If you return your item(s) within 14 days we’ll issue you with a credit note to use either on this website or in the Madhatter shop. Please note that we do not accept sale goods for return.

For our full returns policy, please click here