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FAQS

ORDERS

How long will it take to ship my order?

It takes approximately 1-2 business days to process your order. Once shipped, you should receive it in 3-8 business days.

Note: Shipping for Hawaii, Alaska, APO/FPO/DPO, Puerto Rico, US Virgin Islands, and Guam may take up to 6 weeks in some cases.

Is shipping available outside the U.S.?

We currently only ship to the United States.

Is there a shipping fee?

All orders are subject to a $5.99 fee per shipment from each shipping location. You can see where your item is being shipped from in the “Shipping Location” section of the item details page.

Is expedited shipping available?

Unfortunately, expedited shipping is not available at this time

How do I track my order?

Once your order has been shipped, you will receive an email with tracking information. If you have additional questions, reach out to madewellforever@thredUP.com for support.

My order tracking number is not updating.

If the estimated delivery time frame for your package has passed, please contact madewellforever@thredUP.com with your order number, and we’ll be happy to track your package.

My order was delivered but not received.

Sometimes, orders are prematurely scanned as delivered and may still be held at the post office for pickup. We ask that you please take the following steps before we investigate further:

  • Check with your neighbors, roommates, property manager, or front office

  • Search around your porch or property in case the package was placed in a secure and hidden location

  • Confirm with your delivery provider to see if the package was held

If you don't receive your order within 14 days, please reach out to madewellforever@thredUP.com.

Something else is wrong with my order.

Our Customer Service team would be happy to assist you. Please email madewellforever@thredUP.com with your Order Number, and we will take it from there!

What is your cancellation policy?

Please reach out to madewellforever@thredUP.com with your order number to request a cancellation. If a cancellation is not possible due to immediate processing, take advantage of our easy returns process.

Can I change the shipping address on my order?

Please reach out to madewellforever@thredUP.com to see if an update to your shipping address is possible — make sure to include your order number and new address. Once an order has been processed, the shipping address cannot be changed. In these cases, we recommend establishing a mail forwarding address.

Can I change the payment method on my order?

Once an order has been placed, we cannot change the chosen payment method. If your order hasn’t been processed yet, thredUP Customer Service may be able to cancel your order. Please reach out to madewellforever@thredUP.com with your order number.

RETURNS

What is the return policy?

If you decide an item isn't the right fit for you, visit our Returns page to process your request. Returns must be sent back within 14 days of delivery. The 14-day timeframe starts when an item is delivered, not the order as a whole. If your order is arriving in multiple shipments, you may have different return windows. Multiple items may be sent in one package, as long as the return slips are included.

Refund Requirements:

  • Items MUST be returned in the condition that you received them (i.e., items that are New with Tags must have original tags attached, clothing must not be worn or washed, etc.).

  • Original shipping charge for returned items will not be refunded.

  • Final-item sales may not be returned

Your refund will be issued to your original form of payment. Note that a shipping return fee of $5.99 will be deducted from your refund.

Do you allow returns in Madewell stores?

We only accept online returns for Madewell Forever items at this time. Please visit our Returns page to process your return.

How long until I receive my refund?

Once processed, it may take your bank up to 7 business days to credit the refund to your account.

TRADE IN

How does trade in work?

Madewell is partnering with thredUP to let customers earn shopping credit for their gently used clothes.

How can I get a Clean Out Kit or a digital label?

  • Pick up a physical Clean Out Kit in stores or visit our Trade In page to print out a digital label for use on any box or envelope.

  • Have a Clean Out Kit from a store? To activate your kit before mailing, please click on “Activate a Kit” here and provide your email address to receive a Madewell e-Gift Card as quickly as possible.

What if I forget to activate my bag before mailing it back to thredUP?

Please email us at madewellforever@thredup.com with your bag number or kit tracking number and we’ll activate the kit for you.

How do I return my Clean Out Kit once it is ready?

Drop your package off at any USPS or FedEx location. Madewell stores are not accepting packages and all packages must be dropped off at any USPS or FedEx location.

Can I drop off my clothes at a Madewell store?

Currently, we only accept preloved jeans at Madewell stores (any brand, any fit). Our friends from thredUP and Cotton’s Blue Jeans Go Green™ program will responsibly reuse or recycle them and, for each pair you bring, Madewell will give you $20 off a brand-new pair (sorry, this discount does not apply to Madewell Forever items). Find a store near you.

What can I send in a Clean Out Kit?

We accept gently used women’s and kids’ clothing, handbags, shoes and accessories (any brand, any size).

All items should:

  • Be clean.

  • Have limited signs of wear, including pilling, fading and shrinkage.

  • Have no damage, such as missing parts, rips, stains or odors.

  • Have no alterations, including cut off labels or missing size information.

Please note: Only 50% of the items in the average Clean Out Kit meet thredUP’s quality standards.

What happens to the pieces that aren’t listed on thredUP?

Together with their partners, thredUP is committed to returning as many items as possible back into the circular economy and keeping them out of landfills. Pieces that are in good shape, but don’t meet thredUP’s quality standards, are evaluated for inclusion in thredUP’s Rescue program. Items that don’t qualify for listing or Rescue Boxes are reused or responsibly recycled by thredUP’s vetted network of textile recycling and reuse partners.

Can I track my items after I send them in?

Yes, we will email updates every step of the way. You will get notifications when we receive your bag, when your items are processed, and when you receive your Madewell e-Gift Card.

How long will it take to process my items?

Once you’ve dropped off your kit to USPS or FedEx, delivery to thredUP can take up to three weeks. After it is received, it will take up to four weeks to process.

How much does a Clean Out Kit cost?

There's no charge for physical Clean Out Kits or digital labels and both are free to return.

What will my payout be?

You can earn 4%- 56% of the estimated resale value of the accepted items per kit. Higher-end brands get you a higher percentage of the payout. See table below.

PRODUCTS

What condition are Madewell Forever items?

All Madewell Forever items are processed and inspected according to strict quality standards to ensure they are “re-sellable,” meaning no signs of wear (pilling, shrinkage, fading), no damage (missing parts, rips, stains, odors), and no alterations.

I can’t find my size or a color for a specific item.

Our inventory is constantly changing because we receive items from our customers’ closets. We list new items every hour, so check the site often to find your perfect match!

OTHER

Does this purchase count towards my Madewell loyalty spend?

Purchases on Madewell Forever do not count towards your loyalty points.

Can I use a Madewell gift card or discount codes on Madewell Forever?

No, Madewell gift cards and discount codes are not valid on Madewell Forever purchases.

Can I buy a Madewell Forever gift card?

Unfortunately Madewell Forever gift cards are not available at this time.

Can I buy a Madewell Forever items in-store?

Madewell Forever is not available in stores at this time.

Contact

Have additional questions? Reach out to us at madewellforever@thredUP.com. Please note that all Madewell Forever customer service questions will be handled via this email. For any Madewell-related customer service questions, please visit madewell.com

Who is thredUP?

thredUP is transforming resale with technology and a mission to inspire a new generation of consumers to think secondhand first. By making it easy to buy and sell secondhand, thredUP has become one of the world’s largest resale platforms for women’s and kids’ apparel, shoes, and accessories.

*$20 discount valid on purchase of full-price Madewell branded jeans made in Madewell stores or at madewell.com when you contribute one pair of jeans to Madewell's denim upcycling program. Not valid on phone orders. Discount cannot be applied to previous purchases or the purchase of gift cards and cannot be redeemed for cash or combined with any other offer. Discount not valid on Madewell Forever styles or third-party branded merchandise. All denim collected at stores will be recycled through Cotton's Blue Jeans Go Green™ program or resold through Madewell Forever or thredUP.com. Terms are subject to change. Blue Jeans Go Green™ is a trademark of Cotton Incorporated.