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).

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 attached to the dispatch confirmation.  

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.

Why do I receive my order in several parcels?
We have two logistics locations and unfortunately, due to the distance between the two, there is currently no other option. 
As sustainability is important to us, we rely on CO2-reduced delivery and use the DHL GoGreen service. 

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 €50 with customer account for deliveries within Germany and over €100 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. 

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.

Where can I redeem my gift/promotional voucher?
Gift vouchers purchased online can be redeemed in the online shop. Gift vouchers purchased in one of our mey stores can be deducted in store directly at the checkout.
As a rule, promotional vouchers received by e-mail can only be redeemed online and not in one of our mey stores. If specified on the coupon, you can redeem the promotional voucher online and in one of our mey stores.

You can find addresses for our mey stores here.

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.

I’ve received a promotional voucher. Where do I enter it?
As soon as you go to the shopping cart, you will see a field for you to enter your promotional voucher code. When you click the “Redeem” button, the value will be deducted from the shopping cart. Please note that you can only redeem one promotional voucher per order.

How do I redeem my gift/promotional voucher in one of our mey stores?
Present your gift voucher when paying for your items. The amount can be processed directly at the checkout. Any remaining amount will be duly paid out.
Promotional vouchers received by e-mail can be processed at the checkout if the voucher states that it should be redeemed in one of our mey stores. Any remaining amount will not be paid out and will be cancelled.

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

Can I redeem a gift voucher in the online shop even if it was purchased in a mey store?
Unfortunately, this is not possible. Gift vouchers purchased online can only be redeemed in the online shop. Vouchers purchased in one of our mey stores can be processed right there at the checkout.

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.