FAQ

Return policy

1. Can I return my purchase if I’m not satisfied?

We are not able to proceed to any refund once the purchase is made. Returns are only possible if the purchased item arrives in bad condition or does not function.

In case of problems within an item, as defined above, please contact us: info(at)madgallery.ch or call +41 22 508 10 38. Once the request is made, we will send you the steps to follow in order to solve the issue together.

Warranty 

2. Is there a warranty on my purchase?

All purchases made through our E-Shop are under the purchased items’ legal warranty against defects for two years.

If the independent creators of the items grant a longer warranty, this shall be indicated on the item’s description page of the website.

Shipping 

3. Why are shipping fees so significant?

The quality of the items should not be altered by the shipping; we have therefore decided to work with first choice courier services which are more expensive than usual couriers. The fees may vary also depending on your country and if you are living in or outside of a shipping hub.

4. How long will it take to receive my order?

The expected delivery time is mentioned on the website. This is an indicative delivery time because it will be subject to customs clearance or bank holidays.

Some items are made to order. In this case, we will inform you by email after your purchase of the expecting delivery time. If the expected delivery time doesn’t meet your requirements, you can always retract your order.

5. My order arrived incomplete or damaged

For any issues regarding a damaged or incomplete order please contact us by email: info(at)madgallery.ch. We kindly ask you to attach photographs in order to speed up the process. Once your request is received, we will contact you in order to solve the issue together.

6. Where is my order?

As soon as the item has been shipped to you, you will receive a confirmation email with a tracking number.

7. Will I have to pay additional costs to the courier service?

Yes if the delivery address is outside Switzerland. The prices on the Website and eShop are indicated in Swiss francs including Swiss VAT (Value Added Tax). For deliveries to countries other than Switzerland, Swiss VAT will be deducted from the invoice at the checkout page.
Therefore deliveries to countries other than Switzerland may imply customs duties, local taxes and other costs which are not taken into account in any of the prices indicated on the Website and/or eShop.

Secured payment 

8. Is my payment secure?

We are 100% committed to the protection of your payment details. We use advanced encryption technologies when processing any payment information. Any payment made through our E-Shop is secured.

Purchase 

9. Can I purchase by phone?

Phone purchase is possible: please call +41 22 508 10 38 from Monday to Friday (10 a.m. – 6:30 p.m.) and Saturday (10 a.m.- 5 p.m., Swiss time).

In order to proceed to your order, we will need your credit card details. We guarantee that your credit card details will not be kept once the purchase is validated.

10. I would like a sold-out item.

For any inquiries regarding sold-out items, please contact us at info(at)madgallery.ch or +41 22 508 10 38 from Monday to Friday (10 a.m. – 6:30 p.m.) and Saturday (10 a.m.- 5 p.m. Swiss time). Once your request is received, we will tell you if the item is temporarily unavailable, if it is still possible to craft it again and how long it will take. Please consider that unique items might be permanently sold-out.

11. Are all creations available for purchase online?

No, only a selection of the creations presented at the MB&F M.A.D.Gallery can be purchased immediately online. Other creations are available in our M.A.D.Gallery in Geneva and can be ordered by phone. Don’t hesitate to contact us if you are interested in a piece not available on our e-shop.

Payment method 

12. Which payment methods are available?

We accept the following payment methods:
- Credit/debit cards: Visa, Mastercard, Amex, etc.
- Paypal
- Payment transfer (by phone)

Data 

13. Which data do you have about me?

We take your privacy seriously and follow GDPR rules. We invite you to read our privacy policy, cookies notice and terms and conditions. We do not share the data gathered from our clients.

Shop
 

14. Do you have a physical shop?

Yes, we do have physical shops.
Discover our MB&F M.A.D.Galleries, MB&F Labs and retailers worldwide here.
 

Other questions?

You didn’t find the answer to your question? Have we forgotten an important point? 
For any inquiries you may have, please feel free to contact us:
info(at)madgallery.ch or +41 22 508 10 38 from Monday to Friday (10 a.m. – 6:30 p.m.) and Saturday (10 a.m.- 5 p.m. Swiss time).