Frequently asked questions

Customer service

Who can I contact if I have any questions?

You can get in touch with our customer service – from Monday to From from 9 am to 4 pm – on this number: +49(0)7431–7065444 or send us an e-mail at service@meystory.com
We look forward to being of service!

Local rates apply to calls from the German fixed network. Prices may vary for calls from the mobile network (depending on your provider).


Order

What is the status of my order?

You can view the status of your order in your customer account. Here, you can find out whether your order is being processed or whether the parcel has already been passed on to DHL. As soon as the parcel has been dispatched, you will receive an e-mail with a link to track the shipment via DHL.

 

Can I request a change to my billing address afterwards? (e.g. when ordering as a company)

As long as the parcel has not yet been dispatched, you can change your billing address via e-mail or telephone.

Tel.: +49(0)7431–7065444
E-mail: service@meystory.com

 

Can I cancel an order?

Yes, in principle. However, this also depends on the order status. Once your order is ready to be dispatched or has been dispatched, it is no longer possible to cancel your order. However, you can always return or exchange the items afterwards.

 

I chose the wrong size/colour/quantity – can I still change my order?

Yes, in principle. However, this depends on the order status. Once your order is ready to be dispatched or has been dispatched, it is no longer possible to change your order. However, you can always return or exchange the items afterwards.

Shipping & delivery

Which countries does Mey deliver to?

Germany, The Netherlands, Belgium, Luxembourg, Austria, Denmark, Switzerland, France, Ireland, United Kingdom.

 

Can my delivery address be in a different country to my billing address?

You can specify your delivery and billing addresses, including country, yourself in your customer account and edit them at any time. However, this is not possible if you are making a purchase on account.

 

What are the shipping costs?

Countries

Shipping costs/information

Germany

3.95 €
Free delivery for orders over 50.00 €

The Netherlands
Belgium
Luxembourg
Austria
Denmark
Switzerland

5.95 €
Free delivery for orders over 100.00 €

France
Ireland
United Kingdom

7.95 €
Free delivery for orders over 100 €

 


What shipping options are there?

We ship our products with DHL, as we want to provide our customers with an outstanding delivery service and DHL has proven to be very quick and reliable. We are also committed to reducing CO2 emissions when delivering our products, which is why we use the DHL GoGreen service.

 

When will I receive my order?

Our delivery time is 1-3 working days after receipt of payment. You will receive an e-mail with a tracking link on the day of shipment:
Go to DHL shipment tracking

 

Can I track my order?

Yes. As soon as the parcel leaves our warehouse, you have the option to track the shipment. You will receive an e-mail containing a parcel number that you can use to track the shipment, as well as a link to our shipping partner. There, you can view the current status of your parcel at any time. You can also view the status of your parcel in your customer account at www.meystory.com.

 

Can I have my order delivered to a Packstation?

Yes. If you want to do this, simply enter the address of your Packstation with the Packstation number and customer number in the delivery address. If you purchase on account, delivery to a Packstation is not possible.

 

What happens if I’m not at home when my order is delivered?

If you’re not at home when your order is delivered, DHL will pass on your parcel to a neighbour, leave it in your safe place, if you have specified one, or come back the following day. If you’re not at home when DHL tries to deliver the parcel a second time, it will be handed in to your nearest Deutsche Post branch for you to collect. In this case, more information will be provided on the note delivered through your letterbox.

 

Is the invoice in the parcel?

The invoice is enclosed with every parcel. It is also included if the items have been paid for in advance.

 

Is there an express delivery option?

As we are fully committed to treating all orders as express, we do not offer an express delivery option.

 

Can I change my delivery address for an order after it has been confirmed?

As long as the parcel has not yet been dispatched, you can change your delivery address by e-mail or telephone.

Tel.: +49(0)7431–7065444
E-mail: service@meystory.com

 

Can I choose my own delivery date/time?

Yes. You can choose from a range of flexible delivery options using the “DHL Wunschpaket” feature via the DHL shipment link.

Payment

What payment methods can I use?

We offer a variety of payment methods. Discounts may not be deducted.

 

Credit card

The credit cards we accept are Visa or Mastercard. If you wish to pay by credit card, please enter your card number, 3-digit security code, expiry date and card holder name when placing your order. The security code is on the back of your credit card (on the signature strip). As we do not save credit card details, you will need to re-enter your card details in our shop every time you place an order.

 

Prepayment

If you wish to pay in advance, please transfer the invoice amount to the following bank account:


Account details:
Bank: Deutsche Bank, Albstadt
Account holder: Mey Handels GmbH
Account number: 0 166 280
Sort code: 653 700 75
IBAN: DE45653700750016628000
BIC: DEUTDESS653

For all transfers, please be sure to enter your name and order number as the payment reference. After receipt of the complete invoice amount, our delivery time is 1-3 working days.

 

PayPal®

PayPal® is the online payment service that allows you to pay securely, easily and fast – and a PayPal® account is completely free to set up.
Your bank or credit card details are only saved by PayPal®. This means that they will not be sent over the Internet again every time you make an online purchase, making PayPal® payments extra safe. What’s more, it takes just two clicks, as you access your bank or credit card details stored on PayPal® instead of re-entering them every time you make a purchase. In most cases, your items will also arrive sooner as PayPal® payments are processed quickly. This means the seller can dispatch the items straight away and you will usually receive them earlier.
Open a free PayPal® account and link it with your bank account or your credit card to make your next purchase from us even easier.
Find out more about PayPal® at www.paypal.com

 

What are the bank details?

Bank: Deutsche Bank, Albstadt
Account holder: Mey Handels GmbH
Account number: 0 166 280
Sort code: 653 700 75
IBAN: DE45653700750016628000
BIC: DEUTDESS653

 

Is VAT included in the final price?

Yes. All of our prices include VAT.

 

Is it safe to use credit cards?

Your payment details are reliably protected from unauthorised access on our security server. All data that you make available to us in the course of the order is transmitted in encrypted form. This applies in particular to credit card information. We use the TLS (Transport Layer Security). The credit card on the Internet is one of the most secure means of payment.

 

Can I place orders from abroad and pay with my credit card?

Not only can you can use our online shop 24 a hours day, 7 days a week, but you can also place orders with us wherever you are in the world and have the parcel delivered to your home for your convenience.

Newsletter

How does a newsletter subscription benefit me?

Wish you could find out more about Mey? Want to stay up to date with fantastic offers, promotions, events and trends from the Mey world? With our newsletter, you’ll be the first to know about all the latest developments. Subscribe here.

 

How do I unsubscribe from the newsletter?

If in future you no longer wish to benefit from our newsletter, you can easily unsubscribe by clicking here. If you’d prefer to call or send us an e-mail, you can contact us as follows via Tel.: +49(0)7431–7065444 or e-mail: service@meystory.com

Customer Account

What are the benefits of a customer account?

The personal profile provides a range of practical benefits and, once you have registered (which you only need to do once), will simplify your future purchases with Mey.

  • You no longer have to re-enter your details for every field such as address, payment method, etc.
  • Your personal data and different delivery addresses are easy to manage.
  • You can get an overview of all of your orders or returns and check the delivery status of your current order via DHL Shipment Tracking.

 

Do I need a customer account?

No, you can also place orders as a “guest” without a customer account. All we need to deliver your order are your personal details and your delivery and billing addresses.

 

What should I do if I forget my password?

If you have forgotten your password, you can easily request a new one. We will send your new password to the e-mail address you provided. Click here to receive your new password.

 

How do I delete my customer details/deactivate my user account?

If in future you no longer wish to have a user account with us, please contact our customer service.

 

Where can I edit my e-mail address?

You can edit your e-mail address yourself at any time in the customer account.

 

Can I change an order or add/remove items?

Yes, in principle. However, this depends on the order status. Once you have completed your order, after the shopping cart and checkout stages, you can only change your order via our customer service.

 

I can’t log in to my customer account. What do I do?

First, try entering your password again, remembering to check for upper- and lower-case letters, blank spaces and special characters too. If that doesn’t work, you can request a new password here. Shortly afterwards, you will receive an e-mail containing a link that you can use to reset your password.

Gift & promotional vouchers

Where can I redeem my gift/promotional voucher?

Gift vouchers purchased online can be redeemed in the online shop. As a rule, promotional vouchers received by e-mail can only be redeemed online.

 

How do I redeem my gift voucher in the online shop?

As soon as you go to the shopping cart, you will see a field for you to enter your gift voucher code. When you click the “Redeem” button, the voucher value will be deducted from the shopping cart. Any remaining amount will not be paid out but will stay as it is. You will receive a new code by e-mail for the remaining value of the gift voucher. Please note that you can only redeem one promotional voucher per order.

 

I forgot to enter my gift/promotional voucher code when placing my order. Can I redeem it afterwards?

Of course we are happy to help you with that. Please contact our customer service:

Tel.: +49(0)7431–7065444
Mail: service@meystory.com

Returns

How long do I have to return my order?

As a customer, you have a 14-day right of cancellation from the time you receive your item. Within that period, you can return the purchased item and request a refund or an exchange without giving any reasons. Please note that returned items will only be accepted if they are unworn and in the original packaging.

 

Can I exchange purchases or return them if I am not satisfied?

Not satisfied with the products you’ve ordered? Of course, the Mey ordering service allows you to return products without any restrictions within 14 days of receiving them. Within that period, you can return the purchased item and request a refund or an exchange without giving any reasons. Cancellation must be sent in writing by post, e-mail or fax or confirmed by returning the products. Sending the cancellation or returning the products on time shall be sufficient for complying with the deadline. As an additional service, we shall also assume the costs for returned items. For details about returning items, please refer to the returns note enclosed with every delivery.


If the order has already been paid for, we will transfer your money back via the payment method selected (when making the purchase) or to the bank account specified on the returns note. Credit for orders paid by credit card will be credited back to your credit card account.

 

What do I need to do if I want to return an item?

If possible, please send the product to us in the original packaging, with all of the accessories and packaging components. Please use a protective outer packaging if possible. If you no longer have the original packaging, please be sure to use suitable packaging that will provide adequate protection against transport damage. Then simply use the enclosed returns label and hand the parcel in to one of nearly 13,000 post offices or 2,500 Packstations.

 

How do I exchange an item?

There is a returns note enclosed with every parcel. If you would like to exchange an item, you can tick this option on the note. The exchange will be carried out as soon as we receive the parcel with the returns documents. If the item is no longer available in the requested size or if you have already paid your invoice and the item now has a new price, it will not be possible to exchange your item. In this case, you will receive an e-mail notifying you that you need to place a new order.

 

Who will pay to return the items?

If you use the enclosed returns note and hand your parcel in to a Deutsche Post branch, it won’t cost you anything to return the item.
Returns labels are not provided for deliveries outside of Germany. For returns from countries other than Germany, please create a DHL returns label using the link below. No longer have your returns documents to hand? Create a new returns label here and print it out right away.

 

How do I track my return shipment?

When you hand over the return item to your DHL branch, you will be given a receipt. This contains a number (which is also printed on the returns label) that you can use to track the shipment. At DHL, you can track your return shipment online until we receive the item. You will also receive an e-mail from us confirming receipt of the return shipment.

 

Can I send back multiple returns from different orders in one parcel?

All of our orders are given their own order number and we are therefore only able to log returned items back into our system on an order-by-order basis. Please therefore send all orders back separately and with the corresponding returns note.

 

How will I find out whether my returned item has arrived?

When you hand over the return item to your DHL branch, you will be given a receipt. This contains a number (which is also printed on the returns label) that you can use to track the shipment. Please keep the note safe until we have logged your item and e-mailed to confirm receipt of the returned item.

 

How is the refund for the return credited?

Payments will be transferred back to the account you provided on the cancellation form. When paying with credit card or PayPal, you will be refunded via the payment method used.

 

How long will it take before I receive the refund?

Of course, we always try our best to refund you for your returned items as soon as possible after we have inspected the item, so on average we only need 5 working days before the amount is returned to the account you provided. Obligations to reimburse payments must be fulfilled within 14 days. For you, this time period begins when you send off your cancellation form or the item; for us, it begins when we receive it.

 

Can I return items purchased in the mey story online shop to a Mey store?

To make it as smooth and easy as possible for you to return items by post, we enclose the necessary documents for you to send them back for free.
In order to provide you with the best possible service, our policy also allows you to hand in the items you want to return to a Mey store. The store staff will process your return. If your invoice has already been paid, the money will be transferred back to you. It is not possible to refund you in store.

 

I purchased an mey item. Where should I submit my complaint (damaged item)?

As a basic principle, an item of clothing is an article of everyday use and is subject to natural wear. Any item of clothing shows signs of wear after years of use. As a customer, you will need the date of purchase in order to make a complaint. You can make a complaint within the seller’s warranty of 2 years. For items purchased from a Mey retail partner, please direct any complaints to them, along with the sales receipt (you can also use a bank or credit card statement as proof of purchase instead of a receipt). For orders purchased in the mey story online shop, you can also submit a complaint here. Our relevant department will tell you about the next steps.

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