Returns & Refunds

Can I return any product, even if I just changed my mind on the purchase?

You have a time limit of 14 days to return your order from the date it has been received, for whatever reason.
The product must be shipped back to our warehouse exactly in the same conditions it has been sent out. It must not have been worn, washed, modified in its shape or color and must contain all its tags and accessories such as shoulder straps.

Can I change the color of a product I purchased?

At the moment it is not possible to request a change of color on a product you already purchased.
If you need to change the color, you can return the purchased products for free within 14 days and make a new order.

I am a registered user: how can I request a return?

You will have 14 days from the date the product has been received to request a return and 14 days more to send the product back. The procedure is quick and easy and the shipping is free of charge.
1. Get online on madetobe.store
2. On the bottom of the page, click on “Contact Us” and send us an email by filling in the requests form. Specify your order number on the subject.
3. You will receive an email with the tag to print out and apply on the package that needs to be sent back to us. You will also receive a new tracking number to follow the shipping process and the DHL courier’s phone number.
4. Make sure the product is protected in a package that suits its size.
5. Arrange the pick up of your package with the DHL courier. Make sure no more than 14 days have passed since you have asked for the return.
As soon as the return will be received by our warehouse, the Quality Control Office will examine it and in case it meets the return policy’s standards, we will send you an email to confirm your return and the refund. You will be able to see the credited amount a couple days later.
Remember that every return must be shipped from the country you have received the order in. If it is shipped from another country, it will be held at customs.
Also remember that if you wish to use a different courier service you will have to pay for the shipping. We suggest you use a shipping service which is trackable, so that you can track the shipping status anytime.

I am not a registered user: how can I request a return?

You will have 14 days from the date the product has been received to request a return and 14 days more to send the product back. The procedure is quick and easy and the shipping is free of charge.
As a non registered user, you will have to contact Customer Care via phone or email. Once you have made the request:
1. You will receive an email with the tag to print out and apply on the package that needs to be sent back to us. You will also receive a new tracking number to follow the shipping process and the DHL courier’s phone number.
2. Make sure the product is protected in a package that suits its size.
3. Arrange the pick up of your package with the DHL courier. Make sure no more than 14 days have passed since you have asked for the return.
Remember that registering on our website will make the return process easier and quicker.
As soon as the return will be received by our warehouse, the Quality Control Office will examine it and in case it meets the return policy’s standards, we will send you an email to confirm your return and the refund. You will be able to see the credited amount a couple days later.
Remember that every return must be shipped from the country you have received the order in. If it is shipped from another country, it will be held at customs.
Also remember that if you wish to use a different courier service you will have to pay for the shipping. We suggest you use a shipping service which is trackable, so that you can track the shipping status anytime.

I received a damaged or flawed product: What should I do?

In case your product is not in its best conditions once received, you can easily ask for a return and refund.
If you are a registered user you can send us the request through our “Contact Us” page on the website.
Once we have received the returned product and we have verified its condition, we will process the refund request. Remember we can not accept products that are not in the same conditions in which they have been sent out and in which you have received them.
We will update you via email and will notify you once the refund has gone through.

When will I receive the refund?

As soon as the return will be received by our warehouse, the Quality Control Office will examine it and in case it meets the return policy’s standards, we will send you an email to confirm your return and the refund. You will be able to see the credited amount a couple days later.

Where should I send the product to return?

The product to return must be sent to our warehouse at the following address: Gift s.r.l. – LOFT 1 – Via Cristoforo Gluck, 35 – 20125 – Milano (MI) – Italia

In case you have any additional questions or requests on our Returns Policy please send us an email at: hello@madetobe.store

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