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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, Mastercard)
Klarna*: Pay Now, Pay Later, Ratepay
*Please note that Klarna payment options (Pay Now, Pay in Installments, and Pay in 30 Days) may not always be available to all customers. The available payment methods are determined individually by Klarna during the checkout process, and you will only see the options that are offered to you.
For orders under €139.99, shipping costs apply. The fee is €5.99.
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:
Netherlands: currently 1-3 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. Returns are possible within the Netherlands at the customer's own expense. We will refund the amount as soon as possible after the goods have been received. However, you can place a reorder with the correct data and the desired items as long as it is shown as available in the online store.
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 return the goods you ordered to us at your own expense within 14 days.
Register Your Return Here
How to return your items:
Register your return in your customer account under “My Orders” or click here.
Please return the selected items to us in accordance with the return instructions. You will receive your refund once the items have been received by us or once you have provided proof that you have returned them.
Place the return form (included with your shipping documents and sent with your invoice email) together with the undamaged items, in their original packaging, inside the parcel and seal it securely.
Attach the generated return label to the top of the parcel.
As always, please remember to ask for proof of postage and keep it in a safe place until your return has been processed.
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. Returns are possible within the Netherlands at the customer's own expense. We will refund the amount as soon as possible after the goods have been received. However, you can place a reorder with the correct data and the desired items as long as it is shown as available in the online store.
You can find all information regarding your right of withdrawal and our return policy in our Terms and Conditions under “Cancellation Policy (Right of Withdrawl)”. In addition, you will find a Withdrawal Button at the bottom of our website.
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 orders under €139.99, shipping costs apply. The fee is €5.99.
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:
Netherlands: currently 1-3 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.
You can return the goods you ordered to us at your own expense within 14 days.
Register Your Return Here
How to return your items:
Register your return in your customer account under “My Orders” or click here.
Please return the selected items to us in accordance with the return instructions. You will receive your refund once the items have been received by us or once you have provided proof that you have returned them.
Place the return form (included with your shipping documents and sent with your invoice email) together with the undamaged items, in their original packaging, inside the parcel and seal it securely.
Attach the generated return label to the top of the parcel.
As always, please remember to ask for proof of postage and keep it in a safe place until your return has been processed.
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.
The essentials for returns with Klarna:
If you wish to return some or all items from your order, please allow up to 7 business days (excluding weekends and public holidays) for your return to reach our warehouse. We will send you a confirmation email as soon as your return has been received.
Klarna will send your invoice by email once your order has been dispatched. Please make sure to observe the payment deadline stated on your invoice. Klarna invoices are due 30 days after you receive the invoice. Your statutory right of withdrawal and our return policy remain unaffected by this deadline. Ultimately, you only pay for the items you decide to keep.
If you have recently returned one or more items and the invoice due date is approaching, we recommend registering your return in the Klarna Portal or the Klarna app. If you have any questions, Klarna Customer Service will be happy to assist you. Please note that our Customer Service team cannot extend your invoice payment deadline.
As always, please remember to ask for proof of postage and keep it in a safe place.
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 return the items in their original packaging. To help us process your return as quickly as possible, please include the return form that was sent to you with your invoice email. We cannot accept parcels sent freight collect (unpaid postage). Such shipments will be returned to you at your expense. Important: Please keep the proof of postage provided by the carrier until your purchase price has been refunded.
As soon as your return has been received, you will receive a confirmation by email. The refund will be issued to the payment method you used for the purchase or your invoice will be adjusted accordingly. The return processing and refund will be completed within 14 days of the return arriving at our warehouse. In addition to checking your inbox, please also check your spam folder. If it takes longer than expected, please check the tracking information on your proof of postage.
You are responsible for the cost of returning the items.
The purchase price will be refunded once your return has been processed (not upon delivery). The average processing time is 14 days. Refunds are issued using the original payment method.
Credit Card:
The refund will be credited back to your credit card.
PayPal:
The refund will be credited to your PayPal account. You can keep the amount in your PayPal balance or transfer it to your bank account.
Klarna:
Once your return has been registered, we will notify Klarna so that your payment information can be updated accordingly. If you paid via Klarna Instant Bank Transfer, the refund will be processed through Klarna. To avoid payment reminders, please also register your return with Klarna using the Klarna app or website.
Please send returns exclusively to the following address:
Sole Brothers GmbH
c/o Arvato SE
Marler Str. 181
46282 Dorsten
Germany
Please do not send parcels freight collect (unpaid postage). Also, make sure to include the return form or a copy of your invoice inside the parcel so that we can identify and process your return without delay.
Shipping costs will only be refunded if you return your entire order. In the case of a partial return (for example, if you keep one or more items from the order), only the value of the returned items will be refunded. The original shipping costs will not be reimbursed.
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, Mastercard)
Klarna*: Pay Now, Pay Later, Ratepay
*Please note that Klarna payment options (Pay Now, Pay in Installments, and Pay in 30 Days) may not always be available to all customers. The available payment methods are determined individually by Klarna during the checkout process, and you will only see the options that are offered to you.
You must be at least 18 years old to use Klarna as payment method.
The billing address must be the same as your registration address.
The maximum allowed purchase amount on Klarna's invoice is determined by Klarna's credit check and varies from person to person. If your purchase fails, you may be able to try again with a lower amount.
Instructions in 5 easy steps - Paying with Klarna:
Choose Klarna as payment method and enter your billing and delivery information. Your delivery address can differ from your billing and registration address.
Klarna will then perform an identity and credit check and verify your information.
Once your information is verified and your order is authorized, we will send you an order confirmation email. Your order will then be forwarded to our warehouse for processing.
As soon as your order is shipped, Klarna will send you an invoice to the email address you provided when you placed your order. You have 14 days from the invoice date to pay your order. All payment informations are shown in the invoice. Please indicate the purpose of payment on the invoice so that your payment can be assigned.
Keep track of the status of your invoice via the Klarna portal, you can see when your invoice is due in the email you receive from Klarna.
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.