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| Question & Answers (General) |
| Q. I paid using an online method. When do I get charged? |
(Posted: 8th August, 2007) |
| A. If you paid with your credit card online or by phone/fax your card will be charged just before your order is dispatched. If you paid via PayPal your card will be charged at the point of placing the order. |
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| Q. What payment methods do you accept? |
(Posted: 8th August, 2007) |
| A. We accept Visa, Mastercard, Bankcard, Direct Deposits into our account, Cheque, or a Money Order. |
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| Q. Do you have a shop? |
(Posted: 8th August, 2007) |
| A. We currently only sell online which means you get our products delivered discreetly. But we do offer Intimate Viewings of products for you and your friends at your home (or another venue of your choice). For more details please see the side link “Arrange and Intimate Viewing”. |
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| Q. What about faulty goods...? |
(Posted: 8th August, 2007) |
A. We test each product for operability before it leaves us to save any inconvenience caused with faulty goods.
Any returns for faulty or defective products should be made within 30 days of purchase.
All returns should be sent to Madame Rouge, PO Box 415, Coogee, NSW 2034.
Please detail with the returned item:
- your order number
- the problem with product
- a return address for replacement product. |
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| Q. How do I know when my order has been sent to me? |
(Posted: 8th August, 2007) |
| A. You will receive an email confirmation that your order has been completed and shipped to you. |
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| Q. Can I change lingerie if I get the wrong size? |
(Posted: 8th August, 2007) |
A. We are happy to swap or refund lingerie which you find isn't for you. Please keep on your own undergarments when trying the items on.
If you find that you do need a different size, please let us know within 30 days (of the invoice date)+ by calling 1300 797 684 or mail enquries@madamerouge.com.au
The postage cost to return the item is covered by you, however the cost to send the exchanged item back to you is free.
If you still can’t find the right size for you, we will exchange or refund the goods to the value of the products returned.
All returned items must be received undamaged, unworn, unwashed, with all the labels still attached and in the original packaging. We reserve the right to refuse a return if the items do not meet these criteria. Refused items will be posted back to you and the additional postage will be charged. |
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| Q. Can I write a personal message for my gift to someone? |
(Posted: 8th August, 2007) |
A. Yes, you can write a short message which will be attached to your gift wrapped goods.
As you are checking there is a section for you to write a message to the recipient (around 160 characters). |
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| Q. What if i am not in home when delivery guys come ? the package will be sent to nearest post office? |
(Posted: 16th May, 2008) |
A. Depending on where you are based it is either sent by Aus Post, or Courier.
If you are not in then Aus Post will leave you a slip to collect from your nearest post office. If it is sent by Courier and you are not in they will leave a calling card, and you arrange to have it re-delivered.
When we ship the order we let you know which method it was sent by. |
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Q. How will the order be shown on my credit card statement, the company name Madame Rouge or something less suggestive?
Thanks? |
(Posted: 1st Oct, 2008) |
| A. It actually shows as Madame Rouge as the credit card payment, so we suggest that if you do don't want this to show you choose the "Direct Deposit" Option when you check out. You can then transfer the money into our bank account using your order number as a reference code you choose. As soon as payment is received we will then ship the order as normal. |
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| Q. What does the box that the product is shipped in look like? I want to buy a present for my girl, but dont want a flashy pink box labeled "sex toys" sent to my work address. Hahaha. Thanks? |
(Posted: 1st Oct, 2008) |
| A. Madame Rouge are very conscious of the discretion and comfort of our customers. Your item will be posted in an express post envelope, with our names on the sender section, not our company name. No one will be able to tell what the item is, or what company it's from, from the express post envelope. Your item inside the express post envelope is wrapped in pink paper with a dark pink bow. There is a small "madame rouge" sticker on the back of the box/wrapping. This is then bubble wrapped so that your item doesn't get damaged whilst being shipped. |
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| Q. I am trying to decide which "smart balls" would be the best for me.I have had 5 children and hence my pelvic floor is not the strongest ,which balls would you suggest ? |
(Posted: 24th Feb, 2009) |
A. Smartballs have a smaller ball inside of them that moves around freely when you move around. This is how the pelvic floor muscles are worked out - because they are adjusting to the movement in the balls! I have found that the Smartballs Teneo Duo are perfect for strengthening this muscle within days! If two balls seem a little daunting though, try the Smartballs Teneo Uno where you have one ball to insert!
The Smartballs and the Smartballs Teneo are the same except the Smartballs Teneo have the following adjustments:
- Indentation for your finger for ease of insertion
- Newer stretchy string to pull them out and a slightly different design.
Other than that, they are identical in functionality! |
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| Q. I just want to ask if you are accepting American Express Cards. Thank you? |
(Posted: 12th March, 2009) |
| A. Unfortunately, our system doesn’t support American Express cards. But we do Visa and Mastercard, Paypal, Cheque, Money orders and Direct deposits. Just select your preferred option as you check out. |
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| Q. What if i change my mind and no longer want something I have bought? |
(Posted: 12th March, 2009) |
A. If you are not satisfied with your purchase from Madame Rouge please return it to us, within 30 days of the date of the invoice date, and we will be happy to exchange it. Returned goods will be exchanged for another product or a credit note for the value of the products returned.
Unfortunately, due to the personal nature of the products in the Toy Box we are unable to accept exchanges of products in this category (unless the product is faulty).
Please include proof of purchase (your invoice) and provide details of why you wish to exchange the product. Returned products must be unopened and unused, unworn and in original, saleable condition.
Please send it by receipted post to Madame Rouge, PO Box 415, Coogee, NSW 2034.
Return postage costs will be at the customer's expense. We accept no responsibility for returns which are sent by a non-traceable postage method and do not arrive at their destination and in such an event will not issue an exchange or refund. We recommend you pay the additional amount to send your returns via a traceable method. |
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| Q. Do the Lelo products come with Australian chargers?? |
(Posted: 18th March, 2009) |
| A. Yes, all rechargable Lelo products come with Australian chargers. International adapters are also available separately. |
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| Q. Does the delivery charge (shipping) apply to each individual item if more than one item is purchased (e.g. 2 or more) or is there one delivery charge payable for the whole package which goes through the checkout? |
(Posted: 15th June, 2009) |
| A. The delivery is a fixed charge per order. So the rate you see is the maximum you pay for as many items as you choose. |
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| Q. Do you ship overseas, or just Australia and New Zealand? |
(Posted: 22nd July, 2009) |
| A. Yes we ship to overseas. You will need to select this when it asks you at the checkout what type of postage you want. |
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