Customer care
Customer Care
For help with an order, a product, delivery or a return, contact our Customer Care team.
online@macondostore.com
+39 045 206 6298
Monday–Friday, 10:00–18:00 (Italian time). Support in English and Italian.
Frequently asked questions
When will I get my order?
Orders are dispatched within 24 hours on business days (Monday–Friday, excluding Italian public holidays). Orders placed on weekends or holidays are dispatched on the next business day.
Estimated delivery after dispatch is 1–2 business days in Italy, 2–3 in the EU and Switzerland, and 3–5 in the UK and the international destinations listed in our shipping policy. These are estimates; peak periods and customs checks may affect delivery. See our Shipping Policy for full details.
How can I track my order?
As soon as your order leaves our store, we email you a shipping confirmation with a tracking link. If you have an account, you can also follow your order from your account page.
Can't find the email? Check your spam folder or write to online@macondostore.com with your order number.
Can I change or cancel my order?
Orders are prepared quickly, so contact us as soon as possible at online@macondostore.com or +39 045 206 6298 with your order number. We can change or cancel an order only before it has been dispatched.
Once your order has shipped, you can still return it under our Return & Refund Policy.
How much does shipping cost?
Our shipping rates are:
- Italy: €10, free from €350.
- European Union and Switzerland: €15, free from €350.
- United Kingdom: €20, free from €350.
- United States, Canada, Asia and Middle East: €30, free from €500.
The shipping charge for your order is shown at checkout, in your local currency outside the EU. See our Shipping Policy for all destinations and details.
Will I pay duties and taxes?
Italy and European Union: prices include VAT and there are no customs charges.
Switzerland, United Kingdom and other non-EU countries: prices are shown in your local currency and Italian VAT is not charged. Import duties and taxes are calculated at checkout and paid with your order, so there is nothing more to pay on delivery.
Can I collect my order in store?
Yes. In-store pickup at our boutique in Galleria Pellicciai 5, Verona, is free. Wait for our email confirming that your order is ready, and bring it with you when you collect.
What is the return policy?
You may request a return within 14 days of receiving your order. Email online@macondostore.com with your order number and the items you wish to return. Send the goods back within 14 days of notifying us, using a tracked courier.
Items must be unused, in their original condition, with tags and original packaging. Return shipping is at your expense unless an item is faulty or incorrect. See our Return & Refund Policy for the full conditions and refund process.
Are any purchases final sale?
Our return policy excludes customised or personalised items; sealed health or hygiene products once unsealed; goods liable to deteriorate or expire quickly; and goods inseparably mixed with other items after delivery.
See our Return & Refund Policy for the complete exceptions. If you need clarification about a specific product, contact Customer Care before ordering.
How do I find my size?
Product pages include a size guide with the measurements for that item or brand. If you are between sizes or need details about the fit, write to online@macondostore.com before ordering and we will help you choose.
Can I buy fragrances online?
Our fragrances are available in store only. You can browse the selection online and buy them in store. Contact us to check availability before your visit.
Where are your products manufactured?
MACONDO is a multi-brand retailer. Manufacturing locations vary by brand and by product; our selection does not come from a single factory or country.
Where available, the country of manufacture is shown in the individual product details. If you need confirmation for a particular item, contact online@macondostore.com with its name or SKU before ordering.
Which payment methods do you accept?
We accept the main credit and debit cards and the digital wallets and payment methods shown at checkout, such as Apple Pay, Google Pay, PayPal and Klarna. See Payment Methods for the full list.