Return Policy
At Max Mara, we want your return experience to be clear and simple. This Return Policy explains our 30 Days Free Returns service, item eligibility, how to start a return, refund timing, exchanges, and what to do if your order arrives damaged or incorrect.
30 Days Free Returns
Max Mara offers 30 Days Free Returns on eligible items. To qualify, your return request must be started within 30 days of receiving your order.
Customers must contact customer service before sending any return. Returns sent without contacting customer service first may not be accepted.
Please contact our customer service team at [email protected] to receive the correct return instructions and return details.
Return Eligibility
To be eligible for a return, the item must meet the return conditions below.
- The return request must be started within 30 days of receiving the order.
- The item must be unused, unworn, unwashed, and undamaged.
- The item must be returned with original tags, labels, packaging, and accessories when applicable.
- The item must not show signs of wear, alteration, fragrance, stains, or damage caused after delivery.
- The return must follow the instructions provided by customer service.
Non-Returnable Items
Some items may not be eligible for return for hygiene, safety, product condition, or final sale reasons.
- Items that have been worn, washed, used, altered, damaged, or are missing original tags or packaging.
- Items marked Final Sale on the product page, checkout page, or order confirmation, unless the item arrives damaged, defective, or incorrect.
- Gift cards, digital products, or store credit, if offered.
- Personalized, customized, or altered items, if applicable.
- Items returned without prior customer service approval or without following the provided return instructions.
How to Start a Return
To start a return, contact Max Mara customer service at [email protected] before sending your item back.
Please include the following information in your message:
- Your full name.
- Your order number.
- The email address used at checkout.
- The item name, size, color, and quantity you would like to return.
- The reason for the return.
- Photos, if the item arrived damaged, defective, or incorrect.
Do not send your return to any address before receiving return instructions from customer service. Returns sent without contacting customer service first may not be accepted.
Return Instructions & Return Details
After your request is reviewed, our customer service team will provide the correct return instructions and return details by email.
Please follow the instructions carefully. Returns that are sent to the wrong location, sent without approval, missing required information, or shipped outside the approved process may be delayed or may not be accepted.
Return Shipping Cost
Eligible returns are free under our 30 Days Free Returns service when the return is started through customer service and completed according to the return instructions provided.
If a return is sent without contacting customer service first, uses an unapproved method, or does not follow the provided instructions, it may not qualify for free return handling and may not be accepted.
Refund Process
Once your returned item is received and inspected, we will review whether it meets the return eligibility requirements.
Refunds are processed within 3–15 days after the returned item is received and inspected. Approved refunds will be issued to the original payment method when possible.
Depending on your payment provider, it may take additional time for the refund to appear on your statement after the refund has been processed.
Exchanges
If you need a different size, color, or item, please contact customer service first at [email protected].
Exchanges may depend on product availability and return eligibility. If an exchange is not available, customer service will provide return instructions so the item can be reviewed for a refund according to this policy.
Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or incorrect, contact us as soon as possible at [email protected].
- Include your order number.
- Describe the issue clearly.
- Attach clear photos of the item, packaging, label, and any visible damage or error.
Final Sale Rules
Items marked Final Sale are not eligible for return or exchange unless the item arrives damaged, defective, or incorrect. If you believe there is an issue with a Final Sale item, contact customer service before sending anything back.
If an item is not marked Final Sale, it may be eligible for 30 Days Free Returns as long as it meets the return conditions in this policy.
Returns Sent Without Approval
Returns sent without contacting customer service first may not be accepted. Please do not mail any item back until our team has reviewed your request and provided the correct return instructions and return details.
Contact Information
For return requests, exchange questions, refund updates, damaged or wrong item reports, or help with return instructions, contact Max Mara customer service.
Email: [email protected]
Please include your order number and the email address used at checkout so our team can review your request efficiently.
