Return Policy

At Max & Lucy London, we strive to ensure that our customers are fully satisfied with their purchases. However, if you wish to return a product, this Return Policy outlines the conditions and procedures clearly and transparently.

1. Conditions for Returns

To be eligible for a return, the following conditions apply:

  • You may only register a return after you have physically received the product.
  • All return shipping costs are the responsibility of the customer, including international postage fees.
  • Returned items must be unused, unwashed, undamaged, and in their original condition, with all labels, tags, and packaging intact.
  • Trying on an item is allowed, but wearing it for any purpose beyond fitting is not permitted.
  • Ordering multiple sizes with the intention of returning part of the order is not allowed.
  • Products showing signs of wear, damage, or improper handling will not be accepted for return.

These conditions help ensure fair and consistent handling of returns and maintain the quality of items sent to all customers.

2. Return Procedure

Please follow the steps below to initiate a return:

Register your return via email at info@maxlucylondon.com within 14 days of receiving your item.

You will receive the return address of our fulfillment partner, located in China.

You must return the item entirely at your own cost, including any customs fees, international postage, or carrier charges.

We strongly recommend using a tracked shipping service to avoid lost parcels. Without tracking, we cannot verify receipt of the returned item.

Returns that are not registered in advance will not be processed.

3. Refunds

Once the returned item has been received at the designated return address and inspected for compliance with our return conditions:

  • Your refund will be processed within 14 days
  • The refund will be issued using the same payment method used during checkout
  • Shipping costs, customs fees, and other related expenses are non-refundable

If the item does not meet the return requirements, we reserve the right to refuse the refund.

4. Liability

To ensure transparency and clarity, the following terms apply:

  • We are not responsible for parcels lost during return shipment if tracking shows delivery to the address provided by the customer.
  • If an incorrect delivery address was entered during checkout, this is the customer’s responsibility.
  • Address errors must be reported within 24 hours after the order is placed.
  • We are not liable for delays caused by customs, international couriers, or external shipping conditions.

5. Contact Information

For questions or support regarding returns, you can contact us at:

Email: info@maxlucylondon.com
Company Name: Max & Lucy London

We aim to respond to all inquiries as quickly as possible.