Frequently Asked Questions
MCM products are crafted to the highest standards of quality and excellence. However, we also understand that unforeseen issues and circumstances may arise.
Should you receive an item that is not in perfect condition, please contact us immediately. Where possible, MCM will offer to replace the faulty items. You will receive a full refund if the item cannot be repaired or replaced.
Eligible items must be returned within 14 days of delivery. Items related to personal hygiene (e.g., face masks, underwear, perfume) can only be returned or exchanged if the seal on the packaging has not been opened. All qualifying gift-with-purchase items must also be returned in new or unused condition.
Items must be returned new, unused, and with all labels and garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. All authenticity cards, dust bags and leather tags should be included with your return. Items should be returned in their original packaging to ensure they are adequately protected while in transit.
Shoes and Footwear
All shoes must be tried on a carpeted surface until you are certain of ownership. Footwear should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted and may be sent back to the customer.
Underwear, Perfume and Face Masks
Underwear, perfume, face masks and other items related to personal hygiene, can only be returned or exchanged if the seal on the packaging has not been opened.
Please note that items which are damaged as a result of wear and tear are not considered to be faulty and will be classified as invalid. Under these circumstances, the return may be denied by MCM and deferred back to the customer.
In order to ensure that your item is eligible for return, please refer to the return conditions stated in our Return Policy in the above section.
To start a return for an eligitble item, please follow the steps outlined below:
Step 1: Click “MANAGE ORDERS” at the top of the website page or “CHECK ORDER STATUS” in the site footer.
Step 2: Under “Start the return process:”, enter your order number and email address in the corresponding fields. Click the “START A RETURN” button to continue.
Step 3: Select the eligible item(s) that you wish to return.
Step 4: Review the details of your return carefully. Once you have confirmed that the information is correct, please press “SUBMIT” to file your return claim.
Important: Shipping instructions will only be sent if your return request is accepted.
Step 5: After your return has been received and processed by our warehouse and your refund is approved, you will receive your refund through the same payment method you placed the order with.
If you have any issues with the return process, please contact our Customer Service by email at email@example.com or by telephone at 00800 8888 1976.
To track the current status of your return claim:
Step 1: Click “Manage Orders” at the top of the website page or “Track order” in the site footer.
Step 2: Under “Check current status of your order or return”, please enter your return claim number, post code, and email address in the corresponding fields.
Step 3: Click the “TRACK RETURN” button to view the current status of your return claim.
Items purchased from a retail store cannot be returned to the MCM Online Store.
Items purchased online through MCMWorldwide.com can be returned in-store at the following MCM boutiques:
MCM Store München Maximilianstrasse
MCM Store Frankfurt Opera
MCM Store Düsseldorf Königsallee
MCM Store Hamburg Neuer Wall
MCM Store Berlin Kurfürstendamm
The address, store hours, and contact information of these MCM boutiques can be accessed using our Store Locator.
Please return your eligible item(s) within 14 days of receiving your order. Returns outside these timeframes may be accepted at the sole discretion of MCM. In case of extenuating circumstances or if you are purchasing a gift for offer, please contact our Customer Service at firstname.lastname@example.org prior to placing your order to extend the return deadline.
After your return has been received and processed by our warehouse and your refund is approved, you will receive your refund through the same payment method you placed the order with. Depending on your payment provider, refunds may take up to one billing cycle to be processed.
Please note that if you have received a gift and would like to return it for a refund, the person who originally purchased the gift will receive the refund.
Have a question or concern? Our Customer Service team is available Monday to Friday from 9 a.m. until 8 p.m., excluding Bank Holidays.
Or send us an email on email@example.com