FAQ

Frequently Asked Questions

Here you will find answers to the most frequently asked questions about your order, shipping, our products, and returns.

If your question is not answered, our customer service will be happy to help you.

Ordering

How can I order from MY & MT Store?

Select the desired item and, if applicable, the matching model variant, and add it to the cart. You can then enter your shipping and payment information and complete the order.

After a successful order, you will receive an order confirmation by email.

Can I change or cancel my order afterward?

Please contact our customer service as soon as possible.

As long as your order has not yet been processed or shipped, we will be happy to check whether a change or cancellation is possible. Once the order has been handed over to the shipping provider, it can generally no longer be changed or canceled.

Can I change my shipping address after placing the order?

A change to the shipping address is only possible as long as the order has not yet been processed or shipped.

Please contact us immediately if you notice an error in the address. After handover to the shipping provider, we can no longer guarantee a successful change of address.

What happens if I have not received an order confirmation?

Please first check your spam or junk email folder.

If you cannot find an order confirmation there either, please contact our customer service and provide us with your full name as well as the email address used for the order.

Products and compatibility

Are your products original goods?

Yes. At MY & MT Store, we sell exclusively original goods.

We source our products through selected manufacturers, suppliers, and distributors. Our range is carefully selected and checked before shipping.

How do I find the right product for my device?

Please check the exact model designation of your smartphone, tablet, smartwatch, or other device before placing your order.

Please pay particular attention to:

  • the full model designation,
  • the device generation,
  • the device size,
  • model suffixes such as Pro, Plus, Ultra, Max or FE,
  • and, where applicable, the model number.

Devices that look similar may have different dimensions, camera cutouts, or ports.

What can I do if I am unsure about compatibility?

Please contact our customer service before placing your order.

Please provide us with the exact designation or model number of your device. We will be happy to help you find the right product.

Are smartphones or other devices shown included in the scope of delivery?

No, unless otherwise expressly stated in the product description.

Smartphones, tablets, smartwatches, chargers, or other items shown in product images are for illustration purposes only. The scope of delivery stated in the product description is authoritative.

Can product colors differ from the images?

Depending on the screen, lighting, and presentation, colors may differ slightly from the product images.

Minor deviations in packaging or product labels are also possible if a manufacturer updates its packaging design. The essential product characteristics remain unaffected.

Payment

Which payment methods are accepted?

The currently available payment methods will be shown to you during the checkout process.

The payment options offered may vary depending on the shipping address, order value, and device used.

Is payment at MY & MT Store secure?

Your payment is processed through the payment service providers offered in checkout.

Your payment data is processed in accordance with the applicable security standards. MY & MT Store generally receives only the payment information required to process your order.

Are the prices shown inclusive of VAT?

The prices displayed in the online shop for consumers generally include the statutory VAT.

Any additional shipping costs will be shown to you in the cart or at the latest in checkout before completing the order.

Shipping and delivery

From where are orders shipped?

Our orders are shipped from Germany.

When will my order be shipped?

Orders received and paid for on working days by 14:30 are generally shipped on the same working day.

Orders received after 14:30, on weekends, or on a public holiday are usually processed on the next working day.

In exceptional cases, processing may be delayed.

How long does delivery take?

Delivery time within Germany is generally 1–3 working days after shipping.

On weekends, public holidays, during particularly high volumes for shipping providers, or due to unforeseeable events, delays may occur.

How much are the shipping costs?

The shipping costs applicable to your order will be shown in the cart and at the latest before completing the order in checkout.

The amount may depend on the shipping address, order value, shipping method, as well as the size and weight of the order.

Can I track my shipment?

If shipment tracking is available for the selected shipping method, you will receive an email after shipping with the relevant shipping information or a tracking number.

Please note that after shipping confirmation, it may take some time before the shipping status is updated by the shipping provider.

What happens if I am not home at delivery?

Depending on the shipping provider, the shipment may:

  • be left with a neighbor,
  • be placed at an agreed drop-off location,
  • be taken to a branch or parcel shop,
  • or be delivered again on another day.

Please note the information in the tracking details or on the shipping provider’s notification.

What happens if my shipment cannot be delivered?

Please ensure that your shipping address is entered completely and correctly and that the recipient’s name is visible on the doorbell or mailbox.

If a shipment cannot be delivered due to an incorrect or incomplete address, an untraceable recipient, or a shipment not collected in time, it may be returned to us.

In this case, we will contact you once the shipment has been received and checked by us. Additional shipping costs may apply for a reshipment if the failed delivery was not our responsibility.

My shipment is shown as delivered, but it is not there. What should I do?

Please first check:

  • the mailbox,
  • the agreed drop-off location,
  • the stairwell or entrance area,
  • whether a household member accepted the shipment,
  • and whether the shipment was left with a neighbor.

Also check the information in the tracking details.

If the shipment is still not found, please contact our customer service. We will review the case and, if necessary, initiate an investigation with the shipping provider.

Do you also deliver outside Germany?

The currently available delivery countries will be shown to you during the order process.

If a country cannot be selected in checkout, delivery to that address is currently not possible.

Returns and withdrawal

Can I return an item?

Yes. For online orders, the statutory 14-day right of withdrawal generally applies.

In addition, MY & MT Store offers a voluntary 30-day return policy from receipt of the goods. The statutory rights are not restricted by the voluntary return policy.

Detailed information can be found on our “Returns” page and in the withdrawal policy. The statutory right of withdrawal is generally 14 days and must not be made solely dependent on the original packaging being completely undamaged.

Do I need to register a return in advance?

Please contact our customer service before returning the item.

This allows us to assign your return more quickly and provide you with the correct return address and further information about the process.

A return sent without comments or order details may delay processing.

In what condition must the item be returned?

Please return the item as much as possible:

  • complete,
  • with all accessories and all components,
  • securely packaged,
  • preferably in the original packaging,
  • and in a clean condition.

The goods may be inspected and tested to an extent appropriate for checking their nature, characteristics, and functioning.

If an item has been used, damaged, soiled, or returned incomplete beyond this and this has resulted in a loss of value, appropriate compensation for the value loss may be taken into account within the scope of the statutory provisions.

May I open the product packaging?

You are generally allowed to inspect the goods to the extent that would also be possible in a store.

Merely opening normal packaging does not automatically result in the loss of the right of withdrawal under the statutory right of withdrawal. However, significantly damaged, cut open, or destroyed packaging, as well as handling the goods beyond what is necessary for inspection, may be taken into account when assessing a possible loss in value.

Please open packaging carefully and avoid unnecessary damage.

What applies to safety seals and sealed products?

If a product is fitted with a safety or protective seal, it should only be opened if this is necessary for proper inspection.

Special legal regulations may apply to certain sealed goods. In addition, a removed or damaged seal may mean that the product can no longer be sold as new and that a loss in value occurs.

Within the scope of our voluntary 30-day return policy, opened or unsealed products may be excluded from voluntary return if this is stated in the return conditions and legally permissible.

Are used, damaged, or soiled items taken back?

Each return is checked individually.

For items that have been used beyond the necessary inspection, damaged, soiled, or returned incomplete, the refund may be reduced to the extent permitted by law due to the resulting loss in value.

Within the scope of the voluntary 30-day return policy, a return may be refused if the item no longer meets the conditions of the voluntary return policy.

The statutory withdrawal and warranty rights remain unaffected.

Who bears the cost of return shipping?

The rules on return shipping costs are based on our withdrawal policy and the return conditions applicable to the order.

If the item is damaged, defective, or the wrong item was delivered, please contact us before returning it. Regardless of this, in the case of a normal withdrawal, return shipping costs are generally borne by the consumer, provided they were properly informed of this.

When will I receive my refund?

After receipt, the return is checked and assigned to the order.

The refund is then generally made via the originally used payment method. Depending on the payment provider, it may take a few additional working days before the credit appears in your account.

For statutory withdrawal, the statutory refund periods apply. The merchant may withhold the refund under certain conditions until the goods have been received or proof of shipment has been provided.

Problems with an order

I received the wrong item. What should I do?

Please contact our customer service and send us:

  • your order number,
  • a brief description,
  • a photo of the item received,
  • and, if possible, a photo of the packaging or the product label.

Please do not use or install the incorrectly delivered item and do not return it without prior consultation.

My item arrived damaged. What should I do?

Please contact us as soon as possible and send us:

  • your order number,
  • photos of the damaged item,
  • photos of the inner and outer packaging,
  • and, if applicable, photos of the shipping label.

Please keep the packaging for now, as it may be needed for inspection by the shipping provider.

An item or component is missing from my order. What should I do?

Please first carefully check all packaging and packaging materials.

If an item, accessory, or component is still missing, contact our customer service with your order number and a brief description. Photos of the delivered package can help speed up processing.

My product is defective. What should I do?

Please contact our customer service and describe the fault as precisely as possible.

If possible, please send us:

  • your order number,
  • photos or a short video of the problem,
  • the model designation of the device used,
  • and information about when and how the issue occurs.

We will then check which solution is possible within the scope of the statutory warranty rights.

Customer service

How can I contact MY & MT Store?

You can reach our customer service by email:

info@mymtstore.de

When asking about an existing order, please always include your order number. This allows us to process your request more quickly.

When will I get a response?

We strive to respond to customer inquiries as quickly as possible.

On weekends, public holidays, or when there is a high volume of inquiries, processing may take a little longer.

Please avoid sending multiple messages about the same issue, as this can delay assignment and processing.

Still have questions?

If you have not found a suitable answer, please contact our customer service.

MY & MT Store
E-Mail: info@mymtstore.de

We will be happy to help you.

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