Frequently Asked Questions

 

Where can I buy Maddi Alexander products?

All our products are available online from our website. 

www.maddialexander.com


Our products are currently stocked in the following stores:


Fortnum & Mason London

Stobo Castle Spa Stobo Scotland

Feel Unique. com

Urban Retreat 5th Floor Harrods London

Fenwick York

Wooly Blue Newcastle upon Tyne

So Beautiful Gosforth Newcastle upon Tyne

Private Clinic London

 

 

Prices quoted on the website are set at the time inclusive of vat .


Delivery

Standard Delivery
All our Packages are sent out via Royal Mail, please expect packages to arrive between 2-5 working days £3.95 . 

Royal Mail Next Day Special Delivery™
Next day Delivery is charged  £5.95 for all UK mainland orders.
In All next day orders must be placed before 2pm, Monday to Thursday.
Orders placed on A Friday will be delivered on Monday.

Overseas
Non-mainland UK, Postage will be charged at cost dependent on weight).

Please email orders@maddialexander.com to discuss you requirements .

During busy periods, such as Christmas, Mother's Day and Valentine's Day, delivery dates that we given are a guide are only for your general guidance. Maddi Alexander can be not liable if you receive late delivery of your order.

Please get in touch if you have any questions
Please contact us on 0191 246 0011 or email at info@maddialexander.com 
Please quote your name and order number as a reference.


May I order over the phone?
Yes, please call the office Monday to Saturday between the hours of 9am and 5.30pm. 
Alternatively Wooly Blue in Jesmond Newcastle upon Tyne may also take payment over the phone Monday – Sunday, they can be contacted on 0191 281 1800.


Do you offer a gift wrap service?
All items will be dispatched with our Maddi Alexander carrier bag. Please email us should you require any special requirements.


What payment options do you offer?
We use PayPal, we accept credit card and debit card payments.
Apologies but we do not accept American Express. We accept Visa, Mastercard, Switch, Delta and Solo.


How do I know my order has gone through?
You will receive an e-mail confirmation from orders@maddialexander for receipt of your order. Should you have any queries with regards to your order. Please contact us on 0191 246 0011 or email at info@maddialexander.com
Please quote your name and  order number as a reference.


When will my order be dispatched
All orders will be dispatched within 3 days. Should the product be out of stock, we will email you with an you of the expected date for dispatch. Please note at busy time of the year delivery dates that we given are a guide  are only for your general guidance. Maddi Alexander can be not liable if you receive late delivery of your order. 


Can I cancel my order? 
Cancellations can be accepted if your parcel is still with us and hasn’t been been boxed for dispatch.


How do I return goods

Candles / Body products
We will accept returns if they are in a saleable condition with unbroken seals and packaging, and only if supported by a valid proof of purchase (your despatch note) for exchange or refund.

if you purchased your Maddi  Alexander products from one of  our retail stockists please arrange your return or exchange with them directly. We are more than happy to discuss any queries.

Please enclose:
The reason for the return
Your name
Your address
Your order number 

Please obtain proof of postage (a certificate of posting is available free of charge from the Post Office).
This should be kept in a safe place in case you need to claim compensation from the carrier. 
We regret that we cannot accept responsibility for goods in transit from our customers.

Please return the product and information to:
Maddi Alexander Ltd

B2 Dobson

Preswick Park

Newcastle Upon Tyne

NE20 9SJ

England


When do I get a refund once I have returned an item?
Once we receive your return, we will  refund in the same form of payment originally used for purchase within  21 Working Days. Refunds will be made against the original credit/debit card used. This does not affect your statutory rights.


What are my rights under the distance selling regulations?
Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

Under the United Kingdom's Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. If the goods are defective or were sent to you in error, we'll refund the full purchase price, including delivery, and reimburse you for the cost of returning the goods. In these circumstances, we'll refund the purchase price, but not the costs of delivery and return. Returned goods must be in their original condition and packaging. Before returning an item for any reason, please contact us to discuss your rights and responsibilities. Goods to be returned must be securely packaged.


Are the Maddi Alexander products natural?
At Maddi Alexander, we believe in using only the very best ingredients.

As we extend our exclusive range, our focus will always be upon ethically sourced natural ingredients;organically grown, and made by fair trade cooperatives in the developing world wherever possible.This way our little luxuries are good for you, good for the environment, and good for the producers that we work with.

Our candles are made with a eco soy wax - a natural renewable source. It burns without increasing CO2 levels in the atmosphere and lasts up to 50% longer than paraffin candles. Soy candles produce hardly any soot, burn cooler and distribute more of the essential oils.

There is not a trace of any of the below in all of the Maddi Alexander collection:
No animal products
No synthetic perfume
Nothing derived from
Petrochemicals
No parabens*
No SLS or SLES**
No sulphates
No toxins
No paraffin wax used in our candles
No lead used in our wicks

* Parabens are chemicals widely used in the cosmetics industry as preservatives but we wouldn’t have them anywhere near Maddi Alexander products. 

** SLS and SLES are foaming agents found in many soaps and shampoos (but not ours). These chemicals are derived from sulphuric acid and are often contaminated with dioxane, a known carcinogen.


Please can you tell me about the Maddi Alexander ingredients
Coming soon


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