Return Policy | Return or Exchange

 
Return & Exchange Policy
We want you to love your purchase! If you need to return or exchange an item, please review the following guidelines:

General Policy
  • Merchandise Credit Only: No cash, credit, or debit card refunds will be issued.
  •  Return Window: All sales are final 14 days after the delivery date.
  • Shipping Costs: Shipping fees are non-refundable.

Holiday Gift Return Policy

  • Eligible Orders: Purchases made between November 1, 2025 – December 24, 2025.
  • Gift Return Request Deadline: December 31, 2025.
  • Return Deadline: Merchandise returns accepted through January 15, 2026.
  • Restocking Fee Waiver: Gift returns processed between December 26, 2025 – January 15, 2026 will not incur the 15% restocking fee.
  • Credit Issued: A digital gift card equal to the value of the returned item will be provided.

Restocking Fee
  • Effective April 1, 2021, a 15% restocking fee applies to all returns (except exchanges).
  • This fee offsets banking and shipping costs.
  • Exchanges for size, color, or style are exempt from the restocking fee.

Shipping Costs for Exchanges: 
  • Domestic: $15 flat rate.
  •  International: All shipping and taxes are the customer’s responsibility.

Non-Returnable Items
  •  Fur products (outerwear, accessories, footwear, home accents)
  • Special orders (custom or out-of-stock items)
  • Gift cards (digital or physical)
  • Sale/Clearance items (including items ending in .99)
  • Fine jewelry (necklaces, earrings, bracelets, rings)

Important Notes
  • Package Protection & Shipping fees are non-refundable.
  • Items must be in resalable condition. Non-compliant returns will not receive credit.
  • If you receive a defective, incorrect, or incomplete order, contact us within 2 business days at: Phone: 203-421-6799 or Email: customerservice@robertsonmadison.com

Return Process

1. Submit a Return Request: Email customerservice@robertsonmadison.com with your name, order number, and reason for return.
2. Receive Authorization: Wait for approval before shipping.
3. Ship Items To:
Robertson Madison
69 Wall Street
Madison, CT 06443
We recommend insured, trackable shipping. We are not responsible for lost or damaged packages.
Processing Time: 2–3 business days after receipt. Store credit will be issued via digital gift card by email.

Order Cancellation
  • To cancel an order, call 203-421-6799 within 1 hour of placing your order.

Frequently Asked Questions (FAQ)
1. Can I get a cash refund?
No. We only issue merchandise credit in the form of a digital gift card.
2. How long do I have to return an item? 
Returns must be requested within 14 days of delivery. Holiday gift returns have extended deadlines (see above).
3. Do I need the original receipt?
Yes. Please include the original or gift receipt to ensure proper credit.
4. Are sale items returnable?
No. All sale and clearance items are final sale.
5. What if my item is defective or incorrect?
Contact us within 2 business days of delivery at customerservice@robertsonmadison.com or call 203-421-6799.
6. Do I pay for return shipping?
Yes. Customers are responsible for all return shipping costs. For exchanges, a $15 shipping fee applies within the continental U.S.
7. How will I receive my credit?
Credits are issued as a digital gift card via email within 2–3 business days after we process your return.