We regret your order has not been received.

You may wish to try to resolve the problem (see below for possible reasons, with solutions) or if you would prefer, please call us on +44 (0) 1245 425045 between 9:00 and 18:00 GMT (GMT is the same as US Eastern time plus 5 hours) or email us at sales@madelena.com at any time, quoting to us the items you are interested in. To speed up processing your order include ID numbers of the items you are interested, in any correspondence. We apologise for any inconvenience this may have caused you.

Known 'Shopping basket' problems and solutions

Is it possible you have not made any clicks on the madelena website for 20 minutes or more? This will cause what is known as a 'Session timeout', whereby all details stored for your visit are automatically erased. To avoid this, make sure you do not leave your browser idle for 20 minutes or more.

If this is clearly not the case, the most likely cause of the problem are your browser settings. Our shopping basket facility (like the vast majority of other websites) uses cookies to remember what you have put into your basket. Cookies are small pieces of information "remembered" by your browser. To see how to set up your browser to accept cookies, click here.

If you are working on a network behind a firewall, there could be an issue with this. Contact your network administrator and ask them for advice.

If you have tried the above and still cannot use our shopping basket facility, contact us at sales@madelena.com with details of your experience, including any error messages.