Returns and refunds

 Can I return an item, even if I simply change my mind?

Yes! You have 14 days from when your order is delivered to request a return. Upon request, you will receive a pre-paid UPS return label within 24 hours. Items must be returned new, unused, unwashed, and undamaged. Please return items in their original packaging with all tags attached.

 

Can I exchange the size or color of the item instead of returning it?

At this time, Max Mara does not offer exchanges. We offer full refunds to your original method of payment within 14 days of the delivery date. If you need to change the size or color of an item, you may return the products and make a new purchase.

 

I am a Registered User: how can I return a product?

You have 14 days from when your order is delivered to request a return and an additional 14 days to return the products. The procedure is quick and easy, and shipping is completely free.

As a Registered User you can send us your return request directly from your My MaxMara account:  

1. Log in to your My Max Mara account

2. Select View and Manage Your Orders

3. Select the order you wish to return 

4. Select the items you wish to return and provide a reason

5. You will receive your return instructions email within the next 24 hours

Once you receive your return instructions email, you may download and print the label, securely attach it to your original packaging, and drop your package off at any UPS location (a list of locations is available at ups.com/dropoff).

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. Once the items pass all inspections and requirements, you will receive a confirmation email. We estimate refunds will be made back to your payment method within 7-10 business days of our receipt of your return.

Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.

Finally, should you choose not to use the provided label and ship via a different carrier, Max Mara is not responsible for packages lost or damaged in transit and shipping costs will not be reimbursed.

 

I am not a Registered User: how can I return a product?

 You have 14 days from when your order is delivered to request a return and an additional 14 days to return the products. The procedure is quick and easy, and shipping is completely free.

As an unregistered user, you will need to contact our Customer Care Department by phone or email to request a return.

24 hours after you have made your request you will receive your return instructions email. You may then download and print the label, securely attach it to your original packaging, and drop your package off at any UPS location (a list of locations is available at ups.com/dropoff).

Remember registering for a My MaxMara account allows you to request a return even easier and faster.

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. Once the items pass all inspections and requirements, you will receive a confirmation email. We estimate refunds will be made back to your payment method within 7-10 business days of our receipt of your return.

Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.

Finally, should you choose not to use the provided label and ship via a different carrier, Max Mara is not responsible for packages lost or damaged in transit and shipping costs will not be reimbursed.

 

I have received a damaged or faulty product. What should I do?

In the case of any kind of defects, you can return the item easily.

If you are a registered user, log in to your My MaxMara account, go to My Orders, select "Request Return" and specify your problem.

If you are not a registered user, please contact our Customer Services Department.

After we have received your returned item and have checked the damage, we will forward the refund request. Please note that we cannot accept articles that are not in the same condition in which you received them. We will update you regularly by email until we confirm the refund.

 

When will I receive my refund?

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. Once the items pass all inspections and requirements, you will receive a confirmation email. We estimate refunds will be made back to your payment method within 7-10 business days of our receipt of your return.