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Faq/Help

RETURNS AND REFUNDS


Can I change an item?
If your order has already been shipped, we invite you to wait until it arrives and then to contact our Customer Service to request its return. We inform you that, once confirmed, your order could not be deleted.


How can I return an item?
Before returning any products, you must request an authorization to return the products. If you are a registered user, you can manage the return request by logging on your personal area "My Orders", by clicking on “RETURN”. If you purchased as a website guest, without signing in, you have to contact the customer service. Depending on the reason for the return, you will be sent via e-mail the correct procedure to follow.
I don't like the product delivered to me or it doesn't fit me, what should I do?
If you don't like the product purchased, you can request an authorization to return the products as explained above. The return will be at the customer's expense and the return address is indicated in the confirmation e-mail the customer will receive*. Once the goods have been returned to the warehouse their condition will be checked and the refund will be made within approximately 30 days. No refunds are possible for products received in conditions not complying with the return terms. The refund will be automatically paid into the credit card used to make the purchase and you will receive confirmation by email at the address indicated on the order. *except for customers in Germany or Austria for whom the return expenses are always charged to eu.weekendmaxmara.com.


I've received a different item to the one ordered, what should I do?
Should the product received not be the same as the one you ordered, eu.weekendmaxmara.com will take full responsibility for the return. You have to request a return and after that you will be informed by e-mail and by phone in order to definitively confirm the picking-up of your parcel, at no extra cost. As soon as the goods have been returned to the warehouse their condition will be checked and the refund will be made within approximately 30 days. No refunds are possible for products received in conditions not complying with the return terms. The refund will be automatically paid into the credit card used to make the purchase and you will receive confirmation by email at the address indicated on the order.


I've received a defective product, what should I do?
If the product purchased has any defects, then eu.weekendmaxmara.com will be fully responsible for the return. You have to request a return and after that you will be informed by e-mail and by phone in order to definitively confirm the picking-up of your parcel, at no extra cost. The refund will be automatically paid into the credit card used to make the purchase and you will receive confirmation by email at the address indicated on the order.


When will you send me the refund?
As soon as products are returned to our warehouse for any reason whatsoever, a check is made of their condition after which the refund will be made within 30 days.


Can I change a product bought in eu.weekendmaxmara.com in another store?
No. To change an item you must always return it to eu.weekendmaxmara.com.

PAYMENT


how do I pay?
You can pay by credit card (Visa, MasterCard, American Express) and PayPal.

when will the amount owed be charged to my account?
The amount owed will be charged to your account when you receive the email confirming delivery of the order. Therefore the amount will be charged to your account at the time of actually shipping the goods, which may even take place a couple of days after the order confirmation.


what currency will be used?
The currency used in all the European Community countries is the Euro (EUR), except for the United Kingdom where the pound is used (GBP).

are on-line purchases safe?
eu.weekendmaxmara.com uses special systems to control and check all the transactions that take place on the website, including Secure Sockets Layer (SSL) to allow for cryptographing all potentially sensitive data.


my payment has not been accepted, why not?
There may be various reasons why your payment has not been accepted: check the credit card you entered at the time of placing the order, such as expiry date, card type and number. If the problem still persists please a contact our Customer Service.


what is a cvv/cvc code?
The CCV (Credit Card Verification code) is a 3 or 4 number code on the back of your credit card which is necessary for increasing the security of the transaction.

SHIPMENT


when will my order be delivered?

Orders placed during office hours (Mondays to Fridays, from 8:00 a.m. to 5.00 p.m.) are usually initialized in the same day and the delivery is carried out in timeframes depending on the destination country. Since shipments are not made on Saturdays or Sundays or holidays, they will be made on the following work day.


what are the delivery times and costs?
Following is a table illustrating the delivery times and costs for standard and express deliveries:

 

 

Area

Standard Shipping


Working Days

Cost



Austria

 

10.00 €

 

 

Belgium

 

10.00 €

 

 

Bulgaria

 

20.00 BGN

 

 

Cyprus

 

Czech Republic

Denmark

 

 10.00€

 

10.00€

75.00 DDK

 

 

Estonia

 

10.00 €

 

 

Finland

 

10.00 €

 

 

France

 

10.00 €

 

 

Germany

 

10.00 €

 

 

Greece

 

10.00 €

 

 

Hungary

 

3000.00 HUF

 

 

Ireland

 

10.00 €

 

 

Italy

 

 FREE

 

 

Latvia

 

7.00 LVL

 

 

Lithuania

 

34.00 LTL

 

 

Luxembourg

 

10.00 €

 

 

Malta

 

10.00€

 

 

 

Netherlands

 

10.00 €

 

 

Poland

 

 42.00 PLN

 

 

Portugal

 

10.00 €

 

 

Romania

 

44.00 RON

 

 

Slovakia

 

10.00 €

 

 

Slovenia

 

10.00 €

 

 

Spain

 

10.00 €

 

 

Sweden

 

90.00 SEK

 

 

United Kingdom

 

9.00 £

 

 

 

All promotions will be indicated on the homepage of the eu.weekendmaxmara.com website.


does the order date differ from the shipment date?
The order date refers to the date on which the order was placed and confirmed on the website, whereas the delivery date refers to the date on which the goods were dispatched from our warehouse and handed over to the carrier.


what are the destinations where it is not possible to make deliveries?
eu.weekendmaxmara.com ships to all countries in the European Community with the exception of the following territories:
• canaries (es) tenerife -capital santa cruz de tenerife
• fuerteventura-capital puerto del rosario
• gran canarias- las palmas de gran canarias
• lanzarote (la graciosa)-capital arrecife
• la palma -capital santa cruz de la palma la gomera, capital san sebastián de la gomera
• el hierro -capital valverde
• balearic islands (es) majorca
• minorca
• ibiza
• formentera
• azores (pt) são miguel
• pico
• terceira
• são jorge
• faial flores santa maria
• graciosa
• corvo
• madeira (pt)
• ceuta (es)
• melilla (es)
• dom (fr-overseas department) guadalupe (main city basse-terre)
• french guyana (main city cayenne)
• martinique (main city fort-de-france)
• reunion (main city saint-denis) the islands of saint-barthélemy and saint-martin
• aland island (sv)
• campion/lake of lugarno (it)
• livigno (it)
• andorra
• channel islands (uk)
• gibraltar (es)


can deliveries also be made to an alternative address?
eu.weekendmaxmara.com can also deliver to an alternative address (e.g. your workplace); you just need to provide the delivery address. For security reasons, eu.weekendmaxmara.com cannot deliver to post boxes or to " poste restante" services at post offices.


how can I track the delivery status?
As soon as the order is dispatched from our warehouse, you will be sent an email confirming all shipping details. Non-registered users can track the status of the order from the order number and email used on the order from the ORDER TRACKING section. If you have a profile on eu.weekendmaxmara.com, you can track the details of your order in the MY PROFILE section.


what happens if the carrier does not find anyone at home at the address indicated for the delivery?
After several failed delivery attempts, your goods will be placed in stock at a UPS warehouse. You will be contacted by our Customer Service and requested to provide the information necessary for the delivery. If we have not heard from you within three days after the notification, products will return to our own warehouse and the amount of your order will be refunded.


will the carrier contact me before the delivery?
It is not usual for carriers to contact you in advance, nor can they guarantee deliveries at specific times.

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