Returns & exchanges

Returns -| & exchanges
Returns & exchanges

Do you have any questions ? We're here for you

Welcome to our FAQ section dedicated to returns. Despite our House's high standards and quest for excellence, it can sometimes happen that an item doesn't give you complete satisfaction and requires an exchange or refund.

That's why we've put together answers to the most frequently asked questions about our returns policy, processing times and exchange conditions.

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What are the return conditions ?

If you are not completely satisfied with the items you have ordered from our e-shop, you have 30 days from receipt of your order to change your mind and return the item(s) to us.

After this period, items cannot be exchanged or reimbursed.

Only items in perfect original condition, unworn, unwashed, unstained and with all accessories and labels intact, may be returned.

If you have ordered a MAX&MOI Elixir d'ambiance, it must be returned in its original packaging.

All returned items meeting the above conditions will be refunded at purchase price.

Depending on the country you're in, there are different return procedures.

How do I return or exchange an order from Metropolitan France and Europe ?

From metropolitan France and the European Union (including Switzerland and the United Kingdom), return postage is free, with the exception of returns made during Archives sales and second returns from the same order.

To request a return :

  • Go to your online customer account in the “My orders & returns” section, then click on “Make a return”. If you don't have a customer account, you can access our returns portal directly by clicking here.

  • Enter your order number and the email address you used to place your order to complete your request.

  • Select the item(s) you wish to return or exchange, choosing a reason for return for each, then follow the instructions to validate your request and download your prepaid label. To facilitate your return, the label will also be sent to you by e-mail.

  • Print your prepaid return label and stick it on the parcel. Place your items and your delivery note in the MAX&MOI box or carton of your choice, ensuring that your items are well protected.

  • Send your package by scheduling a UPS pickup on ups.com, or by dropping it off at a UPS Access Point: there are many UPS Access Points (retailers, florists, etc.). Find your nearest one here.

On receipt of your parcel in our logistics workshop, your return will be processed within 3 to 10 working days.

How do I return or exchange an order from abroad ?

From abroad, you are responsible for return shipping costs, MAX&MOI does not provide prepaid return labels.

If you have paid delivery costs when ordering, please note that for all returns, whether partial or complete, the delivery costs paid at the time of the initial order will remain your responsibility.

We will pay the return shipping costs and reimburse the original shipping costs, only in the case of non-conformity of a delivered item.

To request a return :

  • Go to your online customer account in the “My orders & returns” section to declare your return, or go directly to our online returns form by clicking here.

  • Enter your order number and the email address you used to place your order to access the returns form, then follow the instructions.

  • Prepare your return delivery by slipping your items and your delivery note into the MAX&MOI box or carton of your choice.

  • Ship your parcel with the carrier of your choice, to the address below :

MAX&MOI

Retour WEB

14 RUE MARTEL

75010 PARIS

To make it easier to identify your parcel and process your request, it is essential to make your return request online by filling in the returns request form.

Are exchanges possible on the site ?

Our House now offers online exchanges for the same item in a different size, while stocks last.

For another model, or another color of the same model, we invite you to make a return and place a new order on the e-shop.

How long does it take to get my money back ?

Returns take between 2 and 5 working days to reach us, for returns from metropolitan France and the European Union.

Once the parcel has been received in our logistics workshop, your refund will be processed within 3 to 10 working days, if all the conditions mentioned in the returns procedure have been met.

A refund confirmation will then be sent to you by email.

The refund will be made using the same method of payment as the one used at the time of purchase, depending on your bank's processing times. If this method of payment has expired, please contact Customer Service to change the method of reimbursement. If you have a deferred debit card, the credit may also be deferred.

How does an exchange work ?

Your item will be exchanged as soon as your return has been received and checked in our logistics workshop. Once your return has been validated by our teams, a new order will automatically be created with the replacement part.

You will be notified by email as soon as your exchange order has been dispatched. This email will contain a tracking number enabling you to follow the progress of your parcel in real time.

Are delivery costs refunded ?

Delivery is free in France and Europe.

For international orders where delivery is charged for orders under 700€, the initial delivery costs are not refunded.

we cover the cost of returns and reimburse the initial delivery costs, only in the case of non-conformity of an item delivered.

Can I make a second return for the same order ?

The returns portal only allows you to create one prepaid returns label per order. For additional return requests, please contact Customer Service, who will send you a new label by e-mail.

We only accept one return per order. Your second return will therefore be at your expense, and a flat-rate fee of €5 (incl. VAT) will be deducted from the amount refunded.

For simplicity's sake, we invite you to return all the items you do not wish to keep at once.

What are the return conditions for Archives sales ?

For Archives sales orders, you are responsible for return shipping costs.

- From metropolitan France and the European Union, a flat-rate charge of €5 (incl. VAT) will be deducted from the amount refunded.

- From abroad, returns are at your expense with the carrier of your choice and must be sent to us (with your order slip slipped into the package) at the address below :

MAX&MOI

Retour WEB

14 RUE MARTEL

75010 PARIS

What should I do if my parcel arrives damaged ?

When you receive your parcel, if the packaging shows signs of significant damage, you can refuse delivery and inform us by e-mail, giving your order number and a brief description of the problem. You can also include photos to help us help you. To do so, write to us at support@maxemoi.com.

To enable us to react quickly, this problem must be notified to us within 72 hours of receipt of your parcel.

What should I do if my item has a defect ?

Our House takes great care to ensure the quality of its products and the attention paid to finishing and materials. If, despite the quality control carried out by our teams and the care we take in the manufacture of our garments, a defect is found, we invite you to contact MAX&MOI Customer Service so that we can deal with your request as quickly as possible.

Please provide us with the following information :

- Order reference and date 

- Defective product reference (on product label) 

- Flat photos of defective item 

Your request and the products will be examined by our quality department. If they are found to be defective, we will exchange them for an identical item or refund your order.

Return shipping costs are at our expense for orders from France and abroad.

I received a different item from the one I ordered.

If you have received an item that does not correspond to your order, we apologize in advance for the inconvenience and invite you to make your return request online, specifying the reason for the return.

To help us find a solution quickly, please contact our Customer Service Department in parallel, and send one or more photos to the following address : support@maxemoi.com.

As soon as we receive your order, we will exchange it for an identical item or refund your money. Return shipping costs are at our expense for orders from France and abroad.

Can I return a pre-ordered item?

You have 30 days from receipt of your parcel to return a pre-ordered item. Returns within France and Europe are free of charge.

Can I cancel my online return request ?

A return request made from your account and for which our logistics workshop does not receive an item will not be processed.

If you wish to keep your item after all, simply do not send it to us. We'd be grateful if you'd inform our Customer Service department, so that we don't have to call you again.

Can I make a return to a MAX&MOI boutique?

Exchanges or refunds of items purchased online are not possible in our MAX&MOI boutiques.

Similarly, only items ordered from our e-shop can be returned or exchanged online, using the returns form here.

What if I need a touch-up ?

If you are not satisfied with your order because of a size problem, we can alter your silk pants, leather leggings or Furever faux fur jackets to fit you. Don't hesitate to contact our Customer Service Department for a quote and delivery time.

If you can't find the answer to your question about your return or refund request in the FAQ, please write to us at support@maxemoi.com.