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Return Process
Return Process
Would you like to know how to return an item? To find out how, click here.
Returns at Massimo Dutti are always free of charge and the deadline for returns is 30 days from the shipping confirmation date.
Massimo Dutti reserves the right to refuse returns outside this deadline, or if the garments are not in the same condition in which they were sent to you or if they do not comply with our return conditions. We may withhold the refund until we have received the goods or you have provided proof of return.
When do we refuse a return?
You cannot return undergarments or swimwear without the protective hygiene sticker, earrings with clear signs of use, tights, socks, customised items and unsealed perfume.
Returned items must meet these conditions:
The pieces must be in perfect condition (unused, unwashed, with inside and outside labels still attached and without repairs).
- Swimwear: must include the protective hygiene sticker.
- Underwear:
- Man: underwear cannot be returned
- Woman: items can be returned as long as they are in the same condition as when they were purchased and still have the bag or protective sticker with which they were sent.
- Pyjamas: can be returned as long as they are in the same condition as when they were purchased. Items that include a bag must be returned with the bag.
- Earrings: must be returned with the bag or the original cardboard packaging intact.
- Fragrances and candles: must be returned in their original and sealed packaging.
- Customisable items: as they are customised garments, it will not be possible to return them.
- Packs: product packs (containing more than one item), such as packs of briefs, socks, etc. are considered ONE item. Their packaging may not be opened and they may not be returned partially or individually.
Special packaging and additional accessories
Items sent with special packaging (fabric bags, special boxes) or additional accessories must be returned with said packaging or accessories in the same condition.
Whether it is a personal order or a gift, these types of products MUST keep their original packaging.
If there are any doubts regarding the condition of a returned item, the criteria of the specialised personnel at Massimodutti.com will prevail. By inspecting and verifying the items, these personnel can avoid fraudulent returns of products that have been used or are in poor condition.
ORDERS WITH A GIFT RECEIPT: please visit the “Return with a gift receipt” section.
WHERE CAN I RETURN AN ITEM?
You can return an item:
- At one of our stores.
- By requesting home collection or return at a post office or collection point, from “My account”.
Orders paid at the store till will not be eligible for home collections. For more information, refer to the “Returning an order paid at the till” section.
ITEMS FROM SEVERAL ORDERS: in the event that you wish to return items from different orders, you are required to request collection for each item and according to the number of boxes you wish to return.
Returns must always be made in the same market where the purchase was made.
IMPORTANT: Massimo Dutti is not responsible for returns of items in a single shipment when said items were purchased in different orders or items returned with the collection request of a different order.