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Returns

Latest version: 22/02/2022

Online purchases

    Free home pick-up

    You have 14 days after receiving your order to request a refund. To do so, you can request free home collection and we will send a courier to collect your parcel:

    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 the My purchases section and enter your e-mail address and order number. In the order detail, click on 'Request refund' to complete your request.

    Home collection is only available for Zones A and B (see list). For the other Zones you can drop off your parcel at your nearest JNE office. 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 the returned corresponding articles.

    If you want to return from 2 or more Order IDs, please make sure you pack the items in separate box/ packaging  according to their order IDs. You need to perform the ‘Request Refund’ for each order ID, and they will be picked up separately by our courier. 

    Any return package received by our warehouse that is not separated based on their order ID will not be processed by the warehouse, and hence will your refund will not be processed. 

    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, go to My purchases section and enter your e-mail address and order number.

     

     

    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.

    You will receive your refund within 14 business days from reception of your return at our warehouse. Please keep in mind that we would need to inspect the condition of the returned item(s), refund will only be processed if it passed the inspection. We will notify you about the refund process by email.

    To process your refund we will require your bank detail. To provide them, go to Returns in the My account section. If you still do not have an account at Mango.com, you can provide your details in the My purchases section in the breakdown of your order. Please input the complete and correct bank account holder name and number to prevent the transaction being declined by the system. The system will REJECT any incomplete or discrepancy in spelling. Once we receive this information, we will process the refund. Remember, the account number must belong to a bank in the country in which the order was delivered.

    Exchanges

    We're not able to offer exchanges. If you need a different size or color of an item, then you'll need to place a new order.

    Returns Conditions

    When making 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.
    • If you want to return 2 or more order IDs, please make sure you pack the items in separate box/ packaging  according to their order IDs

    Refunds

    The refund period will take a maximum of 14 business days from reception of your return at our warehouses. Once we have inspected the condition of the returned items, we will notify you by e-mail.

    For credit card, the amount will be refunded to the card with which the payment was made.

    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

      Purchases made in our physical stores cannot be returned; they can only be exchanged. MANGO will accept the exchanges of unworn and unwashed garments within 30 days of the purchase date on presentation of the original till receipt at any store where the corresponding collection is available within the country of purchase.

      Bring the item(s) to our store to exchanges. 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, swimwear items and earrings will not be accepted.

      This guarantee is offered in addition to your statutory rights.