Refund policy
RETURNS
Massimo Alba will refund any product* purchased from our Online Boutique that does not meet your expectations, provided that the return request is submitted within 14 days from the delivery date, as confirmed by the courier tracking system.
*Custom-made or personalized items are not eligible for return. All customizations are final and cannot be exchanged.
To be eligible for a return, the item must be in the same condition as received: unused, unwashed, and with all original tags attached. All returns must include the corresponding Order Number to be processed.
Final sale items: Products from previous collections cannot be returned.
Important Notes for "The Secret Store" and "Black Week" Orders
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All orders shipped outside the EU during The Secret Store or The Black Week are final sale and cannot be returned or refunded.
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Returns for orders placed during The Secret Store or Black Week and shipped within Europe may be accepted at the customer’s expense. The return cost for European customers is €15.
How to Request a Return
Returns are free* if completed according to the steps below:
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Access the Return Form by clicking here or by scrolling to the bottom of our homepage. Follow each step to submit your request.
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Once submitted, your request will undergo approval, which may take up to two business days.
If accepted, DHL will automatically send you the prepaid return label.
For customers in the UK or USA, all required documentation (Proforma Invoice, DHL Labels, Export Declaration) will be sent by our Customer Service team from eboutique@massimoalba.com. -
Once all documents are received and printed, you may book your pickup here for the preferred day and time.
Please use the Waybill Number on your return label to schedule the pickup. Ensure that any old labels on the package are fully removed or covered. -
Place the items in the original packaging. If the outer packaging is damaged, replace it with a similar protective box. Seal securely.
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Attach the DHL prepaid return label outside the parcel with the barcode facing outward.
For UK and US returns, additional required documents (Proforma Invoice + Export Declaration) must be placed inside the box.
Returns that do not comply with these requirements or are missing mandatory customs documentation may be rejected and returned to the sender. In such cases, shipping costs will not be reimbursed.
Customers may return items at their own expense via an alternative courier if previously approved by Customer Service. Returns must still be made within 14 days of delivery.
In-store returns are permitted only if arranged in advance with our Customer Service team at eboutique@massimoalba.com.
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.