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Customer service

Do you have any questions? Simply contact us at the following number: +49 30 403 672 360

Frequently asked questions

Before the purchase!
Customer account

What are the advantages of a customer account?

Once you have registered, a user account will be set up for you, which you can access at any time via the "My account" field. After successful registration you can access your order history, change billing and delivery addresses or subscribe / unsubscribe to the newsletter. In addition, further orders can be placed easily and without having to re-enter your personal data.

I forgot my password - help?!

If you have forgotten your password, you can simply use the "Forgot password" function in your user account.

Shipping

What shipping options are there?

Within Germany and the EU we deliver with the standard shipping of DHL or UPS.

How quickly will my order be shipped?

All orders are continuously transferred to our shipping center. The order is normally handed over to DHL or UPS within 24 hours. As soon as your order is ready for delivery and waiting for the parcel service to pick it up, you will receive a notification by email.

Which delivery service will process my order?

For domestic shipping to Germany and shipping to Switzerland, Italy and Austria, we use the service provider DHL, in some cases we reserve the right to send by UPS.

How long does delivery take?

Shipping takes place within 1 to 3 working days. The countries Russia and Switzerland are exceptions, as delays can occur due to customs clearance. For more information, please see our Shipping instructions.

What are the shipping costs and which countries do you ship to?

We deliver within Germany and other EU countries, we deliver free of charge from a minimum order value of 40.00 EUR. For a minimum order value of 60.00 EUR, there are no shipping costs for Switzerland and EU countries outside the EU - otherwise there are no shipping costs in Europe of between 2.90 EUR and 7.90 EUR. For more information, please see our Shipping instructions.

When buying
Ordering process

I have not received an order confirmation

After you have ordered from us in the online shop, you will receive your order confirmation by email. If you haven't received it within an hour, this could be for the following reasons:

  • Did you enter the wrong or a different email address?
  • Did the email end up in the SPAM folder of your email account?
  • The order was not successfully completed. Please check in your user account under "My orders" whether the order has been booked into our system. If this is not the case, place the order again.

If none of the cases described apply, please wait a day. You will usually receive another notification about your order within this period. If this is not the case, please contact our customer service.

Can I change my order afterwards?

In order to guarantee fast delivery times, your order will be processed and dispatched within the shortest possible time. For this reason, subsequent changes to your order can no longer be made.

Payment options

Can I also pay via PayPal?
Yes, payment via PayPal is possible at any time. After completing the order with Mr.Couple, you will be forwarded to PayPal as usual to complete the payment.
Can I buy my order on account?

You are also welcome to process your order with the purchase on account. Here we work with the payment service provider Klarna. This has its own internal criteria for releasing an order. If the order was sent with payment, you have to confirm your data in a separate window.

Klarna purchase on account does not work, help?!

If Klarna does not enable you to purchase on account, this can be done for several reasons, the best thing to do is to contact Klarna directly. The support is very helpful and can explain in more detail why your payment was not approved.

You can reach Klarna Support at this number: 0221 669 501 10

After the purchase
Order status

Where's my package?
As soon as your order has been packed and is ready for dispatch, you will receive an email notification. In this message, we usually tell you that your package has been sent and which tracking number has been assigned. The tracking number only becomes active when the parcel service provider has picked up and scanned your parcel.

Returns

How long can I cancel my order?
The cancellation period is 14 days from the day the goods are received. If you want to cancel your order, please contact our customer service in advance. You can find the contact form in the Customer Service area under Contact. A refund of the purchase price is no longer possible after the deadline.

Returns

Who bears the cost of the return shipment?
You take over the postage for the return of the articles within Germany, but maybe this will be refunded! The customer bears the return shipping costs from other countries. Please only return packages with a shipping label to us.
Has my return been received?
You will be informed by us as soon as the return has been processed by us. So far, there has been no notification upon receipt of the return. However, you will receive an email as soon as your return has been processed in the first step.
When do I get my payment refunded?
As soon as your return has been processed by us (within 10-14 working days), we will immediately refund the amount to the payment method you selected when ordering. With the credit card payment method, the chargeback to your account can take up to four weeks, depending on the credit card institution.

Wrong delivery or defect

What do I do if I receive a wrong or defective product?
If you have received a wrong delivery or a defective item, please use the contact form to register this in our shop and provide us with a photo of the defect. You can find the contact form in the Customer Service area under Returns and Defective Product. After your registration, we will send you the correct or intact article as soon as possible. For the return shipment you will receive a return slip, which will be sent to you by DHL by email (please also check your SPAM folder). You print it out and stick it on the package. Now you can hand it in free of charge at the post office.

Customer service

How to contact customer service?
You can reach customer service by phone from Monday to Friday at 030-53058267 from 8:00 a.m. to 4:00 p.m. You are also welcome to contact us outside of times by email at kontakt@mrcouple.de. You will receive an answer within 24 hours (Monday-Friday). Mails received at the weekend will be processed in chronological order on Monday.