Terms and conditions

Latest version:

Introduction

Mango places at your disposal an online shopping service which will allow you to be some of the articles available in our stores from your device.In addition, you will be able to benefit from promotions, gifts and exclusive offers.Below, we invite you to review the general conditions of sale that regulate Mango products via the webpage www.mango.com (the “Webpage”) or the Mango mobile application (the “App”).Consequently, the use of this Webpage/App, wherever applicable, implies your acceptance of these general conditions of sale.However, if you have any queries regarding the same you may contact our Customer Services department.

Our data

The following conditions regulate the sale of products featured on this Webpage/App by the company:

PUNTO FA, S.L. (hereinafter, “Mango”), located at Calle Mercaders 9-11& (Polígono Industrial Riera de Caldes), C.P.08184 Palau-solità i Plegamans (Barcelona, Spain).Recorded in the Companies Register of Barcelona under Volume 11,195, Folio 156, Sheet B-167,948 and holding VAT numberHR 76982174256.

Contract

Availability of the service

By placing an order on the Website/App, you guarantee that you are 18 years old or over. The products offered are distributed in the following member states of the European Union:Austria, Belgium, Bulgaria, Croatia, Cyprus (southern area), Czech Republic, Denmark, Estonia, Finland, France (metropolitan area), Germany, Greece, Hungary, Ireland, Italy (except San Marino, Livigno, Campione, Vatican City and Italian waters of Lake Lugano), Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (including the Canary Islands, Ceuta and Melilla), Sweden and the United Kingdom.Our products are also distributed in the following countries:Albania, Andorra, Aruba, Australia, Bahrain, Bosnia-Herzegovina, Canada, Channel Islands, China, Colombia, Costa Rica, Curaçao, Egypt, French Guyana, Guadeloupe, Guatemala, Hong Kong, India, Indonesia, Iceland, Jordan, Kazakhstan, Kuwait, Lebanon, Liechtenstein, Macao, Malaysia, Maldives, Martinique, Mexico, Monaco, Nicaragua, Norway, Qatar, Oman, Panama, Philippines, Russia, Salvador, Saudi Arabia, Serbia, Singapore, South Africa, South Korea, Switzerland, Turkey, United Arab Emirates, United States, Uzbekistan.

You may purchase from the country of your choice but we are only able to send your order to addresses located in the chosen country.The delivery methods, conditions of sale and delivery points will be updated when you change the country.

Information about the products

The items offered on the Webpage/App are a selection of products from the Women’s, Men’s and Children’s collections and meet the same quality requirements and guarantee as the products on sale at MANGO stores.

You hereby acknowledge Mango’s full ownership in relation to each and every intellectual property right over the products, materials or contents featured on our Webpage/App.

Each product features the following details:

Name of the article

Photo of the article

Description of the article

Available sizes and colours*

Composition

Wash and care instructions

Price (in the corresponding currency)

*Mango has made every effort to display the colours of the items as realistically as possible.However, the colour of the garments that appear on the screen of your device may be subject to changes depending on the quality or type of the same.Therefore, Mango cannot guarantee that the colours that appear on your screen are a true representation of the actual colours.

Furthermore, the characteristics of the natural materials used in the manufacture of some Mango products may present variations in texture and colour.Such variations should not be considered defects or flaws.

Special offers, promotions or discounts will be valid until the indicated date or while stocks last.

Similarly, Mango makes every effort to ensure that the information contained on the Webpage/App is complete, accurate and correct.In the event of any error, Mango will proceed to correct it.

Purchase procedure

  1. Select the articles you wish to purchase and add them to the shopping basket, by clicking on the corresponding icon.
  2. The shopping basket contains the reference of the selected item, its name, size, colour and price in the corresponding country (including taxes).The quoted price does not include transport costs, which will vary according to the delivery method selected.
  3. To proceed with the purchase, the customer’s personal data will be required and will be included on our database in order to process the order and simplify future purchases via the Webpage/App.The personal details provided by customers will be treated in accordance with our Privacy Policy. Customer may, at any moment, access the personal data they have provided and information on the orders they have placed.Mango reminds customer that their personal data must be as accurate as possible in order to avoid any confusion or errors in the dispatch of the item(s) purchased. In addition, the customer, if expressly so request, will receive personalised commercial notifications adapted to his/her profile by e-mail and/or SMS.
  4. Before the order is placed, the customer will be provided with an itemised summary of the order, identifying the item(s) added to the shopping basket, the total price (including transport and taxes) and the order delivery details, in order for the customer to confirm this by clicking on the 'Confirm payment' button. If you detect any error in your order before confirming payment, you can modify any detail in the order by clicking on the ‘Edit’ or ‘Delete’ button.If you detect any error in your order after payment has been confirmed, please contact our Customer Services department.Once the order has been confirmed, the order number will be displayed on the Webpage/App, allowing the customer to track the order from their device at any moment.An e-mail will also be sent to the address indicated by the customer, to confirm reception of the order, with a description of the same and the personal data provided by the customer.If you do not receive this e-mail, this could be due to a temporary communications problem in the network or an error in the e-mail address entered.In both cases, Mango advises the customer to contact Customer Services department.
  5. Reception of the aforementioned reception of the order does not imply acceptance of the order by Mango.The customer’s order constitutes an offer to Mango to purchase the product(s).All orders are subject to acceptance of the same by Mango.Mango is not obliged to accept the order and may, at its discretion, refuse to accept it.The customer, however, acknowledges that when they click on the “Confirm payment” button, they acquire the obligation to pay for the product(s) when Mango accepts the order.Therefore, when Mango accepts the order it will notify the customer via a new e-mail message, confirming that the order has been dispatched or, wherever applicable, that it is ready for collection (“Confirmation”).Notwithstanding the content of point 3.5. below, the contract between the customer and Mango in relation to the requested product(s) will be deemed effective when Mango sends the customer its Confirmation.

The Contract will cover solely the product(s) stated in the Confirmation.Mango will not be obliged to supply any other product(s) which has not been confirmed.

Availability of products

All orders are subject to the availability of the products.If at the time of issuing the order, Mango detects stock shortages in its warehouses of any of the products included in the order, Mango will try to locate the product by adopting any other means available to it.If said availability is not possible, the customer will be notified immediately.In addition, the amount charged for the unsent item will be refunded to the customer in the days that follow, using the same payment method used to purchase the item.

Right to refusal/cancellation of an order

Mango may cancel or refuse to accept any Confirmed order on the following grounds:

  1. In the event of a technical and/or typing error in the prices or other details of products contained on the Webpage/App when the order was placed.
  2. Due to a lack of availability, as described in point 3.4. above.
  3. When the security systems indicate that the order may be fraudulent.
  4. When they are grounds that indicate that the customer is a minor.
  5. If Mango was unable to deliver the order to the address provided by the customer.
  6. If there are computer attacks, viruses or any other event beyond Mango’s reasonable control (force majeure).

In such situations Mango will fully reimburse any sums that have been paid according to paragraph VI below.

Price and payment

Payment and currency

The prices on this Webpage/App are quoted in euros. The customer may purchase from the country of their choice.If, during the purchasing process, the customer changes the delivery location and the destination country is modified, the prices and availability of the items displayed in the final order summary will be updated.

The prices of the products may change at any moment, although any possible changes will not affect the orders for which Mango has sent the customer its confirmation.

Value Added Tax

All prices of products listed on this Web Page/App include VAT at the rate in force in the Member State in which the goods are delivered.

If the purchaser is liable for VAT in an EU Member State, it may be possible to apply the “reverse charge” mechanism subject to fulfilment of the requirements established in the legislation.

Invoicing

The customer expressly consents to the issue of the invoice in electronic format. If the customer wishes to receive a paper invoice, they can request this at any time by contacting our Customer Service.

Payment methods

Mango will only accept payments made by credit or debit card.

Payment by credit or debit card

Mango accepts payments for purchases made via the Webpage/App with the following credit or debit cards:Visa, Visa Electron, MasterCard and American Express.For payments by credit or debit card, the charge will be made online, in other words, in real time, through the payment gateway of the corresponding financial entity, once it has been confirmed that the data sent by the customer is correct.

Payment with Mango Card

Payments with the Mango Card are only possible for cardholders and beneficiaries of the card.For each online purchase, the customer can choose the most convenient payment method according to the commercial terms and conditions offered.

Payment security

In order to offer maximum security in the payment system, Mango uses the secure payment systems of the leading financial entities in e-commerce.Therefore, all confidential data is transferred directly and in an encrypted format (SSL) to the corresponding financial entity.For payment by Visa, Master Card and American Express, Mango only accepts SET transactions (Secure Electronic Transactions) including, if the case may be, the 3D Secure international protocol, which can be identified by the Verified by Visa, MasterCard SecureCode and American Express Safekey logos.The basic aim of the Secure Electronic Transactions initiative is to guarantee the security of Internet transactions. When you make payment through the secure payment gateway, the system will automatically check whether the credit card has been activated for Secure Electronic Transactions.Next, it will connect with the issuing bank of the card, which will request authorisation for the operation via a personal authentication code.The operation will only proceed if the issuing bank of the card confirms the authentication code.In all other cases, the transaction will be rejected.We also have the GeoTrust SSL safety certificate for online transactions.As a complementary measure to the ‘Secure payment’ system, and in order to collaborate in the prevention of Internet fraud, Mango reserves the right to check the personal data provided by customers and to take the appropriate steps (including the cancellation of the order) in order to ensure that goods are dispatched in accordance with the data that is stated on the order.

Purchase limit

It is not possible to make purchases for an amount that exceeds 1.500 € or for more than 40 items. Customers who wish to make purchases in excess of said amount or quantity for purposes other than resale should contact Customer Services department where they will be informed of the various options for making the desired purchase.

Delivery

The risk of the products shall be borne by the customer from the moment of delivery. The dispatch of the products purchased on the Webpage/App shall be effected through a courier company and delivered within the period indicated in the Webpage/App according to the selected delivery method and, in all cases, within a maximum deadline of 30 days counting from the reception of the Confirmation. Home delivery is free for orders over 50 € and charged at 4,95 € in the case of orders below this amount. They can also request Express 48h home delivery at a cost of HRK 95.

The Urgent 24h delivery service (available only in selected cities) with a delivery charge of 12,95 €. The Express 48 hour and Urgent 24 hour delivery services are not available during sale periods or special promotions (Services temporarily unavailable). Orders cannot be delivered to military bases or PO boxes.

The delivery charges may be altered at any time without prior notice. Said change will be applicable from the moment the modification is included in the present Conditions of Sale. In all cases, the delivery charges that appear at the moment the order is placed shall apply.

Online exchange and/or returns policy. Responsibility

Right of withdrawal from the purchase prescribed by law and/or to change the size

The customer has the right of withdrawal from the purchase and to return all the products and / or exchange their size (except for the products described in point 6.2.), without any justification, within the first fourteen (14) calendar days as of the day on which the consumer or a third party other than the carrier and indicated by the consumer acquires physical possession of the goods. In cases where the products that make up your confirmed order are dispatched separately, on different dates, for the purpose of returns the final date of reception of said products will apply. In this regard, all the payments received following the purchase will be reimbursed, including the shipping expenses (with the exception of additional expenses resulting from the using opting for a delivery method other than the least expensive option of standard delivery that we offer). The buyer is obliged to return the products as described below without undue delay, and in any case not later than 14 days from the day on which he has communicated his decision to withdraw from the contract to Mango.

Contractual right of withdrawal from the purchase and / or to change the size

Except for the right of withdrawal described above, the customer has the right to withdraw from the purchase and to return the product(s) acquired and/or change their size (except for the products described in point 6.2.) below, without any justification, within a deadline of thirty (30) calendar days, as of the day on which the consumer or a third party other than the carrier and indicated by the consumer acquires physical possession of the goods.. In cases where the products that make up your confirmed order are dispatched separately, on different dates, for the purpose of returns the final date of reception of said products will apply.In this regard, respectively in case the buyer notifies Mango on withdrawal after expiration of 14 calendar days, but within the aforementioned 30 calendar days, the buyer will only be reimbursed for the price paid for the product and not the delivery costs. The buyer is obliged to return the products as described below without undue delay, and in any case not later than 30 days from the day on which he has communicated his decision to withdraw from the contract to Mango.

If the customer decides to keep some articles and only partially cancel their order or return the products after fourteen (14) calendar days but within the aforementioned thirty (30) calendar days, they will only be reimbursed the price paid for the products and not the delivery costs.

To exercise the right to withdraw, the customer must inform us of their decision in the following manner:

1. By post, sending a letter to

MANGO RETURNS

C/ Torre de Cellers, 4

Pol. Ind. Can Volart

08150 Parets del Vallès

Barcelona (España)

2. By e-mail, to: contact@mango.com;

3. By telephone, calling (+34) 901 150 543;

4. By using the present form.

In any of the above cases, upon receipt of the notification from the buyer on exercising his right of withdrawal from the purchase, Mango will send an confirmation on receipt of the said notification via e-mail.

Exchange and/or returns conditions

The Customer has the right to withdraw from the purchase and return the product(s) purchased and/or exchange their size (except for the products described in clause 6.2. below), without the need for justification, within 30 calendar days from the dispatch date. If the products in their confirmed order are delivered separately, on different dates, the dispatch date of the last product shall apply for the purposes of the return.

Mango cannot accept exchanges or returns of used or damaged items (except in the case of flaws and/or defects). For reasons of hygiene, products with seals cannot be returned, for example underwear and swimwear articles whose protective label or device is not intact.

For reasons of hygiene, earrings cannot be exchanged or returned.

It is not possible to exchange one model for another: it is only possible to exchange it for a different size.To exchange one item for another, the customer must follow the refund procedure and make a new purchase.

All returns or exchange of purchased items must be carefully packaged and include a duly completed delivery note or returns form or exchange form.If you do not have said documents when making the return or exchange, the returns form may be downloaded by visiting the order breakdown page, in the My purchases section of the Webpage/App.

Items in the CAPSULE collection can be exchanged or returned within 14 days of the delivery date. These items cannot be exchanged or returned if they do not have the original labels on.

Store exchanges and/or returns

Products purchased on the Webpage/App are part of the collection of products on sale at physical stores of the Mango. Therefore, depending on the stock of the store in question, Mango offers you the possibility to exchange a product for another size or to return a product.All products may be returned to stores in Croatia that sell the collection being returned.In the case of refunds, you will be given a till receipt as proof of the return and a refund will be requested.

The details of the refund will be forwarded to our central offices in Palau-solità i Plegamans (Barcelona, Spain), from where the refund will be processed via the same payment method used to purchase the item.

For purchases made after 06/11/2023, items in the CAPSULE collection can be exchanged or returned within 14 days of the date of purchase.

Exchanges and/or returns with home collection service

Exchanges for another size or returns of items purchased on the Webpage/App may be carried out through the free home collection service Mango offers its customers.Customers wishing to exchange a garment for another size or return a garment using the home collection service should request this online in “Returns”, in the “My account” section.If you do not have an account, you should visit the My purchases section.Once the request has been confirmed, the courier will contact the customer to arrange a collection date and time.

Postal exchanges and/or returns

Exchanging a garment for another size or returning a garment is possible by post, at the following address:

MANGO RETURNS
C/ Torre de Cellers, 4
Pol. Ind. Can Volart
08150 Parets del Vallès
Barcelona (España)

In such cases, Mango recommends sending the return or exchanged by registered mail with acknowledgement of receipt.

The postage expenses of items being exchanged or returned shall be borne by the customer and under no circumstances will Mango accept returns sent carriage due.

Returns of orders placed in stores via Tablet devices

Orders placed via the iPad at physical stores of Mango may be returned to stores where the returned collection is sold.

Refunds

Once the products are received, Mango will ensure they are in good condition and, where this is the case, will dispatch the requested size in the case of an exchange or refund the purchase amount via the same payment method used in the purchase in the case of refunds.Once the condition of the returned product has been inspected, the customer will be notified by e-mail.The refund will may vary between 3 and 12 working days from the moment Mango became aware of the decision to withdraw.However, Mango many withhold the refund until the goods have been received, or until the customer has presented evidence of their return, whichever condition occurs first.

The reimbursement of the shipping expenses will be made after the refund of the products (as separate refund).To reimburse orders paid by bank transfer, the customer must provide Mango with an IBAN code, in order for the corresponding amount to be reimbursed.The IBAN code must belong to a bank in the country in which the order was dispatched.

Under no circumstances will the customer incur any financial expense as a consequence of the refund.

Refund of erroneous or defective products

In cases where Mango has sent a different product to the one ordered by mistake, or the quality of the dispatched product is not appropriate, or the product does not comply with what is stipulated in the contract, Mango, once it has verified the error or defect, will fully reimburse the amount of the returned product and the shipping expenses incurred, in addition to any other expenses the customer has incurred to return the defective product.

Whenever an erroneous or defective item is returned by ordinary post, Mango will refund the corresponding postage expenses provided the customer encloses a receipt of the return expenses in the parcel.

Warranties

To customers who make purchases as consumers, Mango offers warranties on the products marketed through the Website/Application for any non-conformities regarding the same that become apparent within a period of three (3) years from delivery of the product.

In the absence of proof to the contrary, it shall be presumed that any non-conformities that become apparent within two (2) years of delivery of the product already existed when the product was delivered.

Consequently, if any of the products do not conform to the contract, the customer should notify Mango by any of the communication methods set out below.

Gift cheque

Customers may purchase gift cheques solely via the Webpage/App and may only use them to purchase items on sale on said Webpage/App.When purchasing a gift cheque, customers cannot add any other item to the order and may only purchase one gift cheque per order.In order to process the purchase of a gift cheque, the following details of the person for whom it is intended will be requested:name, surname(s) and e-mail.These details will be used solely for the correct management of the gift cheque.Only one gift cheque may be used per order as a payment method and they cannot be used in conjunction with other promotional discounts.If the purchase amount is lower than the value of the gift cheque, the remaining balance will be available to the customer for future purchases.If the total purchase amount is greater than the value of the gift cheque, the remaining balance must be paid by the customer using the payment methods accepted on the Webpage/App.The exchanges and/or returns policy for orders paid for with gift cheques is the same as for all other orders placed on Webpage/App.The refundable amount will be credited to the balance of the gift cheque. The crediting of the gift voucher will take approximately 15 days from the date of the refund. Once the gift voucher has been credited, the user will be notified by e-mail of the new balance available.If part of the order has been paid for with a credit card, the refundable amount will first be credited to the credit card used, and the remainder of the refundable amount credited to the balance of the gift cheque.The balance of the gift cheque may be consulted at any moment via the “Gift Cheque” option.

Assignment and waiver of rights

The customer may not assign or transfer a contract or any of the rights and obligations derived from the same without having obtained the prior written consent of Mango.

No waiver on the part of Mango to a specific action derived from the present contract shall imply the waiver of other rights or actions, unless expressly notified in writing.

Right to modify the present conditions

Mango may modify the present conditions at any moment without, any under circumstances, the retroactive application of the same.

Contact

For any question, query, suggest or complaint, you may contact Mango via the following communication channels:

1. By post, sending a letter to MANGO, Dpto. de Atención al Cliente, calle Mercaders 9-11 Pol. Ind. Riera de Caldes, C.P. 08184 Palau-Solità i Plegamans (Barcelona, Spain);

2. By e-mail, to: contact@mango.com;

3. By telephone, calling Customer Services:(+34) 93 860 24 24. The office hours are from Monday to Friday, from 09.00 am to 09.00 pm (international call).

We inform you that the European Commission provides an online platform for resolving legal disputes, which is available at the following link: http://ec.europa.eu/consumers/odr/.Consumers may submit their claims via the aforementioned online platform for resolving legal disputes.

We remind you that you must not, under any circumstances, provide details of your payment cards via e-mail, fax or social media.

We remind you that you should not provide your card details via e-mail, fax or social networks. For more information, click here.