Help Centre

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General

What is MADThread?

MADThread is Singapore’s newest fashion rental platform that offers unlimited styles for women. Ever dreamed about an endless closet packed with curated designer brands? It’s real. Except it takes up no space and does all your dry cleaning. Whether you need a sequined day-to-night dress for work or a classic blue number that shouts boardroom chic, we let you experiment with different looks without breaking the bank.

Our mission?

MADThread is on a mission to take the hassle out of shopping, but not the fun. Mad styles. Price down. On-demand. We’re obsessed with building a one-stop subscription platform that our customers love and can’t do without.

Why rent and not just buy?

Because our Mother Earth deserves better. Millions of tonnes of clothes go into landfills or are incinerated every year because they go unsold or are simply tossed out. Less waste and pollution. Sharing clothes are a great way to experiment with new styles whilst being just a little bit more accountable to our environment. It’s easier on the wallet, too. Wouldn’t you agree?

How are you different from other subscription services?

Our MADSwap delivery service! We're the ONLY subscription rental service in town that promises easy, next-day deliveries where you get your new tote and return the current tote you have on hand at the same time, in a single trip. No double deliveries. Shorter time slots. We think that brings a whole new meaning to fashion on-demand.

We’re also crazy about sourcing for cult brands from all over the world. Although fashion knows no boundaries, our styles come in only a few unique pieces so you’re rarely caught wearing what someone else on the platform is. Don’t worry, there are thousands of apparel for everyone to choose from. We’re constantly polling you for feedback and apparel reviews the minute you sign up and start renting – so we can continue to offer an unbeatable range of styles and sizes, personalized to you.

Are the clothes clean?

Yes! We deliver ‘em sparkling fresh, disinfected and thoroughly clean.. Our close partnership with our laundry partner who has decades of experience ensures quality, professional dry-cleaning standards. The clothes are inspected by our QC team to be in like-new condition before they are sent out. Find out more about our quality standards here.

Subscription

Is there a subscription fee?

ALL NEW PRICE PLANS start from $39 to $199: Now you can choose between renting just one-off for a special occasion (no subscription needed) or subscribing to a VIP Plan.

How do I subscribe?

Sign up via our website or mobile app. Key in your credit card details to start subscribing and get your tote the next day.

How does MADThread work?

Browse our closet in the cloud. Select 3 available items you want delivered. We deliver right to your door step the next working day in a convenient tote bag, professionally dry-cleaned, pressed and ready-to-wear. Dry cleaning and deliveries are free.

Feel like a change of clothes? Select another 3 items, schedule for a MADSwap delivery and we’ll come by the next working day to swap the pieces you have on hand for the new 3 pieces, in a single trip. This means we’ll pick up your current tote, in exchange for your new tote, with no processing time in between! Yup, we hate waiting too.

How long can I keep the tote?

For our one-time tote rentals: You would only be allowed to keep the tote for and return it to us within a 7 day period. The 7 day period starts upon the day that you have received your one-time tote order.

For any late returns of one-time tote rentals: There will be a $15 NON-REFUNDABLE charge per day for the first 3 days past the scheduled date of return (eg. If I received my one-time tote on 14 Nov, I would have to return it before 21 Nov). After 3 days, this will result in a charge that will be the total retail price of ALL items in the tote that was rented at the time that it was bought by the company.

For our Starter, Unlimited and Unlimited VIP plans: You may hold onto the tote as long as your subscription is active however, we will like to encourage you to place as much swaps as possible!!

Can I rent the same thing twice?

Sure! If the item is available, you can rent it as many times as you want.

MADSwap

What's a MADSwap delivery?

Enjoy instant new picks with no processing time between returns and deliveries! Whenever you want a change of clothes, browse our styles and select another 3 new items. Schedule a MADSwap via our app. When our delivery person arrives, return the rented 3 styles on hand and receive your 3 new styles at the same time - in a single on-the-spot exchange. No processing time in between!

Can I rent more than 3 pieces of clothing at one time?

Unlimited $99 Plan: For each MADSwap, you are only entitled to 3 pieces. However, we do have the option of upsizing your tote at a price of $35! Therefore, you would be able to get 3 additional items in your next tote! You will have to ping us on intercom if you would like to proceed with this option.
For example : If you are subscribed to our Unlimited plan whereby you can get 3 items (1 Standard item and 2 Premium items), if you upsize your tote, you can get 6 items in your next tote (2 Standard items and 4 Premium Items).

Can I get a refund for unused swaps?

Unfortunately, we are unable to facilitate any retrospective refunds for underutilized subscriptions once the system has billed for the transaction.

Maintenance and Damages

I received a damaged item, what should I do?

Please chat with us in-app and snapshot images of the item as soon as possible. We’ll make it up to you, we promise!

What happens if I stain or damage the item?

Please chat with us in-app and send us snapshot images of the item as soon as the incident happens. Upon the return of your tote, our professional dry-cleaners and tailors are equipped to handle most stains/slight damages and recommend that you do not attempt to remove the stains yourself.

Unfortunately, it is our company’s policy to bill our customers for any lost or permanently damaged item at full retail price should the item be beyond repair. If the damage of the item can be fixed/reversed (and we promise you that we’ll try our very best!), customers will be charged a nominal repair cost or additional dry cleaning cost. These charges have been laid out in our Terms and Conditions.

Please take care of our goodies! This allows everyone in the sharing community to enjoy our closet in the cloud.

Do I have to wash the items before returning them?

Please don’t attempt to wash our delicates as they may get damaged. Leave it with us! We partner closely with professional dry-cleaners to ensure that each piece is delivered to you sparkling fresh, disinfected and thoroughly cleaned.

Will the items need to be ironed before wear?

All items will come steamed and pressed before delivery. However, some delicate items may experience wrinkling during the delivery process. You can either use a garment steamer or an iron on low heat. Please refer to the care instructions on the label tags on the clothes for more information.

Can I alter the item?

No, please refrain from altering or sewing onto any of our items! Most of the lengths have been altered professionally by us to fit the average Asian height. If need be, you can use Hollywood tape as a temporary solution, provided you remove it prior to returning the item. No holes, please!

Payments

What are the payment methods?

Visa, Mastercard and Amex credit and debit cards are all accepted. If you do encounter difficulties, give us a holla and we’ll get back to you pronto.

Is my card information safe?

Absolutely! We use Stripe, a trusted global online payment processor. None of your credit card data will be stored on our servers. All transactions are SSL (Secure Socket Layer) protected. Stripe is also a PCI Service Provider Level 1, which is the highest grade of payment processing security. They handle billions of dollars’ worth of transactions around the world every year. Your information is safe!

How am I being billed for my subscription?

Your monthly billing cycle begins as soon as you enter your join code and credit card details. Automatic payment occurs on the date you subscribed on, for every subsequent month.

Styles and Sizing

How are items categorised?

On the app, you can filter through the selection according to Brand, Type, Retail Price, Size, Colour, Occasion, Sleeve and Neckline.

What sizes do you carry?

We currently carry sizes XXS to L. MADThread sizing typically corresponds to UK sizing.

How do I know if the clothes fit?

In every product page, we have carefully detailed the clothing fit, fabric type, stretchability and measurements for your easy reference. In your first tote, we'll send you a measuring tape, so you can key in your vital measurements on our app and compare this against the clothing measurements.

Why do you need my measurements?

Having your measurements allows you to find the best fit possible. As sizing may differ from brand to brand, we do our best to provide actual measurements of each clothing piece which you can then compare against your own vital statistics.

Is there a way I can try on the clothes before subscribing?

Yes, you may! By appointment only and at least one week in advance. Let us know if you want to drop by. We’re working hard to welcome as many of you as possible to the mad wardrobe!

Do you carry maternity wear?

Currently we do not carry maternity wear, but we do carry different types of dresses that will fit you comfortably throughout your pregnancy! We’re always growing our closet so check in again soon!

Delivery and Returns

I've subscribed! Do you deliver the next day?

Yes! Our delivery service comes straight to your doorstep, the next working day if you place an order before midnight. However, please note that we do not deliver on public holidays. You can also schedule for a MADSwap self-collection at our office.

What delivery methods are available?

Schedule for a next-day MADSwap Delivery Monday - Saturday during the following three time slots:

- 12PM-3 PM

- 3PM-6PM

- 7PM-10PM (Mon - Fri Only)

Is delivery chargeable?

No, delivery is included in your subscription fee.

Where do you deliver?

We deliver islandwide, anywhere in Singapore.

Do you deliver internationally?

We currently only deliver within Singapore.

I want to keep this piece for longer! Can I do a partial return?

Yes! We do allow partial returns at $6.99 per item that you would like to keep. You will have to ping us on intercom if you would like to proceed with this option.

How long would you take to process my return?

Woot! There is no waiting time between totes, as you’ll get a new one in exchange for your old tote at the same time!

Can I reschedule a delivery?

Unfortunately, not! Please make sure you are present throughout your delivery timeslot, as our drivers commit to being on time for everyone.
Should you have any last minute appointments and would like to reschedule your delivery time to a different time slot in the same day, we will not be able to change the time slot in our system.
Your order will be cancelled and you will have to re-order.
In some cases, should you ping us on intercom at least 3hrs before the scheduled delivery time, we can advise our drivers of any changes in your schedule on the day of your delivery/pickup and they will try best to proceed accordingly.

What happens if I miss my delivery?

In the event that you have missed your delivery, your tote that has been scheduled for the delivery will be cancelled and you will have to place a new tote order.

What happens If I forget/failed to return an item(s) I rented in my tote? E.g. Late return

Upon receiving any returned totes back to our warehouse, our operations team will proceed to process the items in the returned tote. Should there be any missing item(s) in the returned tote, a notification email will be sent immediately to notify that there will be a $15 charge per day and per item.
Therefore, we would encourage all customers to check their totes before returning any items that were rented as there will NOT BE ANY REFUNDS for the late return of missing item(s). It will also take our warehouse about 2-3 days to process the returns of the missing item(s) (Excluding Sundays and Public Holidays).
For any late returns of one-time totes under the $39 Package: There will be a $15 NON-REFUNDABLE charge per day for the first 3 days past the scheduled date of return (eg. If I received the tote on 14 Nov, I would have to return it before 21 Nov).

After 3 days, this will result in a charge that will be the total retail price of ALL items in the tote that was rented at the time that it was bought by the company.

Cancellation Policy

How do I unsubscribe/cancel?

We’d hate to see you go! Cancellations are easy. To unsubscribe, chat with us and the cancellations team will get back to you within 1-2 working days to arrange a collection of your current tote on hand as soon as the next day. Your cancellation takes effect on the date of the collection. We regret that we will not be able to waive any charges for late returns.

We recommend that you schedule your returns at least 3 working days before the end of your billing cycle so that we can end your subscription before the next billing date. Unfortunately, we are unable to pro-rate refunds for monthly subscription fees for the unused duration of your monthly subscription.

Pause Policy

Can I pause my subscription?

Yes, you can! Going on a holiday? Posted overseas for work? Put your subscription on hold. You can pause your subscription as long as you want.. How to pause? Easy peasy!

Simply ping us on Intercom to let us know the period you would like to pause for as well as the day that you would like the pause to start and we will be able to schedule a pickup of your tote at your convenience. Any pauses will only be able to commence upon the successful collection of your tote.

Your subscription will be paused on the date of your collection and will automatically resume when the selected pause duration ends.

For customers that are under our starter plan, if you were to use 1 out of 2 swaps and wish to pause, your unused swaps will be carried over into your resumed billing cycle.

For customers under our Unlimited and VIP Unlimited Plans, there will be NO pro-ratings of any underutilized swaps as there is no limit to the number of times you can swap, you would be able to swap as many times as you want!! Therefore should you wish to pause, your billing cycle will be reset. (E.g. If your billing date is on the 11 Nov it would mean that your next billing date would be on 11 Dec, if you were to schedule a pause for 1 month (31 Days) on 15 Nov, your billing cycle would start on 15 Dec instead and your next billing date would be on 15 Jan)