30 Days Free Returns

You may request a free return within 30 days of receiving your order. The return request must be submitted before the 30-day period ends.

All returns must be reviewed and arranged through our customer service team. Contacting us within the return window does not remove the requirement to follow the return instructions we provide.

Return eligibility requirements

To qualify for a return, an item must meet all applicable conditions below:

• The return request is submitted within 30 days after delivery.
• The item is unworn, unused, unwashed, unaltered, and undamaged.
• All original tags, labels, accessories, and included components remain attached or are returned with the item.
• The item is placed in its original packaging when reasonably possible.
• Valid order information or other proof of purchase is provided.
• The return is sent only after customer service has provided the correct instructions and return details.

We may decline a return when the item does not meet these requirements or shows signs of wear, washing, alteration, misuse, damage, or improper handling after delivery.

How to start a return

You must contact customer service before sending any return. Please do not ship an item to an address found on a package, website, search result, or previous order without first receiving current return instructions from us.

1. Email [email protected] within 30 days after receiving your order.
2. Include your full name, order number, the item you wish to return, and the reason for the return.
3. Wait for our customer service team to review your request and provide the correct return instructions and return details.
4. Package the approved item securely with its original tags, accessories, and included components.
5. Follow the provided return method and retain any return confirmation or shipping record until the process is complete.

Free return shipping

Massimo Dutti provides free return shipping for eligible, approved returns completed according to the instructions supplied by our customer service team.

Do not arrange an independent return shipment before contacting us. Shipping charges paid through an unapproved return method may not be reimbursed, and the package may be sent to an incorrect location.

We do not publish a fixed return address because return details may depend on the order and return request. Always use the current instructions provided by customer service.

Items that may not be returned

The following items are not eligible for return unless they arrived damaged, defective, incorrect, or applicable law requires otherwise:

• Items worn, washed, used, altered, repaired, or damaged after delivery.
• Items missing required tags, labels, accessories, components, or identifying packaging.
• Items marked “Final Sale” or “Non-Returnable” at the time of purchase.
• Hygiene-sensitive items with a protective seal or sanitary protection removed when the product page identifies the item as restricted.
• Items returned after the 30-day return window without prior written approval.
• Items that were not purchased directly from this Massimo Dutti store.

Final sale items

An item is considered final sale only when it is clearly marked “Final Sale” or “Non-Returnable” before purchase. Final sale items are generally not eligible for a return, exchange, or change-of-mind refund.

If a final sale item arrives damaged, defective, or different from the item ordered, contact [email protected] before sending it back.

Refund process

Once your returned item is delivered, it will be inspected to confirm that it matches the approved return request and meets the eligibility requirements in this policy.

When the return is approved after inspection, the refund will be issued to the original payment method. Refund processing takes 3–15 days after the returned item is received and inspected.

The time required for the refunded amount to appear may vary depending on the payment provider. If a return does not meet the policy requirements, our customer service team may contact you about the outcome.

Exchange requests

To request an exchange, contact our customer service team within 30 days after receiving your order. Include your order number, the item you received, and the preferred replacement size or item.

Exchanges are subject to item availability and return eligibility. If a direct exchange cannot be completed, customer service may provide instructions for returning the eligible item so that you can place a separate order.

Do not send an item back for exchange until you have received the correct instructions and return details.

Damaged, defective, or incorrect items

Inspect your order after delivery. If an item arrives damaged, appears defective, or does not match what you ordered, contact us as soon as possible.

Include your order number, a description of the issue, and clear photographs of the item, packaging, labels, and shipping package when relevant. This information helps our team review the issue and provide the appropriate instructions.

Do not discard the item or its packaging and do not send the item back before customer service responds with return details.

Questions about a return

For return, refund, or exchange assistance, email the Massimo Dutti customer service team at [email protected] .

Include your name, order number, item details, and a clear description of the assistance you need. Please do not send a return until our team provides the correct instructions.