FAQs

ORDERS
HOW CAN I ORDER FROM ME+EM? 

Shopping Online:

You can shop online anytime on our secure website www.meandem.com

+ Simply browse and select the item(s) and size(s) you want to purchase and click ‘ADD TO BAG’

+ Click ‘MY SHOPPING BAG’ (top right hand side of the page) and ensure the item(s) and pricing is correct (including any applicable discount codes). You can continue to shop or browse the site at any time and return back to ‘MY SHOPPING BAG’ when you are ready to purchase. Your item(s) will remain in your bag until purchased.

+ When you have chosen and are satisfied with the item(s) in ‘MY SHOPPING BAG’, Click the ‘PROCEED TO CHECKOUT’ button

+ Select your ‘CHECKOUT METHOD’ (Create/Login to your ME+EM Account or Checkout as Guest)

+ Proceed to follow the very simple prompts on your screen through our secure Checkout process

+ Once your order has been placed successfully, you will receive an Order Confirmation email.

If you are experiencing any problems, please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975 before proceeding with your order.

 

Shopping by Phone:

Our experienced Customer Care Team are available to assist you with placing orders, size and styling advice and happy to help in any way possible.

Contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975.

 

Shopping in Store:

We welcome you to visit any of our Stores. Click Stores for our locations, contact information, opening hours and directions.

 

 

HOW DO I LOG INTO MY ONLINE ME+EM ACCOUNT? 

+ Click ‘MY ACCOUNT’ at the top right hand side of the page.

+ Click ‘LOGIN’ if you already have registered with us. Fill in the required fields.

+ Click ‘CREATE AN ACCOUNT’ if you have not yet registered with us. Fill in the required fields and follow the prompts. 

I HAVE FORGOTTEN MY PASSWORD, HOW DO I RESET THIS?

+ Click ‘MY ACCOUNT’ at the top right hand side of the page.

+ Click ‘LOGIN’ if you already have registered with us. Fill in the required fields.

+ Click ‘FORGOT MY PASSWORD’

+ Fill in the required fields and follow the prompts.

DO I NEED TO CREATE A ME+EM ACCOUNT TO ORDER ONLINE?

You can shop with ME+EM without creating an account however, when you register with us and login to your account you will enjoy the following benefits:

+ Track your orders and review past purchases and order history

+ Monitor and review current and previous order statuses including Returns history and updates

+ Receive news about Exclusive Offers, Previews and New Arrivals before anyone else

+ Create personal Wishlists to keep an eye on your favourites

+ Stay up to date with your Store and Gift Card credit

+ Create and manage Gift Registry lists to share with friends and family

 

HOW DO I PLACE AN ITEM INTO MY SHOPPING BAG?

+ Simply browse and select the item(s) and size(s) you want to purchase and click ‘ADD TO BAG’

+ Click ‘MY SHOPPING BAG’ (top right hand side of the page) and ensure the item(s) and pricing is correct (including any applicable discount codes). You can continue to shop or browse the site at any time and return back to ‘MY SHOPPING BAG’ when you are ready to purchase. Your item(s) will remain in your bag until purchased.

HOW DO I KNOW MY ORDER HAS BEEN PLACED SUCCESSFULLY?

You will receive an Order Confirmation email once your order has been successfully placed.

Please be sure to check the email address you have entered is correct and if you have not received a confirmation email to check your Spam/Junk folder first. 

If you can’t find your order confirmation email, you may check your ‘MY ACCOUNT’>’MY ORDERS’ section or contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975.

 

DO ME+EM SELL GIFT VOUCHERS?

Yes, we sell virtual Gift Vouchers. ME+EM Gift Vouchers can be purchased online here or by calling Customer Care on 03456 800 975.

The ME+EM Gift Voucher will be emailed directly to your friend at point of purchase. Alternatively you can email the gift voucher to yourself and forward this on at a later date or print it and put it in a card. Perfect if you are unsure of sizes or need a last minute gift. 

Gift vouchers are valid for 12 months from the date of purchase and are redeemable online only and cannot be used in store or concessions.

The minimum purchase amount is £25 and the maximum is £500.  

 

DO ME+EM OFFER GIFT RECEIPTS AND GIFT WRAPPING?

Unfortunately we do not currently offer this service however we are looking to introduce this in the near future.

HOW DO I USE A DISCOUNT/PROMOTIONAL CODE?

+ Simply browse and select the item(s) and size(s) you want to purchase and click ‘ADD TO BAG’

+ Click ‘MY SHOPPING BAG’ (top right hand side of the page)

+ Click ‘DISCOUNT CODE’ and enter the Discount/Promotional Code and click ‘APPLY’. Your Shopping Bag page will refresh and a green message will appear above the product(s) list to confirm if the code has been successfully applied

+ Click the ‘PROCEED TO CHECKOUT’ button 

Please Note: When an order is placed using a promotional code and contains a number of items, the value of the discount is spread over each item according to the pro-rated value of that item. Any refund of an item purchased in such an order will be reduced by the value of discount attached to it. The ‘discount’ will not be refunded.

 

All of our Promotional/Discount Offers are subject to the below Terms + Conditions:

+ Valid on full-priced items and cannot be used on sale or promotional items which are already discounted unless otherwise stated;
+ Cannot be used in conjunction with any other offer;
+ Valid for a limited period of time as specified in the marketing communication, they cannot be used outside of that period and previous purchases are not eligible;
+ They may not be valid in stores unless otherwise stated;
+ If an item is returned which brings the amount spent below any qualifying level, the offer value may be deducted from any refund;
+ Shopping codes are for use by the intended recipient only and proof of entitlement may be requested;
+ All orders are subject to acceptance and any improper use of shopping codes may result in the cancellation of your order;
+ Specific offer terms and conditions are provided with each Shopping Code - for specific information relevant to that offer, please refer to marketing material on which it is featured.
+ All orders are subject to stock availability and we reserve the right to withdraw, amend or extend offers at any time, without prior notice;
+ Orders cannot be amended once placed and discount codes cannot be applied retrospectively;
+ If applicable, free delivery and free returns applies only within the UK
+ If applicable, free delivery applies to Standard UK delivery only

 

If you are experiencing any problems, please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975 before proceeding with your order as we are unable to amend orders once they are placed or apply discounts retrospectively.

CAN I MAKE CHANGES/AMEND MY ORDER ONCE IT HAS BEEN PLACED?

Unfortunately we cannot amend orders once they are placed. We may be able to cancel your existing order and ask you to place a new order.

Please Note: Once orders are placed, the order is immediately processed LIVE with our warehouse. If an order has commenced being processed, we will not be able to cancel your order and it will be necessary to send your existing order back to us following our Returns Policy.

IS IT POSSIBLE TO CANCEL MY ORDER?

If it is a recent order and has not yet commenced being processed by our warehouse team it may be possible.

Please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975 immediately and we will try our best to assist you.

I HAVE RECEIVED MY ORDER BUT SOMETHING IS MISSING, WHAT DO I DO?

Please check your Shipment Confirmation email and your Returns paperwork to see if your order has been part-despatched. If something is missing, it may have been pre-sold awaiting dispatch. This information will be visible in the Product Description online.

If you find a discrepancy, please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975.



PAYMENT
WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, Mastercard, American Express, Maestro, Switch, Solo and PayPal.

All transactions are taken in pounds sterling (£). If your credit card is in any other currency, the rate of exchange will be that of your card issuer and you may be charged an international fee by them.

To help ensure that your shopping experience is safe, simple and secure, ME+EM uses Secure Socket Layer (SSL) Technology. 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.

If you would prefer to place an order by telephone, please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975.

WHEN WILL I BE CHARGED FOR MY ORDER?

Your chosen method of payment will be charged at the time you place your order. If you have chosen to pre-purchase stock, your chosen payment method will be charged to secure the item(s) and will be despatched to you as soon as the stock arrives with us.

Please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975 if you have any queries.

CAN I REDEEM MY GIFT CARD ONLINE AND OVER THE PHONE?

Yes you can.

You can redeem your Gift Card online from ‘MY SHOPPING BAG’ by entering your Gift Card Code into the ‘GIFT CARD CODE’ box.

Alternatively, you can contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975 to place your order.

 

CAN I USE MY STORE CREDIT ONLINE AND OVER THE PHONE?

Yes you can.

You can check your Store Credit balance online:

+ Click ‘MY ACCOUNT’ at the top right hand side of the page.

+ Click ‘LOGIN’ if you already have registered with us. Fill in the required fields.

+ Click ‘LOGIN’

+ Click ‘STORE CREDIT’ from the left hand side menu options to check your balance

+ Proceed to place your order and tick ‘USE STORE CREDIT’ at the Payment Information stage of your order. This should then accept this balance towards your order total.

If you are experiencing any problems, please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975 before proceeding with your order as we are unable to amend orders once they are placed or apply discounts retrospectively.

DO ANY TAX CHARGES APPLY?

All prices quoted on this website are inclusive of UK taxes (VAT) at the current rate (20%). We automatically deduct UK VAT for orders being delivered outside of the European Community.  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.

For any queries around VAT, we recommend contacting HM Customs on +44 2920 501 261, or for more information you can also visit www.hmrc.gov.uk/vat

 

IS IT SAFE TO SHOP WITH ME+EM ONLINE?

To help ensure that your shopping experience is safe, simple and secure, ME+EM uses Secure Socket Layer (SSL) Technology. 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. 



SHIPPING + DELIVERY
WHAT DELIVERY OPTIONS DO YOU PROVIDE?

Visit the Shipping Information page for our current UK and International Delivery services and costs.

WHICH DELIVERY PROVIDER DO YOU USE?

UK orders are shipped with Royal Mail for standard deliveries and DPD for our express delivery services.

International orders are shipped with either Royal Mail, DPD or if the express option is selected DHL.

CAN I CHANGE THE ADDRESS ON MY ORDER ONCE IT HAS BEEN PLACED?

If it is a recent order and has not yet commenced being processed by our warehouse team it may be possible.

Please contact Customer Care by emailing enquiries@meandem.com or call us on 08456 800 975 or 03456 800 975 immediately and we will try our best to assist to update your details.

CAN YOU DELIVER TO A PO BOX?

Unfortunately our courier cannot deliver to PO boxes.

CAN I UPGRADE MY DELIVERY AFTER I HAVE PLACED MY ORDER?

Unfortunately it is not possible to change your delivery choice once the order has been placed.

CAN I TRACK MY ORDER ONCE IT HAS BEEN DESPATCHED?

Yes, please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975 and we will provide you with your order’s tracking details.

I HAVE A PROBLEM WITH MY DELIVERY, WHAT SHOULD I DO?

Please don’t hesitate to contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975.



RETURNS AND EXCHANGES
WHAT IS YOUR RETURN POLICY?

If for some reason you are not completely satisfied with your purchase, we offer a Free UK Returns Policy on all Refund / Exchange requests.

All items must be returned within 28 days of receipt of the order with the completed Online Returns Form enclosed, and must be returned new, unused, and in the original packaging with all ME+EM garment tags and labels attached. 

We regret that ME+EM is unable to provide Free Returns for International orders and Store purchases. The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt.
International customers must clearly mark their return packages ‘British Return Goods’ with a domestic sale value of £0.00, as your returned items are not applicable to Duty once they reach the UK.

Once we have received your returned item(s) at our warehouse, we will send you an email to confirm receipt of the returned goods. Please allow 10 working days for your return to reach us. We cannot be held responsible for item(s) lost in transit.

We will then inspect the returned item(s) and providing the order has been sent back as per the ME+EM Returns Policy, we will process your return request within 14 days of receipt of the returned goods and will send you further email notification to confirm this.

Visit the Returns + Exchanges page for further information.

 

HOW DO I RETURN MY ONLINE ORDER?
  1. Please note the item(s) that you wish to return by indicating the reason code in the relevant column on the Online Returns Form.
  2. Tick to indicate whether you require a Refund / Exchange (if you are requesting an exchange, please also indicate the new Size and/or Colour).
  3. Once the form is complete, peel off your Free UK Returns Label and adhere to the outside packaging (be sure to remove any previous address information)
  4. Place the completed form inside your package, seal it and take it to your local Post Office, where you should obtain a Proof of Postage receipt.*

*Please ensure you keep any Proof of Postage safe until we have confirmed receipt of your returned item(s). Once your return has been processed, we will send you a confirmation email.

Please Note: Returns can take up to 10 working days to reach our warehouse. We will process your return within 14 days of receipt of the returned goods and will send you further email notification to confirm this.

AM I ABLE TO EXCHANGE AN ITEM I HAVE ORDERED FOR ANOTHER SIZE OR COLOUR?

Yes, exchanges can only be made for a different size and/or colour of the original product ordered, and are subject to stock availability. Your replacement item(s) will be sent to you on receipt of the original item(s) being returned as per the ME+EM Returns Policy. If an item has been reduced in price there will be no credit applied. Exchange orders will be delivered to the same shipping address stated on the original order. 

Delivery is free on all replacement items within the UK, but if you are based outside the UK you may need to pay taxes and duties on any replacement items in addition to the shipping/delivery charges. 

If you wish to purchase a different product, you must return your order item(s) for a refund and place a new order. 

I HAVE MISSED THE RETURNS DEADLINE, CAN I STILL RETURN MY ORDER?

Your item(s) should be sent back to us within 28 days of receipt as per the ME+EM Returns Policy. Returns outside these timeframes may be accepted at the discretion of ME+EM and may be returned back to the customer or may only be refunded as Store Credit.

WHEN CAN I EXPECT TO BE REFUNDED FOR MY RETURN?

We try to process returns as quickly as possible. Returns can take up to 10 working days to reach our warehouse. We will process your return within 14 days of receipt of the returned goods.

I HAVE RECEIVED MY ORDER BUT THE ITEM IS WRONG, WHAT DO I DO?

Please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975.

WHAT SHOULD I DO IF AN ITEM I HAVE RECEIVED IS FAULTY OR DAMAGED?

Please call Customer Care on 03456 800 975 if you have experienced a manufacturing fault with one of our products to discuss your options prior to returning the item(s). 

I HAVE LOST MY INVOICE/RETURNS PAPERWORK, HOW DO I OBTAIN ANOTHER ONLINE RETURNS FORM?

Please contact Customer Care who will email you a blank Online Returns Form.

Please Note: This form is for online orders only and should not be used for store-bought purchases. 

DO I NEED TO OBTAIN PROOF OF POSTAGE FOR MY RETURN?

Yes you must obtain your Proof of Postage reciept for your Return. This is free and can be requested at the Post Office.

Once we have received your returned item(s) at our warehouse, we will send you an email to confirm receipt of the returned goods. Please allow 10 working days for your return to reach us. We cannot be held responsible for item(s) lost in transit.

DO YOU OFFER FREEPOST RETURNS OUTSIDE THE UK?

We regret that ME+EM is unable to provide Free Returns for International orders. 

I HAVE RECEIVED MY REFUND CONFIRMATION EMAIL BUT CANNOT SEE THE FUNDS IN MY ACCOUNT, HOW LONG WILL THIS TAKE?

Refunds may take up to 5 working days to appear in your account due to varying processing times between payment providers. 

CAN I RETURN AN ONLINE PURCHASE TO A ME+EM STORE?

Yes you are welcome to visit our stores and we will send your item(s) back to the warehouse on your behalf for a refund or exchange. Simply take your item(s) into store ensuring you take both your original packaging and Online Returns Form with you. If you want to exchange your item for a new size and/or colour in the store, you will be required to make a new store purchase and send back your online order for a Refund.

Our Store Locations and Information can be on our Stores page.

HOW DO I RETURN A STORE PURCHASE?

We cannot process store-bought returns at our warehouse. Please return your store-bought items to the store where you made the purchase or to the store closest to your home. Alternatively, you may post your return to your store of choice using a tracked service as we are unable to provide Free Returns for Store-bought orders. The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt. Please be sure to include your original receipt so that we are able to identify your order and process your return.

Our Store Locations and Information can be on our Stores page.

CAN I RETURN A STORE PURCHASE BACK TO THE ONLINE ME+EM WAREHOUSE?

We cannot process store-bought returns at our warehouse. 



MISCELLANEOUS
I WOULD LIKE TO PROVIDE FEEDBACK ON MY RECENT EXPERIENCE WITH ME+EM, WHO SHOULD I CONTACT?

We welcome customer feedback any time. Please contact Customer Care by emailing enquiries@meandem.com or call us on 03456 800 975.

WHERE IS MY LOCAL ME+EM STORE?

Please visit our Stores page for all information including locations, directions, opening hours and contact numbers.

THE ITEM I WANT IS SHOWING AS "OUT OF STOCK", HOW DO I KNOW IF IT WILL BE RESTOCKED?

If the product is “Coming Soon” or due to be “Re-Stocked”, we will display this message in the Product Description. Click ‘Notify Me’ and register your email address. We will send you an email notification when this item is in stock and ready for purchase!

If there is no message in the Product Description, we may be sold out however we do recommend checking with our Stores or Customer Care.

WHERE CAN I FIND YOUR SIZING INFORMATION?

You can find our general sizing and measuring guide under the Size Guide online and at the back of the brochure however for specific garment measurements you can find this by clicking ‘SIZE GUIDE’ on the relevant product page.

Alternatively, you're welcome to contact an experienced member of our Customer Care Team by emailing enquiries@meandem.com or calling us on 03456 800 975. 

HOW DO I WASH MY GARMENT?

Our clothing is made from high quality fabrics and often require special care. Please ensure you follow the wash care instructions which can be found on the inside seam of the garment or the ‘FABRIC CARE’ section on the relevant product page.

HOW CAN I BE ADDED TO THE ME+EM BROCHURE MAILING LIST?

Please contact Customer Care with your Name, Address, Postcode and Phone Number and we will add you to our mailing list.

 

HOW CAN I BE REMOVED FROM THE ME+EM BROCHURE MAILING LIST?

Please contact Customer Care with your Name, Address and Postcode as it appears on the brochure and we will send a request to remove your details from our mailing list. Please allow up to 10 weeks for this request to take effect due to processing lead times with the mailing distribution provider.

HOW CAN I SUBSCRIBE TO THE ME+EM EMAILS?

Scroll to the bottom of the ME+EM Home Page and enter your email address into the REGISTER field and click ‘REGISTER’.

HOW CAN I UNSUBSCRIBE FROM THE ME+EM EMAILS?

Scroll to the bottom of the ME+EM email received and click ‘Unsubscribe from this list’.