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Order:
• How do I place an order online?
• Can I also place telephone orders at mytheresa.com?
• How do I find the right size?
• Can I send an item as a gift?
• What is the Wait List?
• When are Wait List items back in stock?
• Can I pre-order a Wait List item?
• I tried to place an order and it didn’t go through. Now that particular item in my desired size is sold out. What happened?
• How do I know that my order was placed successfully?
Payment:
• Which payment methods do you accept?
• Where do I send wire transfer payments to?
• What are your shipping rates?
• I live outside the EU. Do I still have to pay VAT?
• Do I have to pay custom duties and taxes if my order is shipped outside to EU?
• How much are the custom duties and taxes for my order?
Shipping:
• Do you ship to where I live?
• How do you ship your orders?
• How can I track my order?
• Is my package insured?
• Do you ship on weekends and national holidays?
• Where will my order be shipped from?
• How long will it take for my order to arrive?
• Do I need to sign for the package?
Returns and Exchanges:
• What is your return policy?
• How do I get a RAN (Return Authorization Number) for my return / exchange?
• Can I return sale items?
• Can I exchange an item for a different item?
• Can I return gift certificates?
• When will I receive a refund for returned items?
General Questions:
• How do I contact Customer Care?
• What if I forget my password?
• How do I redeem a gift card?
• How do I unsubscribe from the newsletter?
• Whom can I contact in case of questions or problems?
Order:
How do I place an order online?
Shopping online is fun and easy!
You can either shop by designer (designers a to z) or by category (clothing, shoes, etc.) using the navigation at the left.
Click on the image or ‘See details’ to access the product detail page for specific information and sizing options for the selected product.
Please note that prices shown are in EUR, including VAT. Additional shipping costs will be added to your final purchase price at checkout. If you are purchasing outside the EU, prices will be linked to the current exchange rate and displayed in an approximate value. The final price for overseas customers will be calculated in accordance with the applicable exchange rate on the day your credit card company or bank processes the transaction.
To add a product to your cart, first select your size (if applicable) and click on ‘Add to cart’. Review the item(s) in your shopping cart. You have the option to delete items by clicking on ‘Remove item’. You may click on ‘Continue shopping’ to continue browsing, or if you are ready to checkout, click on ‘Checkout’.
Finalize your purchase. For non-registered customers, please complete the “Billing Address” form. Make sure you fill out all fields marked with *. If you have already registered with us, simply login using you e-mail address and the password you created for the account.
Select your preferred payment method. Payment can be made by credit card (Visa, Mastercard, American Express), direct-ebanking from your online banking account, wire transfer as pre-payment, or by redeeming a gift card.
Please carefully read our Terms and Conditions prior to placing your order. Every time you place an order with us, you will need to confirm to have read and agree to them.
Can I also place telephone orders at mytheresa.com?
Yes. Contact us at +49-89-679707-222 and one of our operators will be happy to assist you.
How do I find the right size?
Sizing may vary by designer. Please click on ‘Fit Advisor’ for each individual item for specific sizing details. Exact measurements for each size can be found under the “Measurements” option if applicable. For more information please click here.
Can I send an item as a gift?
Yes. Simply select the gift option at checkout. The gift will be sent without an invoice to delivery addresses within the EU. Please note that due to customs restrictions, we must include an invoice on all international orders. The invoice will be placed outside the gift packaging.
WHAT IS THE WAIT LIST?
Occasionally, sold out items become available again for various reasons (cancelled orders, re-shipment from the designer, etc.). By adding your e-mail address on the Wait List for a particular item (and size, if applicable), you will be automatically notified via e-mail should that item come back in stock. In this case, you will need to place the order for the requested item as you would normally do so on mytheresa.com. You will be notified only once when the requested item is back in stock. Should the item sell out again, you will need re-enter your e-mail address on the Wait List for that item to be notified again when it is re-available. If the item is no longer available you will be notified within four weeks after your registration. Please note that the Wait List does not reserve the item for you, nor does it guarantee that the item will be back in stock.
When are Wait List items back in stock?
There is no guarantee that Wait List items will be back in stock. You will be notified within four weeks if the desired item is no longer available.
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Can a pre-order a Wait List item?
Unfortunately, we are unable to accept pre-orders. If the Wait List is back in stock, you will be notified via email and you will need to place the order online.
I tried to place an order and didn’t succeed. Now that particular item in my desired size is sold out. What happened?
When you place an item in your cart and proceed to checkout, that item and size is temporarily “blocked” to prevent others from purchasing it while you check out. However, if your checkout process fails, the item is still blocked in our system. Please allow about 30 minutes for this item to re-appear on the site.
How do I know that my order was placed successfully?
After a few minutes you will receive an order confirmation to your e-mail address when your order is placed successfully.
Payment:
Which payment methods do you accept?
You may pay your order at mytheresa.com via credit card (Visa, Mastercard, American Express), direct-ebanking from your online banking account, wire transfer as pre-payment, or by redeeming a gift card.
Where do I send wire transfer payments to?
Please make payments to:
mytheresa.com GmbH
HypoVereinsbank Munich
Account Number 666866142
Bank Code 70020270
IBAN DE85700202700666866142
SWIFT-BIC HYVEDEMM
Bank Adress:
Bayerische Hypo- und Vereinsbank AG
Kardinal-Faulhaber-Str. 14
80333 München
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What are your shipping rates?
Shipping rates depend on your shipping address. Please click here to find your country and corresponding rate.
I live outside the EU. Do I still have to pay VAT?
No. Final purchase price for orders shipped outside the EU will be calculated without VAT at checkout. Please note, that duties for your country will be applied and invoiced separately through DHL. Please also see below.
Do I have to pay custom duties and taxes if my order is shipped outside to EU?
Yes, the customer is responsible for all applicable custom duties and taxes for orders shipped outside the EU. This will be a separate charge invoiced by our courier DHL. Please also see below.
How much are the custom duties and taxes for my order?
Custom policies vary widely between countries. Please contact your local customs office for further information. For further information about import taxes as well as taxes in general in your country, please feel free to contact our Customer Care team at customercare@mytheresa.com. To ensure quick delivery to you, any custom duties and taxes imposed by your government will be paid for on your behalf by our courier DHL and you will be responsible for these charges. You will receive a separate invoice by DHL for any applicable custom duties and taxes.
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Shipping:
Do you ship to where I live?
mytheresa.com ships all over the world!
How do you ship your orders?
We ship all orders using our partner courier DHL.
How can I track my order?
As soon as your order is shipped, you will receive an email notification with a DHL tracking number. Click here and enter the tracking number to see the status of the package.
Is my package insured?
We insure all packages in transit from mytheresa.com to the delivery address against theft and accidental damage. Once the package has been signed for, it is no longer insured.
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Do you ship on weekends and national holidays?
We process and ship orders during our business hours, excluding holidays. Our normal business hours are Monday to Friday 9:00am to 6:00pm (GMT +1).
Where will my order be shipped from?
Orders are shipped from Munich, Germany, where mytheresa.com is located.
How long will it take for my order to arrive?
Once your order has been shipped, orders within Germany usually take one to three business days according to the shipping method you have chosen. Please allow two to four business days for international orders (times vary according to customs procedures for each individual country).
Do I need to sign for the package?
Yes. All orders are shipped via DHL and will require a signature from the recipient.
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Returns and Exchanges:
What is your return policy?
Please see our complete Return and Exchange policy by clicking here.
How do I get a RAN (Return Authorization Number) for my return / exchange?
You can get your RAN automatically online using your order number and e-mail address by clicking here.
Can I return sale items?
Certainly! Please see our complete Return and Exchange policy by clicking here.
Can I exchange an item for a different item?
No, we can only exchange an item for the same item in a different size, if available.
Can i return gift certificates?
No. Gift certificates are valid for three years onward from date of purchase and cannot be returned. The total value can also be redeemed in parts on various orders.
WHEN WILL I RECEIVE A REFUND FOR RETURNED ITEMS?
A time frame of a few days can pass between the receipt of your returned merchandise and the return/refund process. Normally credit appears within two months statements of credit cards. In case the recipient of the product does not correspond with the buyer of the product, a credit will be refunded to the original buyer and the credit card holder. Please note that shipping costs will not be refunded.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).
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General Questions:
How do I contact Customer Care?
You can send us an e-mail to customercare@mytheresa.com, or call us at +49-89-679707-100. Our regular office hours are Monday to Friday 9:00am to 6:00pm (GMT +1), excluding holidays.
What if I forget my password?
Simply click here to retrieve your forgotten password.
How do I redeem a gift card?
At checkout, select “Gift Card / Store Credit” as your preferred payment method and enter your code (16 character letter-figure-combination) in the field.
How do I unsubscribe from the newsletter?
Please click here to unsubscribe from the newsletter.
Whom can I contact in case of questions or problems?
Our customer care team is ready to assist you with questions and queries Monday to Friday from 09:00-18:00. Please feel free to contact us under+49 89-679707-100 or send us and e-mail at info@mytheresa.com
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