Customer Service
Hi, how can we help you?
Do you have a question? It may have already been answered. Below you will find some frequently asked questions.
You can chat with our chatbot 24/7 to get answers to frequently asked questions.
You can also be connected to a member of staff (m/f/d) during opening hours if you need further assistance.
FAQ
WHEN & HOW DO I RECEIVE MY REFUND?
It may take up to 14 days for the refund to be processed.
The refund will be made using the same payment method you used for the purchase. For all returns made after the 28 day return period, we reserve the right to make the refund by e-credit card.
The shipping costs will only be refunded if you have returned all items in your order.
WHERE IS MY RETURN?
Once we have processed your return in our warehouse, we will send you a cancellation confirmation via email.
If you have not received a return confirmation email after 14 days, please contact us with your order number so our team can assist you.
ITEMS ARE MISSING IN MY ORDER
If an item is missing from your order, please first check for any items marked as out of stock in the delivery confirmation email. We will not charge you for cancelled items. If you ordered items from one of our third party brands, they will be delivered in a separate package. If there are any missing items that were not cancelled, please contact us with your order information so we can assist you.
I RECEIVED A DEFECTIVE ITEM
Please return the faulty item to us for a refund to your original payment method. Information on returns can be found here.
I WANT TO CANCEL/ADJUST MY ORDER
We process your order very quickly, so we are unable to make any changes once your order has been confirmed. This includes the delivery address and delivery terms, although you may be able to update these details directly with the courier. Alternatively, you may be able to cancel your order with us and place a new one, as there is a short cancellation window after your order has been confirmed. To do this, log in to "My Account" and view your online orders under "My Purchases". If you see the "Cancel Order" button, you can click on it to cancel your order. If you do not see the button, unfortunately it is too late to cancel as we have already started processing your order. If you need to, you can find out about the different return options here .
I CANNOT PAY WITH MY GIFT CARD
You can use your MT.8848 gift card to shop online and in stores across Germany. You can also use it when purchasing brands on our website. To use the card online, select "Add gift card" in the "Payment" section when paying. Enter the 19-digit number and 4-digit PIN. If you have a physical card, you can find these numbers on the back. You can pay for your entire online order with a gift card, or combine the card with other payment methods. Just make sure you use up your gift card balance first so you can then see alternative payment options. If your gift card was issued outside of Germany, it is only valid for in-store and online purchases in that country.