mytheresa.com Reviews 

I am absolutely disgusted by Mytheresa’s customer service. I placed an order over 3 months ago (Order #EURO100977676). The parcel was never delivered to me, and Mytheresa explicitly confirmed to me via email that "the parcel was returned to the sender as undelivered."
This means they have BOTH the products in their possession and my money!
Despite this, they are hiding behind pathetic bureaucratic excuses. They sent me a DocuSign link to sign an insurance form, which I completed, but now a representative named Marco closed my case claiming they "didn't receive it." They are literally using a technical error on their end to refuse my refund and steal my money.
Holding a customer's funds for over 3 months for a delivery that FAILED and returned to their own warehouse is completely illegal under EU consumer laws.

Do NOT trust this shop. They are quick to take your money, but if the courier loses or returns your package, they will shamelessly close your case and keep your money. Absolutely thief behavior!

Always wonderful shopping experience. I love the range of options available, the fast delivery and the beautiful and careful packaging.

So correct and fast. Great site to shop!!!

First class orders from the packaing to the return process.

Good experience with Mytheresa. Easy ordering, fast delivery and the items arrived exactly as described. Reliable service and a smooth shopping experience overall.

Horrible service and very surprised to learn how they treat a long time customer.

When your brand is to promote high-end fashion, e.g. KITON, you expect quality products. However, sometimes there is a slippage which is OK as long as it is accepted and handled with respect towards the client. This is NOT the case. You are requested to confirm the same details over and over again and they omit informing you of the escalation process when you diagree.

I purchased a pair of KITON sneakers and they are basically unworn. There's a product failure, they inspected it, but claim it is because of misusage which it is obviously not (they are as new).

Never mind that pair of sneakers, I'll survive without them, but certainly a long time client is gone !!

Purchased some Aquazzura ballet flats - my favourite shoes. Final sale. The image shows them Brown - in the listing description says Brown but when you go down it also says green in the last two entries so obviously some lazy person has kept an old listing copied and pasted it and they’ve sent me green shoes and tried to tell me that things appear different on screen to product. As a former photographer for Net-A-Porter, I’m aware no one is that bad a photographer…. Initiating a charge back with my credit card.

UPDATED finally agreed to refund. Guess who got a store credit….

DO NOT SHOP HERE.

Completely recommend. Really easy website to navigate. Fast shipping! Got the perfect dress in time for my son’s graduation.

⭐☆☆☆☆

One of the worst returns experiences I've had.

I arranged a DHL collection through the retailer. The courier never turned up.

Customer service then told me to use a QR code at a DHL drop-off location. I drove to three different shops, spending around 45 minutes, only to be told at every one that they couldn't process the QR code because their printers were broken.

Now the retailer wants me to print the label myself.

The whole point of offering QR code returns is so customers don't need a printer. If your DHL partners can't actually process QR codes, then don't advertise it as an option. That's a problem for the retailer to solve, not the customer.

I've wasted weeks trying to return one shirt. A simple return has turned into multiple emails, a failed collection, unnecessary journeys and a huge amount of wasted time.

Until they fix their returns process, I'd think twice before ordering if there's any chance you might need to send something back.

Smooth and quick

Excellent!
Diversity and availability of items from renowned luxury brands. Variety of sizes, particularly small ones. Good delivery service with different options. Excellent website design and usability.

I am very disappointed with Mytheresa's customer service and their refusal to offer a price adjustment.

I purchased an item that was still within the 14-day return period, had never been worn or used, and was still available in the exact same size when it was further discounted. I simply asked if they could refund the price difference. Instead, they informed me that they have no price adjustment policy.

This means that, if I want to benefit from the lower price, I am expected to return the original item and purchase the exact same product again (which i could easily have done). That creates completely unnecessary shipping, handling, packaging, and CO₂ emissions. All of which could have been avoided with a simple price adjustment.

For a luxury retailer that presents itself as modern and responsible, this approach is both customer-unfriendly and environmentally wasteful. It is frustrating to see sustainability promoted while customers are effectively encouraged to generate unnecessary returns and additional transport.

It is disappointing to see such a strong focus on luxury branding and customer experience while policies like this tell a very different story. A premium image means little if the customer experience does not reflect it.

In my experience, this is the first retailer I have come across that refuses to offer a price adjustment when an item is still within the return period, unused, and available in the same size at the reduced price. All retailers I have shopped with would simply refund the difference rather than require customers to return and repurchase the exact same item.

The product itself is great, but the customer service and company policy leave a lot to be desired. I expected far better from a premium retailer.

All in all I must give 1 star.

Mytheresa is normally amazing but something has changed. I have had a purchase which 10 days post purchase hasn’t arrived and support aren’t helping or communicating as to what has happened. I would NOT recommend purchasing if you want a delivery in Europe - it won’t arrive.

The best web shop with huge selection and excellent way of handling deliveries (also possible returns or exchanges of products).

Ultimate customer experience! Super fast response by the customer service (I got replies within 15 min), luxury packing and attention to details made my shopping experience super special.

I received my order quickly. The packaging was high quality. A lot of care went into getting my order to me.

Excellent service commercial