FAQ
Welcome to MAC’s FAQ section. If you don’t find the answer to any of your questions here, please contact our customer service.
We will be pleased to assist you.
- What are the benefits of a “My MAC” account?
- Do I need to register to shop in the MAC online shop?
- How can I register?
- How can I change my password?
- What do I do when I forget my password?
Collection and use of personal data
- What do we do for your data security?
- For what purpose do we use your data?
- What do we do to ensure the security of your data during the ordering process?
- How can I place an order?
- How can I redeem vouchers?
- Can I order an item at the MAC online shop to be sent abroad?
- Can I change an order I have already placed?
- Where do I find out about the status of my order?
- Is there a minimum order value, a maximum order value or an order limit?
- Is there an order limit when paying by credit card?
- How do I pay?
- What is Klarna?
- Why does Klarna ask for bank details when purchases are made on account?
- I have received a new card with the Mastercard debit system from my bank bank. Can I use it to make purchases in the MAC online store?
- Why does PayPal require additional charges to be authorised?
Product range and availability
- How much is shipping?
- To which countries can I have my order shipped?
- How long do I have to wait for my order to arrive after I have placed it?
- Do you make express shipments?
- Can I enter a shipping address that is different from the billing address?
- Is shipping climate-neutral?
- How do I return items?
- Where do I get a new return label?
- How long can I return my order?
- Do I have to pay for returns?
- How will my return be credited?
- What can I do when I have not received my refund yet?
- Can I exchange items?
- Where do I find the item number?
“My MAC” account
What are the benefits of a “My MAC” account?
Creating your “My MAC” account is free of charge and without any obligation on your part. You may also enter different delivery addresses in your account. Shopping in our online shop becomes even more convenient, as the data entered at registration – e.g. delivery or billing address – is automatically transferred. What’s more, you are able to see the current status of your order on our website. We also recommend that you subscribe to the MAC newsletter to receive the information it contains about special offers and special campaigns at the MAC online shop free of charge. You may cancel your subscription at any time. All data we receive from you will be treated in strict confidence in accordance with our Privacy Policy. We will not pass on your data to third parties for advertising purposes.
Do I need to register to shop in the MAC online shop?
No. You can certainly shop in the MAC online shop as a guest, i.e. without creating a user profile.
How can I register?
You can decide to register your user profile prior to or in the course of the ordering process. As soon as you have registered or submitted your order, you will receive a confirmation link which you can use to approve your user profile. Your user profile will only be activated once you click the link provided in the confirmation email and subsequently complete the registration data.
How can I change my password?
In the “My MAC” account you can change your password under “Profile” To do so, simply log in with your email address and your previous password and click on “Change password”. Please note that the confirmation link in the email is valid for only two hours. Please also note that the password must have at least eight digits.
What do I do when I forget my password?
If you have forgotten the password for your “My MAC” account, click “Forgot your password?” We will promptly send you an email to the address you have provided explaining the next steps for setting up a new password. Please note that the confirmation link in the email is valid for only two hours. The new password must have at least eight digits. If you have forgotten your user name, please contact our customer service .
Newsletter
How can I subscribe to the MAC newsletter?
You can register for the newsletter here. Please note that you will then receive an email with a link via which you must promptly confirm your registration. You will only be registered once you have sent your confirmation.
How can I unsubscribe to the MAC newsletter?
You can of course unsubscribe to the MAC newsletter at any time. To do so, simply follow the pertinent link at the end of your newsletter. After we have received your cancellation, we will no longer use and process the relevant data and immediately stop sending you further newsletters.
Collection and use of personal data
What do we do for your data security?
The security of your data is our top concern as a matter of course. That is why we strictly comply with the legal requirements laid down in the EU General Data Protection Regulation and the supplementary national laws when we process your data. When you visit our website, personal data is collected about you (e.g. your IP address). If you also place an order, accept specific cookies or plug-ins or subscribe to our newsletter, we need additional data from you. It goes without saying that the data will be transmitted via an especially protected SSL (Secure Socket Layer) method. For your own security, we have also established a high security standard for the selection of your password.
In addition to the encrypted transmission of the data and password standards, we have taken further measures to ensure the security of the data processing. These include on the one hand technical measures such as a strong firewall and regular data back-ups, but also organisational measures such as in-house guidelines regarding the way your data is handled or the physical protection of our servers against unauthorised access or damage due to external influences.
For what purpose do we use your data?
The data we collect about you is only used in order to offer you the best possible service and to adapt our website to your needs. Under no circumstance will we pass on your personal data to third parties for marketing purposes. At MAC, we use your personal data for marketing purposes only if you have given your express consent (e.g. by subscribing to our newsletter). To read our detailed Privacy Policy, please click here. The data we need to conduct the business at hand is stored and may be passed on to affiliated companies or our service providers within the context of processing your order. Pertinent contractual provisions have been agreed with all service providers to whom we pass on your data. These provisions oblige the service providers to comply with all data protection laws and guarantee the data protection level we have established. Needless to say, we will treat your personal data in strict confidence and delete the data in compliance with privacy regulations as soon as there is no longer any reason to store it (e.g. legal retention obligations). Data may be exchanged with pertinent companies for the purpose of credit checks, credit monitoring, address verification or to follow up debt collection, if applicable. However, we will inform you about such a transfer and ask for your consent, if necessary.
What do we do to ensure the security of your data during the ordering process?
When you place an online order with us, we handle your data with utmost care: all data that you enter on our website when placing an order is protected against unauthorised access through technical security systems. During the data transfer we use the so-called SSL system (Secure Socket Layer) which you can recognise in your browser by the https:// prefix rather than http://. The purpose of this encryption protocol is to ensure secure data transfer on the Internet.
Ordering and ordering process
How can I place an order?
After selecting colour, size and length of an item, you can place it into the shopping cart. Once you have selected all the products you want, you can go to the shopping cart and make final changes to your selection. If any items or sizes you wish to order cannot be selected, this means they are currently not available. The size chart in the “Service” section provides an overview of which sizes correspond to which body measurements. However, please note that this information is not binding and the fit of individual parts may deviate from the familiar size due to fashion influences. If you are satisfied with your selection, continue to “Checkout”. You can either log in there via your “My MAC” profile, register for the first time or continue shopping without your user profile. In this step you can also submit a voucher if you have one. Afterwards you will go through the ordering process, which in our online shop consists of four steps: entering your billing address (and shipping address, if different), specifying your payment method and payment details, checking and submitting your order. By placing your order (clicking the “Buy now” button) you automatically accept our Terms and Conditions. We will then send you an order confirmation by email. Please note that the order confirmation does not constitute a valid purchase agreement.
How can I redeem vouchers?
All information on vouchers is provided here.
Can I order an item at the MAC online shop to be sent abroad?
The list of countries to which we ship is provided here. If you live in another country and would like to purchase our trousers, you can find retail partners near you in the Shopfinder.
Can I change an order I have already placed?
We are sorry, but for technical reasons we cannot change an order you have already placed. If you have any other questions, please feel free to contact our customer service.
Where do I find out about the status of my order?
If you have a user account, you can check the status of your order at any time in your “My MAC” account. As soon as you have placed your order, we will also send you a shipment confirmation with a tracking number which you can enter on the website of DHL or the Austrian Post to track your package.
Is there a minimum order value, a maximum order value or an order limit?
The MAC online shop does not have a minimum order value. As a general rule, there is no order limit either – however, MAC reserves the right to offer only safe payment methods in the case of high order values.
Is there an order limit when paying by credit card?
For credit card orders, there is an order limit of EUR 2,000.00, including applicable shipping costs. However, MAC reserves the right to offer only certain payment methods in the case of high order values.
How do I pay?
All information on payment methods is provided here.
What is Klarna?
Klarna is a Swedish payment provider headquartered in Stockholm. The company offers payment solutions in the field of e-commerce. The core service is to take over the payment claims of merchants and process their customer payments from that point on.
Why does Klarna ask for bank details when purchases are made on account?
All information on payment methods is provided here.
I have received a new card with the Mastercard debit system from my bank bank. Can I use it to make purchases in the MAC online store?
Yes, your new bank card with Mastercard's debit system or Visa's VPay system can be used in the MAC online store like a real credit card, provided your bank account has the required balance. It is important to know that when the card is used, the amount is immediately charged to the bank account, whether in the MAC online store, when shopping in a store or when withdrawing money from an ATM. With a real credit card, on the other hand, the bank account is usually only charged once a month. By way of background, the Maestro system will be phased out starting July 1, 2023. This decision was made by Mastercard, not the German banks and savings banks. The US payment service provider wants to standardize its international business. The card can also be deposited in corresponding apps or in a wallet on the cell phone.
Why does PayPal require additional charges to be authorised?
In many cases, PayPal authorisations quote amounts that are up to 20% higher than the actual final price. PayPal points out the necessity to integrate this information according to the requirements of the Payment Services Directive. This directive is intended to ensure uniform and secure payment transactions within the European Union. It stipulates that customers must be informed about possible additional charges and that these may not be levied without consent. In the MAC online shop, our customers do not have to worry about their PayPal account being charged a higher amount than initially displayed. The Price Indication Ordinance takes care of that. We are obliged to state the final price including all taxes and fees anyway, and we do so.
Product range and availability
What is the product range of the MAC online shop?
The MAC online shop carries a representative selection of the MAC collection which is determined by demand, among other factors. Unfortunately it is impossible to offer MAC trousers in all sizes. Even though MAC’s product range is complemented by individual items during the season, we cannot offer all trousers which retailers near you may carry. Since the MAC online shop is operated independently of the retail sector, we are also not able to provide information on where you can find a specific model in a shop in your area. In this case we can only refer you to the MAC Shopfinder.
What is the availability of the items?
Normally the MAC online shop will only show you items that are available at the time you visit the website. However, even though the stock displays are updated several times, it may happen in rare cases that an item is listed as available in a specific size and colour combination even though it is already sold out. When several people order an item in the same size and colour combination simultaneously, we unfortunately do not notice this until the respective orders have already been processed – and as a result, individual items are no longer available. As a general rule, it is possible that items which previously were sold out in a specific size and colour combination become available again at a later date. We therefore recommend that you visit the MAC online shop at regular intervals. Unfortunately, we cannot provide concrete information on whether or not an item will be available again at a later date.
Delivery and shipping
How much is shipping?
We attach great importance to climate-friendly shipping and pay attention to a sustainable production of our packaging. In order to guarantee this, we charge a standard delivery fee based on the country of delivery. Here you will find more information on shipping costs.
To which countries can I have my order shipped?
The list of countries to which we ship is provided here.
How long do I have to wait for my order to arrive after I have placed it?
Orders placed at the MAC online shop that are shipped to Germany, Austria or the Netherlands take about two to four working days. Orders that are shipped to another country take between two and eight days, depending on the country (see the list).
Normally the merchandise is directly available and can be shipped on the same day or one working day after we have received the order. This means that merchandise you have ordered at the online shop on a Friday is shipped either on the same day or not until the following Monday. Nonetheless, we apologise for any inconvenience if a shipment takes a little longer due to high demand (e.g. at Christmas). However, since delivery time often depends on the logistics companies involved, we cannot give a guarantee for the information provided here.
You can view the status of your order in your “My MAC” account under “My orders”. As soon as you have placed your order, we will also send you a shipment confirmation with a tracking number which you can enter on the website of DHL or the Austrian Post to track your package.
Do you make express shipments?
Yes, we are currently offering DHL Express for Germany. This option is not available for other countries at this time.
Can I enter a shipping address that is different from the billing address?
Yes, you may enter a shipping address that is different from the billing address. However, in this case MAC reserves the right to offer only safe payment methods.
Is shipping climate-neutral?
Climate-neutral shipping is currently offered by DHL and the Austrian Post for deliveries to Germany and Austria.
Returns
How do I return items?
For orders from Germany or Austria:
The package with your order contains a return slip. Please fill in the return slip and enter the reason for the return. Please include the return slip in the package with the merchandise you wish to return. Please note that we can only accept returns of merchandise that has the original label and does not show any signs of use (e.g. washed, worn and soiled trousers). If this applies to one of the items you returned, we will let you know that we cannot issue a credit for it. In this case you can decide if you want us to send the item back to you at your expense. If we don’t hear from you within 21 days after we have notified you, we will dispose of the item. Please make sure the return documents are complete. If the documents are not complete, the return shipment cannot be allocated and processed.
Next please stick the return label on the package and send the merchandise free of charge to:
PVS Fulfillment Service GmbH
c/o MAC Mode
Werner-Haas-Str. 5
74172 Neckarsulm
Germany
For orders from the Netherlands:
The package with your order contains a return slip. Please scan the QR code printed on the return slip or follow this link to generate a return label.
Please fill in the return slip and enter the reason for the return. Please include the return slip in the package with the merchandise you wish to return. Please note that we can only accept returns of merchandise that has the original label and does not show any signs of use (e.g. washed, worn and soiled trousers). If this applies to one of the items you returned, we will let you know that we cannot issue a credit for it. In this case you can decide if you want us to send the item back to you at your expense. If we don’t hear from you within 21 days after we have notified you, we will dispose of the item. Please make sure the return documents are complete. If the documents are not complete, the return shipment cannot be allocated and processed.
Next please stick the return label on the package and send the merchandise free of charge to:
PVS Fulfillment Service GmbH
c/o MAC Mode
Werner-Haas-Str. 5
74172 Neckarsulm
Germany
For orders from another country:
The package with your order contains a return slip. Please fill in the return slip and enter the reason for the return. Please include the return slip in the package with the merchandise you wish to return. Please note that we can only accept returns of merchandise that has the original label and does not show any signs of use (e.g. washed, worn and soiled trousers). If this applies to one of the items you returned, we will let you know that we cannot issue a credit for it. In this case you can decide if you want us to send the item back to you at your expense. If we don’t hear from you within 21 days after we have notified you, we will dispose of the item. Please make sure the return documents are complete. If the documents are not complete, the return shipment cannot be allocated and processed.
The please return the merchandise to:
PVS Fulfillment Service GmbH
c/o MAC Mode
Werner-Haas-Str. 5
74172 Neckarsulm
Germany
Please pay the return shipping costs at a local post office in your country.
Where do I get a new return label?
If you have placed your order from Germany or Austria and the package with your order did not contain a return label, please contact the MAC customer service.
If you order from the Netherlands and need a return label, please click the following link, to generate a label.
If you order from another country, you will not receive a return label from us. Please arrange and pay for the return shipping at a local post office in your country.
How long can I return my order?
You may return the merchandise up to 14 days after receipt.
Do I have to pay for returns?
Returns from Germany, Austria and the Netherlands are free of charge. Please use the return label that has been provided.
If you order from another country, please arrange and pay for the return at your local post office.
How will my return be credited?
If the merchandise has already been paid, the amount will be refunded to the original medium of exchange used. Please note that processing the refund may take up to ten working days.
What can I do when I have not received my refund yet?
Please contact MAC’s customer service.
Can I exchange items?
Currently exchanges are not allowed. You are welcome to place a new order in the MAC online shop once your return has been processed.
Where do I find the item number?
You will find the item number on the label inside your MAC jeans.
Complaint
How do I complain about an item?
If you wish to return your merchandise within the legal warranty period of two years, you must file a complaint. To file a complaint, please contact our customer service. Please note that complaints can only be fully processed if the entire process is documented. To properly allocate your complaint, we need photos of the defect or the defective item. Please keep in mind that the item number and order number must always be indicated.
A complaint about MAC trousers which you have purchased at a retail shop can only be made to the respective retailer. You must include your till receipt.
Do you offer replacement parts?
You are welcome to request replacement parts via our customer service. To send you the requested replacement part as quickly as possible, we need a description of the part you need and the item number of the MAC trousers.
Vouchers
What conditions apply to MAC vouchers?
You can redeem all valid voucher codes from MAC Online shop in the course of the ordering process (“Edit shopping cart”) at MAC Online shop. Vouchers from our retailers are not accepted at the online shop. The voucher codes may not be combined and cannot be transferred. No cash payment possible. In addition, the gift voucher is limited to the MAC online store. Redemption in the MAC outlets is not possible. If items for which voucher codes have been redeemed are returned, claimed or canceled and the minimum value is less than 69 euros, the voucher code loses its validity. Voucher codes cannot be credited retrospectively.
The value of a voucher is indicated either as a percentage (e.g. 10%) or as an absolute amount in euros (e.g. EUR 20) and is deducted accordingly from your order.
Its validity may be subject to the following limitations:
- period during which it can be redeemed
- minimum order value of EUR 69
- maximum order value
- number of items ordered
- limitation to, e.g., one order per customer
- limitation to specific items or categories
How do I redeem a voucher?
To add a voucher to your order, you first must place an item in the shopping cart. Then you can enter the code in the appropriate box in the shopping cart or the check-out.
Wash and care
How should I wash and care for my trousers?
All wash and care information is provided here.
Service
Whom can I contact if I have any questions or complaints?
If you have any concerns, our customer service will be pleased to help you.
Applying to / working at MAC
How and where can I apply to MAC?
Our job and training offers and the contact data for applications are provided here.