What are my rights if I want to return any or all of my bought items?
When you shop at mbyM-shop.com you always have 30 days from the day you receive you order. That means that you can get a refund or exchange the order into another size. When you return your order – either for a return or exchange to other size - you must always register your return in our return portal here.
How can I exchange, or return an item purchased online?
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. Log in to the Returns Portal using your order number and the email address used to place the order. Let us know what you’d like to return or exchange - and why. Please note we only accept items that are not used or worn before.
It will take approximately 5 business days for processing of your returned parcel once received. We'll email you once we have processed the return/exchange.
NOTE! All our return labels are with UPS. Remember to ask for a receipt when you leave the package. The administration fee for using the label in our return portal is 8 euros, which will be deducted your return amount.
*Please note: we do not offer return labels to Spain.
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 our return portal:
- Pack the item securely in the original packaging if possible, and enclose a return note describing how and why. You must state on this note whether you want to change the size or have a refund, and the articles you wish to exchange or return.
- Go to your nearest post office and send the package to
MESSAGE A/S
Att: mbyM returns
A. F. Heidemanns vej 19
9800 Hjørring
Denmark
- The change in size or refund will be processed as soon as possible, and within 5 workdays after we receive your parcel at our warehouse.
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.
The items received are incorrect, or defective. What should I do?
If you have received an item which is defective or different to the one purchased, we will refund these items, and the delivery expenses as soon as we receive them at our warehouse, and inspect the condition of the garments. To process the return, you must contact us at mbyM@message.dk, whom will guide yu through the process.
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 is 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 return label* from our Return Portal. However, we will charge an administration fee of 8 euros, when using this. You are also welcome to not this 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.
*Please note: we do not offer prepaid return labels to Spain.