Returns & Exchanges

Returns

What is the policy

We hope that you will be delighted with your Max Dilon order. However, we are happy to accept returns or exchanges within 30 days of the item’s receipt for the full amount. Only one exchange is permitted per item.

All returns must be

  • Unworn
  • Have no signs of wear or damage
  • In original condition with tags still attached
  • In all original packaging they were delivered

Returns that have been worn, used, altered, or damaged will not be accepted and may be sent back to you and/or a refund refused. We cannot be held responsible for any missing returns or items whilst in transit.

Note that some items are non-returnable and non-refundable

  • Sale, promotional or custom-made items are final sale and are not eligible for refund.
  • Alexa chains are delicate by nature. It is important to note that black rhodium plating may wear off over time leaving the surface of the base metal with a unique antique-looking gunmetal color similar to black oxidized metals. After natural wear and tear, your piece will develop its own unique vintage “worn” look. This natural process and how soon the plating may wear off depends on how carefully the Alexa chain is handled. We, therefore, do not accept returns of these chains. We are happy to offer repairs and retouches at a cost.

Faulty Items

Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered.

Eyewear

Our eyewear is handmade in Europe and is covered with a one-year manufacturing warranty for problems that occur as a result of production.

How to return or exchange an item:

  1. Send us an email at [email protected] to notify us that you wish to start the return or exchange process. We kindly ask that you do not send items back without notification as it may cause unnecessary delays with processing your return.
  2. Return or exchange shipment should be in the initial condition and all packaging in which the item was sent. Please include also a printed copy of the original invoice for the item. Except for defective items, the customer is responsible for shipping costs. Shipping must be done by courier, not by post, and must include tracking service.
  3. Once the shipment is received, the request will be processed within 5 days, and the customer will receive a confirmation email of the return or exchange.
  4. In the case of refund, the credit or debit card originally used for the purchase will be credited with the cost of the goods, minus the delivery charges. We will process your refund within 5-10 days of receipt of the item. Your credit card company may take 4-7 working days to credit your account.

Refunds

Refunds will be credited to your original method of payment. Original shipping charges, duties, taxes or tariffs will not be refunded. If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid. Once your order has been receipted and inspected please allow 5-10 working days for a refund to be credited back to your payment method.

Any delivery costs paid in connection with the order are non-reimbursable or refundable. Moreover, any return delivery and clearance costs incurred by you when returning products are non-reimbursable or refundable.

Repairs

Max Dilon offers free repairs on items within 90 days from the purchase date shown on the original receipt. We cover any shipping or insurance costs for repair service on faulty items. Except in the case of faulty items, the customer is responsible for shipping costs. Shipping must be done by courier and must include tracking number.

Please note that free repairs do not apply to rhodium plated chains, as they are very delicate and can easily be damaged at handling them. Unless they are faulty, the customer will cover the cost for shipping and repairs.

After the 90 day period, Max Dilon offers repairs at cost. Fees are determined on a case by case basis, based on the cost of materials and time required for repairs.

Repairs are not provided after 2 years from purchase date.

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