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FAQ

Latest version: 30/03/2020

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.

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 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.

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 should send the garment to the following address:

MANGO RETURNS c/o ROSAN-GLOBAL
Zelena street, 147
Lviv
Lviv Region
79035

We recommend sending the package by registered mail.

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

+ 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?

The delivery dates and charges depend on the type of delivery. 

DELIVERY METHOD  DELIVERY COST  DELIVERY TIME
Standard  70 UAH (Free for orders over 990 UAH) 7 to 10 working days

How can I pay for my purchases?

You can choose between various payment methods:

DEBIT OR CREDIT CARD

Visa and 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 or when collecting it from a Pickpoint, 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 it is chosen as your preferred refund method when you return items paid cash on delivery.

You can also get your store credit transferred back into your bank account at any time by contacting our Customer Service.

You can also request a refund of your store credit balance in the 'Store Credit' section in My Account.

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

In such cases, we will need you to choose your preferred refund method. You can enjoy your credit today and use it for all your Mango.com purchases with Store credit.

If you prefer, you can also collect your refund in cash at any branch of PrivatBank within 3 working days.

Bear in mind that you will have 30 days to collect your your refund.

 

You can modify your refund preferences for your future orders anytime in the Refunds section in My Account.

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.