At Massimo Dutti Shop, we are committed to delivering timeless sophistication and impeccable quality to a discerning global clientele. Our customers appreciate curated elegance, from essential Clothing and Coats to statement Bags, Boots, and Business shoes. We understand that the confidence to embrace true style is underpinned by a seamless and reliable service. This policy outlines our commitment to you through transparent shipping practices and a refined, straightforward returns process.

Shipping Information

We deliver to a global audience (excluding select remote regions and parts of Asia). Every order is handled with care and precision, reflecting the quality of the items within.

Order Processing & Delivery Timelines

  • Order Processing: All orders are carefully prepared within 1-2 business days before dispatch.
  • Shipping Methods & Delivery Times:
    1. Standard Shipping: Shipped via DHL or FedEx.
      • Delivery: 10-15 business days after dispatch.
      • Cost: A flat fee of $12.95.
    2. Free Shipping: Available on orders over $50, shipped via EMS.
      • Delivery: 15-25 business days after dispatch.

You will receive a tracking notification via email once your order is on its way.

Returns & Exchanges Policy

Our policy is designed for your convenience, ensuring a resolution that matches the care we put into our products. We accept returns and exchanges within 15 days of the delivery date.

1. Eligibility & Conditions

To be eligible for a return or exchange, the item must meet the following criteria:

  • Request is initiated within 15 calendar days of the delivery date.
  • Item is unworn, unwashed, and unused.
  • All original tags, labels, authenticity cards, and packaging (including dust bags or boxes) are intact and included.
  • The original invoice or proof of purchase is included.

2. Non-Returnable Items

To uphold the highest standards of hygiene and product integrity, the following items from our curated collections are considered final sale and cannot be returned or exchanged:

  • Accessories classified as intimate wear or for hygiene reasons, specifically:
    • Gloves
    • Certain close-fitting Beanies, hats & caps
  • Personalized or altered items.
  • Items damaged due to customer misuse, wear, or accident after delivery.
  • Items not in original condition (missing tags, altered, washed, or with odors).

All other items, including our Coats, Dresses, Boots, Bags & cases, Belts, Business shoes, Ballerinas, Flat shoes, and general Clothing, are eligible provided the above conditions are met.

3. Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request

Contact our Customer Service team within the 15-day window by emailing [email protected]. Use the template provided in section 5 below to ensure we have all necessary details.

Step 2: Receive Authorization & Instructions

We will review your request and, if approved, email you a Return Merchandise Authorization (RMA) number and detailed return shipping instructions. Returns sent without an RMA cannot be processed.

Step 3: Package and Ship Your Return

Securely package the item(s) in their original packaging. Include the original invoice and clearly write the RMA number on the outside of the package. Ship it to the address provided in your instructions.

Return Shipping Costs: The customer is responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item). We recommend using a trackable and insured service.

Step 4: Processing & Refund/Exchange

Once we receive and inspect your return (typically within 5-7 business days), we will notify you via email.
For Exchanges: We will ship the requested replacement, subject to availability. If out of stock, a refund will be processed.
For Returns: We will initiate the refund to your original payment method.

4. Refund Timeline & Method

  • Timeline: Please allow 7-10 business days for the refund to be reflected in your account after we have approved it. The exact timing depends on your bank or payment provider.
  • Method: Refunds are issued only to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). Store credit or alternative method refunds are not available.
  • Shipping Fees: Original shipping charges (Standard or Free Shipping) are non-refundable.

5. Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us immediately at [email protected]. We will arrange a prepaid return shipping label and prioritize a replacement or full refund, including any shipping charges.

Contact Us

For any questions regarding our Shipping & Returns policy, please contact our dedicated customer service team. We are here to ensure your experience with Massimo Dutti Shop remains impeccable.

Email: [email protected]
Postal Address for Authorized Returns:
Massimo Dutti Shop
2305 Ranchland Dr, Savannah, US 31404
*Please wait for our authorized return instructions before shipping any items to this address.