Shopping online at Macy’s is convienient, but what happens when something doesn’t work out? Understanding the Macy’s online order return policy is key to a stress-free shopping experience. This guide breaks down everything you need to know, from time limits to packaging tips. We’ll make sure you can return or exchange your items smoothly.
You have a generous 90 days from the date of purchase to return most items bought online. This gives you plenty of time to decide if your purchase is right for you. Some items, however, have different rules. It’s important to check your receipt and the product details for any exceptions.
Macy’s Online Order Return Policy
This policy is designed to be flexible for customers. Whether you want your money back or prefer to exchange for a different size, Macy’s aims to make it straightforward. The policy covers items shipped to you and those bought online but picked up in a store.
What Is the Return Timeframe?
For most items, the standard return window is 90 days. This applies to items purchased on macys.com or through the Macy’s mobile app. The count starts from the day your order was shipped, not necessarily the day it arrived.
- 90 Days: Applies to the vast majority of merchandise, including clothing, home goods, and beauty products.
- 30 Days: Some electronics, like headphones and small appliances, often have a shorter 30-day return period.
- Special Guidelines: Mattresses, area rugs, and custom furniture have unique return processes and timeframes. Always verify before you buy.
What Items Cannot Be Returned?
For health, safety, and legal reasons, certain items are final sale. Knowing this list can save you a headache later.
- Opened or used cosmetics and fragrances.
- Swimwear and intimate apparel if the hygiene seal is removed or tags are missing.
- Special order, personalized, or monogrammed items.
- Gift cards (though they are never returnable, they are exchangeable for merchandise).
- Items marked “Final Sale” on your receipt or the product page.
What Condition Must Items Be In?
To recieve a refund or exchange, your return must meet condition requirements. Items should be unworn, unused, and in their original packaging with all tags attached. This means you can try things on at home, but you cannot wear them out and then return them.
For example, shoes should be tried on a clean, indoor surface. The original shoe box is considered part of the product, so it should be included in the return if possible.
Do You Need the Original Packaging?
While it’s strongly recommended, you don’t always need the original branded box. However, you do need a secure package for shipping. For items like small electronics, the original packaging and all included manuals and accessories are usually required for a successful return.
What About the Receipt or Proof of Purchase?
You will need proof of purchase. The easiest methods are:
- The original packing slip that came with your order.
- The shipping confirmation email with your order number.
- Your Macy’s account history if you were logged in when you purchased.
- The credit card used for the purchase.
Without proof, you may only be eligible for merchandise credit at the item’s lowest selling price within the last 180 days.
Return Methods: How to Send Items Back
Macy’s offers several ways to return your online order. Choose the one that fits your schedule best.
Option 1: Return by Mail (Prepaid Label)
This is the most common method. You can initiate the return on the Macy’s website or mobile app.
- Go to “Your Orders” in your Macy’s account or use the “Return an Item” tool and enter your order number and email.
- Select the item(s) you wish to return and choose a reason.
- Print the prepaid return shipping label that is generated.
- Pack the item securely in any box, attach the label, and drop it off at a UPS location.
A $10.99 return shipping fee may be deducted from your refund for some items, but many returns are free. The website will inform you of any fees before you finalize the return.
Option 2: Return to a Macy’s Store
This is often the fastest way to get your refund. You can return any online purchase to any full-line Macy’s store.
- Bring the item, all tags, and your proof of purchase (packing slip, email, or order number).
- Go to the Returns or Customer Service desk.
- A store associate will process your return. Your refund is typically issued on the spot if you have the original payment method.
This method avoids any potential shipping fees and is instant. Plus, you can shop for a replacement right away.
Option 3: Using a Macy’s Drop-Off Location (Staples)
Macy’s has a partnership with Staples for added convienience. You can drop off your prepaid return package at participating Staples stores.
- Follow steps 1-3 from the “Return by Mail” option to get your prepaid label.
- Pack your item and attach the label.
- Bring the package to a participating Staples. No need to wait in line for a UPS driver.
Refund Methods and Timing
How you get your money back depends on how you paid and how you returned the item.
- Credit/Debit Card: Refunds are issued to the original card. It can take 7-14 business days after the return is processed to appear on your statement.
- Macy’s Gift Card: Refunds are issued as a new electronic gift card, usually within 24-48 hours of processing.
- PayPal, Apple Pay, etc.: Refunds go back to that original payment wallet.
- Store Credit: If you don’t have proof of purchase, you’ll get merchandise credit valid at Macy’s.
For mail returns, processing begins once the package is scanned by the carrier and received at the return center. This can add several days to the timeline.
Exchanging an Item
If you need a different size or color, an exchange is simple. The fastest method is to return the original item to a store and immediately purchase the new one. For mail exchanges, you typically need to process a return and then place a new order. Sometimes, Macy’s offers assisted exchanges online, where they ship the new item once the return is initiated.
Returning a Gift from Macy’s
Returning a gift you recieved follows a similar process but with a few key differences. You will need the gift receipt. With a gift receipt, you can return the item to a store or by mail for a merchandise refund in the form of a Macy’s gift card. The refund will be for the price paid by the gifter. Without any receipt, the system will offer merchandise credit at the item’s current selling price.
Holiday and Extended Return Policy
Macy’s often extends its return window for purchases made during the holiday season. Typically, items bought between early November and late December can be returned until late January. Always check the website during the holidays for the exact dates, as they change slightly each year. This is a great benefit for gift-givers and recipients.
Tips for a Smooth Return Process
- Act within the timeframe: Don’t let the 90 days slip away. Initiate your return as soon as you know an item isn’t right.
- Keep all tags and packaging: Until you’re sure you’re keeping an item, leave all tags on and keep the packaging handy.
- Use a trackable method: When mailing, always use the provided prepaid label and get a drop-off receipt from UPS or Staples for proof.
- Inspect items upon arrival: Check your online orders as soon as they arrive to ensure everything is correct and undamaged.
- Check for recalls or damages: If an item is faulty, the return process may be different and shipping fees are often waived.
Common Issues and How to Solve Them
Sometimes, returns don’t go perfectly. Here’s what to do.
Missing Refund: If it’s been more than 14 business days since your return was processed, contact Macy’s Customer Service with your return tracking number and order details.
Return Fee Dispute: If you believe a return shipping fee was charged in error, customer service can review your case. Sometimes fees are waived for loyalty program members (like Star Rewards).
Lost Return Package: This is why a drop-off receipt is crucial. With the receipt, Macy’s or UPS can help track down the package. Without it, the process is much more difficult.
Item Not as Described: If you recieved the wrong item or a defective product, contact customer service immediately. They will often provide a special return label and expedite your replacement or refund.
How the Policy Compares to Other Retailers
Macy’s 90-day policy is more generous than many major retailers, who often standardize on 30 or 60 days. Their free in-store return option for online orders is also a significant advantage over retailers that are online-only. The potential for a return shipping fee is common, though many department stores have similar structures.
FAQs About Macy’s Returns
Can I return an online order without the box?
Yes, you can return an item without its original delivery box. However, the product itself must be in its original condition with all tags and, if applicable, its own product packaging (like a cosmetics box or shoe box).
What if I lost my packing slip and order number?
If you made the purchase while logged into your Macy’s account, you can find the order under “Your Orders.” If you checked out as a guest, try searching your email for “Macy’s order confirmation.” Failing that, bring the item and the credit card you used to a store—they can often look it up.
Does Macy’s offer free return shipping?
It depends. Many returns are free, but a $10.99 prepaid return shipping fee may apply to some items, like small home goods or sale items. The return process on the website will always show any fee before you commit. Star Rewards members sometimes get free return shipping as a benefit.
How long do mailed-in returns take to process?
After you drop off the package, allow 7-10 business days for transit to the return center. Once received, processing takes 2-3 business days. Then, your refund is issued, which can take another 7-14 business days to post to your account. The whole mail return process can take up to three weeks from start to finish.
Can I return a Macy’s Backstage or Last Act item?
Yes, items from Macy’s Backstage or Last Act clearance sections are generally returnable within 90 days, provided they meet the standard condition requirements. They are subject to the same potential return shipping fees as regular items.
What is Macy’s return policy on wedding registry items?
Registry items have an extended return timeframe—typically 180 days from the date of purchase (which is usually your wedding date). You also have flexibility on proof of purchase for gifts. It’s best to manage returns through your online registry portal for the simplest experience.
Navigating the Macy’s online order return policy is straightforward once you know the key points: the 90-day window, the importance of tags and receipt, and your options for sending items back. By following the steps outlined here, you can shop with confidence, knowing that if something isn’t perfect, you have a clear path to a refund or exchange. Always double-check your specific item’s details for any unique rules, and when in doubt, your local Macy’s store is there to help.