Return

How do exchanges work?

For items purchased on the Max Mara website, you can request a free size/colour exchange, exclusively through the online procedure.

Currently, if you purchase online you cannot request an in-store exchange.

• Exchange via courier

If you placed the order from your Personal Account:

1. Log in to My Max Mara

2. Go to the “My Orders” section and choose the product to be exchanged

3. Click on “Exchange Product”

4. Select a new colour or size

5. Select the collection date and time of the product to be exchanged. Make sure you choose a date that is within 14 days of when you activate the request. Collection will take place at the same address as the delivery.

6. Review the information in the summary

7. Click on “Submit Request”

If you placed the order as a Guest Customer:

Click here to start the online process.

Enter the email address you used to place the order and your order number.

Your exchange must be picked up and returned to our warehouse before its replacement is processed and sent.

If the product to be exchanged passes our quality control, you will automatically receive the new size or colour via a new shipment, without further payment.

Otherwise, you will receive a refund to the same payment method chosen by you during the purchase.

Please note that the item must be returned in exactly the same condition it was received: unworn, unwashed, and unaltered in any way, with all labels and accessories attached.

The exchange can only be sent back from the country where you received the order. If sent from a different country, it will be blocked by customs.

How do returns work?

For items purchased on the Max Mara website, you can request a free return within 14 days of delivery date, whatever the reason.

• Return via courier

If you placed the order from your Personal Account:

1. Log in to My Max Mara

2. Go to the “My Orders” section and choose the product to be returned

3. Click on “Return Product”

4. Choose a reason

5. Select the date and time you would like the item to be collected. Make sure you choose a date that is within 14 days of when you activate the request. Collection will take place at the same address as the delivery.

6. Review the information in the summary

7. Click on “Submit Request”

If you placed the order as a Guest Customer:

Click here to start the online process.

Enter the email address you used to place the order and your order number.

• Deliver the package to a collection point of your choice:

Click here to start the process and choose the collection point closest to you.

If you choose a collection point, you will receive the shipping label to apply to the outside of the package by email.

You must indicate your order number and which products you want to return in the request.

After delivering the package to the collection point, the courier has an additional 14 days to pick up your return shipment.

This service is not available for a request to exchange products, or for returning orders paid by cash on delivery.

• In-store returns:

Click here to see which stores are taking part.

You will need to show your order number and ID, and you will not need to perform any online procedure.

Please note that the item must be returned in exactly the same condition it was received: unworn, unwashed, and unaltered in any way, with all labels and accessories attached.

Our Quality Control Office will check the returned item for compliance with the return policy. If the outcome is positive, you will receive a confirmation email with the refund details within a few days.

The return can only be sent from the country where you received the order. If sent from a different country, it will be blocked by customs.

How do online returns using a courier work?

You have 14 days from the delivery of your order to request an online return and a further 14 days to have the items collected by the courier. This service is completely free.

IF YOU ARE AN UNREGISTERED USER:

You can make an online return from this page.

You will need:

• The order number

• The email address you used when making your purchase

IF YOU ARE A REGISTERED USER:

• Log in to your My Max Mara account

• Go to the “My Orders” section and choose the product to return

Complete your return by following these simple steps:

1. Click on “Return Product”

2. Choose a reason

3. Select the date and time you would like the item to be collected. Make sure you choose a date that is within 14 days of when you activate the request

4. Review the information in the summary

5. Click on Submit Request

Our Quality Control Office will check the returned item for conformity. If the outcome is positive, you will receive a confirmation email with the refund details within a few days.

The return can only be sent from the country where you received the order. If sent from a different country, it will be blocked by customs.

How does the in-store return of an online order work?

You can drop off the item in one of our stores that offers a return service, and our staff will take care of everything. You have 14 days from the delivery date. Remember that you must provide your Order Number and an identity document

Find stores offering a return service.

Please note: If you return an item in store, you don’t need to make a request online.

I’ve received a damaged or defective item: what do I do?

If there are defects of any kind, you can make a return specifying the problem.

After we receive the item and verify the defect, we will send you a refund request. We cannot accept items that are not in the same condition as you received them.

Can an exchange and a return be made for products from the same order?

Yes, it’s possible. On the “My Orders” page you can request a return or exchange for every item in your order.

Can products from the same order be returned at different times?

If you decide to return products from the same order at different times, you must start a separate return procedures for each request.

Can I call a different courier to the one suggested on the website?

If you want to use a different courier, you must pay the delivery costs of your return. It is recommended to choose a delivery service that offers tracking, so you can follow every step of your return’s shipment.

If I return an order paid for in cash, how will I be refunded?

For cash on delivery payment, we will refund your account by bank or postal transfer.

You can provide your bank details in the return request.

For any further queries, please contact Customer Service.

Is It possible to prove that the courier has collected a return?

Yes, you can easily obtain proof that your return has been collected by the courier by printing the email containing the return instructions and having it signed by the courier.

We advise you to include the collection date and time in the printout.