For more information, please refer to our customer care page.
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Has an item you bought from Mytheresa become damaged after use because of a manufacturing fault or production defect? With our After Sale Service, we aim to find the best solution for your beloved luxury pieces by asking you to submit detailed information about them. Our experts will take care of your request, and will examine your item to determine if and how we can assist you as part of our After Sale Service. Fill out our mobile-friendly After Sale Service Request form by clicking on the button below.
HOW TO MAKE YOUR AFTER SALE REQUEST
To start the process, we will ask you to share some information with us, including the order number, item number (optional), and a description of the defect.
Our experts will need to see pictures of your item in order to assess any defects. We will ask you to upload photos, including a view of the entire item and a clear close-up of the damaged area. As an optional step, you can also upload a short video of your item. You can do all of this easily using your phone.
That's all! Once you have submitted your request to us, our experts will analyze your damaged item and provide initial feedback based on the information provided.
An After Sale Service Request can be made when you have received a flawless item, but a manufacturing fault or production defect appears after some time of use. It only applies to items that have been worn (i.e. with tags no longer attached), and that are still valid under the EU Guarantee (i.e. it has been less than 24 months since you received the item). An exchange or return can be made for unworn items with tags still attached.
We kindly ask you to provide us the following information:
Coverage under the EU Guarantee includes:
The EU guarantee does not apply:
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.