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.