Customer Service

How to contact us

Please contact us via:

Phone - 08456 800975

International telephone line: 020 7262 2765

email - enquiries enquiries@meandem.com

Visit us - 21 Connaught St, London, W2 2AY

Write to us - ME+EM, 21 Connaught St, London W2 2AY

About Us

ME+EM was founded in 2009, with the commitment to deliver  effortless elegance from day to night.  It’s the laidback luxury every woman needs with the stylish sophistication every woman craves.   

ME+EM was founded on the principle that what really distinguishes a desirable piece of clothing is quality and durability of the fabric and the fit.  This as a priority characterises the brand as their understated quality garments are designed to feel as beautiful on the skin as they look.

As a new business, we are continually attempting to find ways in which we can improve our service to you. Therefore, we would greatly appreciate any feedback from you: both what you think we’re doing well, and the areas in which we need to improve. Please do so by emailing or writing to us at the following address:

ME+EM Ltd
21 Connaught Street
London
W2 2AY
United Kingdom
Tel: 08456 800 975
E-mail: orders@meandem.com


ME+EM Ltd. Registered in England and Wales No. 5686460
Registered Office 21 Connaught Street, London W2 2AY
VAT No. 893853763

How To Order

How To Order

Orders shall be accepted at our sole discretion but will normally be accepted if the goods that you order are available and your credit card is authorised for the transaction. We will contact you if there are any problems with these issues.

Prices quoted to you are the prices set at the time. If for any reason they are increased we will let you know by e-mail and inform you prior to processing your order

We will accept your order when we send you an invoice with your goods.

In store

Visit us at 21 Connaught St, London W2 2AY. 5 minutes from Marble Arch Tube and just north of Hyde Park. Opening hours Monday - Friday 10.00am to 5.30pm and Saturday 10.00am to 5.30pm. Closed Sunday.  

Online

  1. Shop by browsing through our website. Click on the collection to see the full range.
  2. Click on the relevant image to access the individual item's product page, you can then choose the size, colour and quantity you want. If you are unsure on sizing you can click on 'check size' to give you exact measurements.
  3. Add merchandise to your shopping bag by clicking on the 'add to bag' near the desired item.
  4. Review the items in your shopping bag. You can remove, delete or update your shopping bag by clicking on either 'remove' 'delete' or 'update' to the right hand side of the page.
  5. To continue shopping click on 'continue' on the bottom right hand side of the page. Please be aware that items in your shopping bag can still be purchased by another customer.
  6. Proceed to checkout by clicking on 'checkout' at the top of the page and follow the instructions.

By phone

Alternatively you may place an order by telephone. Please contact one of our ME+EM Team who will be pleased to help you on 08456 800975 (UK).

By email

Please email us at enquiries@meandem.com.

Content

We do try to ensure that pictures of the goods on our website are accurate. However, there may be slight variations in colour and texture between the pictures and the goods themselves.

Payment

We accept credit card and debit card payments. If you are shopping from outside the United Kingdom, place your order and your credit card company will convert the transaction to your own currency.

We accept Amex, Visa, Mastercard, Switch, Delta, Maestro and Solo.

Mastercard Securecode

To make shopping a safe experience ME+EM have signed up to use Mastercard secure code. This service has been put in to place to help prevent any fraudulent purchases on the site.

In order to use your Mastercard secure code you must first register your details online at https://enrollment.securecode.com/vpas/hsbcuk/enroll/reg.jsp?locale=en_US&bankid=3

We advise you to register as soon as possible, perhaps at a time when you are just browsing and not intending to buy, so that it does not hold up your purchase on a site; as if you have not previously registered it will ask you to do so before accepting your payment details. Because you will be prompted each time on participating websites for your secure code it means that if anyone knows your account/card information; they will not be able to use it to purchase, as they will not know your Mastercard secure code password.

Please do not share passwords or details with anyone.

Please note that ME+EM will not have access to your secure code password, thus if you forget your password please contact your bank.

Acceptance of your order

We will send you an e-mail confirmation receipt of your order. The contract between us (ME+EM Ltd) and you (the customer) becomes binding when we send you an invoice (with your goods).

Your card will be charged automatically when you place your order. If for any reason we are unable to fulfil your order, a full refund will be given.

Tax charges

All prices quoted on this website are inclusive of UK taxes (VAT) at the current rate of 20%. For orders placed outside of the European Community it is your responsibility to claim any tax back. Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.

Delivery

All delivery dates that we give are only for your guidance. We will not be responsible if your order is delivered late.

Options:

Standard £4.95. Royal Mail recorded delivery 2nd class – up to 5 – 7 working days.

Premium £6.00.Royal Mail recorded delivery 1st class – up to 3 working days.

Next Day £9.95. Royal Mail Next Working Day – for orders placed before 12 midday. Monday to Friday only

Items ordered after noon will be sent out the following day.

INTERNATIONAL

We offer a standard delivery service (10 – 15 days) for non-UK addresses charged at £15 for Europe and £20 for the rest of the world.

For more information, please see international shipping at www.meandem.com

Failed delivery

We will deliver the goods to the address for delivery that you specified when you placed your order. Please be accurate when you give us your address details, as we will not be liable if the address that you have given and which we will deliver to is incorrect.

Ownership

You will own the goods once they have been delivered to the address specified and when we have received cleared payment for the goods in full. Until that time then we will retain title to the goods.

Returns Policy

ME + EM offer free returns on all UK deliveries this excludes International delivery; these will incur a special delivery charge

All items must be returned within 14 days of receipt of the goods (7 days for sale items) and the returns/exchange form (delivered with the goods) completed and returned.

 Refunds will be made for the original purchase amount against the original form of tender, excluding the original delivery charge, unless goods are faulty days within 30.

For faulty orders we will also refund your post and packaging.

Free returns are available where deliveries have been made to a UK address. Please note that in all other cases postage or other return costs will be the customer’s responsibility except in the case of damaged, faulty or incorrectly supplied goods.

We will give you a full refund or exchange within 30 days of you returning the items. Please note that goods can take ten working days to arrive with us with the freepost returns label and a further five working days to process.

When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly.

Additionally any free promotional gifts issued with an order must also be returned if you are returning those goods.

The following items may not be returned:

-Personalised items or goods that have been made to a customer’s specification.

-For reasons of hygiene we not accept the return of ladies briefs, swimming costumes and bikini bottoms unless the adhesive strip is still in place and the item is unsoiled and in a saleable condition.

-Hosiery unless unopened and in its original packaging.

Please ensure that you return the goods to us in their original packaging. Although your statutory rights as a consumer will not be affected the goods are second hand without the packaging and we may not therefore be able to exchange them voluntarily.   

Gift Returns

If you have received an item from ME+EM as a gift you may return it for an exchange only.

ME+EM Returns tag
All ME+EM products include a returns tag attached. Please try on the products without removing the tag. Returned products without the tag will not be accepted. 

All items must be returned in an unworn (resalable) and unwashed condition with the returns tag attached and intact. We regrettably will not be able to refund any returned garments that do not have this ME+EM returns tag attached, and will have to be returned to the customer at the customer's expense. Only faulty goods with the returns tag removed can be acceptable for a refund. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

To return unsuitable purchase(s) free of charge, apply the enclosed freepost returns label, which needs to be attached to the returning parcel and then post the package at your Post Office.

We strongly recommend that you obtain further insurance or use the Royal Mail “signed for” service for additional protection. Please retain your receipt from the Post Office until you have received credit for your return the goods. We regret that we cannot be held responsible for non-delivery of returned goods. The parcel remains the customer’s responsibility until it reaches us.

 All undamaged, correctly returned products will be credited to the original purchaser's credit card including sales taxes for all EU country shipments excluding shipping charges. International customs duties, shipping costs and sales taxes are non-refundable for shipments outside the European Community (EU).

In the UK replacement goods will be sent to you free of additional postage and packaging costs using our standard delivery tariff.

None of the above terms affect your statutory rights or your rights under the Consumer Protection (Distance Selling) Regulations when goods are faulty or incorrectly supplied.

In the unlikely event of this being the case please return the goods to us.

Exchanges and Returns should be sent to:

Customer Returns
ME+EM C/O Intermail plc.

FREEPOST RG453
Newbury
RG14 5ZZ

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Cancellations

Please follow the same procedure for Returns. However if the products you return are faulty, incorrect or damaged in transit, we will refund you the cost of the return postage, as well as the goods and your original postage and packaging charge. (Please keep a receipt for the return postage).

Privacy Policy (including information about Cookies)

ME+EM Ltd is the owner of this website.

We respect your personal information and endeavour at all times to comply with the Data Protection legislation that is in force from time to time.

Information may be stored manually or electronically. Any personal information you give us will be processed in accordance with the Data Protection Act 1998. Any queries relating to data collection or our use of your personal information should be sent to enquiries@meandem.com

All data and personal information that we receive from you are held in accordance with our Data Protection Registration Notification.

We use the information provided by you to:
- Process any order or enquiry by you.
- Research
- For statistical purposes to establish the popularity of product ranges to ensure on-going availability of popular products.
- To administer our business.
- To notify you of any product developments which may be of interest to you, but only if you have opted to receive such updates.

There may be circumstances where we may share some of your data with third parties: Credit card details will be shared with our agents (including HSBC, credit reference agencies, credit card clearing agencies, fraud prevention and detection agencies) and our fulfilment partners that we use to process the orders you place with us or who assist us in the service we provide to you. In these instances, we provide them with only the information they need to perform their function.

In the unlikely event that our business may be sold to another company then the data records that make up part of our business will be transferred.

To outside research companies whom we may ask to contact you directly for your opinions on our products and services. We will provide them with only the information they need to perform their function.

We do occasionally make names and addresses available to companies whose products we think may interest you, unless you have told us not to.

If you do not wish to receive such offers or do not wish for us to share your details with any third parties please email us at enquiries@meandem.com with your full name, address and postcode.

We will not pass your credit card details onto anyone other than parties detailed above.

Why do you occasionally make names and addresses available to other companies?

We do this for two reason firstly because we think that you the customer would benefit from such introductions and secondly because it allows us to grow our business by contacting their customers. These offers are often exclusive, and we believe you will find them of real interest. However we will never do this without your permission hence why we ask you to show your consent by opting in. You will be asked whether you would like to opt in at registration or you can email us at enquiries@meandem.com

In the event that your personal data becomes inaccurate or incomplete, or in any event you have the right to gain access to your personal data for the purposes of having it deleted or corrected. Please e-mail us at enquiries@meandem.com

What are cookies?

Cookies are small text files, which are sent by us to your computer or other device (e.g. mobile phone, tablet). Cookies enable us to track your current online experience, save your shopping bag and gather valuable anonymous marketing information on website use which allows us to constantly improve our service to you. Cookies cannot harm your computer and do not contain any personal or private information such as your name, address or payment information.

 Users are able to set their browsers to accept all cookies, to notify them when a cookie is issued, or not to receive cookies at any time. Enabling this last option means that online shopping is not possible and that users may not be able to take full advantage of the ME+EM site. Each browser is different; so check the ‘Help’ menu of your browser to learn how to change your cookie preferences.

 

How we use cookies

 The ME+EM site uses cookies mostly to remember what you have added to your shopping bag. In order to make full use of the ME+EM site, including shopping online, your computer, tablet or mobile phone will need to accept cookies. The cookies we use do not store sensitive information such as your personal or payment details.

 

Google Analytics

 The website analytics service provided by Google also uses cookies to help the website analyse how the site is used. The information generated by the cookie about your use of the ME+EM website will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and Internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google.

 

Managing Cookies

Please note that by deleting our cookies or disabling future cookies you may not be able to access certain areas of the ME+EM site or process an order online. You will be able to delete existing cookies or block future cookies through your browser – please note different browsers have different procedures for this. More information on deleting or controlling cookies is available at www.AboutCookies.org.

 

Security 

To help ensure that your shopping experience is safe, simple and secure, ME+EM uses Secure Scoot Layer (SSL) Technology. This encrypts and protects the data you send us over the Internet. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out more information about the SSL digital certificate registration.

We process all payments using HSBC secure e-payments system. This system ensures that all sensitive information is stored on a heavily encrypted database and protected by multiple firewalls.

We will take all reasonable care to keep your order secure, but in the absence of our sole negligence we cannot be held liable for any loss you may suffer if a third party obtains unauthorised access to any of your data, including credit card details that you have provided.

We comply fully with The Distance Selling Regulations 2000; Electronic Commerce Regulations (EC Directive) 2000; and The Privacy and Electronic Communications Regulations (EC Directive) 2003. More information can be found at www.dti.gov.uk

Registering with ME+EM. You can register your details by submitting your name, address and email address to us. Please note that by submitting the form you are agreeing to the terms and conditions of the site.  Please take time to read them.

 Use of the Website

We will try to allow uninterrupted access to this website but please be aware that access to the website may be suspended, restricted or terminated at any time.

Intellectual Property

The copyright in the material contained in the website, together with the website design, text and graphics and their selection and arrangement and all software compilations, underlying source code and software (including applets) belongs to ME+EM Ltd, its subsidiaries or the providers of such information. All rights are reserved. None of this material may be reproduced or redistributed without our written permission.

ME+EM is a trademark of ME+EM Ltd, 21 Connaught Street, London W2 2AY (trademark pending). Other product and company names (if any) mentioned on this Website may be the trademarks or registered trademarks of their respective owners.

Liability

If you have a valid claim in respect of any of the goods which is based on any defect in the quality or condition of the goods or their failure to meet specification in accordance with these terms, we shall be entitled to replace the goods (or the faulty part in question) free of charge or, at our sole discretion, refund to you the price of the goods (or a proportionate part of the price). We shall not be liable to you in connection with this agreement in contract, tort (including negligence) or otherwise for any loss of profit, anticipated savings or data (in each case whether direct or indirect) or any indirect loss.

Our aggregate liability to you in connection with this agreement shall not exceed the value of the goods ordered by you.

Notwithstanding anything else in these terms and conditions, we accept unlimited liability in respect of death or personal injury caused by our negligence.

Variation of Terms and ConditionsWe reserve the right to change, modify, substitute or remove without notice any information on the website from time to time.

Governing LawThese terms and conditions shall be governed by and construed in accordance with English law. Any disputes shall be subject to the exclusive jurisdiction of the English courts, to which both parties submit.

Corporate Social Responsbility

At ME+EM we are committed to doing our bit for the environment.

Climate

Where possible we source fabrics that wash well at 30'c. Washing at 30'c rather than 60'c means you use a third less electricity (Source Energy Saving Trust).

Waste

· The polybag we use to send out orders is both reseal able (meaning you can use it more than once) and recyclable.
· Whilst we do use tissue paper with our packaging we keep this to a minimum.
· We only print a minimum run of brochures and where possible use the e-mail to communicate with our customers.

Fair Partner

· Our current range is sourced in Portugal, where we use a manufacturer that is both committed to providing high quality production but also in ensuring that there is a comprehensive benefit scheme in place for all its employees. We have visited the factory to see for ourselves the environment in which they work and met many of the team that work on ME+EM. 

· All factories used in the production of our paper products (boxes, bags, and tissue paper) are ISO approved so everyone is paid fairly and over 18yrs old.

Sourcing

· All the paper used in our boxes and tissue paper is sourced from sustainable forests (ie for every tree used another one is planted).
· We do not currently source fairtrade cotton but are investigating this for our next range.
· We are also investigating sourcing fabric closer to the point of manufacturing and to delivery in order to cut down on airport freight.

Community

· We are committed to providing ME+EM clothes for charitable events to use as prizes. To date we have worked with the FSID - Study of Infant Deaths foundation, Macmillan Cancer Support, The Warwickshire hospice , Treehouse,  Ambitious for Autism and Starlight.
· We intend to find a charity we can work with on an ongoing basis, to both provide some of our time and also clothing where appropriate.

We will continue to build on commitments and welcome any suggestions from our customers on what more we could be doing. Please email us at enquiries@meandem.com

Jobs

We are a new company growing fast and are always on the look-out for the best talent. If you have an interest in fashion, an understanding of e-commerce and excel at customer service then we would like to hear from you. If you want more information on the vacancies available please contact us on enquiries@meandem.com. Current vacancies will be advertised on this site so please check back from time to time.

Vacancies:

There are currently no vancancies at ME+EM.

Affiliate programme

Fantastic news! meandem.com are looking for brand new affiliates through Webgains.

Understated luxury from ME+EM

For women who like to be as stylish as they are comfortable. ME+EM brings a whole new meaning to how women dress.  Our collections are perfect for luxe lounging, unwinding after work, long haul travel, après ski, work and girls nights out. We offer free returns, next day delivery and gift wrapping to all our customers whilst also delivering worldwide.

Why join the meandem.com affiliate programme?

Keyword Policy

ME+EM request that affiliates do not add the words cheap, discount, bargain in front of the words ME+EM. Also we wish that our affiliates do not bid on the Pyjama Room or ME+EM name or any variations and misspellings of the name.

Join the programme today at Webgains; it will be great to have you on-board!

http://www.webgains.com/signup.html?programid=1408