Do you have a question about your order, delivery, return, or warranty? Below you'll find answers to the questions our customers ask us most often, grouped by topic. Can't find what you're looking for? Our customer service team is happy to help via customersupport@mexx.com or through the contact page.
Placing an order with Mexx takes four simple steps: choose your size, colour and quantity on the product page, add the item to your basket, enter your details, and select a payment method. You can order with or without an account.
Before you check out, you'll see a full overview of your order, including shipping costs and any discount code applied. As soon as your payment is confirmed, you'll receive an order confirmation by email right away.
At Mexx, you can pay with iDEAL, credit card (Mastercard, Visa and American Express), PayPal, Bancontact, Sofort Banking (Klarna), Fashioncheque, and Riverty (buy now, pay later). All payment methods cost the same — we don't charge extra fees for any of them.
You can find a detailed explanation of each payment method on the Ordering & payment page. All prices listed on mexx.com include VAT.
Yes — you can spend up to €50 of your Fashioncheque balance on an order at Mexx online. Any remaining amount can be paid using another payment method, with the exception of Riverty.
Hold on to your Fashioncheque after placing your order. If you return all or part of your order, we'll refund the amount to the same card. If you paid with a combination of Fashioncheque and another payment method, we'll split the refund across the methods used.
Enter your discount code in your basket under "Apply discount code" before checking out. You can redeem one discount code per order.
The full terms can be found in our promotional terms and general terms and conditions.
Riverty is the payment method that lets you pay for your Mexx order afterwards: you receive your order first and pay the Riverty invoice later. Riverty was previously known as Afterpay.
At checkout, select Riverty and enter your personal details. Riverty then carries out a risk check. If you're approved, Riverty takes over the payment to Mexx and we ship your order. Once shipped, you'll receive an invoice from Riverty, which you pay directly to Riverty within 14 days. Paying afterwards with Riverty is only available if you're 18 or older.
Because Riverty handles the payment, any questions about your invoice go through Riverty rather than Mexx. You can reach them at klantenservice@riverty.nl.
If you don't pay your invoice within 14 days, Riverty will first send you a reminder. From the second reminder onwards, Riverty charges additional fees. These fees are set by Riverty; Mexx has no influence over them. If you have questions about your invoice or a payment plan, please contact Riverty's customer service.
An error message means you didn't pass Riverty's risk check — for example, because there's still an outstanding balance with Riverty. In that case, choose a different payment method at checkout, or contact Riverty's customer service. Mexx has no insight into Riverty's assessment and cannot change it.
Your Riverty invoice still needs to be paid within the set deadline, even after returning your order. You can pause the payment in the Riverty app until your return has been processed.
Please note: the €4.95 return fee remains payable to Riverty. Keep an eye on your Riverty invoice after we've processed your return, so you can pay the remaining amount on time.
You can only change or cancel your order as long as it hasn't yet been processed — which happens shortly after you place it. Contact our customer service as soon as possible at customersupport@mexx.com; if your order hasn't been processed yet, we'll check whether we can stop it.
Is your order already on its way? No need to worry — you always have your statutory right to withdraw. You can return the package within 30 days of receiving it via our return portal. You can read how this works under Returns & exchanges.
You automatically receive an order confirmation after every order at Mexx, but this email sometimes ends up in your spam or junk folder — so check there first. If it's not there either, please get in touch with us.
We send the shipping confirmation by the morning of the delivery day at the latest. If you haven't received an email by the delivery day, email customersupport@mexx.com with your order number.
Yes — if you live outside the EU, you can reclaim the VAT on your purchase. Download the tax-free form, fill it in, and send it to vatfree.com.
Delivery takes 1 to 3 business days. The exact timing depends on the country you live in. Once your order has shipped, you'll receive a DHL track & trace code so you can follow your package.
Please note that DHL doesn't deliver on Sundays or Mondays. Around public holidays such as Easter, King's Day and Christmas, delivery may take longer, since no mail is delivered on those days.
Shipping is free on orders of €50 or more. For orders under €50, shipping costs €5.95. This fee is always shown in your basket before you check out.
Mexx delivers online orders to the Netherlands, Belgium and Germany. If you live in another country, we're unfortunately unable to process your order at this time. We hope to offer this in the future.
In the Netherlands, Mexx offers four delivery options:
You can track your order using the DHL track & trace code you receive once your package has shipped. If you ordered with an account, you can also check the status under My account, under "Orders":
First, check your track & trace code — it shows the current status of your delivery and whether your package has been delayed with our carrier, DHL. If the status is unclear, or your package hasn't moved for a while, contact our customer service at customersupport@mexx.com with your order number and track & trace code.
Contact our customer service at customersupport@mexx.com and let us know your order number and which item is missing or incorrect. Please include a photo if possible.
We check every order before shipping, but mistakes can occasionally happen during processing. Our customer service team will handle your message as quickly as possible and work with you to find a suitable solution.
It is possible that your package has been delayed by our carrier DHL. We advise you to check the track & trace code first. This code indicates the status of the delivery. If this is not clear, please contact our customer service: customersupport@mexx.com.
You can return your Mexx order within 30 days of receiving it. Please return items unworn, undamaged, and with their original labels and packaging. Keep your proof of shipment until your return has been processed.
You register your return through our return portal. Orders from the Netherlands, Belgium and Germany can be returned this way. Follow these steps:
Your order number is in the order confirmation you received by email right after placing your order, and on the shipping label on your package. Your Mexx order number always starts with the letter M. You'll also need the email address you used to place the order to log in to the return portal.
Returning an order with Mexx costs €4.95. This return fee is charged as soon as you register your return, and is deducted from your refund. If you paid with Riverty, the €4.95 return fee remains payable on your Riverty invoice.
You'll receive your refund within 14 days at the latest after we've received your return, or after you've shown proof that you've sent the items back. In practice, we usually process returns within 5 to 10 business days of receiving them at our logistics centre.
We refund you using the same payment method you used to pay: to your credit card if you paid by credit card, to your PayPal account if you paid via PayPal, and to your bank account if you paid via iDEAL. The €4.95 return fee is deducted from the refund amount.
Exchanges aren't possible through the webshop at Mexx. Want a different size or colour? Return your current item via the return portal and place a new order yourself. This way, you can be sure the size or colour you want is reserved for you.
No — multiple orders can't be returned together in a single package. Register each order separately in the return portal and send them back in separate packages, so we can match each return to the correct order.
If you paid all or part of your order with a Fashioncheque, we'll refund the amount to the same card — so hold on to your Fashioncheque after placing your order. If you paid with a combination of Fashioncheque and another payment method, we'll split the refund across the methods used.
Report a defective or damaged item to our customer service at customersupport@mexx.com. Please include photos of the defect and your order number, and we'll assess your complaint as quickly as possible and work with you to find a suitable solution. More information is available on the Complaints & warranty page.
All items from the Mexx collection come with a 6-month warranty, starting from the date of purchase. This warranty applies within the warranty period and in cases of a valid complaint.
This Mexx warranty comes on top of your statutory rights and doesn't limit them. By law, an item must do what you can reasonably expect it to do. If an item fails to meet that standard, you can still rely on your statutory rights even after the 6-month warranty period ends: these apply for at least two years, and longer in the Netherlands if the item's reasonably expected lifespan is longer. If something goes wrong within a year of delivery, the defect is assumed to have existed at the time of delivery, unless we can prove otherwise.
Normal wear and tear, and damage caused by improper use or insufficient care, aren't covered by the 6-month warranty. The main examples are:
The full list of exclusions can be found on the Complaints & warranty page. Not sure whether your complaint qualifies? Just report it with photos — we assess every complaint individually. Even if a complaint falls outside this warranty, you may still be able to rely on your statutory rights if the item doesn't meet what you're entitled to expect from it.
If you bought your item at a retailer other than our webshop, the warranty is handled through that retailer. Please contact the store where you purchased the item — they'll be able to process your complaint.
With a Mexx account, we save your details so you don't have to enter them again with every order, and you can view and track your orders. If you order without an account, we only use your details to process that one order.
You can create an account during checkout or via My account. Both ways of ordering are equally secure, and there's no difference in available payment methods or delivery times.
You can update your details in My account, under "Your profile" for your personal details and password, and under "Addresses" for your delivery and billing address. Changes apply from your next order onwards — we can't modify an order that's already been processed.
You can always view and update your details in My account. If you'd like to see all the data we hold about you, or have it corrected or deleted, you can submit a request to us. You can read how we handle your data in our privacy policy.
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