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FAQs

More is not extra it is earned.

Seller FAQs
Buyer FAQs
Account & Sign-In FAQs

Seller FAQs

Once you sign up, we’ll guide you through the process of setting up your boutique and customized storefront. You can set a storename, provide a logo for yourself or your brand, description, and photos and videos to make your store stand out. Not ready to set up your storefront right away? No problem, you can set it up later by clicking Customize on your boutique, and we’ll guide you through the process from there!

Once your buyer provides their payment information, we’ll auto-create a shipping label and notify you through email and/or an app notification that the order is ready to ship. Currently Madilyn James supports shipping through USPS. Simply print out the label, stick it on your box, and drop off at your local USPS. You can also bypass shipping labels entirely by choosing to receive QR codes instead, in which case you show the USPS representative the QR code for the package at drop off. Didn’t get the email notification, or need a custom label for an oversized package? No problem! Go the order in My Orders, select the item, and choose to print out the label from there, or generate an entirely new one based on your shipping requirements. The extra shipping cost for the custom label will be deducted from the seller’s earnings on the item. Want to avoid the post office? Schedule a USPS package pick up!

Package Pickup is the easy, convenient way to send packages. Just submit your request online at Schedule a Pickup | USPS and your letter carrier will pick up the packages. This service is free of charge, regardless of the number of packages you are sending. You can schedule your Package Pickup up to six months in advance and for any number of days during the next year.

Buyers pay for shipping by default, but sellers can choose to run promotions where they cover all or part of the shipping costs. Heavier/larger items that require an upgraded shipping label incur additional shipping costs that are taken from the seller’s earnings.

We welcome clothing (men, women, and kids), accessories, shoes, bags, jewelry, handmade items, decor, costumes, collectibles, games, electronics, crafts, books, and more! Whether your items are brand new, secondhand, custom-made, or luxury designer pieces, they’re all welcome on Madilyn James as long as they meet our community guidelines.

Your shipping label has a tracking number on it, and this tracking number is also sent in the notifications to you and your buyer. Clicking the tracking number link in the notification will take you to the USPS tracking page for your package. You can also visit the USPS tracking page and put the number in manually. And you can always find the tracking number on the order under My Orders.

Personal information like your legal name, taxpayer information and other items Madilyn James may require can be updated on your Profile page. Madilyn James will only ask you for information that is strictly required for legal, verification or tax purposes. We will only accept information updates on our verified Profile pages, and Madilyn James will never ask you for information through email, text, SMS or any other means.

Management tools to assist you with managing your sales, boutique and storefront can be found on your My Sales page. We are constantly adding new tools to make your selling experience as productive as possible, so check back often!

Please email us at customerservice@madilynjames.com.

NOT ACCEPTABLE! Please email us at customerservice@madilynjames.com immediately! You may also submit a complaint by clicking Support.

Once your buyer has accepted their delivery, your earnings will be automatically placed into your Maddie Wallet. You can track your balances on the My Balances page.

You do this through a process called “redemption”. From the My Balances page, click or tap the Redeem button. We currently only support direct deposit to a US bank (ACH).

On the web, go to https://app.madilynjames.com/closeaccount, or on the MJ mobile app, click Profile and Close Account. We will be in touch to guide you through the process of closing your account, including closing out pending orders, removing listings and making sure you receive any outstanding balances.

Yes! You can put your store in “away” mode and this temporarily places your store on hold which means shoppers can still view your storefront, but they won’t be able to make purchases. You can turn this setting off anytime — simply log in and toggle away mode on or off from the top right corner of your boutique dashboard.

There are several reasons why your listing may be put under review, including suspected policy violations, automatic fraud detection, and reasons related to our policies governing what items we accept for resale. See our section on Guidelines and Prohibited items for more information.

Sales tax may be added to orders shipped to a U.S. address, depending on state and local requirements. The amount is based on several factors, including the delivery address, the seller’s return address, and shipping costs. The exact tax will be calculated at checkout so there are no surprises.

If your account has been suspended, Madilyn James will notify you of this decision with a reason and steps for resolution. Once you have completed the resolution steps, or if you need more information about the suspension, reach out to us at customerservice@madilynjames.com or submit a support request through the web or mobile app.

We charge a flat 7.5% commission on each sale. There are no listing fees or hidden costs, so you keep more of what you earn!

Sellers can offer shipping discounts by choosing to cover some or all of the shipping. We don’t have bundle deals just yet.

Not at this time, but check back for updates!

High quality images and videos, include lifestyle photos when possible, great product descriptions, add new items often and rotate out items, competitively price your items, invite others to check out your boutique on MJ, research what is “in” right now.

Buyer FAQs

Nope! You only need an account to buy and sell.

Madilyn James supports all major credit cards (Visa, Mastercard and Amex) and Stripe Link. We will soon offer Amazon Pay, Google Pay and Apple Pay, so be sure to check back!

We do not currently. We support shipping within the United States.

Once the order is placed, but if something goes awry with the seller, all funds are refunded to the buyer.

Please call or email us at customerservice@madilynjames.com.

An order may be canceled if the seller does not ship it within 72 hours.

Customer support is available through email at customerservice@madilynjames.com. In addition, please use the Support icon on the app or site. You may also request a call back here. Our hours of operations are 9 AM – 5 PM EST.

Shop and sell 24/7! Our hours of operations are 9 AM – 5 PM EST. You may send us an email at customerservice@madilynjames.com or request a call back here. We will respond as soon as possible!

Our focus is to build a community that communicates effectively and efficiently. Please comment on an item if you have a question (chances are someone else has the same question). If you have a specific question that you would like us to help with, please email customerservice@madilynjames.com.

There are a few ways you can find the boutique you are looking for. First, you can type the boutique name into the search bar at the top of the page to quickly locate the boutique. Second, all product listings have the boutique or storefront name on them, and clicking that name (or avatar) will take you directly to that boutique. Finally, if you are following any boutiques (which you can do by clicking the Follow button on a boutique you are viewing), you can click the Favorites link at the top of the page to quickly navigate to all your favorite boutiques.

A seller has 72 hours to ship your order. USPS shipping typically takes 3-5 business days. Once your order is processed, you will receive a tracking number link which you can also find under My Orders.

To check on the status of your purchase or order, go to My Orders on the web app under the profile menu, or click My Orders on the mobile app. From there you can check on your current and past purchases you’ve made on Madilyn James.

First, THANK YOU for shopping with us! Please note, all sales are final sale and are not eligible for return. However, Madilyn James may allow you to return an item or offer a refund for an item in limited circumstances. Specifically, buyers may open a formal return case with us by contacting us at customerservice@madilynjames.com within 48 hours from delivery (as determined by the tracking information related to the shipping label for the item) if an item does not match the listing for the item or is missing from a delivery. Damaged items, trades, offline transactions, items that do not fit, or orders where the buyer changed their mind are not subject to a refund under any circumstances. When a return case is opened, the buyer must upload photos and provide any additional details describing the issue as requested by Madilyn James support. Madilyn James will review the case, and if the request is approved, Madilyn James will provide the buyer with a label to return the item to the seller. Once the return has been delivered to the seller, the buyer will receive a full refund within a reasonable time period following confirmation of the return. With respect to items that are missing from a delivery, the buyer will receive a full refund within a reasonable time period following Madilyn James’ approval of the refund request. Phew, that was a lot – blame the attorneys 😉

A tracking number is sent in the notifications sent both to you and your seller via email. Clicking the tracking number link in the notification will take you to the USPS tracking page for your package. You can also visit the USPS tracking page and put the number in manually. And you can always find the tracking number on your order in My Orders.

Please review the tracking details of your order via www.usps.com and locate the picture of the delivered item. Double-check around your front door, porches and the mailbox. If you still can’t find your package, please contact us within 48 hours at customerservice@madilynjames.com.

Well, that’s not good! Please email us at customerservice@madilynjames.com immediately and we will investigate this for you!

Please call 540-242-4838 or email customerservice@madilynjames.com immediately!

Please email us at customerservice@madilynjames.com.

Great question! Any item over $1000 is automatically sent to our authentication center by the seller once it is purchased. A buyer may also manually request authentication for any item that is $50 or more prior to making a purchase. Our professional authenticators then complete the authentication of your item. If the item passes authentication, we will promptly ship it to the buyer. If it does not, the sale is canceled, and we will handle the counterfeit item and seller as we deem necessary. Read more about the Maddie Guarantee and our terms and conditions.

Madilyn James charges a flat, non-refundable fee of $50 for our authentication services, regardless of whether the item passes authentication. The seller will be charged the authentication fee for items greater than $1000. If the buyer requested authentication, the buyer will be charged the authentication fee for these items. Read more about the Maddie Guarantee here.

Authentication is not only a technical requirement at Madilyn James. It is a business necessity that builds security, trust and credibility. Our mission is to prevent fraud whenever possible to safeguard our reputation, giving our buyers confidence that their money and shopping experience is protected.

We want every buyer to feel confident shopping with us. Here’s how we keep things safe:

  • Authentication for high-value items: Any item over $1,000 is professionally checked to make sure it’s genuine. If it’s not, we issue a full refund.
  • Verified sellers: We review every seller before they can list items.
  • Monitoring for suspicious activity: We regularly check listings for anything that looks off and remove anything that doesn’t meet our standards.
  • Secure payments: All transactions go through trusted payment processors for added protection.


Shopping with Madilyn James means you can buy with confidence—authentic items, safe sellers, and clear protections for you.

There are no marketplace fees for buyers on Madilyn James aside from sales tax and a flat $7.70 shipping fee when the seller is not covering shipping.

Sales tax may be added to orders shipped to a U.S. address, depending on state and local requirements. The amount is based on several factors, including the delivery address, the seller’s return address, and shipping costs. The exact tax will be calculated at checkout so there are no surprises.

Not at this time, but check back for updates!

Yes! Every Madilyn James member gets a personal referral link they can share with friends and family. When someone signs up using that link and makes their first purchase, the referrer earns 1,000 reward points. No codes to enter, no forms to fill out. To find your link, go to your Account page and tap “Refer a Friend.” Your unique referral link is ready to share with as many people as you’d like.

Go to your account settings, click close account…we will be in touch to guide you through the process of closing your account, including closing out all pending orders, removing listings and making sure you receive any outstanding balances.

Account & Sign-In FAQs

Creating an Account

You can create a Madilyn James account in two ways:

  1. Email Sign-Up: Visit our Sign Up page and fill out the form with your username, email, name, and password. You’ll need to accept our Terms & Conditions, then verify your email address with a code we send you.
  2. Social Sign-In: Click “Continue with Google,” “Continue with Facebook,” or “Continue with Apple” to sign up using your existing social account. This is the fastest way to get started!

For email sign-up, you’ll need:

  • A unique username
  • A valid email address
  • Your first and last name
  • A password that meets our security requirements


For social sign-in, we’ll get your basic information from your Google, Facebook, or Apple account.

Yes! When you sign up with email, we’ll send a 6-digit verification code to your email address. Enter this code to complete your registration. This helps us keep your account secure and ensures we can reach you with important updates.

  1. Check your spam or junk folder
  2. Make sure you entered the correct email address
  3. Click “Resend Code” to get a new verification code
  4. If you still don’t receive it, contact us at customerservice@madilynjames.com

Signing In

You can sign in at our Sign In page using:

  • Your username or email address and password
  • Google, Facebook, or Apple (if you signed up with a social account)

Social sign-in works by matching your email address. If you signed up with an email address and later try to sign in with a social account that uses the same email, you’ll be signed in to your existing account.

No problem! If you click “Continue with Google,” “Continue with Facebook,” or “Continue with Apple” and we don’t find an existing account with your email, we’ll automatically create one for you. You’ll then go through our quick onboarding process to personalize your experience.

  1. Go to the Sign In page
  2. Click “Forgot your password?”
  3. Enter your email address
  4. Check your email for a password reset link
  5. Click the link and create a new password

Common reasons for sign-in issues:

  • Wrong password: Try resetting your password using the “Forgot your password?” link
  • Wrong username/email: Make sure you’re using the correct username or email address
  • Account doesn’t exist: You may need to sign up for a new account
  • Social account mismatch: If you signed up with Google, Facebook, or Apple, use the same method to sign in

Account Security

  • Use a strong, unique password
  • Don’t share your login credentials with anyone
  • Sign out when using shared devices
  • Keep your email account secure (it’s used for password resets)

Yes! You can change your password in your account settings, or use the “Forgot your password?” feature on the sign-in page.

Onboarding

After creating your account, we’ll ask you a few quick questions to personalize your Madilyn James experience:

  • What brings you here (buying, selling, or both)
  • Your zip code (for local listings and tax purposes)
  • Your favorite brands
  • Optional storefront setup if you plan to sell

Yes! You can click “Do this later” to skip onboarding and go straight to browsing. You can always complete these steps later in your profile settings.

A storefront is your personalized boutique on Madilyn James. If you plan to sell, you can customize your storefront with a unique name, description, and style to make your listings stand out!

Still have questions?

We’re always here to help.

Contact Us

Our Mission is to foster a community of freedom, empowerment, and personal growth, where anyone in the community can shop and sell easily, ethically, and sustainably through our online marketplace.

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