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FAQ

Latest version: 16/11/2020

How does COVID-19 affect my online orders and store purchases?

We believe that sticking together is key. For this reason, we are working hard to offer you the best possible service at this moment. Here are some of the measures we are putting into practice:

STORE RETURNS

For in-store purchases made before the store closure, you have 30 days from the store reopening to make your return. Returns for purchases made after the store reopening have been extended to 60 days.

ONLINE RETURNS

Returns for online purchases have been extended to 60 days from the delivery date.

COLLECTION

If you have an order awaiting collection in a physical store or at a collection point, it will continue to await your collection there.

SAFE DELIVERY

The courier companies have adapted their procedures to guarantee the safety of our employees and our community. We thank you for your patience, as there may be some delays to deliveries.

 


We remind you that you can still find us at Mango.com and on all our online channels. Our customer services are still there for you, to answer any questions you may have, although due to the current situation, we are operating with longer waiting times.

Where is my order?

If you have selected home delivery, you can query the status of your order at any time in the My purchases section. If you still do not have an account at Mango.com, you will have to enter your e-mail address and order number.What is more, when your order leaves our warehouses, we will send you an e-mail.

In the case of deliveries to a PostNord pick-up point, we will send you an e-mail and/or SMS to inform you that you can collect your order from the selected point. Remember you will have 14 days to collect your order. To do so, you will need to show your ID.

How can I exchange or return an item purchased online?

You have up to 60 days from reception of your order to exchange your item for another size or request a refund.

To do this, you can return the items at no cost by handing your parcel in any Post Denmark (either stand-alone or store locations). Find your nearest one here.

In this case you will need to stick the return label that we sent you with your order on your parcel.

*It is not possible to exchange/return items at stores in Denmark.

+ INFO ON RETURNS

Can I cancel or change my order?

At the moment, it is not possible to cancel or change your order because we prepare your order once you confirm it on the website.

If you change your mind, you can return your garments once you have received your order. For more information, consult the Exchanges and returns section.

I have a promotional or discount code. How do I use it for an online purchase?

When you arrive at the order summary*, click on 'Promotional code'.

Next, enter your promotion code to benefit from the promotion or discount.

*Only one promotional code may be used per purchase and only in the country of purchase.

What are the delivery types?

Enter your home or office address when making your purchase and we will deliver the order to your chosen destination. You can choose between home delivery or collection from a wide selection of Mango stores or delivery to a PostNord pick-up point of your choice.

Deliveries cannot be made to Feroe Island or Greenland.

The delivery charge will vary according to your order:

DELIVERY METHOD  DELIVERY COST  DELIVERY TIME
Home delivery  Kr 29 (Free for orders over Kr 250)  3 to 6 working days
PostNord pick-up point  Kr 29 (Free for orders over Kr 250)  3 to 4 working days 
Express   Kr 65  Within 48 hours 
Urgent (Available only in selected cities)  Kr 95  Within 24 hours 

The delivery time for orders placed Monday to Friday before 12pm (CET) is 2 working days for Express deliveries and 1 working day for Urgent deliveries. If the orders are placed after 12pm (CET), at weekends on public holidays, delivery will be delayed by one day.

How can I pay for my purchases?

You can choose between various payment methods:

DEBIT OR CREDIT CARD

Visa, Visa Electron, Visa/Dankort or MasterCard. Payments with debit cards will be charged in real time.

PAYPAL

To pay via PayPal, select this payment method and click on 'Confirm payment'. You will then be redirected to the PayPal website to proceed with the payment.

PAYPAL EXPRESS PAYMENT

Save time on your future purchases by linking your PayPal account to your MANGO account. This way, you will not have to re-enter your PayPal account details.

To link the two accounts, select PayPal as the payment method and select ‘Remember PayPal details for future purchases’. You will then be redirected to the payment gateway where you will be able to complete the linking procedure.

If you wish to unlink them, go to settings in your PayPal account and make the change in the ‘Payments with prior approval’ section, under ‘Payments’.

KLARNA

You can choose to pay your purchase through Klarna Invoice or Klarna Account. In these cases, payment will only take place after you receive your goods at home and you don't need to provide your card details.

If you select one of these payment methods you will need to provide your personal identification number.

Klarna Invoice: buy now and pay within 14 days. Klarna will send you the invoice to your email.

Klarna Account: split your payment in 3 to 24 months and choose how much you want to pay each month. This payment method has an administration fee of 39.00 kr.

By choosing one of these payment methods, you agree to the terms and conditions of Klarna. For more information, visit Klarna.dk.

Can I save an item I like?

Wishlist

Add the items you like most to your Wishlist so you don't lose sight of them.

Log in or register if you would like to access them from any device.

I cannot find my size or the colour I like. What should I do?

If the item you like is not available in the size and colour you want, you have several options:

I WANT IT

Go to the product file of the item you like, choose your favourite colour and when selecting your size, click on 'I want it'. Then enter your e-mail address and we’ll send you an e-mail when the item is available once more.

WISHLIST

Add the items you like most to your Wishlist so you don't lose sight of them. From your Wishlist you can activate the alert by clicking on "I want it" whenever it is not available in your size or preferred colour.

LOCATE A GARMENT

Access the garment you like and select "Search in store" to locate it in your nearest store.

I have not received all the items in my order. What should I do?

Check your e-mail to see whether we have sent you an e-mail informing you that one of the items in your order is not available. In this case, we will refund you the corresponding amount for this item and the delivery expenses via the same payment used for the purchase.

If you have not received any e-mail, contact Customer Services and will we reply to you as soon as possible.

The items received are incorrect or are defective. What should I do?

If you have received an item which is defective or different to the one purchased, we will refund these items and the delivery expenses as soon as we receive them at our warehouses and inspect the condition of the garments.

To process the return, you must complete the returns note and enclose it in your parcel.

Cannot find it? Access the My purchases section, select the order and print the 'Returns Form'. If you still do not have an account, enter your e-mail address and order number to access the order page.

Consult the different return options at the Exchanges and returns section.

Are the items included in the shopping basket reserved automatically?

No, including an item in the shopping basket does not reserve it or guarantee its availability. Some much-in-demand items may go out of stock before you confirm your purchase despite being available when you added them to your shopping basket.

To speed up the purchasing process and save time on future orders, register at Mango.com.

In which countries can I shop online?

You can currently shop online in all European Union countries and in much of America, Asia and Oceania.

Countries offering online shopping are identified with a shopping bag icon on the access page of Mango.com.