Wow what an awful experience and where do I start.... On the 30th August 2024 I ordered an off the shelf Self Portrait wedding dress for my wedding in December 2024 (£480). The dress arrived and upon examination it was noticeably defective. The material was badly worn away in places and almost looked like big holes in the fabric. I contacted Mytheresa and duly provided pictures of the defects and the tags still attached to the dress. The return was accepted and a replacement provided by Mytheresa. I attended my scheduled dress fitting in November (simply to take the dress up an inch or so) and my seamstress spotted another defect on the replacement dress. I immediately called Mytheresa and duly provided pictures of the defect and tags still in tact. Mytheresa accepted the return however, did not have a replacement dress in my size available. Furthermore, the item was no longer available from any other retailer. Time was of the essence therefore, I had absolutely no choice but to exchange for a larger size and incur further alteration costs. In addition, I had to pay in full for a new dress as Mytheresa would not send out a replacement until the defective item was received by them. I was running out of time and needed the dress asap. I'm now just short of a £1000 out of pocket and have no dress for my wedding day in a couple of weeks. I exchanged numerous emails with Mytheresa throughout the whole of this and they showed no empathy to my situation caused by the supply of two faulty items. Despite promises that the new dress would be sent express delivery it took almost a week to arrive. Again, lots of phone calls in this time and no empathy or efforts to try and help me. The item was a two piece and knowing that they could not (or should not) sell the faulty item to another bride I returned the larger jacket and the smaller skirt as I no longer had the time to make the alterations to the larger jacket. Despite the circumstances Mytheresa refused to refund me. We communicated over email and they always referred to policy however, they could not provide the section of the policy that deals with leaving a bride completely in the lurch on her wedding day due to their lack of quality control and customer service. As Mytheresa refused to refund me I asked how best the items could be returned. They returned the dress via DHL and I received a bill for £217.40. Therefore, that's £697.40 for a defective wedding dress that can not be worn. I will never order from Mytheresa again and I will share my experience with others so they don't have to go through what I did on the run up to my special day. Also I don't rate them 1 star, I rate them -0.