FAQ

USER ACCOUNT & PASSWORD
Would you like to create a user account?

You can create a new user account by hovering over "My account" at the top of any Mytheresa webpage. A flyout window will appear. Then, simply click on "CREATE AN ACCOUNT" at the bottom of the flyout window. Alternatively, you can click on "My account" to be redirected to the account registration page.

All you need to provide to create your account is your name, email address, and a personal password. You can edit your personal information at any time. This information is confidential and will not be passed on to third parties.

Would you like to change your personal information?

To change your personal information, begin by logging into your Mytheresa user account. You can view and change all of your information by clicking on "my account information".

Did you forget your password?

You can change your password by hovering over "My account" at the top of any Mytheresa page, or by clicking on "My account". Next, click on "Did you forget your password?" and enter your email address. Within a few minutes, you will receive an email with a link to reset your password.

Would you like to place an order without creating a user account?

You can order on Mytheresa without creating an account. Simply check out without login. Once you are ready to check out, you will be forwarded to the sign-in page where you can select "PROCEED WITHOUT LOGIN". After you have entered your shipping and billing address, as well as your payment details, you will be asked to confirm your order. You can choose to uncheck the box marked "Create a user account using the information from this order" before confirming and completing your order.

TAX-FREE SHOPPING
How can I get tax-free documents?

If you order from eligible countries within the European Union, you can shop your favorite pieces tax-free. This service is currently only available for deliveries to Germany, Austria, Spain, Belgium and the Czech Republic.

What are the criteria for tax-free?

To qualify for a tax refund, you need to meet the following criteria:

  • You must be a non-EU resident

  • Your billing address must be located outside the European Union (PO Boxes excluded)

  • Your name must be identical on your passport, billing address, and shipping address

  • Your name must be clearly indicated as the recipient or under “c/o” (“care of”) on the shipping address. You can add this information in the “Address Line 2” field on the checkout page

How do I receive my refund?

If you are eligible for tax-free shopping, you can opt to receive more information via email on the confirmation page. To do so and receive a Global Blue Tax-Free document, please indicate “Yes, please” on the next page.

You then have 2 business days to send a copy of your passport to customercare@mytheresa.com. Please include your order number in the email.

Once you have received your parcel, please fill out the Global Blue tax-free form and obtain a customs stamp from any airport within the EU. To complete this step, you will need the following:

• Your completed tax-free form
• Your passport
• The receipts/invoice
• The purchased goods (unused/unworn), in their original packaging and with the price tag.

We advise that you also carry proof of residency outside of the EU if you have an EU passport.


You can then present the completed and stamped form at a Global Blue counter to receive your tax refund.

What refund options are available?

You can obtain your refund in one of the following methods: cash, credit card or debit card (Visa, Mastercard, UPI), Diners/Discovery, Amex, JCB, Alipay, and WeChat. More information on the refund period can be found on https://cs.globalblue.com/s/article/Multiple-Ways-To-Get-Your-Refund?language=en_US.

Can I receive a tax refund on life orders?

Unfortunately, it is not possible to get a tax refund on orders containing LIFE products.

PAYMENT & REFUNDS
What payment methods does Mytheresa accept?

Depending on the country your order is being shipped to, Mytheresa accepts various payment methods. We currently accept credit cards for all countries. You can find out more about which payment methods are accepted for your country in the "Payment" section of the Customer Service page.

What happens after placing an order?

Typically, your order will be shipped on the same day we receive your payment. You will then receive an order confirmation and we will update you when your order is packed, shipped, and on its way to you.

When does mytheresa charge my credit card?

When you place an online order, the sum total of your order is pre-authorized by your credit card provider, meaning that amount is reserved for your order. You will see that the pre-authorized amount has been deducted from the available limit of your credit card, however your account will not be charged until your order has shipped. If you cancel your order before it ships, your account will not be charged and the pre-authorization will be voided. Kindly note that the pre-authorization is valid for at least 7 days and the time it takes to release the pre-authorized amount depends on your bank.

How do I get a refund after returning an item?

Typically, you will be refunded one business day after we have received your return. Kindly note it may take several business days for your refund to appear in your account, depending on the processing time of your bank or credit card provider. You will receive your refund on the payment method used for the original order. Alternatively, you can opt in to receive store credit for the refunded amount, which you can redeem on future Mytheresa purchases. You can simply select your preferred refund option in our returns process. If you choose to receive store credit, it will automatically be sent to the email address saved to your Mytheresa account.

Is my CO2 emissions contribution refundable?

Kindly note that your climate neutral contribution helped offset the CO2 emissions of your order, including its potential return. Therefore, in the case of returns, it is non-refundable.

SHIPPING & TRACKING YOUR ORDER
How much does shipping cost?

Our shipping costs vary depending on your selected shipping destination. You can find out more about shipping costs for your delivery country in the "Shipping" section of our Customer Service page.

Is your parcel insured?

Once shipped, your order is insured against theft and accidental damage. In the case of return items, you can insure your parcel by using the official return label provided in your original order. If your return parcel is picked up by one of our affiliate couriers, be sure to ask for a signed confirmation receipt. If you drop off your return at a parcel shop, also make sure to ask for a confirmation receipt.

Would you like to receive your order as quickly as possible?

For the fastest delivery, choose the "Express" shipping method during checkout. If you live in Munich you are also eligible for same-day delivery.

Would you like to track your order?

Once your order leaves our warehouse, we will send you a shipping confirmation with a tracking number. With your tracking number, you can check the status of your order and estimated delivery time.

How do I help offset the CO2 emissions of my order?

It is completely hassle-free: Simply order as you always have, and, when choosing your preferred delivery method, select the climate neutral option to help offset the CO2 emissions of your order.

RETURNS & EXCHANGES
Would you like to return one or more items from your order?

All purchased items can be returned free of charge within 30 days of receipt – including reduced items. Please find more information about returning or repealing your purchase in the "Returns & Exchanges" section of our Customer Service pages.

Would you like to exchange one or more items from your order?

All purchased items can be exchanged free of charge within 30 days of receipt – including reduced items. Please be aware that we can only exchange an item for the same item in a different size. Please find more information about returning or repealing your purchase in the "Returns & Exchanges" section of our Customer Service page.

CPO WATCHES
How will my CPO watch be shipped?

Your watch will be shipped insured and with our affiliate couriers Ferrari or DHL, who are specialized in high-value items. The delivery of your watch will take slightly longer than our standard delivery time.

Is it possible to return my CPO watch?

If for any reason you are not fully satisfied with your watch, you can return it within 30 days of receipt. For returns, please follow the instructions provided on your returns documents and use the same carrier that shipped your order. Please make sure to include all watch boxes, accessories, and certificates with your return. Kindly note that any refund for returned watches may take up to 2 weeks. CPO watches cannot be exchanged.

AUTHENTIC PRODUCTS
Are all items on Mytheresa authentic?

Mytheresa is an authorized global online retailer with the finest edit in luxury fashion and we value our close relationship with all the designers we offer. You can rest assured that all products on our website are authentic and delivered to us directly from the brands we stock.

GIFT CARD & STORE CREDIT
Would you like to give someone a Mytheresa gift card?

You can purchase a Mytheresa gift card by clicking on "Gift card" on our homepage. You can then choose whether you would like the gift card to be sent by email or post.

Would you like to check the balance of your gift card or store credit?

You can check the balance of your gift card or store credit at any time in the "Gift card" section on our homepage. Simply enter your gift card code in the designated field and please pay close attention to the correct spelling. Click on "CHECK BALANCE" to see the current balance of your gift card or store credit.

Would you like to redeem a gift card, store credit, or promotion code?

You can redeem your gift card, store credit, or promotion code at checkout once you have added your preferred items to the shopping bag. Then, enter your code in the "Gift Card/Store Credit/Promo Code" field. Please pay close attention to the correct spelling of the code and ensure it is intended for use in your selected country/currency. Click on "USE CODE" to redeem your credit.

WISHLIST & NOTIFICATIONS (ALERTS)
Would you like to add an item to your wishlist?

The wishlist is a great way to keep track of your favorite pieces and their availability. Once you are logged into your Mytheresa account, you can choose to receive notifications for the pieces on your wishlist if they go on sale, are the last pieces available, or get restocked. Plus, you can move a piece from your wishlist to your shopping bag in just one click.

Is your favorite piece sold out? – Back in stock alert

With the "Back in stock" alert, we will automatically notify you when your favorite piece has been restocked in your size. Once you are logged into your Mytheresa account, you can add pieces to your wishlist and activate the back-in-stock alert. Kindly note that we cannot guarantee the piece you have chosen will be restocked.

When will my favorite piece go on sale? – Sale alert

With the "Sale" alert, we will notify you as soon as your favorite pieces go on sale. Once you are logged into your Mytheresa account, you can add items to your wishlist and activate the sale alert. You can also subscribe to our newsletter to stay up-to-date on all of our offers.

Would you like to be notified if there is only piece left of your favorite item? – Last piece alert

Once you are logged into your Mytheresa account you can add items to your wishlist and activate the "Last-piece" alert. If there is only one item left, you will be notified by email.

NEWSLETTER
Would you like to subscribe to our newsletter?

If you would like to subscribe to our newsletter, you can sign up with your email address in the designated field at the bottom of our homepage. Click on "SIGN UP" to be redirected to the registration form. Please fill in your name, date of birth, and your preferred country and language. You can complete your registration to our newsletter by clicking on "SIGN UP HERE".

Would you like to unsubscribe from our newsletter?

You can unsubscribe from our newsletter at any time. Simply click on "unsubscribe" at the bottom of your newsletter.

If you have any further questions, we would love to hear from you. Please contact our Customer Care team at:
EMAIL US
EMAIL US

customercare@mytheresa.com

Due to a high amount of requests, we might take a few days to get back to you. We apologize for any inconvenience this may cause.

CALL US
CALL US

0808 101 3473

Available 24/7

finest-edit-icon
The finest edit in luxury
Finest edit of more than 200 international luxury brands
designer-collaborations-icon
Designer collaborations
Exclusive capsule collections that you won't find anywhere else
delivery-icon
Fast delivery
Delivery to over 130 countries