Maximilian Equestrian レビュー 

Maximilian Equestrian からの回答

2025年4月1日

Hello! We're super happy to hear you've had a good experience with us and our products, thank you for letting us know :)

Maximilian Equestrian からの回答

2025年4月1日

Hello! Thank you for letting us know, we hope to keep collaborating with your business for a long time :)

Maximilian Equestrian からの回答

2025年4月1日

Hello! We're supepr happy to hear you are satisfied with your order, thank you for leaving a review for us :)

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2025年3月24日

Hello! Thank you for taking the time to leave a review for us, we hope you'll enjoy your MXMLN for many rides :)

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2025年3月14日

Hello, Nadine.

Please rest assured that all products shipped from our warehouse are new and unused, which is why they must be returned in this same condition in order to be accepted for any refunds or exchanges. In the rare case of a defective unit, customers are advised to reach out to us as soon as the issue is detected, as explained on our website; this was not followed in this case, as well as the recorded reason for return being only the sizing, which means we had no prior notice of the supposed issue and thus we can only evaluate the piece as a normal return.

As explained over our extensive communication, the product you returned arrived soiled, with a distinct odour and with clear signs of wear. You claim that it was delivered to you in this condition, which doesn't explain how you did not reach out to us immediately to let us know that there were such big problems with the piece you had received. Please bear in mind that notifying us of any issues with an order has to be done right after receiving it, both to confirm that the goods were received in that particular condition and for us to resolve any problems as quickly as possible - this is explained on our website.

We will be sending the item back to you now that you have confirmed your delivery address, as the refund is not possible in this case given that the item returned does not comply with our return policy.

Maximilian Equestrian からの回答

2025年3月11日

Hola, Adriana. Todos los pedidos se envían desde España, por lo que en el caso de paquetes con destino fuera de la UE existe la posibilidad de que el país de destino requiera el pago de impuestos de importación para recibir el envío. Por favor ten en cuenta que esto depende de la administración local de cada país, por lo que lamentablemente escapa a nuestro control - esta información está públicamente disponible en varias páginas en nuestra web y puede consultarse en cualquier momento antes o después de la compra.

Maximilian Equestrian からの回答

2025年3月6日

Hello! Thank you for taking the time to leave a review for us. We're glad you are still enjoying our brand and we're happy to have you as a return customer. We hope to keep making designs you will love :)

Maximilian Equestrian からの回答

2025年3月5日

Hello Angel,

Your return package was received at our warehouse on 24/02, which we confirmed via webchat conversation with you on 25/02; at this point you were informed that, as described on our website, return packages can take up to 10 days since reception to be processed and review by our team.

Your package was processed and reviewed on Friday 28/02 at our warehouse, at which point our team detected one of the items presented a number of stains. This meant the item was not in compliance with our return policy, as all returned items must be in perfectly new and clean condition to be accepted. In an effort to resolve these stains and thus still be able to accept the item, our team proceeded with a first round of cleaning treatment that was done on the day - since the stains were not completely gone, your exchange was kept on standby until the next business day.

On Monday 03/03, we received another inquiry on your part, this time via WhatsApp; this was sent after business hours, so our response was sent the following day. Here we informed you of the situation, including showing you images of the state the item arrived back to us in. We gave you the latest update, which was that the item was due for a second round of cleaning treatment, and that we would confirm the final verdict about this item once that was done. After this, you claimed that the item shown in the pictures was not yours - we confirmed that it was, as it was received in the same package as the other return item (which was perfectly in compliance with the return conditions and we could accept with no issue). You then claimed to have received it in this state, but we had received no prior notification or proof from you that the item was originally delivered in such a clearly stained condition - with no further context, please bear in mind that we can only evaluate the item in the condition that it arrived back at our premises in.

We could finally confirm today that the second round of treatment was successful, thankfully, so we would be able to accept the item back and proceed with your exchange as usual, with the only requirement being the payment of a 10€ cleaning fee. This fee is described on our public returns policy, and it applies in cases like yours when an item arrives stained but can be cleaned - this gives the option to the customer of still receiving a refund/exchange, instead of having the item fully rejected.

As you can see, we have been both clear, transparent, and prompt in our treatment of your case, all according to our publicly available policies. If you could please let us know if you would like to proceed with the exchange as originally requested or opt for a refund instead, we will be happy to process this for you, as explained in our previous communications.

Maximilian Equestrian からの回答

2025年3月4日

Hello! Thanks for taking the time to leave a review for us, we hope you'll enjoy your new MXMLN :)

Maximilian Equestrian からの回答

2025年3月3日

Hello! We're glad to hear you're enjoying your new MXMLN, thank you for leaving a review for us :)

Maximilian Equestrian からの回答

2025年2月24日

Hello! Thank you for leaving a review for us. We are super happy to hear you were satisfied with your purchase :)

Maximilian Equestrian からの回答

2025年2月11日

Hello! Thank you for taking the time to share your feedback. We hope you'll enjoy your new MXMLN for many rides :)

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2025年2月10日

Hola! Muchas gracias por tu comentario y valoración - esperamos que disfrutes mucho de tus nuevos MXMLN :)

Maximilian Equestrian からの回答

2025年2月5日

Hola! Nos alegra escuchar que estás satisfecho con tu compra. Muchas gracias por dejarnos tu opinión :)

Maximilian Equestrian からの回答

2025年2月4日

Hello! Thank you very much for taking the time to leave a review for us. We have had several winter-specific options for bottoms this season, with the Arctic Breeches being our warmest design - this would be our recommendation for really cold climates, while the Winter Pro Leggings are a more moderate option ;)

Maximilian Equestrian からの回答

2025年1月29日

Hello,

We are sorry to hear this has been your experience. As we explained on our email when you first reached out to us with your concerns, our products are generally designed to fit close to the skin - if customers are looking for a looser fit that is completely fine, of course, but this usually means they will need to size up in our range.

As for measurements taken of the garment on the flat, please bear in mind that these are not meant to coincide with body measurements, as the fabrics are elastic and the pieces are expected to stretch for a close fit like we show in our product pictures. This waist measurement for the flat garment can also change from one model to another to account for different construction and fabric characteristics, precisely because the stretch in each case can be different - again, this measurement alone doesn't provide enough information about fitting, which is why we usually ask for the customer's measurements before giving a personalized sizing recommendation. Still, we understand that size ranges can always be improved on, of course, given the variety of body types, and we are happy to take all customer feedback to our product development team for consideration.

We were aware that the cost of return for customers outside the EU was higher to account for import duties back into Spain, which is why the team has been working on alternatives for a while. We are happy to report that significant improvements are now active, with exchanges being free for all customers and much lower return costs, even from outside the EU - you can check all new rates on our website.

Once again, we are very sorry that your experience with our products has not been ideal. We hope that our explanation helps clear your concerns, as excluding a part of our customer base has never been our intention.

Maximilian Equestrian からの回答

2025年1月22日

Hola, Vero.

Sentimos que esta haya sido tu experiencia con nuestra marca. Lamentamos que no estés satisfecha con la compensación propuesta a tu reclamación, pero por favor ten en cuenta que cada caso se evalúa individualmente en base a la gravedad del problema y su impacto (o no) en la vida útil y uso de la prenda - si nos confirmas tu número de pedido podemos revisarla de nuevo sin problema, especialmente si el problema original se ha agravado.

En cuanto a los problemas con el envío que nos comentas, de nuevo confírmanos por favor el número del pedido afectado y podremos revisar la situación. Sólo se requiere que el cliente cubra gastos adicionales de transporte en casos donde la entrega falla por causas ajenas al control de la empresa o del transportista, algo que se encuentra detallado en nuestra página web. En cualquier otro caso, los gastos de transporte quedan prepagados cuando el envío sale de nuestras instalaciones, por lo que el cliente nunca tendrá que abonar ninguna cantidad adicional.

Maximilian Equestrian からの回答

2025年1月3日

Hello! Thank you very much for sharing your experience, we hope you'll love your new MXMLN gear :)

Maximilian Equestrian からの回答

2025年1月3日

Hello! Thank you very much for taking the time to leave a review for us. We're glad to hear you are satisfied with your purchase and hope it will keep you warm over the season :)

Maximilian Equestrian からの回答

2024年12月3日

Hello! Thank you for taking the time to share your feedback. We hope you'll enjoy your new MXMLN for many rides :)