Help Center

The help center is a resource that users can use to find answers to their questions. If the information present in the below tabs is not sufficient, please contact our Customer Service team at [email protected]

HOW TO SHOP & PLACE AN ORDER

1.Do I need an account to place an order?

No, all you need is an email address. We recommend that you register for an account to start adding pieces to your Wishlist, but, you can also place and track orders as a guest and sign up at a time that suits you.

2. I have forgotten my password: what should I do?
Simply follow the ‘Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

3. Can I place an order over the phone?
Sure! Our friendly Customer Service Advisors are happy to assist you with this. Use our live chat or contact us at [email protected]. We’re happy to help via our social media channels as well. Find us on Facebook and Instagram.

4. Where can I find size & fit advice?

Click on ‘Size Guide’ on the item’s page to view our conversion chart. We also provide fit information and model measurements for each style under the ‘Size & Fit’ tab.

5. Can I cancel my order or make changes to it?

Yes, you might be able to cancel some items before we prepare your order. Just contact us with your cancelation request and we will make sure to deal with it. We can’t add items to an existing order, but you can place a new order for any additional pieces. You can find more info in our Return & Refunds Policy.

6. Which currencies can I shop in?

Currently, we are only offering shopping in Euros. However, we do except orders from any location within the Balkans and the EU.

7. When will my card be charged?

If you pay by debit or credit card, Maxx Group will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, but your bank or card issuer may reserve the order amount in your account immediately.


8. What payment methods do you accept?

  • Visa
  • MasterCard
  • Cash on Delivery

We will soon offer payment through Paypal, as we continue to improve the experience for our customers.

9. Will my personal details stay safe?

Absolutely. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the Maxx Group Privacy Policy.


10. Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, we don’t offer reservations.

11. Are Maxx Group items authentic?

100%. Our offering is expertly curated from the best luxury fashion around the globe and we guarantee all items are authentic.

12. How will my order be packaged?

Your order will be carefully packaged in a protective and customized Maxx box — with branded dust bags if provided by the designer — to ensure it arrives to you in great condition.

13. When will I receive my item and how can I track delivery?

For any question or concerns, please contact us directly to receive the status of your order. Contact could be by any of our social media platforms or email at [email protected]

Notice: Orders within Kosovo may take up to 48 hours to deliver. Whereas, orders from Albania, Macedonia, or other countries in the region can take up to 3 days to deliver to your address.

  • What is Maxx Groups returns policy?

Please visit the dedicated returns policy page to learn more about the conditions regarding returns.

TERMS OF USE & CONDITIONS

The following Terms of Use apply to the websites offered by Maxx Group Sh.p.k and/or its subsidiaries. These General Terms of Use may in a specific case be supplemented, modified or replaced by additional terms and conditions, e.g. for the purchase of merchandise. You are deemed to have accepted the application of these Terms of Use at the time you log in or, where no special log in is required, at the time you start using a Maxx Group site.

Copyright and Other Intellectual Property Rights

© 2020 Copyright Maxx Group Sh.p.k. All rights reserved. The content of the Maxx Group Sites, including, but not limited to, their web pages, programs, graphics, illustrations, audio, videos, scripts, texts as well as the arrangement of same on the Sites are subject to copyright protection and other laws protecting intellectual property.

The content of the Maxx Group Sites may not be used for commercial, business and/or public purposes, in particular it may not be copied, distributed, modified or made accessible to third parties. Any copies made of the content must contain a Maxx Group copyright notice of the respective brand. Notices of protected rights may not be removed.

Trademarks

Unless provided otherwise, all trademarks on this Website are protected trademarks of Maxx Group or one of its licensors. This applies in particular to brands, collection labels, logos and emblems.

No License
You are not granted an explicit or implicit license or any other right to use the content of the Maxx Group Sites unless you first obtain the written consent of Maxx Group or the respective licensor. Any improper use of the content is strictly forbidden and Maxx Group will institute civil and criminal proceedings in relation thereto.

User Behaviour
You are prohibited while using the Maxx Group Sites (I) from inflicting damage on people (especially on minors) and from violating their rights of personality, (II) from behaving in a manner that violates public policy, (III) from sending content that is libelous, defamatory, obscene, insulting, pornographic or which glorifies violence or invades the privacy of another person, and (IV) from infringing industrial property rights or copyright or other proprietary rights and from advertising goods or services and from soliciting transfers of economic benefit.

User activities which are aimed at disabling the Maxx Group Sites or at least making their use more difficult are forbidden and may lead to Maxx Group instituting civil or criminal proceedings.

You are also prohibited from using the Maxx Group Sites for any purpose that is unlawful. In particular, you are not permitted to register third parties at the Maxx Group Sites for a subscription to a newsletter or similar publication (e.g. My Account) without their knowledge and express consent or to register them for a competition without their knowledge and express consent.

Maxx Group may block your access to the Maxx Group Sites at any time, including, but not limited to, where you breach your duties under these Terms of Use.

Registration and Password
Maxx Group may at any time revoke your login authorization and block your login data without giving reasons, including, but not limited to, where (I) you made a false statement at the time you registered, (II) you violated the law when using the Maxx Group Sites or (III) you have, for an extended period of time, not used the Maxx Group Sites.

All information that you supply when registering must be truthful and you must notify Maxx Group without delay of any changes which subsequently affect the information supplied.

After you have successfully registered, you will automatically receive an e-mail notifying you that your account has been set up. Your e-mail address will at the same time be your user name for your account. During the registration process you will be asked to choose and submit a password. After you log into your account, you may change your password if you wish. You must keep your user ID and password confidential, may not make them available to any third party and must protect your user ID and password from access by unauthorized third parties. You will be responsible for any misuse of your user ID or password.

Liability
You are responsible for all your actions at or in connection with the Maxx Group Sites.
Maxx Group strives to ensure that these Sites are administered and maintained with due care. Nonetheless, Maxx Group does not warrant that the information contained on the Maxx Group Sites is error-free or accurate or that access to the Maxx Group Sites will be uninterrupted. Furthermore, it disclaims any liability for lost, damaged or deleted downloads.

Maxx Group accepts no liability for any damage arising directly or indirectly from the use of the Maxx Group Sites. Nothing in these Terms of Use excludes or limits Maxx Group’s liability in cases of intentional harm, gross negligence, injury to life, body or health, fraudulent concealment of a defect or breach of a material contractual obligation where liability is mandatory. Maxx Group’s liability for damages for breach of a material contractual provision will, however, be limited to the usual foreseeable damage except in cases involving its intentional wrongdoing or gross negligence.

Links / Content of Third Party Sites
To the extent that the Maxx Group Sites mirror other Internet sites which are operated by third parties or contain links to such sites, Maxx Group assumes no liability for the content of these sites nor does it endorse them or their content. Maxx Group is not responsible for the content of such sites. Your use of such sites is at your own risk.
You are not permitted to post any content to the Maxx Group Sites unless Maxx Group has requested you to do so or has explicity made the necessary applications available. As a rule, Maxx Group has no control or influence over the content posted by users of the Maxx Group Sites or other third parties. The persons responsible for such content are the users or third parties who posted such content, but not Maxx Group.

Changes / Improvements
Maxx Group reserves the right to amend these Terms of Use as well as to modify the content and structure of the Maxx Group Sites at any time. The right reserved above will also include the right to make certain offerings and services subject to payment or to discontinue them entirely.

MAXX GROUP PRIVACY POLICY 

LAST UPDATED: 3RD JULY 2020

1. ABOUT THE MAXX GROUP AND THIS PRIVACY POLICY
We are the Maxx Group Sh.p.k (“we”, “us”, “our”), and we are committed to protecting your privacy. Maxx Group Sh.p.k is the controller for the purposes of the General Data Protection Regulation (the “GDPR”), with its registered office located at Rruga Marigona Residence , Preoc 10500, Kosovo 10000.

This Privacy Policy provides information on how we collect and use personal data. Maxx Group Sh.p.k operates maxx-group.com. This Privacy Policy sets out the information that we collect, the reasons for which we collect that information, and how we can use and share that information.

The Website and the services provided by Maxx Group are not intended to be used by children. If you have any questions about this Privacy Policy, including any requests to exercise your legal rights, you can contact our Customer Service department [email protected]

2. THIRD PARTY WEBSITES
Our Website can contain links to and from the websites of our partner boutiques, retailers and brands (collectively our “Partners”), advertisers, and affiliates, amongst others. If you follow a link to any of these websites, please note that this Privacy Policy does not apply to those websites. We are not responsible or liable for the privacy policies or practices of those websites, so please check their policies before you submit any personal data to those websites.

3. WHAT INFORMATION DO WE COLLECT, AND HOW?
When you interact with us, whether by using our Website or communicating with us, we may collect the following information about you:

• information you give us: you may give us information about yourself if you sign up for an account on our Website, place an order for products, complete any online forms (such as registration forms, competitions, and surveys), opt in to receive our newsletters and special offers, enter a competition or promotion, participate in social media functions with our Website, or correspond with us (by email, telephone, instant chat, social media or otherwise).
Depending on what you provide, this information can include your name, address or location, phone number and email address, date of birth, gender, purchase information, shopping preferences, images and financial information (including your credit or debit card details, although we do not hold them, our payment processors do).

If you register an account on the Website, then you may choose to give us your photograph and nickname. Although we will let them know that we received their details from you, please ensure that you have the permission of your friends before sharing their contact details with us and only forward emails to people you know would be happy to receive them.
We supplement the data you provide to us with data from data append services such as public or social graph data in order to better serve you with content or promotions. We will append this data to our existing customer account information to better understand customers’ interests and to provide more relevant product recommendations and advertising, to increase our customer’s security when using our Website and to comply with our legal obligations, such as sanctions laws. This information may include household size, household income, or profession. This information can be associated with your personal information such as name, email, address, physical address or phone number.

You can see more details about the third parties we use in section 5.

• information our IT systems collect about you: each time you visit the Website, certain information will be created and automatically recorded by our IT systems. That information includes:

cookies: you can see more details about cookies in section 7, but these small text files can help improve your experience with the Website and make it easier to interact with us. This may include storing your location or language preferences to save you having to re-enter information when returning to, or ensuring that items you wish to order don’t disappear as you navigate between pages on, our Website. We also use cookies to provide you with tailored advertising;

device information: the information provided by your device will differ depending on which type of device you are using (whether it’s a PC, Mac, iPhone, Android, or otherwise) and the settings on that device, but includes the type of device you have (such as an iPhone 6S or Samsung Galaxy S7), the device’s IP address, the browser you are using, your mobile network provider (for mobile devices), the pages you have visited, your time zone and country location, and crash or download error reports.

4. WHAT DO YOU USE MY INFORMATION FOR?
To provide you services and the Website, including to allow you to order and receive products using our Website, administer your account and to optimise your experience we need to use the information that we collect in a number of different ways.

We also use the information for marketing and advertising purposes. Where you have told us you would like to receive marketing communications or when you have made a purchase using our services, we will use your personal information (including your name, email address and address) to occasionally send you updates, news, and offers via email, post, or other forms of media. We may use your information (including supplemental information received from partners that we append to our existing customer information as described below), to tailor these messages to you. You may unsubscribe from our email marketing communications by modifying your preferences in your account’s profile management section, or by following the opt out instructions in the promotional emails that are sent to you.

We use third-party service providers to serve advertisements most relevant to you across your different devices and on our own and others’ websites. In addition to the information about your visits to our website, our service providers may also use the information about your interactions with other websites or applications to target advertisements for products available from Maxx Group. For information about opting out of targeted advertising and controlling the use of cookies, please see the cookies section of this Privacy Policy.

To register and manage your account in our Website, we collect your name, email, password and other additional details you may wish to add in your account, like phone number, addresses and gender. The legal basis is the performance of a Contract with you.

To fulfil the orders you make through our website, we collect your Name, addresses, phone number, Order details, like the products you are buying, the size and price. The legal basis is the performance of a Contract with you.

To collect payment from you we collect your payment information, which comprises the credit/debit card’s number, holder’s name and CVV we do not store them and only transfer them to our authorized payment providers. The legal basis is the performance of a Contract with you.

To provide you with our customer services (including helping you to solve any issue you have with our services, updating you about any change to our terms of service, or contacting you to know how was your experience with us) we collect your name, email, password and addresses and your contact history with us (including phone records of our conversations. The legal basis is the performance of a Contract with you and our legitimate interests in retaining you as a customer.

To monitor the quality of our customer services, we collect your name, email, password and addresses and your contact history with us. The legal basis is the legitimate interests in running our business.

To administer, maintain and optimize our Website and our services, we collect your device information (such as your device IP address and device type), Cookie identifiers and browsing information. The legal basis is the legitimate interests in running our business.

To perform fraud and credit checks and if we can do business with you, we collect your name; email; addresses; browsing history; purchase history; date of birth; gender; device information (such as IP address and device type). The legal basis is the legitimate interests to protect Maxx Group and its customers from fraudulent activities and compliance with a legal obligation.
To send you marketing communications and personalised offers, we collect your Name; Email; Phone Number; Addresses; Date of Birth; Purchase history; Browsing history and behavior; Device information; Shopping preferences; Cookie identifiers; Internal identifiers; Country. The legal basis is the legitimate interests to electronic direct marketing of similar products and services to that which you have acquired using our Website or, when such is not applicable, your Consent

To provide you with personalised recommendations and enhance your experience, we collect your Name Email; Phone Number; Addresses; Date of Birth; Purchase history; Browsing history and behaviour; Device Information; Shopping preferences; Nickname; Cookie identifiers; Internal identifiers; Country; Spent tier level and Wealth. The legal basis is our legitimate interests in running our business and improve our Website and your experience.

Carry on research, analysis, enquiries and surveys on your use of our website, we collect your Name; Addresses; Email; Device information, legal basis is our legitimate interests in running our business and improve our Website and your experience.

Advertising and retarget advertising of our products and services, we collect your email, cookie identifiers and device information. The legal basis is our legitimate interests in running our business.

To produce aggregated statistical reports, we use your order history, provided that the result of such reports do not identify you. The legal basis is our legitimate interests in running our business and improve our Website.

5. WHO DO YOU SHARE MY INFORMATION WITH?
Your personal data is not shared with anyone. Maxx Group is the sole holder of that data and it will only be used with respect to Section 4.

7. COOKIES
We use technology such as “cookies” to collect information and store your online preferences. Cookies are small pieces of information sent by a web server to a web browser, which allows the server to uniquely identify the browser on each page.
We use the following categories of cookies on our Website:

CATEGORY 1: STRICTLY NECESSARY COOKIES These cookies are essential in order to enable you to move around the website and use its features. Without these cookies, services you have asked for such as remembering your login details or shopping basket items cannot be provided.
CATEGORY 2: PERFORMANCE COOKIES These cookies collect anonymous information on how you use our Website. For example, we use Google Analytics cookies to help us understand how customers arrive at our site, browse or use our site and highlight areas where we can improve areas such as navigation, shopping experience and marketing campaigns. The data stored by these cookies does not show personal details from which your individual identity can be established. You may opt-in to these cookies using your browser settings..

CATEGORY 3: FUNCTIONALITY COOKIES
These cookies remember choices you make such as the country you visit our website from, language and search parameters such as size, colour or product line. These can then be used to provide you with an experience more appropriate to your selections and to make the visits more tailored and pleasant. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites. You may opt in to these cookies using your browser settings.

CATEGORY 4: TARGETING COOKIES OR ADVERTISING COOKIES
These cookies collect information about your browsing habits in order to make advertising more relevant to you and your interests. They are also used to limit the number of times you see an advert as well as help measure the effectiveness of an advertising campaign. The cookies are usually placed by third party advertising networks. They remember the websites you visit and that information is shared with other parties such as advertisers. For example, we use third party companies to provide you with more personalised adverts when visiting other websites. You may opt-in to these cookies using your browser settings.

CATEGORY 5: SOCIAL MEDIA COOKIES These cookies allow you to share what you’ve been doing on the website on social media such as Facebook and LinkedIn. Please refer to the respective privacy policies for how their cookies work. If you want to delete any cookies that are already on your computer, please refer to the help and support area on your Internet browser for instructions on how to locate the file or directory that stores cookies. Information on deleting or controlling cookies is available at www.AboutCookies.org. Please note that by deleting our cookies or disabling future cookies you may not be able to access certain areas or features of our Website.

You can withdraw your consent to these cookies at any time through the following options:

• Google Analytics cookies across all websites, please visit Google Analytics Opt-out Browser Add-on;
• any other type of cookies, you can clean the cookies through your browser settings.
Please note that refusing cookies does not mean you will no longer receive online advertising. It does mean that the company or companies from which you opted out will no longer deliver adverts tailored to your web preferences and usage patterns, so you may see a greater number of adverts that are irrelevant to you and your preferences.

8. SECURITY
Keeping you and your personal information secure is very important to us. We take a number of reasonable steps to try to protect the personal information that you provide, including:

• using a Transport Layer Secure (TLS) to encrypt the personal data that you send us during the order process (including any financial information such as credit or debit card details);
• requiring you to establish a unique username and password to access your account on our Website;
• not keeping details of your credit or debit card that would enable any third party to transact using that credit or debit card (such as your CVV number); and
• regularly monitoring our servers and IT systems for possible vulnerabilities and attacks.

Unfortunately, despite this, the transmission of information via the Internet is not completely secure. We cannot guarantee the security of your personal data transmitted to or through our Website, and any such transmission is at your own risk. In particular, please keep in mind that if you voluntarily disclose personal information through other means of communication than the Website in a non-protected environment (such as through email, sms, online messages) then that information can be collected and used by others outside of our or your control.

9. HOW LONG WILL YOU USE MY INFORMATION FOR?
We retain the data you provide to us for as long as you have your account with us and thereafter for such period as you may have questions or a claim in relation to our services, notwithstanding any superior retention period that we may be obliged to observe in accordance with legal requirements applicable to us.

In some circumstances, you can ask us to delete your data as set out below.
After you have terminated your use of our services, we may store your information in an aggregated and anonymized format.

10. COMPLAINTS
If you have any questions or concerns about this Privacy Policy, please contact us:
• by emailing us at [email protected]

12. UPDATES TO THIS POLICY
Any changes we may make to this Privacy Policy in the future will be posted on this page and, where appropriate, notified to you by email. Please check back regularly to keep informed of updates or changes to this Privacy Policy.

RETURNS POLICY & PROCESS

Returns Policy

Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
  • When trying on footwear, please take care not to mark the soles or damage the shoe box.
  • If an item has a Maxx Group security tag or brand tag attached, it must be returned with the tag in its original position.
  • Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
  • Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
  • Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.
  • Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you.

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

If you processed your order through guest checkout please contact our friendly Customer Service to start your return. To return or cancel an item that has been made to your specifications, please view our ‘Customised Items’ section below for further information.

Returns Process

We do not offer cash refunds. Customers can return their product in exchange for another product from our shop, or a gift voucher that can be redeemed in the future. The customer returning the product will be responsible for return costs.

Your returned item must arrive at the Maxx Group store no later than 7 days after your delivery date. 

To book a returns pick-up:

  1. Please contact us through any of our social media accounts, website live chat or by email at [email protected]
  2. Visit any of the physical stores in Kosovo.

What happens next?

Prepare your package with all of its items and take your invoice when visiting any of our stores.

Find our store locations through our integrated “Store Locator”

Canceling an order

Depending on where you live, you can also choose to cancel your order. If you choose this option we will refund you the full price for any returned item that meets our Returns Policy; however, you will be responsible for the cost and arrangement of returning the item(s) to any of the Maxx Group stores.

Please view our Terms & Conditions for further information on canceling an order.