How Macy's Return Policy Works (And How to Avoid the $9.99 Fee)

Macy’s return policy is fairly straightforward, but there are a lot of exceptions that sort of muddy the waters. Their return policy used to be a lot more generous, offering free return shipping (like you get with Walmart returns and the Nordstrom policy). But as of Aug. 2, 2023, that’s no longer the case at Macy’s unless you’re a member of their Star Rewards program.

They also used to not care if you returned items with the tags clipped off, but now they’ve gone the way of Dillard’s returns — which is to say you’d better keep those tags attached to your returns.

There are still some great things about the Macy’s return policy, though. For one, you can always get store credit if you don’t have your receipt or other proof of purchase. You also have the opportunity to claim a Macy’s price adjustment if they lower the price of the item in the first 10 days after your purchase.

To help you understand all the ins and outs, I’ve outlined exactly what you need to know about Macy’s return policy.

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1. How long do I have to return an item to Macy’s?

You have 30 days to return most Macy’s items, according to their current policy. But you’ll only get a complete refund if you have your original receipt or one of these other forms of proof of purchase:

• The credit card you used to make your purchase.

• Your order number or shipping confirmation email.

• The shipping label.

• Gift registry number.

The 30-day return window applies to most items. But, of course, there are a few exceptions. Some items have shorter return windows, and others (like Macy’s Last Act purchases) can’t be returned at all.

I’ll dive deeper into the exceptions below, but first, let’s take a look at what to do if you don’t have your receipt.

TIP: Another easy way to keep track of your purchases is to shop with a free Macy’s Star Rewards account, which always has your order history, email, and contact information on file.

2. What if I lost my receipt?

Macy’s policy says that without proof of purchase, you may be able to get store credit for your return. However, you’ll only get credit for the item’s lowest-selling price in the last 30 days, which means you may still be facing a loss.

Related: We assembled our best Macy’s store hacks to help you save up to 55% every time you shop.

3. What do I need to return an item to Macy’s?

To make a return at Macy’s, all tags need to be intact. And don’t forget to hold onto your original packaging (aka what the item came in when you bought it) because you’ll also need that to make your Macy’s return and get your money back.

Related: Did you know that the Macy’s One Day Sale usually happens once a month?

4. Can I return an item that I used or wore?

Generally speaking, no, you can’t return any Macy’s items that you already used or wore. You also won’t be able to make a return if your items have been washed or altered in any other way.

The only exceptions to this rule are for cosmetics and fragrances. If you’ve already used those, they’re still returnable for the full 30 days (unless they’re Louis Vuitton — don’t test drive those fragrances if you think you may return them).

Technically, any cosmetics or fragrances you return can only be “gently used,” so don’t try to return an empty tube of lipstick. I mean, you could try, but it’s highly unlikely that you’d be successful at getting your money back.

5. Are there exceptions to Macy’s return policy?

There sure are! Some items have return windows that are shorter than the usual 30 days, while other items can’t be returned at all. Let’s dig into the exceptions.

Apple return policy: 14 days

For the majority of the year, you only have 14 days to return Apple products to Macy’s. But if you buy Apple products in December, you get a little extra time, thanks to their holiday return policy.

For example, Apple product purchases made from Dec. 2 – 24, 2023, were returnable through Jan. 7, 2024.

Keep in mind that Apple products can only be returned to Macy’s locations that sell Apple products. Not all Macy’s store sell Apple items, so be sure to check before you go.

Area rug return policy: 30 days with all packaging

Area rugs fall under the general 30-day return policy, but there are a couple of extra rules. First, the rug needs to be in original condition with all the original packaging materials.

If you’re making an in-store return, it needs to be to a store that has a “Fine Rug Gallery” department. Otherwise, you won’t be able to make the return.

For online returns, Macy’s will send someone out to your house to pick up your rug. As long as you purchased it online, there are no extra fees for this service. But if you purchased in-store and are returning by mail, expect to bust out your wallet for a return fee.

Macy’s Last Act merchandise: No returns

Macy’s Last Act clearance merchandise is considered final sale, which means you can’t return it. Last Act items are sold “as is,” so no returns, exchanges, or price adjustments are allowed.

You also can’t return these items to Macy’s:

• Custom, personalized items.

• Anything that’s been altered.

• Macy’s Beauty Box purchases.

• Macy’s Bridal Salon by Demetrius purchases.

• Food or beverages.

• Live plants.

Furniture return policy: Varies

It all depends on which items you purchased, and how they were delivered. Some furniture items are never returnable for a full refund at Macy’s. They include:

• Pool tables: Don’t let the installer leave until you’re 100% sure you’re 100% happy. Once they walk out the door, the sale is final. No returns.

• Items marked Final Sale: Even if it wasn’t from the Last Act section, items marked “final sale'” or “as is” aren’t eligible for returns.

• Special order furniture: Items that were made just for you can be returned — but Macy’s is going to hold onto 25%. You’ll only get the 75% back.

For all other furniture, you’re going to pay a 15% restocking fee when you make a return. The only way this gets waived is if the item arrived damaged or defective.

If Macy’s made a scheduled delivery themselves, you’ve got 3 days after delivery to request a return. That’s going to be true whether you’re returning it because of damage or because you just didn’t like it.

But if the vendor delivered the furniture, you’ve got 30 days.

TIP: A handful of Macy’s furniture items must always be returned by mail (not in-store), and will have a 15% restocking fee. These items include lamps and lighting fixtures, mirrors, wall art, and accessories.

Mattress return policy: 120 days (and fees)

Macy’s allows 120 days to let you figure out if a mattress is right for you. If it’s not, you can either return it or make a one-time-only reselection. If you go the reselection route, you have to make that decision within 14 days of when you initially file.

If a vendor delivered your mattress, all you need to know about is the 120 days and 15% restocking fee.

If Macy’s delivered your mattress via a scheduled delivery, things get a lot messier. You’ll have to pay an additional $99 pick-up fee, and that’s on top of the 15% restocking fee. You’ll also have to meet their quality standards — the mattress must be “undamaged, unsoiled, and free of stains.”

There are a few brands that cut back on the fees, though. If you purchase any of these brands, you won’t pay as much for returns:

• Bedgear: First return free.

• Leesa: First return free.

• Purple: First return free.

• Saatva: First return free.

• Tempur-Pedic: No restocking fees.

TIP: Macy’s doesn’t refund shipping fees for furniture or mattresses — and those fees can be in the hundreds of dollars.

Jewelry return policy: 30 days (plus a 14-day review)

Jewelry falls under the standard 30-day return policy, but they also impose a 14-day review period before your refund gets issued.

Oh, and if you bought a customized jewelry item, it’s non-returnable.

Designer items return policy: Varies

If you bought any of these brands, you’ll have to return them at the Herald Square location:

• Burberry.

• Louis Vuitton (can also return at the Roosevelt Field location).

• Gucci (14-day return window).

• Longchamp.

Also, you can only return bluemercury purchases to Macy’s locations that sell bluemercury products.

Related: Our best drugstore makeup dupes includes a much cheaper alternative to bluemercury.

Gift cards: No returns

What is Macy’s return policy for gift cards, you ask? Nonexistant. You can’t return gift cards at Macy’s. But if someone bought you an actual gift, that’s something you can work with.

6. Can I get a refund for a gift with a gift receipt?

Yes. As long as you have your gift receipt, return label, or registry number, you can expect Macy’s store credit for the full amount of your gift return.

7. Can I return gift registry items at Macy’s?

Yup! In fact, you get an extended return window with gift registry items. You can make returns from a gift registry for up to 90 days after the event date — that’s three times longer than the usual return window.

And the 90-day countdown starts on either the day of your event or the date of the purchase, whichever is later.

All gift registry returns will be refunded in the form of store credit.

8. How long does it take to get my Macy’s refund?

Your Macy’s refund will be immediate if you paid in cash, or it may take a few days as your bank processes the refund on a card. If you’re doing a mail-in return, Macy’s will send you an email once your return is received and processed on their end; refunds should go through within 10 days after that.

9. Can I return an item that I bought online in person?

Yes, you can return (most) items you bought online by bringing them to a physical store. It doesn’t go the other way around, though — you can’t return items you bought at a physical store via snail mail.

You’re probably going to want to return your online order in person, too. Because as we’re about to see, return shipping can get pricey.

10. Does Macy’s do free return shipping?

Unless you’re a Star Rewards member, Macy’s return shipping is not free. It’ll cost you $9.99 for each return.

Star Rewards members do get free return shipping, though. Joining Star Rewards is free. Plus, joining gives you opportunities to earn Star Money, which is kinda like Kohl’s Cash.

11. Can I exchange items I bought online at Macy’s?

Yes, you can exchange items you bought online inside a Macy’s store. You can also exchange in-person purchases inside a physical store.

If you want to do an “exchange” via snail mail for online orders, there’s really no such thing. Macy’s will just have you return the item, issue you a refund, and then order the item again.

12. What is Macy’s holiday return policy?

For most of the fall season, any purchase you make can be returned through the end of January. The exact dates change from year to year, but this year, most items you purchased starting on Oct. 2, 2023, could be returned through Jan. 31, 2024.

Keep in mind that all the same exceptions apply. The only items eligible for the holiday return policy are the ones you’d normally be able to return under the standard 30-day policy.

TIP: Remember that the holiday purchase window for Apple products is much shorter: Dec. 2 – Dec. 24, 2023. And Apple products’ extended return window only lasts until Jan. 7, 2024.

13. Can I return Macy’s Backstage purchases to a regular Macy’s store?

No. If you bought something at Macy’s Backstage, you’ll have to return it to a Backstage location. You can’t just take it to any old Macy’s store and expect a refund.

14. Are the rules the same for Macy’s international orders?

No, they’re not. If you placed an international order, you have 180 days (or about 6 months) to make your return. You will not be able to make your return in-store — you’re gonna have to do it via snail mail.

To initiate your return, send an email to internationalcustomerservice@macys.com. Be sure to include your order number and what you want to return. You should hear back from them within 48 hours.

Keep in mind that there are no exchanges allowed on international orders.

15. How do I contact Macy’s customer service?

For general returns, your easiest option is to use Macy’s live chat feature (which is powered by a bot). Though there are live representatives available to chat, too — at least between the hours of 9 a.m. and 12 a.m. ET.

For furniture and mattress returns, you’re going to want to call the special furniture and mattress returns phone number at 1-800-289-6229. Their hours are also 9 a.m. to 12 a.m. ET.

Do you have any other questions about Macy’s returns or exchanges? Let me know in the comments below. Thanks for reading!