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Exchanges and returns

Latest version: 10/09/2021

Online purchases

    Free store return

    If you are not satisfied with an item, you have 60 days after receiving your order to exchange it for any size or request a refund. It’s very simple! 

    1. Find your nearest store

    Visit one of our stores in Slovakia that sells the collection you wish to exchange or return.

    2. Hand over the item you wish to exchange or return at the cash desk. You must bring the delivery note.

    You must also state on the delivery note the items you wish to return, or the new size.

    If you cannot find it, go to My purchases in 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 refund will be made using the same payment method used to purchase the item

    Bear in mind that if you return your items to a store, your return details will be sent to our central offices, where the refund will be processed using the same payment method used to purchase the item.

    Free home pick-up

    You have 60 days after receiving your order to exchange it for another size or 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 My purchases section and enter your e-mail address and order number. In the order detail, click on 'Request exchange or refund' to complete your request.

    Next, 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 whether you want to change the size or a refund and the corresponding articles.

    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, 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.

    In the case of returns, the refund will be made using the same payment method to purchase the item within 3 to 12 working days from the date we receive your parcel at our warehouse.

    Postal return

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

    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 it, go to My purchases in My Account section, select your order and print out the ‘Returns Form’. If you still have not registered, enter your e-mail address and order number.

    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, send it to the following address:

    FOR Log Berlin GmbH & Co. KG
    C/O MANGO
    Havellandstr. 6
    14656 Brieselang
    Germany

    3. Send the item

    To do so, go to the post office and send your parcel by registered mail with acknowledgement of receipt.

    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.

    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:

    • 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.
    • Items containing flammable substances (such as perfumes, body mist, etc.) can only be returned with the hazardous goods label and in the original packaging.
    • Fragrances and cosmetics can only be returned if they are still sealed and in their original packaging.

    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.

    Did you pay Cash on delivery or via Trustpay?  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.

    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.

    Refunds

    There are items that contain flammable substances to which transport restrictions apply, such as perfumes, body mist, etc.

    If you want to return an item of such characteristics, you must bear in mind that there are special transport requirements.

    It's very easy! Simply follow these steps to make the return:

    1- Use the same box in which the item arrived, as it already has the hazardous goods label.

    2- It is important that the product is returned in the original packaging and in the same conditions as it was sent.

    3 - If you are going to pack the item in a new box, it must contain the hazardous goods label printed and attached to the exterior:

    Download image

    4- Protect the item inside with paper or other padding material to prevent it from moving.

    5 - Follow the usual returns procedure.

    Remember that if you make a return without hazardous goods, you should remove this label from the box.

    Purchases in MANGO stores

      Returns

      MANGO will accept exchanges and refunds of unworn and unwashed garments within 30 days of the purchase date, 15 days during the sales period, on presentation of the original till receipt at the same store where the purchase was made.

      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.

      Items purchased with a Gift Voucher can only be exchanged.

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

      This guarantee is offered in addition to your statutory rights.

      Gift Vouchers available.

      Ask at the counter for our alterations price list.