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FAQ
FAQ
We don't offer click and collect so you can't pick up your stuff instore. We ship all sendings out of our external warehouse.
Paypal: Pay now, in 30 days or in installments
Credit card
Visa: United States of America, Hong Kong, Japan, South Korea (Republic of Korea), Taiwan, Monaco, Norway, Australia, Canada, China, Singapore, Iceland, Liechtenstein, Serbia
Mastercard: United States of America, Hong Kong, Japan, South Korea (Republic of Korea), Taiwan, Monaco, Norway, Australia, Canada, China, Singapore, Iceland, Liechtenstein, Serbia
For international orders outside the EU, shipping fees are calculated dynamically at checkout according to destination and item quantity.
We try to ship the ordered item(s) at the same day we receive the payment for your order and you will get an email with the tracking information for your order. Local Tax / Customs may occur, which is not in our responsibility.
Delivery Time:
Delivery time depends on the shipping country, but it typically ranges from 3 to 6 business days.
Unfortunately it is not possible for us to change or cancel orders afterwards. This means that no articles or explicit sizes can be changed, promotion codes can't be added nor addresses can be corrected. Orders outside the EU are final and cannot be returned.
Shipping of instore releases through our store is unfortunately not possible due to our distribution channels. If you're able to shop in Frankfurt, it's best to stop by and try your luck. In most cases, a raffle takes place, where participants have a fair chance to win the opportunity to purchase a release item.
Please note that all sales made outside of the European Union (EU) (e.g. from UK, USA or Switzerland) are final and can't be returned.
Store returns are only possible for items that were purchased in the respective store.
Unfortunately, it is not possible to make direct exchanges. However, you are welcome to place a new order for the desired item, provided it is still available in our online shop.
Restocks are not very common, but not impossible. Sometimes we'll get a restock and we will still inform you via our homepage. Want to stay in the loop? Subscribe to our newsletter or follow us on Instagram.
We don't take any preorders. We want to keep it fair for every customer.
If you have any questions about our online shop, feel free to leave us a message. We’ll get back to you as soon as possible. Please note that inquiries sent over the weekend may take a little longer to process. Kindly submit only questions related to the online shop here — we’re unable to answer questions about physical stores via this channel. For store-related questions, please contact the store directly. You can find the contact details under “Questions about our store?”.
You can reach us via contact form, phone, or email:
+49 800 - 411 00 00 Monday to Friday 12:00 pm - 4:00 pm
If you're inquiring about an existing order, please include the following information:
Full name
Customer number
Order number
If you have any questions about our MBCY Store in Frankfurt, the store team will be happy to help you. Feel free to give them a call at the following number:
Contact Frankfurt MBCY Store
Telefon: +49 (0) 69 20975855
Öffnungszeiten: Mon - Sat 11 am - 7 pm
If you have any questions about our online shop, feel free to leave us a message. We’ll get back to you as soon as possible. Please note that inquiries sent over the weekend may take a little longer to process. Kindly submit only questions related to the online shop here — we’re unable to answer questions about physical stores via this channel. For store-related questions, please contact the store directly. You can find the contact details under “Questions about our store?”.
You can reach us via contact form, phone, or email:
+49 800 - 411 00 00 Monday to Friday 12:00 pm - 4:00 pm
If you're inquiring about an existing order, please include the following information:
Full name
Customer number
Order number
Shipping of instore releases through our store is unfortunately not possible due to our distribution channels. If you're able to shop in Frankfurt, it's best to stop by and try your luck. In most cases, a raffle takes place, where participants have a fair chance to win the opportunity to purchase a release item.
Restocks are not very common, but not impossible. Sometimes we'll get a restock and we will still inform you via our homepage. Want to stay in the loop? Subscribe to our newsletter or follow us on Instagram.
If you have any questions about our MBCY Store in Frankfurt, the store team will be happy to help you. Feel free to give them a call at the following number:
Contact Frankfurt MBCY Store
Telefon: +49 (0) 69 20975855
Öffnungszeiten: Mon - Sat 11 am - 7 pm
We don't offer click and collect so you can't pick up your stuff instore. We ship all sendings out of our external warehouse.
Restocks are not very common, but not impossible. Sometimes we'll get a restock and we will still inform you via our homepage. Want to stay in the loop? Subscribe to our newsletter or follow us on Instagram.
We don't take any preorders. We want to keep it fair for every customer.
Please understand that our prices - depending on current trends - are constantly changing. If a product is reduced in price but you have already purchased it, we cannot give you a subsequent refund of the difference.
Unfortunately it is not possible for us to change or cancel orders afterwards. This means that no articles or explicit sizes can be changed, promotion codes can't be added nor addresses can be corrected. Orders outside the EU are final and cannot be returned.
For non-EU customers: All sales made outside the European Union (e.g. from the United Kingdom, Switzerland, or the United States) are final and cannot be returned or withdrawn. The statutory 14-day right of withdrawal applies only to customers within the European Union.
No. The withdrawal form is not intended for cancelling an order before it has been shipped. Once an order has been placed, it can no longer be cancelled using this function. The withdrawal form can be used to initiate the return of an item you have already received, in accordance with the applicable return policy.
For international orders outside the EU, shipping fees are calculated dynamically at checkout according to destination and item quantity.
We try to ship the ordered item(s) at the same day we receive the payment for your order and you will get an email with the tracking information for your order. Local Tax / Customs may occur, which is not in our responsibility.
Delivery Time:
Delivery time depends on the shipping country, but it typically ranges from 3 to 6 business days.
We don't offer click and collect so you can't pick up your stuff instore. We ship all sendings out of our external warehouse.
Shipping of instore releases through our store is unfortunately not possible due to our distribution channels. If you're able to shop in Frankfurt, it's best to stop by and try your luck. In most cases, a raffle takes place, where participants have a fair chance to win the opportunity to purchase a release item.
You can enter a delivery address different from your billing address if you do not want your order to be delivered to you.
For security reasons it is unfortunately not possible for us to change your delivery address after you have already completed your order.
If you are not there to receive your package, our delivery partner will leave you a notification with the information when a new delivery will take place or where you can pick up your package.
Please note that all sales made outside of the European Union (EU) (e.g. from UK, USA or Switzerland) are final and can't be returned.
Store returns are only possible for items that were purchased in the respective store.
Unfortunately, it is not possible to make direct exchanges. However, you are welcome to place a new order for the desired item, provided it is still available in our online shop.
Please note that all sales made outside of the European Union (EU) (e.g. from UK, USA or Switzerland) are final and can't be returned.
Please note that all sales made outside of the European Union (EU) (e.g. from UK, USA or Switzerland) are final and can't be returned.
You will receive the shipping documents together with your invoice email once your order has been shipped.
Please note that all sales made outside of the European Union (EU) (e.g. from UK, USA or Switzerland) are final and can't be returned.
Please note that all sales made outside of the European Union (EU) (e.g. from UK, USA or Switzerland) are final and can't be returned.
Please note that all sales made outside of the European Union (EU) (e.g. from UK, USA or Switzerland) are final and can't be returned.
Please note that all sales made outside of the European Union (EU) (e.g. from UK, USA or Switzerland) are final and can't be returned.
Please note that all sales made outside of the European Union (EU)
(e.g. from UK, USA or Switzerland) are final and can't be returned.
Please note that all sales made outside of the European Union (EU) (e.g. from UK, USA or Switzerland) are final and can't be returned.
Please send a few photos of the defect along with your order number to our Customer Service team. We will review the issue in advance and get back to you.
[email protected]
If you purchased the item in one of our stores, please contact the respective store directly and bring the item along with the purchase receipt. In this case, unfortunately, it is not possible to process your claim through the online shop.
Paypal: Pay now, in 30 days or in installments
Credit card
Visa: United States of America, Hong Kong, Japan, South Korea (Republic of Korea), Taiwan, Monaco, Norway, Australia, Canada, China, Singapore, Iceland, Liechtenstein, Serbia
Mastercard: United States of America, Hong Kong, Japan, South Korea (Republic of Korea), Taiwan, Monaco, Norway, Australia, Canada, China, Singapore, Iceland, Liechtenstein, Serbia
Klarna is not available as a payment method outside the EU.
If you've used a discount code that gave you a specific discount (such as a 15 € discount via the newsletter birthday promotion), that discount will be taken into account when refunding the amount of your returned items.
An example to clarify: You buy 1 item for 20 € and 1 item for 80 €. The total purchase value is 100 €. You use your discount code, which gives you 15 € discount for a purchase of at least 75 €. Then you send back the item worth 20 €. The discount will be calculated on both items and you will receive a discount on each item proportional to the amount of that item. In this case, 3 € discount on the item of 20 € and 12 € discount on the item of 80 € - a total of 15 € discount on your entire order. The refund you receive will only be for the price of the returned item minus the discount amount. So in this case the refund is only 17 € (20 € - 3 € discount).
When you return an item, you are not entitled to a refund of the discount amount, not even in the form of a gift certificate or a new discount code.
MBCY reserves the right to exclude certain items from promotions. This means that coupon codes can not be redeemed on certain items or brands. The following brands, among others, are generally excluded from promotions: Acne Studios, CDG Parfums, CDG Play, CDG Wallet, Crep Protect, Escentric Molecules, Jason Markk, Medicom, Stone Island, Stüssy.
Of course, excepetions may occur to the above mentioned brands. In addition, most discounts cannot be combined.