FAQ

Who can I contact if I have any questions?
You can get in touch with our customer service from Monday to Friday, from 9 am to 5 pm, and on Saturdays, from 9 am to 12 pm, on this number: +49 (0) 7431 / 706 5111 or send us an e-mail at service@mey.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).

What payment methods can I use?
We offer a variety of payment methods. Discounts may not be deducted. More information: Payment methods

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.

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 contacting us as follows: Tel: +49 (0) 7431 / 706 5111 or E-mail: service@mey.com

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.

• Free shipping for orders over €79 with customer account for deliveries within Germany and over €120 for deliveries to the Netherlands, Belgium, Luxembourg, Austria and Ireland.
• 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.

Create a new customer account here.

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?
Unfortunately, you cannot change your e-mail address yourself. However, if you would like to change it, please contact our customer service. 

I chose the wrong size/colour/quantity – can I still change my order?
It is not possible to change the size/colour/quantity afterwards. Of course, you can also make use of your right of return and exchange at a later date.

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.

Where can I redeem my gift/promotional voucher?
Gift vouchers purchased online or in the mey store can be redeemed both in the online shop and in our mey stores directly at the checkout.
Promotional vouchers can be redeemed online. If the coupons state that they can also be redeemed in the mey store, they can also be redeemed directly at the checkout. 

You can find addresses for our mey stores here.

How do I redeem my gift voucher in the online shop?
You have the option of entering your gift voucher as a payment method in the checkout area.
Remaining amounts will not be paid out, but will remain valid. You will be informed of the current remaining value of the gift voucher by e-mail. 

I’ve received a promotional voucher. Where do I enter it?
In the shopping basket or in the check-out area you have an input field in which you can enter the code of the promotional coupon. Then click on ‘Apply’ to deduct the value of the coupon. Please note that only one promotional coupon can be redeemed per order. In general, the value of a coupon is allocated to the items ordered in relation to the product prices. The discount will only be granted on a pro rata basis on non-returned goods.  

How do I redeem my gift/promotional voucher in one of our mey stores?
Please present your gift voucher when paying. The amount can be settled directly at the cash desk. Remaining amounts will not be paid out.
 Promotional vouchers which state that they can also be redeemed in mey stores can be used directly at the checkout. Remaining amounts will not be paid out and will expire. 

I forgot to enter my gift/promotional voucher code when placing my order. Can I redeem it afterwards?
This is generally not possible. 

Can I redeem a gift voucher in the online shop even if it was purchased in a mey store?
Yes, that is possible. 

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 30 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. 

In the interest of efficient logistics processes, we charge a flat-rate return fee of €2.95 for returning goods. The return fee will be automatically deducted from the refund amount. Please refer to the return slip included with every delivery for details on how to return items.

When returning goods to a mey store, there is no return fee. Returns are free of charge in our stores.

For details about returning items, please refer to the returns note enclosed with every delivery.

The amount will be refunded to you within the next seven working days using your original payment method.

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. Please use the return label for your return, which you can generate at https://www.mey.com/en/support/returns.

Please note that in order to promote efficient shipping processes, we charge a flat-rate return fee of €2.95 for returns. Alternatively, you can also drop off your return free of charge at a mey store.

How long do I have to return my order?
You have the right to cancel this contract within 30 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?
A returns note is included in every parcel. If you wish to exchange an item, you can tick the relevant box on the returns note. The return label must be generated via the link https://www.mey.com/en/support/returns.

If the item is no longer available in the desired size or the new size is more expensive than what you originally paid, an exchange is not possible. 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.

We charge a flat-rate return fee of €2.95. The costs are automatically deducted from the refund.

When returning goods to a mey store, there is no return fee. Returns are free of charge in our stores.

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?
Refunds will be made to the payment method you originally chose. The return fee of €2.95 will be deducted from the refund amount.

If you return your items to a mey store, the refund will also be made using your original payment method—free of charge.

What happens if I return goods from an order that was paid for with a gift voucher?
If a gift voucher was used to pay for an order and goods are returned, the following sequence applies:
First, the gift voucher is topped up again by the corresponding value. Only then will a refund be made to the payment method that may have been stored. 

What happens if I return goods from an order for which a coupon was used, which I received for my birthday or for my newsletter registration, for example?
The value of the coupon will be deducted proportionately from the items ordered. If individual items are returned or cancelled, the coupon amount will be reduced accordingly. A coupon code is only valid once and will not be recharged on a full return. 

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 returning items by post or via Hermes as convenient and straightforward as possible, please generate the return label via this link: https://www.mey.com/en/support/returns. Please note that we charge a flat-rate return fee of €2.95 for returns in order to promote efficient shipping processes.

In order to offer you the best possible service, you can also return the items you wish to return to a mey store. The staff will process your return. If you return the goods to a mey store, the return fee will be waived. Returns are free of charge in our stores. The refund will be made using the payment method you originally chose. Refunds in store are not possible.

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.