To our community:
Your health and safety continues to be our top priority, and due to the ongoing impact of COVID-19 around the world, our stores remain closed indefinitely. In addition to these store closures, all community events have been canceled. We are closely monitoring the situation with guidance from the Centers for Disease Control and Prevention and the World Health Organization and will share updates about timing for store reopenings as soon as we have them.
We remain open at madewell.com and our customer service team is here and ready to assist you. Please don’t hesitate to reach out: you can always email us at email@example.com, chat us or call. Need styling advice? Email firstname.lastname@example.org.
We’ve added some FAQs below to provide additional information around what we are doing during this time, but it remains uncharted territory for us all, and we want to hear from you. Reach out to us via email, talk to us on social media, tell us what you want to see and hear from us, when we’re getting it right and when we aren’t. And for our part, we promise to continue to be a place to inspire you, to encourage you and—now more than ever—to make you smile.
Take care, stay well and let’s live #everydaytogether.
Love from all of us,
ARE ALL MADEWELL STORES CLOSED? IF SO, FOR HOW LONG?
To ensure that we’re doing whatever we can to help contain the spread of COVID-19 and keep our employees, our customers and our community healthy and safe, we have temporarily closed all of our stores and canceled all in-person events. We are continuing to closely monitor the situation and will share updates as needed.
WILL E-COMMERCE STAY ACTIVE?
We remain open 24-7 so you can shop at madewell.com—our customer service team is ready to help with any and all questions via phone, email and chat.
Email us at email@example.com, chat us (9am–11:59pm ET) or call us at 866 544 1937 (U.S.), 434 385 5792 (International), any day, 7am–11:59pm ET.
SHOULD I EXPECT A DELAY WITH MY ORDER?
You may experience shipping delays, as we have implemented a social distancing plan as a precaution for the teams in our distribution centers and this may temporarily slow down processing.
WILL YOU OFFER FREE SHIPPING AND RETURNS?
As always, we offer free shipping and returns with our loyalty program, for more info visit www.madewell.com/insider.
WILL YOUR RETURN POLICY CHANGE?
Our return policy is flexible for anyone who needs additional time. We’ve extended the policy to 60 days, but if you need longer, you can send us an email and we can assist.
IF YOU ARE SHIPPING, DOES THIS MEAN YOUR SHIPPING FACILITIES ARE STILL OPEN? WHAT ARE YOU DOING TO KEEP DISTRIBUTION STAFF SAFE?
Our shipping facility is still open. In addition to following CDC guidelines and regular deep cleanings, our team is wiping down all high-touch surfaces throughout the day. For any team members who may be sick or feeling ill, we are encouraging them to stay home, and we are extending sick leave as applicable.