FAQ
How do I create an account?
You can create a new account by clicking on "MY ACCOUNT" in the upper right-hand corner of each page and by completing the registration form. Once registered, you can start enjoying the Maksu shopping experience.
Can I order without registering?
Yes, you can place an order without creating an account, simply by entering your personal, delivery and payment details.
How do I update my account information?
To update your account information you must log-in by clicking on the "MY ACCOUNT" tab. From there you can edit the information within it.
Can I recover the password if I have forgotten it?
Yes, if you have forgotten your password, you must go to the "MY ACCOUNT" tab and once inside you will see the email field where you can click on "I have forgotten my password.” You can recover your password by entering your email address. In case you do not receive the recovery email, please check the spam or junk mail box in your email account. If it is not in any of the mailboxes, you can try again by repeating the same process or by sending us an email to info@shopmaksu.com
DELIVERY AND ORDER TRACKING
What shipping companies do we work with?
Items purchased at www.shopmaksu.com are shipped through “Sending” in Spain, “Yurtiçi Kargo” in Turkey, and through “DHL” in other countries.
How much are shipping costs?
Shipments to Spain and Turkey are free on orders over €40. Shipping costs for all other countries vary depending on the region. See below for more information on associated shipping costs for all other countries.
What are your shipping areas?
These are the countries we currently ship to:
EUROPE
DEST ZONE
TRANSPORT COST
Austria (AT) - 18,01 €
Belgium (BE) - 15,35 €
Bulgaria (BG) - 18,67 €
Croacia (HR) - 18,67 €
Cyprus - 18,67 €
Czech Republic - 18,67 €
Denmark (DK) - 18,01 €
Estonia (EE) - 18,67 €
Finland (FI) - 18,01 €
France (FR) - 15,35 €
Germany (DE) - 15,97 €
Greece (GR) - 18,01 €
Hungary (HU) - 18,67 €
Ireland (IE) - 18,01 €
Italy (IT) - 15,35 €
Latvia - 18,67 €
Lithuania (LT) - 18,67 €
Luxembourg (LU) - 15,97 €
Malt (MT) - 18,67 €
Holland (NL) - 15,97 €
Poland (PL) - 18,67 €
Portugal (PT) - 13,58 €
Romania (RO) - 18,67 €
Slovakia - 18,67 €
Slovenia - 18,67 €
Sweden - 18,01 €
OTHER COUNTRIES
UK - 13,77 €
USA - 21,46 €
Mexico - 21,46 €
Canada - 21,46 €
Azerbaijan - 24,93 €
Armenia - 24,93 €
Arab Emirates - 24,93 €
Qatar - 24,93 €
Kuwait - 24,93 €
Bahrain - 24,93 €
Brazil - 41,25 €
Colombia - 21,46 €
How can I track my order?
Once your order is confirmed, you will receive an email informing you of its status. When your order has been delivered to the shipping company, you will receive another email with the tracking number to track it online on the shipping company's website. In the case of international orders you must enter the tracking number received on the DHL website, you can do so by clicking on the link below and adding the tracking number: Tracking | DHL | Global
What is the estimated delivery time?
The estimated delivery time will range from 4-6 business days, depending on the delivery location.
* The delivery times of our products may vary depending on the availability of the product, the country of delivery and the demand.
What can I do if there is an issue with my order?
Products are considered incorrect if they are different from how they are seen on the website or if they are not of satisfactory quality. Please note that products damaged due to accidental or improper use will not be considered incorrect. If the item is defective when you receive it, you can return it for your refund by informing us within 3 days of the date you received it. You can do this by sending us an email to info@shopmaksu.com
RETURNS & EXCHANGES EUROPE
You have 14 calendar days from the date of the arrival of your purchase to exchange or return your items. If you wish to return your items, or exchange for another size or model, please send an email to info@shopmaksu.com with the subject “return / exchange” in the subject and indicate your order number.
Returns
To return your items, please put the garments back in the box, together with the completed form included in the order, and seal it well. No additional documents or printing required. All returned items must be in their original condition. All tags, labels and replacement buttons (if any) must not be removed.
To organize the return, please contact the parcel company you wish to use or in the email sent to info@shopmaksu.com please mention you would like us to organize the return and we will let you know what to do next. In the event that we organize the collection we will deduct the cost from the amount paid in the return. In the event that you organize the shipping, please return the box to:
ATTN: MAKSU
Address: Lagasca 50, local, 28001, Madrid.
Telephone: +34 912 88 54 53
You will receive a credit within a few days from the time of receipt, using the same payment method you made the purchase. We inform you that it may take up to 10 calendar days for the deposit to be reflected in your account.
*Taxes and shipping costs (and any additional charges) are not refundable.
*The Christmas return and exchange period will be extended.
Exchanges
In the event of an exchange, they are free of charge, but the cost of the return must be covered by the customer. In the event that we organize the collection we will deduct the cost from the amount paid in the return. In the event that you organize the shipping, please return the box to:
ATTN: MAKSU
Address: Lagasca 50, local, 28001, Madrid.
Telephone: +34 912 88 54 53
For an exchange, we will send you the new garments as soon as we have received the returned items, as long as they are still available in our stock. Otherwise, we will proceed to make the corresponding payment in return. For any other questions, please contact us through our email at info@shopmaksu.com or by calling +34 912 88 54 53 . If you want to change models instead of sizes you must first return the product you have received and you must purchase it again.
*Taxes and shipping costs (and any additional charges) are not refundable.
*The Christmas return and exchange period will be extended.
How can I return the product I purchased?
To return your items, please put the garments back in the box, together with the completed form included in the order, and seal it well. No additional documents or printing required. All returned items must be in their original condition. All tags, labels and replacement buttons (if any) must not be removed.
To organize the return, please contact the parcel company you wish to use or in the email sent to info@shopmaksu.com please mention you would like us to organize the return and we will let you know what to do next. In the event that we organize the collection we will deduct the cost from the amount paid in the return. In the event that you organize the shipping, please return the box to:
ATTN: MAKSU
Address: Lagasca 50, local, 28001, Madrid.
Telephone: +34 912 88 54 53
*Taxes and shipping costs (and any additional charges) are not refundable.
Return from Cargo Branch
If you wish, you can take your return to the nearest contracted cargo service point. We prefer that products be returned to us through our own service. You can return the product using any secure company, but in this case you are responsible. If you want to make a return shipment with a courier company we do not have an agreement with, please send us an email first to: info@shopmaksu.com
** The product must be delivered to the cargo branch and be sent to us with the invoice by providing the necessary return conditions within 14 days after reception and after informing us by sending an email to: info@shopmaksu.com
Return Address:
ATTN: MAKSU
Address: Calle De Lagasca 50, local, 28001 MADRID
Tel: +34 912 88 54 53.
Email: lagasca50@shopmaksu.com
*Please note that shipping, taxes and customs fees will not be refunded.
When will the price of the product / products I return be transferred to my account?
Refunds are made depending on the payment method you used during purchase. When the transaction is completed, the return confirmation is sent to you by email. Please note that refunds may take up to 10 business days to appear in your account due to varying processing times between payment providers.
If it has been more than 10 days and you have not received your refund, please use the return confirmation we emailed to your bank. Thus, your process can be accelerated. EU countries' customs duties and sales taxes are non-refundable through the MAX. However, you can get help by contacting your local customs office or by contacting a customs agency.
For all your questions, you can contact us from our services at info@shopmaksu.com
What are your return and exchange conditions?
All items returned must be in their original condition, and tags, replacement buttons (if any) must not be removed. The original shipping box must not be damaged and they must be returned within the return period.
Try the Maksu garment you like in the comfort of your own home and let us know if you want a different size. If you want to change models instead of sizes you must first return the product you have received and you must purchase it again.
To help you choose the perfect fit and make your shopping experience more seamless, contact our Fashion Consultants for some expert advice before your next purchase. You can send an email to: info@shopmaksu.com
Other returns:
- Gift and exchange refund:
If you want to change a MAKSU product that has been gifted to you, please send an email to our e-mail address: info@shopmaksu.com. There are no refunds for gifts. They can be exchanged in the form of garments or a gift card.
- Faulty products:
Products are considered to be erroneous if they are not the same “as seen” on the website, or if they are not of satisfactory quality. Please note that products damaged due to accidental or improper use are not incorrectly evaluated. If the item is faulty when you receive it, you can return it for a refund within 3 days from the date you received it. You should inform us upon receipt by sending an email to info@shopmaksu.com
- Recurring refund
We have a flexible return policy to make your online shopping experience even easier. We monitor the number of returns made by customers, and we can close the MAKSU accounts at our sole discretion, in which a continuous refund request is created in violation of our terms and conditions. If this applies to your account, we will contact you.
- Colors:
We display the colors of our products as accurately as possible on the MAKSU.com website and in our shop. However, since the definition on computer monitors, tablets, and mobile devices are different, we cannot guarantee that the color displayed on your device will be completely accurate.
Is it safe to pay?
Yes, it is safe. Under SSL (Secure Socket Layer) security, no one can view or access your credit card number except for you. As soon as you enter your credit card number, the information is encrypted and sent solely to your bank. It is not possible for a third party to view or access your information, including our company. Your credit card information is only between you and your bank.
How can I pay?
We accept Visa, MasterCard, American Express, PayPal and Debit.
Distance Selling Contract
You can reach the Distance Sales Agreement from the link below:
MAKSU was established in response to the needs of our time: the world is changing and the ways of consumption must also change. MAKSU is the answer to these changes and the new needs based on responsible consumption. It's an adaptation to the environment: we produce high-quality timeless clothing at affordable prices and in limited units. We need to consume less and better, we should understand it as customers and our challenge is to communicate it as a brand. We want you to wear our pieces for years, even decades, to come. That’s why we source the finest materials and factories for our lasting products.
In our collections we seek to create elegant garments to attract attention for their details and quality. We do not believe in the seasons; we make timeless and unique clothing. Nor do we design for a type of woman, but for today's woman. For us, fashion goes beyond trends: the selection of fabrics, craftsmanship, and colors are the essence of all MAKSU designs. Silks, Italian fabrics, hand-made embroideries, delicate beading, luxury fibers and workmanship are the main characters.
Our clients will always know what they are buying, the origin and peculiarities of the fabric, which makes it special, exclusive and affordable. MAKSU is truly accessible luxury. #DressConsciously
As the latest trend has already gone, and it does so quicker every day we want to make clothes with value for: today, tomorrow, forever. #UNFASHION
For any questions or proposals please send us an email to info@shopmaksu.com or call us at 912 88 54 53.
Customer service hours are: Monday thru Friday from 10:00h to 17:00h.
You can also visit us in Madrid, at our flagship store at C / Lagasca, 50, 28001, Madrid.
Opening Hours: Monday thru Saturday, 10:00h to 21:00h
You can find our online collection available in our Madrid store as well as some other surprises. In addition, you can meet our design team. We follow strict hygiene protocols in order to offer you a safe shopping experience.