LIVE CHAT

RETURNS

Can I return any product, even if I only changed my mind?

You have 14 days from when your order was delivered to request a return, whatever the reason. You may return items in store or via our courier. The following FAQs will provide all the necessary details.

The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way and with all of its tags and accessories.

Can I change the size or colour of a product?

Of course! Simply follow the online process to change the size or colour of the product you purchased. Please remember that if you wish to exchange, you must be a registered user.

1. Log in to your profile

2. Enter the “My Orders” section, select the order containing the product that you wish to exchange and click “Exchange”. When making this request, you may specify the date and time when you want the courier to come and collect your product. Make sure you choose a date that is no later than 14 days after making the request.

3. Remember that your return must be received and accepted by our warehouse before we can send your new order.

N.B. At the moment, exchanges cannot be made in store.

Can I return an order I placed online at a MAX&Co. store?

Of course! Simply visit a store that offers a returns service and our staff will take care of everything. Please remember that you have 14 days from the delivery date and that you will need to show your Order Number. 

Here you can search for stores that offer a returns service. Simply choose the “in-store returns” option from the “Filter by” menu.

N.B. If you want to return an item in store, you must not activate any online procedure.

Do I have to go through an online process to return an item in store?

No, simply visit a store that offers a returns service and our staff will take care of everything. Please remember that you have 14 days from the delivery date to visit us in store, and that you will need to show your Order Number.

Here you can search for stores that offer a returns service. Simply choose the “in-store returns” option from the “Filter by” menu.

Can I exchange and return products from the same order?

Yes, you can. On the “My Orders” page, you can choose whether you want to return or exchange for each product in your order.

Please remember that if you want to return and exchange, you need to follow two different processes. Once these requests are made, you will be provided with all the relevant instructions and you will receive a summary email for each process.

Can I change the size or colour of a product?

Sorry, but you cannot currently request changes. If you need to change the size or colour, you can return the products for free and make a new purchase.

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

You have 14 days after receiving the order to request a return and an additional 14 days to return the products. The procedure is quick and easy and delivery is completely free.

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

1. go to your profile page 

2. go to the "My Orders" section, select the order that contains the product you want to return and click on "Request Return" 

3. you will receive an email with the label to print and apply to the package, the tracking number to track the delivery and the telephone number of UPS 

4. be sure to protect the products by choosing a box of an appropriate size 

5. arrange the collection of the package with UPS: call the phone number provided in the email or go to www.ups.com. Make sure that no more than 14 days have passed since you requested to return the item.
 

N.B. If you decide to return products from the same order at different times, you must start a separate return procedure for each request and comply with the instructions provided herein in each case. 

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund. 

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, if you want to use a different courier, you will be charged for the delivery costs. We recommend that you choose a trackable delivery service, so that you can trace your package at any time.

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

You have 14 days after receiving the order to request a return and an additional 14 days to return the products. The procedure is quick and easy and delivery is completely free.

As an unregistered user, you will need to contact our Customer Services Department by phone or email. When you request a return via our Customer Services department, please also specify a time(s) that you would like the courier to come and collect your package. Make sure that no more than 14 days have passed since you requested to return the item. Once you have made your request:

1. you will receive a return authorisation email.

2. be sure to protect the products by choosing a box of an appropriate size

N.B. If you decide to return products from the same order at different times, you must start a separate return procedure for each request and comply with the instructions provided herein in each case. 

Remember that registering for a My MAX&Co. account allows you to request a return even easier and faster.

We will send you an email with a Tracking Number so that you can track your return as soon as your package arrives at the GLS office responsible for deliveries to our warehouse.

Your package will be taken care of by the Quality Control Department and necessary checks will be carried out. If successful, after a few days you will receive an email confirming that your refund will be issued.

If your return fails these checks, our Customer Services department will contact you.

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, if you want to use a different courier, you will be charged for the delivery costs. We recommend that you choose a trackable delivery service, so that you can trace your package at any time.

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

You have 14 days after receiving the order to request a return and an additional 14 days to return the products. The procedure is quick and easy and delivery is completely free.

As an unregistered user, you will need to contact our Customer Services Department by phone or email. Once you have made your request:

1. you will receive a return authorisation email with the label to print and apply to the package, the tracking number to track the package and the telephone number of UPS

2. be sure to protect the products by choosing a box of an appropriate size

3. arrange the collection of the package with UPS: call the phone number provided in the email or go to www.ups.com. Make sure that no more than 14 days have passed since you requested to return the item.

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

 N.B. If you decide to return products from the same order at different times, you must start a separate return procedure for each request and comply with the instructions provided herein in each case. 

 

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund. 

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, if you want to use a different courier, you will be charged for the delivery costs. We recommend that you choose a trackable delivery service, so that you can trace your package at any time.

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 Account 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. If successful, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund. 


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