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Frequently Asked Question
Have questions? We’ve compiled the most helpful answers to make your shopping experience smooth and hassle-free.
ORDERING & PAYMENT
How do I place an order?
Shopping with us is easy! Simply browse our collection, select your desired items and sizes, and add them to your cart. When you're ready to checkout, click the shopping cart icon, review your items, and proceed to checkout. You'll be prompted to enter your shipping information and payment details. Once your order is confirmed, you'll receive an email confirmation with your order number and details.
What payment methods do you accept?
As we just soft launched, our payment methods are limited to GCash and Paypal. Rest assured, we are working to expand this in the future. All transactions are processed securely through our encrypted payment system to protect your information.
Can I modify or cancel my order after placing it?
We process orders quickly to get your activewear to you as fast as possible! If you need to modify or cancel your order, please contact us immediately at hello@shopmaddi.com with your order number. If your order hasn't been processed yet, we'll do our best to accommodate your request. Once an order has shipped, we cannot make changes, but you can always return or exchange items following our return policy.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect your payment information. We do not store your credit card details on our servers. All transactions are processed through secure, PCI-compliant payment gateways.
SHIPPING & DELIVERY
Where do you ship to?
We ship worldwide! For local (PH) orders, we use J&T Express, and for international orders, we use FedEx.
How long will my order take to arrive? How much does shipping cost?
Delivery Area
- Metro Manila - 1-3 business days | ₱150
- Outside NCR (within Luzon) - 1-5 business days | ₱220
- Visayas & Mindanao - 5-7 business days | ₱330
- International - 5-7 business days | International shipping rates are calculated by FedEx based on: (Package weight and dimensions, Destination country, Current FedEx rates)
*Please note that processing time is separate from shipping time. Orders placed on weekends or holidays will be processed the next business day.
**Shipping rates and delivery timelines for local orders are based on J&T Express's current rates and service standards. These are subject to change should J&T Express update their pricing or delivery schedules. Any changes will be reflected on our website.
For more information, check our Shipping Policy - Maddi
How can I track my order?
Once your order ships, you'll receive a shipping confirmation email with a tracking number. You can track your package by clicking the tracking link in the email or by logging into your account and viewing your order history. Tracking information may take 24 hours to become active.
What happens if my package is lost or stolen?
We want to make sure you receive your order! If your tracking shows the package was delivered but you didn't receive it, please check with neighbors and your building's front desk first. If you still can't locate your package, contact us within 7 days of the delivery date at hello@shopmaddi.com. We'll work with the carrier to investigate and find a solution, which may include filing a claim or sending a replacement.
RETURNS & EXCHANGES
What is your return policy?
We want you to love your activewear! If you're not completely satisfied, you can view our policy here: [Final] Return and Exchange Policy - Maddi
SIZING & FIT
How do I find my size?
We provide detailed size charts for every product on its respective product page. Click the "Size Guide" link near the size selector to view measurements. We include bust, waist, hip, and inseam measurements where applicable. For the best fit, measure yourself and compare to our size chart rather than relying on sizes from other brands.
Do your items run true to size?
Most of our activewear runs true to size! However, specific fit notes are included on each product page. Some customers prefer to size up in our compression leggings for a more comfortable fit, while our relaxed-fit pieces may run slightly oversized. Check individual product reviews for real customer feedback on sizing.
What if I'm between sizes?
If you're between sizes, we generally recommend:
- Size up if you prefer a more relaxed, comfortable fit
- Size down if you prefer compression and a snug fit
- Check the product description for style-specific recommendations
- Read customer reviews for insights on how others sized
PRODUCT INFORMATION
What materials are your products made from?
All fabric compositions are listed on individual product pages. Our fabrics are tested for durability, colorfastness, and performance.
Are your products squat-proof?
Absolutely! All our leggings and shorts undergo rigorous squat tests to ensure they're completely opaque, even during deep squats. We stand behind the quality and coverage of our activewear.
Do your leggings have pockets?
All of our bottoms have pockets hidden at the back.
CARE INSTRUCTIONS
How should I wash my activewear?
To keep your activewear looking and performing its best:
- Wash with cold water (at or below 30°C) with similar colors.
- Do not bleach.
- Do not tumble dry.
- Do not iron.
All of our product descriptions will also indicate the care instructions.
ACCOUNT & MEMBERSHIP
Do I need an account to purchase?
No, you can checkout as a guest! However, creating an account offers benefits like:
- Faster checkout
- Order tracking and history
- Easy returns and exchanges
- Saved addresses and payment methods
- Early access to sales and new arrivals
- Rewards points with every purchase
How do I create an account?
Click "Sign In/Create Account" at the top of the page, then select "Create Account." Enter your email address and create a password. You'll receive a confirmation email to verify your account. You can also create an account during checkout!
What are the benefits of creating an account?
Account holders enjoy exclusive perks:
- Early access to sales and new collections
- Faster checkout experience
- Easy order tracking and returns
- Personalized product recommendations
PROMOTIONS & DISCOUNTS
How do I use a promo code
Enter your promo code in the "Discount Code" field at checkout and click "Apply." Your discount will be reflected in your order total. Promo codes must be entered before completing your purchase and cannot be applied retroactively.
Can I use multiple discount codes?
Only one promo code can be used per order. If you have multiple codes, we recommend using the one that provides the greatest discount.
When do you have sales?
We run seasonal sales throughout the year, plus special promotions during major holidays. Follow us on social media and sign up for our newsletter to be the first to know about upcoming sales, exclusive discount codes, and flash deals!
