FAQ - Quick help


Is there a minimum order value?

Yes, the minimum order value is 10 €.

Where can I see the processing status of my order?

Click on the link in the order confirmation email to access your customer account. If you are registered with us, you can also simply log in to the "My account" area in our webshop with your access data.
Your customer account lists your orders with the current status.

Is an exchange possible?

Unfortunately, a direct exchange is not possible. You can find more information about the procedure for an exchange here.

How do I cancel my order?

If you want to cancel your order, the best thing to do is to call us at +49 (0) 7424 60213 51.
If the goods have already been dispatched, you can refuse to accept the package or return the goods.

How can I change my order?

If you want to change something in your order (address, payment method, products, etc), you can contact us at +49 (0) 7424 60213 51 or write an email to shop@mesle.com.

My desired product is not available?

If an item is not available, we will be happy to inform you when it will be available again or advise you on an alternative product. Simply contact us.


What payment methods are available?

You can find a complete list of payment methods here.

I have problems with the payment?

You cannot complete the order because you have problems with the payment or there is no suitable payment method available?
Just contact us, we will be happy to help you.

Shipping & Delivery

Where is my parcel?

After your products have been shipped by us, you will receive a shipping confirmation email with a tracking link. Click on this link to track where your package is.

My parcel has not arrived?

Your parcel is stuck or missing?
First check the tracking link to find out where your parcel is. You will find the tracking link in the email with the shipping confirmation of the corresponding order.

Still can't find your parcel? Then contact us and we will start an investigation with the shipping provider.

Which countries do you deliver to?

We ship all over Europe. You can find a detailed list of countries here.

How long is the delivery time?

We will process your order as soon as possible. Please note that your order will only be released for dispatch after full payment has been received.
If you order and pay by 2pm, the goods will be dispatched on the same day (except Sat & Sun). This also applies to express shipping.

A detailed list of delivery times per country can be found here.

Is shipping free of charge?

  • Free shipping within Germany
  • Free shipping within the EU from 300 €

You can find more information about the shipping costs here.

My product has transport damage?

Important: Please check your shipment for completeness and integrity immediately upon receipt. Refuse acceptance if there is visible damage.

Have you already accepted the shipment? No problem, we'll take care of it. Send us an email at shop@mesle.com with your order ID, a description and pictures of the damage.

Is delivery to a Packstation possible?

Delivery to a Packstation is currently not possible.


How can I return my product?

For detailed information on how to return your products and register a return, please click here.

When will the refund be made?

The purchase price will be refunded to you immediately and at the latest within fourteen days of the day on which we receive notification of your cancellation of this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. We may refuse to refund you until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.

How do I get a return label?

If there is no return label in your package, you can register the return via your customer account. We will then send you a return label by e-mail.

You can find more information about the process here.

How long is the cancellation period?

The cancellation period is 30 days from the day you receive the goods.

Is the return free of charge?

  • Free returns within Germany*
  • Provision of return labels for €4.99 within the EU*.

*This only applies if you use the return label provided by us, which can be found in the package or sent to you by e-mail.

You can find more information about the return costs here.

How do I exchange an item?

Unfortunately, a direct exchange is not possible. You can find more information about the procedure for an exchange here.


How can I complain about my product?

Here you will find all the information on how to make a complaint.

Can I have my product repaired?

Contact us to find out if we can repair your Mesle product.

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