Returns & Exchanges
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 14 days of delivery.
Please note: Refunds are available only for purchases made online.
Return Conditions
To qualify for a return or exchange items must:
- Be in their original condition unworn unwashed and with garment tags attached
- Include all original packaging and any accessories such as shoe boxes
- Be free from damage signs of wear or soiling
If your order included a complimentary gift it must be returned with the item. Otherwise the gift’s value will be deducted from your refund.
How to Return or Exchange (Online Orders Only)
1. Email uk.customercare@shopmaksu.com
2. Use the subject line “Return” or “Exchange” and include your UK order number (found in your Order Confirmation email)
3. State your reason for return
4. For exchanges specify your preferred size or colour
Exchanges are limited to size or colour changes only. To exchange for a different product please place a new order.
Your exchange will be processed once we receive and inspect your return.
In-Store Returns for Online Orders
You can bring online purchases to our London boutique for convenience:
23 Bruton St London W1J 6QG
- Proof of purchase is required
- Refunds for online orders will be issued to your original payment method once the return has been processed
- Exchanges for online orders can be completed in-store
In-Store Purchases
Items purchased in-store are non-refundable unless found to be faulty.
For non-faulty items a store credit or exchange can be offered within 30 days of the original purchase.
Faulty Items
If you believe your item is faulty contact us within 3 days of delivery at uk.customercare@shopmaksu.com using the subject line “Faulty” and include:
- Your UK order number
- Clear photos of the issue
You may be asked to send the item back to us for inspection so we can confirm the fault.
If the item is confirmed as faulty you will receive a full refund, including shipping charges if the entire order is affected.
Items damaged through misuse are not considered faulty.
Refunds
- Refunds are processed within 2 working days of receiving your return (no later than 28 days)
- Issued only to your original payment method
- Depending on your bank refunds may take up to 10 calendar days to appear
- Shipping charges are refunded only if your entire order is confirmed as faulty
For any questions please contact our Customer Care team at uk.customercare@shopmaksu.com