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:
- 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.
- Send an email to our Customer Service at email@example.com specifying which products you’d like to return. For orders shipped in Europe our team will arrange a pickup with DHL. For orders shipped in the United States please visit DHL or call 1-800-225-5345 to arrange a suitable time for DHL to collect your box.
- 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.Finally, seal the package carefully.
- Attach the DHL prepaid shipping labelreceived in the original package, which includes our return shipping address, to the outside of the box. If a shipping label is needed, please contact our Customer Service Team at firstname.lastname@example.org Each item must be in original, new and unused condition, with all its original tags and labels still attached.
- If you are returning your package from outside the European Union, you will need to hand to the courier 4 copies of the Proforma Invoice. These documents are necessary for Customs clearance, you will find them within the original shipment or you can request them from our Customer Service.
Returns that fail to meet the conditions above 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.