Terms and Conditions for making a return

You must manage the return before the established deadline. For online orders, you have 30 days from the shipping date of your order to request a return. For orders bought at a physical store, you have 30 days from the date of purchase.

Items must be in their original condition (not used, not washed and without repairs) and must include all labels attached.

You must make the return in the same market/region where you made the purchase.

You cannot exchange or return articles of underwear, swimsuits without hygienic sticker, earrings, hosiery, or socks.

Massimo Dutti reserves the right to refuse returns outside the time limit and if the garments are not in the same condition in which they were sent and/or if they do not comply with our return conditions. We may withhold reimbursement until we have received the goods, or you have supplied evidence of having sent them back.

You can return your items for free at any of our Massimo Dutti stores within the same country of purchase. The in-store return option is available for both online and in-store purchases. Simply provide the items to be returned and your Massimo Dutti QR or purchase receipt. You can use our store finder to find your nearest Massimo Dutti store. If you wish to return an item purchased in-store that contains a Gift Receipt, you will need to show the original purchase receipt to receive the refund in the same payment method used for the purchase, otherwise, the refund will be processed in a Gift Card.

We offer the option of returning your items using our home collection service. The cost of the return request is £3,95, which will be deducted from your refund. If you have purchased as a registered user, you can request the return from the “Returns” section of your account. If you have made a guest purchase, you can request it by accessing the link that appears in any of the emails we sent you about your order. Once you have made the return request, a carrier will pick up your package at the address of your choice within 24-48 hours. You don't need to print any return label; the courier will bring it with them. Please bear in mind that this option is only available for online purchases and that it is not necessary to include a purchase receipt.

You can also return your items by dropping off your package at a drop point. If you have purchased as a registered user, you can request the return from the Returns section of your account. If you have made a guest purchase, you can request it by accessing the link that appears in any of the emails we sent you about your order. Once you have requested the return, we will send you an email with instructions for shipping and as many QR codes as boxes you are going to send. You must scan the QR code that we will send you in the drop off location and they will print the label for your parcel.

IMPORTANT: Should you want to return items from more than one order, it is essential that you request a return for each order and according to the number of boxes you wish to return. Massimo Dutti is not responsible for returns of items purchased in different orders and/or returned with the request for collection of a different order.    

When selecting a delivery method not provided in our return conditions, we consider that it is your responsibility, and you must bear the direct cost of both shipping and the product in the event of loss.

Returns can only be done in the same country of purchase.

Massimo Dutti is not responsible for returns that contain mixed items (items from different orders or items returned with the return request of a different order).

Massimo Dutti is not responsible for returns that contain Non-Massimo Dutti items (items from other brands or items returned by mistake).

The customer will always be held responsible for returning the products in a secure package.