Frequently Asked Questions

01 What is Mado?

Mado is a Singapore-based travel wardrobe rental service designed specifically for travellers heading to Japan. We select clothing appropriate for Japan's climate, cities, and culture, for both women and men,  and ship it directly to your accommodation. When your trip ends, we handle the laundry.

02 How is Mado different from other travel clothing rental services?

Mado is built from Singapore, for travelers going to Japan. We will understand your itinerary and curate travel fashion capsules using AI-assisted styling as well as human stylish. We have a warehouse in Saitama that will deliver the capsules across Japan (except for Okinawa) within 1-2 business days.

04 What is included in a Capsule? 

Your Capsule includes ready-to-wear outfit combinations selected for your travel duration, season, and activities. You will bring your essentials such as underwear, socks, and base thermal wear. Shoes and accessories are not included in the Capsule. 

04 Do you style for children? 

Mado is currently designed for adults (men & women). We do not offer Capsules for infants, toddlers, or children at this stage. 

05 Are the clothes clean and hygienic? 

Every garment is professionally laundered and quality-checked after each rental, before being packed into a new Capsule. You will receive freshly cleaned, inspected clothes held to the same standard we would want for ourselves.

 06 How do you get my size right? 

We ask a few simple questions to build your style and fit profile before we curate. Fit is personal and garment sizing can vary by brand and style. We do our best to get it right. 

07 What if something doesn't fit when it arrives? 

Please contact us immediately support@mado.style. We will assess the situation and explore solutions where operationally possible. 

08 How is Mado priced? 

Capsules are priced by seasons, trip duration and Capsule sizes. As a quick guide, prices starts from SGD69 for a summer short 2-look Capsule, to SGD239 for a Spring or Autumn 5-6 looks Capsule and up to SGD369 for a Winter 9-10 looks Capsule.  Each works out to be $21 ~ $41 per day. You can also refer to price list here.

All prices are in Singapore Dollars. comprises clothes rental & professional cleaning. Outbound delivery is a flat $25 per order. Return shipping is fully covered by Mado. Depending on your capsule selection, the exact pricing will be made known to you when you book.

09 How far in advance should I book? 

Please place your Order at least 21 days before your requested delivery date. This lead time allows our team in Japan to prepare, and dispatch your Capsule carefully. We recommend booking 4 weeks ahead where possible, especially during peak travel seasons. 

1 0 Is there a security deposit? 

Yes, as a form of damage/lost deterrance we collect a refundable deposit of SGD 50 at the time of booking. It is returned to your original payment method within 3-5 business days after all garments are received in satisfactory condition. The deposit may be partially or fully retained in cases of damage, late returns, or missing items. 

1 1 Can I extend my rental period? 

WhatsApp us to discuss your needs, we will see what we can do without promise. 

12 Can I change my booking details after placing an order? 

Changes to your delivery address or travel dates may be possible within 5 days of placing your order. Please contact us as soon as possible via WhatsApp or support@mado.style and we will see what we can do for you without promise. If the Capsule has already left our warehouse, depending on the situation you may be subjected to additional rental costs.

If you wish to change your Capsule size, we recommend cancelling your current order and placing a new one. Please note that Capsules are curated by our system based on live inventory availability, hence the items in your new order may differ from your original Capsule.

No amendments are allowed once your order enters the final preparation stage (5 days before dispatch).

13 Is my payment secure? 

Yes. All payments are processed securely via Stripe, a globally trusted payment platform used by millions of businesses worldwide. Mado does not store your card details. Your transaction is encrypted end-to-end.

14 Which cities in Japan does Mado cover?

Mado curates wardrobes appropriate for travel across Japan's major destinations, including Tokyo, Kyoto, Osaka, Fukuoka and Nagoya. Delivery to Hokkaido & Okinawa is not available for now.

15 How does delivery work? 

Mado arranges outbound delivery of your Capsule directly to your preferred collection point in Japan. A flat delivery fee of SGD 25 applies per order. Please ensure your address is accurate at booking. If the delivery address is a residence or Airbnb, please ensure that someone is available to receive the package on the confirmed delivery date. 

16 How do I return my Capsule? 

When you check out, simply ask the hotel frontdesk to send the Capsule back to our warehouse. Return shipping is on us at no additional charge. Alternatively you can drop it off at any Kombini, asking the store staff to send back via Yamato.

• Fold garments and place them back in the original Mado bag 

• Ensure the package is dispatched on or before your agreed return date together with the return shipping label.

• Our logistics partner is Yamato Transport (ヤマト運輸), Japan's most trusted courier. 

17 Why is the chat not responding? 

If our AI chat stylist stops responding, it may be due to an extended period of inactivity. Simply refresh the page to restart the session. Caution, restarting will result in the loss of results from the previous session.

18 I didn't receive any order confirmation emails. What should I do? 

Order confirmation and status update emails are sent automatically to the email address provided at booking. If you don't see them in your inbox, please check your junk or spam folder, as some email providers may filter automated messages. If you still can't locate them, contact us at support@mado.style.

19 How do I get in touch with Mado? 

We're reachable through the following:

• WhatsApp for urgent matters such as change of order date, incorrect order received.

• Email support@mado.style for booking changes, cancellations, and general enquiries.

20 What is your cancellation policy? 

• Within 7 days of placing your order, you may cancel for a full refund. 

• After 7 days of placing your order, a 50% refund will be issued. 

• 5 days before the agreed dispatch date, your order will enter into final preparation stage and can no longer be cancelled or refunded. 

All cancellations must be submitted via support@mado.style. See our full Terms of Service for details. 

21 How do you handle my personal data? 

Mado handles your data in accordance with Singapore's Personal Data Protection Act 2012 (PDPA). We collect only what is needed to curate and deliver your Capsule. We never sell your personal information. Your style profile and rental history are stored securely and used only to improve your Mado experience. Full details are in our Privacy Policy page. 

22 Where can I read the full Terms of Service? 

Our Terms of Service are available here. They cover your rental agreement, garment rental obligations, damage policy, and all conditions governing your use of Mado.