Hi, we want to help you

FAQ

Latest version: 22/06/2020

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

Due to temporary government measures, exchanges and returns cannot be made at physical stores.

ONLINE RETURNS

We are extending the returns deadline to 60 days on all purchases made online.

SAFE DELIVERY

Due to increased security measures to control COVID-19, deliveries may take up to 15 working days. We will do our best to expedite shipments and reduce delivery times.

 

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 My orders in the My account section. If you are not registered at Mango.com, you can access directly in the Orders section. In this case, 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.

If you have selected store delivery, we will inform you by e-mail when your order arrives at the chosen store. You have up to 15 days to collect your order. In this case, there is no need to queue. Ask our store staff directly and collect your order by presenting your ID document.

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.

It’s very simple! Items from the women’s, children's and Violeta by Mango collection may be returned to stores in Oman that sell said collection. To locate your nearest store, access the Search for a store section.

You can also return or exchange items via our home pick-up service.

If you request this service a courier will collect your parcel containing the items you wish to exchange or return.

There is an additional charge for this service.

+ 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?

Due to increased security measures to control COVID-19, deliveries may take up to 15 working days. We will do our best to expedite shipments and reduce delivery times.

***

Enter your home or office address when making your purchase and we will deliver the order to your chosen destination.

The delivery charge will vary according to your order:

DELIVERY METHOD  DELIVERY COST  DELIVERY TIME
Home Delivery  OMR5 (Free for orders over OMR50)  5 to 7 working days

How can I pay for my purchases?

You can choose between various payment methods:

DEBIT OR CREDIT CARD

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

CASH ON DELIVERY

If you prefer to make payment when your order is delivered to your home address, select the Cash on delivery payment method and click on 'Confirm payment'.

STORE CREDIT

When available you can also use your Store Credit to pay for your purchases. Your current balance will be shown at the checkout.

Store credit will be issued when returning items paid cash on delivery.

I have returned an item paid Cash on delivery. How will I be refunded?

You will be authomatically refunded in store credit to later use it for your Mango.com purchases.

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 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 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.