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FAQ

Latest version: 09/08/2021

Where is my order?

Remember you can query the status of your order at any time in My purchases in My account section. If you are not registered, 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.

How can I return an item purchased online?

You have up to 60 days from reception of your order to request a refund.
In this case, exchanges are not available.

Returns can also be made by post. When returning products please send together with the order form to the postage paid address:

Mango Returns
Anchanto C/O transcosmos inc.,
5F LogiPort Kitakashiwa, 13-1 Suijinmae, Shinden-aza, Matsugasaki, Kashiwa-shi, Chiba 277-0834

In such cases, we recommend you to send the items by registered mail.

+ 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 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 work address within Japan when making your purchase and we will send the order to the address of your choice.

The delivery charge will vary according to your order:

DELIVERY METHOD  DELIVERY COST  DELIVERY TIME
Home delivery  ¥ 450 (Free for orders over ¥ 5,000)  Normally 4 to 6 working days

All orders are eligible for preferred time-slot delivery. Please specify preferred time on payment page.

How can I pay for my purchases?

You can choose between various payment methods:

DEBIT OR CREDIT CARD

Visa, MasterCard, American Express, JCB and Diners. 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’.

CONVENIENCE STORE

This payment method is available at: LAWSON, Family Mart, Mini Stop, Circle K, Sunkus and Daily Yamazaki.

To pay via Convenience store, select this payment method and click on 'Confirm payment'. By clicking on ‘Confirm payment’ you will receive an email from system@p01.mul-pay.com with instructions to complete the payment.

IMPORTANT: Depending on your email account’s security settings, these email may not reach you. Please check the security settings of your email account before placing the order.

The deadline for making payment is 3 days from the date on which the order is placed. Please note that we will dispatch your order once payment has been received.

PAY-EASY

To pay via Pay-Easy, select this payment method and click on 'Confirm payment'. By clicking on ‘Confirm payment’ you will receive an email from system@p01.mul-pay.com with instructions to complete the payment.

IMPORTANT: Depending on your email account’s security settings, these email may not reach you. Please check the security settings of your email account before placing the order.

The deadline for making payment is 3 days from the date on which the order is placed. Please note that we will dispatch your order once payment has been received.

ELECTRONIC MONEY PAYMENT

This payment method is available for Rakuten Edy and Mobile Suica.

To pay via Electronic Money Payment, select this payment method and click on 'Confirm payment'. You will then receive a e-mail with instructions on how to complete payment.

In this case, you must enter the mobile e-mail address you used to register with Rakuten Edy or Mobile Suica.

The deadline for making payment is 3 days from the date on which the order is placed. Please note that we will dispatch your order once payment has been received.

I have returned an item paid for via Convenience Store, Pay-Easy or Electronic Money Payment. How will I be refunded?

In such cases, we will require your bank details in order to make the refund. To provide them, go to Update bank details in the My account section. If you still have not registered, you can provide your details in the Orders section. 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.

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 proportional part of the original delivery costs for the defective garment as soon as we receive them at our warehouses and inspect the condition of the garments.

Please remember to include the receipt for the delivery costs of the refund.

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

Cannot find it? Access the My Orders section of My Account, select the order and print the 'Returns Form'. If you still have not registered, go to the Orders section and enter your e-mail address and order number.

Consult the different return options at the 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.