We kindly ask you to provide us the following information:

• Photos of the damaged item. This includes a photo of the whole item, a close-up of the damaged area and, for the shoes category, a photo of the soles. As an optional step, you can also upload a video of the item to give our experts an even better view of the item's defect(s).

• The order number. You can find this in your order confirmation email, or in the "My Orders" section of our website.

• The item number. You can find this in your order confirmation email, or in the "My Orders" section of our website. The item number is a string of 9 characters, beginning "P00".

• The email address associated with the order number.

Coverage under the EU Guarantee includes:

• Repair or replacement of damaged metal parts (e.g. chains, clasps, eyelets, screws, rivets, carabiners, ring or chain links, press studs, magnets and other hardware)

• Repair or replacement of bag handles, straps, leather tongue flaps and tabs

• Repair or replacement of seams or zippers

• Repair or replacement of decorative detailing/ornaments
  

The EU guarantee does not apply:

• To items that have been improperly stored or used (e.g. the care instructions have not been followed; there is accidental damage or wear and tear; the item has been dropped or been subject to impact; the item has been used negligently or abnormally).

• To the repair or replacement of damages caused by external events, such as fire and floods.

• To the repair or replacement of items that have been subject to alterations by a 3rd party other than Mytheresa or the brand responsible for the item.

• In the event of the impossibility to repair or replace any parts covered by the EU guarantee, particularly when the parts needed are unavailable.

If in-house repair is not possible, you will be able to choose between a repair of the item by the brand, a refund of the item cost to your original payment method, store credit (equal to the item cost) to spend at Mytheresa or, if we still have the item in stock, an exchange.

This depends on the severity of the damage. It can take a varied period of time, depending on whether the item can be repaired in-house by Mytheresa, or needs to be repaired by the brand. Our in-house repairs (e.g. restitching; button replacements) take a maximum of 1 week. Repairs by a brand can take several months.

This depends on how fast the brand replies to our request, and whether they have the spare parts in stock.