Hi, we want to help you

Exchanges and returns

Latest version: 14/12/2021

Online purchases

    Home pick-up

    You have 60 days after receiving your order to exchange it for another size or request a refund. To do so, you can request home collection and we will send a courier to collect your parcel:

    This service costs КМ.12 . 

    1. Request home collection at Mango.com

    If you are registered, go to Returns in the My Account section.

    If you still have not registered, go to My purchases section and enter your e-mail address and order number. In the order detail, click on 'Request exchange or refund' to complete your request.

    Next, you will receive a confirmation e-mail with full details of your request.

    2. Prepare your parcel enclosing the delivery note

    Pack the items securely, in the original packaging if possible, and enclose the delivery note. You must state on this document whether you want to change the size or a refund and the corresponding articles.

    If you cannot find it, go to My purchases in the My Account section, select your order and print out the ‘Returns Form’. If you still have not registered, enter your e-mail address and order number. 

    As it is a non-EU country, we will send you a returns invoice via e-mail which you should print and hand to the courier.

    3. The courier will come to your home address to collect your parcel

    Our courier will contact you in the next few days to confirm a date and time to collect the items.

    In the case of returns, the refund will be made using the same payment method to purchase the item within 3 to 12 working days from the date we receive your parcel at our warehouse.

    Exchanges

    If you would prefer another size, you can request this when making your return. To do so, state on the delivery note the item you wish to exchange and the new size.

    If this size is not available, we will refund you the amount for said garment.

    If you wish to exchange your item for another model or colour, you must return the item and place a new order.

    Returns Conditions

    When making exchanges and returns, please bear in mind that:

    • Any items returned must be in the same condition in which you received them.
    • Face masks, protective screens and hand sanitizers cannot be exchanged or returned for health and safety reasons.
    • For reasons of hygiene, panties, thongs and culottes are fitted with a safety seal to prevent them being tried on or worn. If you wish to return this type of item, the label and the safety seal must be conserved.
    • For reasons of hygiene, earrings cannot be exchanged or returned.
    • When we receive your package, we will inspect the condition of the items before proceeding to exchange the size or reimburse the returned items. Bear in mind that in the case of postal returns, Mango will not accept carriage due or payment on delivery and will not pay the delivery or return charges.

    Refunds

    Once we have checked the condition of the returned items, we will send you an e-mail to inform you about the refund of your order. Remember, the refund will be made via the same payment method used to purchase the item and depending on your bank, this can vary from 3 to 12 working days from when we receive your return in our warehouses.

    If you have received a defective item or the wrong item and decide to return it by post, remember to enclose the receipt of the postage expenses to return the package to our offices. Once we have inspected the condition of the items, we will reimburse the cost of the returned items and the corresponding postage and return expenses.

    Please note that the postage expenses will be reimbursed after the items are reimbursed.

    Purchases in MANGO stores

      Returns

      MANGO will accept exchanges and refunds of unworn and unwashed garments within 60 days of the date of purchase, 15 days during sales period, on presentation of the till receipt at the store of purchase where the corresponding collection is available.

      Price tags must be attached to the article.

      Face masks and hand sanitizers cannot be exchanged or returned for health and safety reasons.

      For reasons of hygiene, exchanges and returns of lingerie, underwear and swimwear items and earrings will not be accepted.

      To pay by credit or debit card you will need proof of identity.

      Exchanges and refunds will be made via the same payment method used for the purchase.

      This guarantee is offered in addition to your statutory rights.