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.