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Returns & Exchanges

At MAKSU, we want you to love your purchase. If you change your mind or are not fully satisfied, we offer free returns and exchanges for online orders within 15 days of delivery.

Please note: Refunds are only available for purchases made online.

 

Return Conditions

To be eligible for a return or exchange, items must meet the following criteria:

  • Returned in original condition, unworn, unwashed, and with garment tags attached

  • Must include all original packaging and any accessories (e.g. shoe boxes)

  • Items returned worn, damaged, incomplete, or soiled will not be accepted

  • Any complimentary gifts received with your order must be returned with the item(s); otherwise, the value of the gift will be deducted from your refund

 

How to Return or Exchange (Online Orders Only)

  1. Email us at uk.customercare@shopmaksu.com

  2. Use the subject line “Return” or “Exchange” and include your UK order number (from your Order Confirmation email)

  3. State your reason for return

  4. For exchanges, indicate your preferred size or colour
    (Note: Exchanges are limited to size/colour changes only. To switch to a different product, please place a new order.)

Exchanges will be processed once we’ve received your return.

 

In-Store Returns

You are welcome to bring online purchases to our London store for convenience: 23 Bruton St, London, W1J 6QG

  • Proof of purchase is required

  • Refunds can only be processed for online orders and will be issued via your original payment method

  • In-store purchases are non-refundable

 

Return Charges

All returns and exchanges are currently free of charge.

 

Faulty Items

If you believe you received a faulty item, contact us within 3 days of delivery at uk.customercare@shopmaksu.com, using “Faulty” in the subject line and including:

  • Your UK order number

  • Clear photos of the issue

If confirmed as faulty, you’ll receive a full refund, including delivery charges (only if all items in the order are faulty). Items damaged by misuse are not considered faulty.

 

Refunds

  • Refunds are processed within 2 working days of receiving your return (no later than 28 days)

  • Refunds are made to your original payment method only

  • Depending on your bank/card provider, it may take up to 10 calendar days to appear in your account

  • Delivery charges will only be refunded if your entire order is confirmed as faulty

For any questions, please contact our Customer Care team at uk.customercare@shopmaksu.com.