What are my rights if I want to return any or all of my bought items?
When you shop at mbyM-shop.com you have 30 days from the day you receive you order. That means that you can get a refund or exchange the order into something else.
When you return your order, you must always fill out the return note which was in the package. If you have lost the return note, you can download it here.
Returns: we've made it easier for you
We get it - sometimes something just doesn’t work for you and you want your money back. As long as an item is still in its original condition, we will accept your return. Included in your package* is a prepaid return label, so all you have to do is pack your items in the reusable mbyM packaging, attach the enclosed return label and deliver it to your nearest UPS shop. Please ensure the original delivery label on the parcel is removed or covered.
Remember to ask for a receipt when you leave the package. The administration fee for using the prepaid label is 5 euros, which will be deducted your return amount.
How can I exchange or return an item purchased online?
When making exchanges and returns, please bear in mind that any items returned must be in the same condition in which you received them.
If you want to return an item without using the prepaid return label:
Pack the item securely in the original packaging if possible, and enclose the return note. You must state on this document whether you want to change the size or have a refund, and the articles you wish to exchange or return.
If you cannot find the return note please contact our customer service.
Go to your nearest post office and send the package to
Att: mbyM returns
A.F. Heidemanns vej19
Please note: The package must be delivered to our address. Post-office collection is not possible. We advise you to not send the return package with Hermes, as they send to post-offices. Due to the circumstances, the package will be quarantined for 48 hours before processed.
The change in size or refund will be processed as soon as possible after the quarantine of the package - thank you for your understanding.
The items received are incorrect or defective. What should I do?
Go to "Complaints & Safety".
How do I get a refund?
The refund period may vary between 7-30 days, from reception of your return at our warehouse. Once we have inspected the condition of the returned items, we will notify you by e-mail. The refund will be made using the same payment method used to purchase the item.
Please note that you can loose your buying amount partially or fully. That happens if the value of the purchased item has decreased, because it has been used. Or it has been damaged in your care or it has been handled in an unnecessary way.
mbyM will determine the value of the item, based on our experience with 2. and 3. Sorting of goods. As an example goods that appear to have been used or clearly damaged will be reduced with 80% of the value as a minimum. If an item is determined as unsaleable, the reduction will be 100%.
I have returned an item, but the money are not transferred to my bank account.
When you want your money back for a returned item, you must expect 7-30 working days from the day we receive your return, before the money will be available on your bank account. This is due to the administration, and the expedition of the bank transfer.
Do I have to pay for the return shipping of my order?
No, not if you choose to use the included prepaid return label*. However, we will charge an administration fee of 5 euros, if you use the prepaid return label. You are also welcome to not use the prepaid return label, and send it at your own cost - read more under the section "If you want to return an item without using the prepaid return label" above.
If we have made a mistake in the shipping, or by accident sent you the wrong item, please contact customer service.
Fill in the return form
If you wish to exchange or return your goods you can fill out this return form and send it along with your items within 30 days after you have received your package. Send the package to the following address:
A.F. Heidemanns vej 19
DK - 9800 Hjørring
Price tags and other labels must be attached on all returned items, which have to be returned in original packaging. Notice that you have to pay for the return shipment, unless otherwise is agreed upon with our customer service team.
Get your money back
Fill out the return form and circle “Refund”. The amount will be refunded to the credit card used for the purchase. It may take up to two weeks before the money is available on your card, depending on the type of your card. Delivery costs are non-refundable.
Fill in the return form, and note which size you wish to receive instead. We will send you the desired size within 5 working days (after the package has been in quarantine for 48 hours) after we have received your returned items. If we do not have the required items in stock and cannot provide it for you, we will refund the money to the credit card used for the purchase.
Exchange to a different item
Go to our web store and make a new order for the new item.
Fill in the return form and circle “Refund”. We will refund the money to the credit card used for the purchase. It may take up to two weeks before the money is available on your card, depending on the type of card.