MAKSU's Returns & Exchanges Policy

If you have changed your mind or are not completely satisfied with your purchase, we offer FREE returns and exchanges. You can return your product(s) to us within 15 days of receipt to obtain a refund or exchange by following the steps outlined below.

 

Products must be returned in their original condition with original garment tags attached in order to be accepted. Products must be unworn, unwashed and in a resalable condition. Returned products must be accompanied by any related accessories and by all packaging, including boxes for shoes. No refund nor exchange will be processed for items that are returned incomplete, worn, damaged or soiled.

 

If you have received a special gift as part of your purchase, you must return it together with the product(s) you purchased. Failure to do so will result in the value of the gift being deducted from your refund.

 

Returns & Exchanges Process

To initiate a return or exchange, please email us at uk.customercare@shopmaksu.com. For a prompt response, please use the subject line “Return” or “Exchange” and quote your order number. Your order number can be found in your Order Confirmation email and begins with the prefix UK.

 

When returning a product, please include the reason for the return. For an exchange, specify the size and/or colour you would like to receive. Please note that exchanges are limited to size or colour changes. If you wish to purchase a different product, you will need to return the unwanted product(s) and place a new order.

 

Exchanges will be issued once your returned product(s) have been received.

 

Please feel free to visit us in store with your product(s) for return or exchange if this is of convenience. Our store can be located at 23 Bruton St, London, W1J 6QG. Please note that proof of purchase will be required and that any applicable refund will be processed via the same payment method used for your online order.

 

Return Charges

We currently offer returns and exchanges free of charge.

 

Faulty Products

In the event you may have received a faulty product, you can return it for a refund by notifying us within 3 days of receiving it. Please send an email to uk.customercare@shopmaksu.com with the subject “Faulty” and include your order number in the subject. This number can be found in your Order Confirmation email (beginning with the prefix UK). Be sure to include photos of the faults or any concerns. We may also ask for additional information.

 

If we agree a product is defective, we will issue a full refund for the price of the faulty product, including delivery costs, provided all items in the same Order Confirmation are deemed defective. In the event that we do not agree the product is faulty, we will inform you of the reasons for our decision.

 

Please note that products damaged due to accidental or improper use will not be considered faulty.

 

Refunds

We will aim to process your refund within a 2 day period, in any event not greater than 28 days after we have received your returned products. If your products are received on a weekend or a public holiday, the 28 day period shall start to run from the first working day thereafter.

 

Refunds will only be provided for delivery charges if all products received in the Order Confirmation are deemed faulty.

 

We can only make any refunds using the same method of payment used by you when you placed your order.

 

Please note that it may take up to 10 calendar days for the refund to appear in your account, depending on your bank and card provider’s processing times, which is beyond our control.