Private by design. Clear by choice.

Terms & conditions

Who may order

You must be at least 18 years old to use this website or purchase from Madame Oh. By placing an order, you confirm that the details you provide are accurate and that you are authorised to use the selected payment method.

Prices and orders

Prices are shown in Australian dollars and include GST where applicable. Delivery charges are shown before payment. An order is accepted when we send an order confirmation. We may cancel and refund an order if an item is unavailable, a price is clearly incorrect, or we reasonably suspect fraud or misuse.

Products and availability

We take reasonable care to describe and photograph products accurately. Colour and appearance can vary slightly between screens and production batches. Availability may change without notice.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits your rights to a repair, replacement, refund or other remedy where those rights apply.

Website use

Madame Oh owns or licenses the website content, photography, brand assets and product copy. You may not reproduce or commercially use them without written permission. You must not misuse the website, interfere with its operation or attempt unauthorised access.

Returns policy

Faulty, unsafe or incorrectly described products

Your rights under the Australian Consumer Law always apply. If a product is faulty, unsafe, materially different from its description or otherwise fails a consumer guarantee, email us with your order number and a description of the issue. We may ask for photographs or assess the item before confirming the appropriate remedy.

For a major failure, you can choose a refund or replacement. Other failures will be handled in accordance with the Australian Consumer Law. We cover reasonable return delivery costs for confirmed consumer guarantee claims.

Change of mind

We offer change-of-mind returns within 30 days of delivery for unopened intimate products with the hygiene seal intact, and unworn lingerie with original tags and hygiene liner attached. Items must be in their original, resaleable condition. Return postage for an approved change-of-mind return is paid by the customer.

For hygiene reasons, opened intimate products and worn or altered lingerie cannot be returned for change of mind. This hygiene rule does not restrict your rights where a product fails a consumer guarantee.

Starting a return

Email hello@madameoh.com before sending anything back. Include your order number and the reason for your return. We will provide the return address and next steps.

Shipping & delivery

We currently deliver within Australia. Available delivery methods, charges and estimated timeframes are shown before payment. Once your order leaves us, we will send tracking details to the email address used at checkout.

Discreet packaging

Orders are sent in a plain outer parcel with no product names or intimate descriptions on the outside. Carrier labels still include the delivery information required to reach you.

Delays, loss and damage

Delivery estimates are not guarantees. If an order is delayed, damaged or appears lost, contact us so we can investigate with the carrier. If we cannot supply your order within a reasonable time, we will provide an appropriate solution, which may include a replacement or refund.

Address checks

Review your delivery details carefully before confirming an order. Contact us immediately if an address needs changing. We cannot guarantee changes once an order has entered fulfilment.

Privacy policy

Information we collect

We may collect your name, contact details, delivery address, order history, customer service messages and basic website usage data. Payment details are processed by our payment provider; we do not need to store complete card details.

How we use and share it

We use personal information to process orders, deliver parcels, respond to requests, prevent fraud, improve the website and meet legal obligations. We only share information with service providers where needed to run the store, such as payment, hosting, email, analytics and delivery partners, or where required by law.

Marketing and cookies

We send marketing only where you have consented or where otherwise permitted. You can unsubscribe at any time. The website may use essential cookies and, when enabled, analytics tools. Browser settings can be used to control cookies, although blocking essential cookies may affect store functions.

Access, correction and questions

You may ask to access or correct personal information we hold about you, or raise a privacy concern, by emailing hello@madameoh.com. We take reasonable steps to protect personal information and keep it only for as long as required for business and legal purposes.

Product care & safety

• For adult use only. Keep products and packaging away from children.
• Read the instructions supplied with each product before first use.
• Clean products before and after use according to their care instructions.
• Use only compatible charging cables and never charge a damaged product.
• Do not assume a product is waterproof unless its instructions say so.
• Stop use if you experience pain, irritation, numbness or unusual discomfort.
• These products are not medical devices and are not a substitute for medical advice.

Contact

Questions about an order, delivery, return or privacy request can be sent to hello@madameoh.com. Include your order number when contacting us about a purchase. A return address will be provided after your return request is reviewed.