Refund policy
RETURNS
Massimo Alba will refund any product* purchased within the online Boutique that does not conform to your expectations, provided that you submit your request within 14 days from the order delivery date. The date is determined by the courier tracking system.
*Custom-made items are not eligible for returns. All personalizations are final and cannot be exchanged.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags. All returns require their respective Order Number to be processed and accepted by our website.
Returns are free, except for products purchased from "The Secret Store" sale, if carried out according to the following instructions:
1. Access the Return Form by clicking here or by scrolling all the way down to the footer of our homepage. Follow each step in order to complete your request.
2. Once submitted, your request will have to be accepted. This could take up to two business days. If accepted, DHL will automatically send you the Return Label to complete the shipping for free.
If based in the UK or USA, all required documentation (Proforma Invoice, DHL Labels, Export Declaration) will be sent out from our Customer Service through our eboutique@massimoalba.com address.
3. Following the confirmation that all documents have been received and correctly printed, you can easily book the return here according to whatever day/time fits your needs best. In order to complete this process, please refer to the Waybill Number written on your Return Label to proceed with scheduling the pickup. Please make sure that all labels previously attached to the box are fully removed or concealed by the new ones.
4.Place the products that you intend to return in their original boxes and packaging. If the outer packaging is too damaged, you will need to replace it with a similar package that guarantees adequate protection of the products. Once done, proceed to safely seal the package.
5. Attach the DHL prepaid shipping label on the outside surface of the box. Make sure the barcode is facing outwards in order to be clearly visible for the courier to scan it successfully at pickup.
For all UK & USA Returns, additional documents such as the Proforma Invoice and Export Declaration must be placed inside the box.
Returns that fail to meet the above conditions or that have missing or incomplete Customs documentation may be rejected and returned to the shipper. In this case, any additional shipping costs will not be refunded.
Customers are free to return orders at their own expense via alternative couriers if previously agreed with our Customer Service Team. These must be completed within the 14 days following.
Returns in-store are allowed if previously communicated to our Customer Service Team at eboutique@massimoalba.com. Find the closest store to you here.
REPEATED RETURNS
At Massimo Alba, we offer a flexible returns policy to ensure you receive an unrivalled shopping experience. However, if we notice that you have an unusually high returns rate on your account or are purchasing to resell, we may deactivate your account at our discretion.
If you feel your access or order has been incorrectly restricted, please get in touch with our Customer Care team, who will help to resolve the issue with you.
REFUNDS
As soon as your order is returned, we will carry out the necessary inspections. If approved, you'll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your financial institution to process and reflect the refund on your account.
Please note that, in line with European regulations, any refunded amount will include the original shipping costs. If the return involves multiple items and is only partial, the refunded shipping costs will be proportional to the value of the returned items.
EXCHANGES
We are currently unable to support exchanges through massimoalba.com. You can return your original order for a refund and place a new order. Your first purchase will be refunded once received, and you may place your reorder at any time.