FAQ

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)

The billing address can only be changed for orders that are still open. To do so, please contact our customer service by e-mail or telephone. It is no longer possible to change your billing address at a later date.

Tel: +49 (0) 7431 / 706 5111
E-mail: service@mey.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.

Which countries does mey deliver to?

Germany, The Netherlands, Belgium, Luxembourg, Austria, and Ireland.

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?

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?

You will receive an e-mail with a tracking link on the day of shipment.

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.mey.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?

The billing address can only be changed for orders that are still open. To do so, please contact our customer service by e-mail or telephone. It is no longer possible to change your billing address at a later date. 

Tel: +49 (0) 7431 / 706 5111
E-mail: service@mey.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.

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 cancel the contract for the products without any restrictions within 14 days of receiving them. Within that period, you can cancel the contract for 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 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 long do I have to return my order?

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. You can 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.

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?

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.

Create a new returns label and print it out right away here.

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 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 a 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 two 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).

If the items were purchased in a mey store, you can submit a complaint in store or here. For orders purchased in the mey online shop, you can submit a complaint here. Our relevant department will tell you about the next steps.