RETURNS AND REFUNDS
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 15 days from the order delivery date. The date is determined by the courier tracking system.
Return shipping is free, except for promotional items, whose return will be charged to the customer and will be deducted from the refund.
Please follow the steps below to make a return:1) Fill the Return form you received with your order, if a Return form is needed you can download it here. If possible, please provide a reason for the return, so that we may improving service in the future.
2) Send an email to our Customer Service at firstname.lastname@example.org specifying which products you’d like to return.
For orders shipped to the United States or any other Non-European Country, all returning items must be communicated to our Customer Service team who will promptly forward you the following documents:
- 4 copies of the Proforma Invoice. These documents are necessary for Customs Clearance.
- The DHL Waybill that must be attached to the outside surface of your parcel.
Following the confirmation that all documents have been received and correctly printed, our team will arrange the pick-up.
For orders shipped within Europe, pickups can be scheduled by using the following link:
Simply select “Request Pickup” and enter the return waybill number, already present within the parcel, to arrange a suitable time for DHL to collect your box.
3) 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.
Please make sure that all the labels of previous shipment are removed. Once done, proceed to carefully seal the package.
4) Attach the DHL prepaid shipping label received in the original package, which includes our return shipping address, to the outside of the box. If a new shipping label is needed, please contact our Customer Service Team at email@example.com
Each item must be returned in its original, new and unused condition, with all its original tags and labels still attached.
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.
As soon as your return package is delivered to our warehouse, we 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.
The time for the refund may vary depending on the payment method you used. Specifically:
- Credit card: the technical time for receiving the refund depends on the bank that issued your card. The value credit date will be the same as the debit date.
- PayPal: the refund will be made directly to your PayPal account and you will see it after a couple of days. PayPal will send you a notification of the refund.
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 original order will be refunded once received and you may place your reorder at any time.