Frequently Asked Questions

Please find below the most Frequently Asked Questions 

What happens after ordering?

Once your order is placed, you will receive an order confirmation email from us. We will review your order and contact you if there are any questions or clarification that we require. We will then commence making your custom products and we will email you when it is dispatched. The email will be from madamsousou. Sometimes emails go into customers junk mail - look out for your order confirmation, and for your email advising dispatch details.

I’ve made a mistake with my order; can I change it?

It’s okay. We are human too and mistakes happen, but time is of the essence here.
We will try our best to amend your order, however, on occasions we are not able to make any changes. This is usually because the item you’ve ordered has already gone into production. If you spot a mistake get in touch as soon as possible.

Can I change or cancel my order?

To cancel an order please email us at madamsousou@bigpond.com as soon as possible.
We can never guarantee that an order can be cancelled after it has been placed. Once the order has been processed or shipped we can no longer cancel it.
However if the order has not been processed yet, we will be able to cancel it and issue a full refund.

What is the expected shipping time frame during the Covid-19 Pandemic?

The pandemic is causing postal delays and customers should be mindful that their order may experience delayed delivery beyond our control. 

How can I track my order? 

As soon as your order is fulfilled, you will receive an email with tracking information. You will be able to track your order directly through Sendle with our link.

What happens if I am very happy with my order?

Hopefully you will want to leave us a great photo review on our website and recommend us to your friends !

What if I am not happy with my order?

We do our best to keep our customers happy. If you're not happy with your order please send us a short video / photos showing explaining the issue to madamsousou@bigpond.com and we will endeavour to find a solution as soon as possible.

What happens if my order is delayed or if I don't receive my order?

If you do not receive an order or if its been delayed please email us at madamsousou@bigpond.com and we will surely assist you with the issue.

I am sending this as a gift. Will my recipient see the price?

We know you don’t want you recipient to see the price, so we don’t dispatch any orders with prices. You will receive an invoice to your designated email after you have submitted your order only.

Do you have a pick up option available?

All of our orders are dispatched via Sendle Contactless Couriers and on occasion Australia Post Express. In order to maintain good prices, we prefer not to have the overheads of a showroom or shop front.