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Exchanges and returns

Latest version: 27/10/2021

Online purchases

    Free in-store return

    If after your purchase at Mango.com you are not satisfied with an item, you have 60 days after receiving your order to exchange it for another size or request a return. It's very simple!

    1.LOCATE YOUR NEAREST STORE

    Visit our Copenhagen store (Ostergade 34 ST WN) to exchange or return any item in Denmark. Visit our store and exchange or return the necessary items.

    This service is not available in other stores in the country.

    2. HAND OVER THE ITEM YOU WISH TO EXCHANGE OR RETURN AT THE CASH DESK

    It is important that you indicate on the delivery note the items you wish to return or exchange for another size, among other reasons. If you cannot find the delivery note, go to My purchases, select your order and print the 'Return Form'. If you still do not have an account, enter your e-mail address and your order number to go to the breakdown of your purchase. 

    3. THE REFUND WILL BE MADE VIA THE SAME PAYMENT METHOD USED TO PURCHASE THE ITEM

    Bear in mind that if you return your items to a store, your return data will be sent to our headquarters from where the refund will be made via the same payment method used to purchase the item.

    Free return to Post Denmark

    You have up to 60 days from reception of your order to exchange your item for another size or request a refund by handing it in to a Post Denmark.

    1. 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 the returns note, go to My purchases, select your order and print out the ‘Returns Form’. If you still do not have an account, enter your e-mail address and order number to access the order page.

    2. Attach the returns label in a visible area on the parcel

    On the delivery note you will see a label with the return address, which you should attach to your parcel.

    If you cannot find it in your parcel, please contact Customer Service and they will send it to you again.

    3. HAND IN YOUR PARCEL AT ANY POST DENMARK

    To do so, go to any Post Denmark (either stores or stand-alone locations) and send your parcel.

    The change of size or refund will be processed 3 to 12 working days after 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:

    • Items returned must be in the same condition as when you received them.
    • Face masks, protective screens and hand sanitisers cannot be exchanged or returned for health and safety reasons. Personalised garments and accessories cannot be exchanged or returned.
    • For reasons of hygiene, briefs, thongs and culottes are fitted with a protective seal that prevents them from being tried on or worn. If you wish to return these items, it is essential that the label and protective seal are still intact.
    • For reasons of hygiene, earrings cannot be exchanged or returned.
    •  As soon as we receive your parcel, we will check the condition of the items and exchange the size or refund the returned garments. Please note that in the case of postal returns, Mango will not accept postage due or cash on delivery and that neither postage nor return postage costs will be refunded.
    • Items containing flammable substances (such as perfumes, body mist, etc.) may only be returned with the dangerous goods label and in their original packaging.
    • Fragrances and cosmetics may only be returned if their protective seals are still intact and in their original packaging.
    •  Items purchased in sets must be returned together. Individual items cannot be returned separately.
    • Items that vary in price according to size (towels, sheets, duvet covers, etc.) cannot be exchanged, only returned.

    Right of withdrawal

    Customers in the European Union have 14 calendar days, from the reception of their order, to exercise their right to cancel their Mango purchase.

    If you wish to exercise your right to withdrawal, you should notify us by letter or using this withdrawal form which you should send via e-mail or by post:

    MANGO
    Dpto. de Atención al Cliente
    Calle Mercaders 9-11
    Pol. Ind. Riera de Caldes
    C.P. 08184 Palau-Solità i Plegamans 
    Barcelona (Spain)

    Tel.: (+34) 93 860 24 24 (international call)
    E-mail: contact@mango.com

    We remind you that you should not provide your card details via e-mail or social media. For more information, click here.

    After notifying your intention to exercise your right of withdrawal from the order, you will have an additional 14 days to return it.

    You can return your item by post.

    If you have received underwear garments fitted with a safety seal, please bear in mind that you will not be able to exercise your right of withdrawal once the safety seal has been removed.

    In this case, the maximum deadline for the refund will be 14 calendar days from the withdrawal.

    We will refund the purchase amount and original delivery costs (standard delivery only).
    Costs arising from the return will not be refunded.

    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 on presentation of the till receipt at any store where the corresponding collection is available within the country of purchase. Returns are only available at our Copenhagen store (Ostergade 34 ST WN). 

      Price tags must be attached to the article.

      For reasons of hygiene, lingerie, underwear, swimwear and earrings cannot be exchanged or returned.

      Beauty items may only be returned if unused and sealed.

      Personalised or altered items cannot be exchanged or returned.

      Gift receipts only allow exchanges.

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

      This policy does not apply to OUTLET stores or MANGO Concessions located in department stores.

      This guarantee is offered in addition to your statutory rights.

      Ask at the counter for our alterations price list.  

      Purchases in MANGO stores via iPad

        Returns

        If you have purchased an item via iPad in one of our stores and have changed your mind, you have 60 days after receiving your order to return the item. In this case, exchanges will not be accepted.

        FREE IN-STORE RETURN

        Visit our Copenhagen store, located at Ostergade 34 ST WN, to return the item. To do this, you will need to present the purchase receipt. This service is not available in other physical stores in Denmark.

        POSTAL RETURN

        Alternatively, you can send the items you wish to return by post to the following address:

         Log Berlin GmbH & Co. KG

         C/O MANGO

         Havellandstr. 6

         14656 Brieselang

         Germany

        In such cases, we recommend that you send the parcel by registered mail. Please attach the purchase receipt or a photocopy of it inside the parcel.

        To make the refund, we will need you to provide us your bank details. Go to the Refunds section in the My account section. If you still do not have an account at Mango.com, you can provide us your details via the My purchases section in the order breakdown. In this case, you will need to enter your e-mail address and the order number.