Return policy

How do I exchange merchandise?
How do I exchange merchandise?

You received your order and you want to exchange it for a different size, different color, different variation, etc.?

Exchanges to a store :

  • Items purchased in a store must be exchanged at a store.
  • Items purchased online can be exchanged at a store, or returned by mail and a new order for the item can be made online. Bring your original receipt.
  • No receipt? We can use the credit card you used to make your purchase, your return label, packing slip, order or shipping confirmation email, or registry number to look up your information for you.

Exchanges by mail:

  • Only items purchased online can be returned by mail.
  • You will need to return the merchandise you do not want either by mail or in-store to receive credit.
    • Click here, to start a return.
  • You will need to place a new order for the item you want at the current selling price.

Return Conditions
  • Returned items must be in original, saleable condition with original tags. Shipping and delivery fees are non-refundable.
  • New or gently used cosmetic or fragrance products purchased at Macy's that do not meet your needs will be accepted for return.
  • Items purchased in a store must be returned to a store.
  • Items purchased online can be returned to a  store or by initiating the return online. 
  • Items shipped and sold by Third Party Sellers can be returned to a store or by initiating the return online.  However, it is recommended to initiate the return online.


Gift Registry Returns

The time limits for gift registry returns are calculated from the event date:

  • If the item was purchased prior to the occasion or event date, items may be exchanged or returned (with receipt) 60 days from the event date.
  • If the item was purchased after the occasion or event date, items may be exchanged or returned (with receipt) 60 days from the purchase date.


Buy One Get One (BOGO) Returns

When you purchase items as a Buy One Get One offer, the discount reflecting the price of the lowest-priced item is proportionally applied to each eligible item. If any item is returned, the refund will be equal to the original price of the item reduced by the proportional discounted amount.

How to make a Return?
Returns to a Store

Items purchased in a store must be returned to a store. Items purchased online can be returned by mail or to a store. Bring your original receipt.

No receipt? No Problem. We can use the following information to look up your purchase:

  • The credit card used to make the purchase
  • The order number or ship confirmation email
  • The shipping label or packing list
  • The gift registry number

Please note: we cannot process returns at curbside.

Returns by Mail

Return shipping is free for Star Reward members. For non-members, a $9.99 return shipping fee plus tax where applicable will be deducted from your refund.

Only items purchased online can be returned by mail.

Please include only the items listed on your return label in the corresponding box. If you have multiple return labels, return items in separate boxes, and apply the correct return label to each box to ensure you receive your refund without further delays. Once your return is received at our return facility, it may take up to 7 days to process your refund.

There is a charge for scheduled return pickup in areas offering the service


What to Expect After I Make a Return

  • We will credit your account(s) within 10 business days of receiving your return. It may take several days to post activity to your account.
  • For purchases made with multiple forms of payment, your credit accounts will be refunded the amount originally charged and the remaining amount may be issued in the form of a Macy's Happy Returns card or a Merchandise Only Certificate mailed to your billing address in approximately 2–4 weeks.
  • Refunds going back to a third-party credit/debit card can take an additional 5-7 days to process depending on your financial institution's processing time.