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Frequently Asked Questions
Find our most asked questions, in case you can't find what you're looking for, please directly contact us
- 01Register at Akin Start enjoying numerous benefits: Save time on your future purchases by not having to enter your details every time. Query the status of your orders at any time. Check the history of your purchases. Like a garment and don’t want to lose sight of it? Add it to your Wishlist! To avoid having to identify yourself every time you enter Mango.com, activate the ‘Remember me’ option. Update or modify the Newsletters receive through by e-mail Tell us the type of news (exclusive promotions, latest lookbooks, new collections, etc.) you would like to receive by e-mail. To do so, go to the Suscriptions section in My account and select the brand(s) that interest you. You can modify your preferences whenever you like. Bear in mind that we need 48 hours for the change to become effective. Adding an item to the 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. Modify my details You can change your password, address and telephone number at any time. To do so, consult My details section in My Account. I’ve forgotten my password If you cannot remember your password, you can recover it easily in the Sign in section. Simply enter your e-mail address and we will send you a message with a link that will allow you to create a new password. Cancel my account To cancel your registration, go to My details in the My account section. Remember, if you cancel your account, your order history will be permanently deleted.
- 02What should I do if I still have not received my order? If your purchase has not arrived by the delivery date, check your e-mail as it is likely that you have received an e-mail informing you that the order has left our warehouse. If you have selected home delivery, you can query the status of your order at any time in My purchases section. If you still do not have an account, enter your e-mail address and order number to access the order page. Bear in mind that during sale periods and promotions, delivery dates may be longer What should I do if the items received are incorrect or are defective? 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 purchases section, select the order and print the 'Returns Form'. If you still do not have an account, enter your e-mail address and order number to access the order page. Consult the different return options at the Exchanges and returns section. What should I do if I have not received all the items in my order? 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.
- 03What delivery options do I have? You can choose between Standard Home Delivery, Standard Pickup Location and Express Home Delivery: Standard Home Delivery (£6 / Free over £100, 2-3 days): We will deliver your purchase within 2-3 working days after receiving your order confirmation. Standard Pickup Location (£6 / Free over £100, 2-3 days): We will deliver your purchase within 2-3 working days after receiving your order confirmation. Select Standard PickUp Location as delivery option in the checkout and search for a convenient Parcel Shop by entering a postcode. If you nominate someone else to pick up the parcel on your behalf, they must bring your ID and the Pick-up code as well as their own ID. Express Home Delivery (£15, 1-2 days): We also offer a next working day delivery for orders placed before 5:30 p.m. Monday to Friday and before 9:30 a.m. on Saturday. Orders placed after this will be delivered within two working days. This excludes Saturday, Sunday and Public Holidays. How Can I track my orders? As soon as we start packing your order we will send you a shipment confirmation email with the delivery information and a link to track your order online. Please note, that it can take some days before the tracking information is uploaded. You will also be able to track your order under ‘Orders’ when you log in at My Account.
- 04I haven’t received my return confirmation email, have you received my return? We’ll confirm your return by email within one working day of your parcel arriving. If your return arrives with us over a weekend, you can expect to receive your email the following Monday. Please check your junk mail folder just in case your email has landed there. If you need to check the status of a return with us directly, please click the help button on screen to contact us. Can I exchange my order? Unfortunately, we are unable to offer an exchange service. Please simply return the product you wish to exchange following the return procedure above for a full refund, and then place a new order for the items that you would prefer. I no longer have my pre-paid UK return label, can I have another one? Yes, just click the help button on screen to contact us. Let us know your order number and we can email you another label which you can print. What happens if I return to you more than 14 days after receiving my order? When we receive a returned product, our return handlers check the parcel to validate the return was despatched within 14 days of receipt. If a return has been despatched more than 14 days after receipt, it does not qualify for a refund.
Size Guide
CLOTHING
Register at Akin
Start enjoying numerous benefits: Save time on your future purchases by not having to enter your details every time. Query the status of your orders at any time. Check the history of your purchases. Like a garment and don’t want to lose sight of it? Add it to your Wishlist! To avoid having to identify yourself every time you enter Mango.com, activate the ‘Remember me’ option.
Update or modify the Newsletters receive through by e-mail
Tell us the type of news (exclusive promotions, latest lookbooks, new collections, etc.) you would like to receive by e-mail. To do so, go to the Suscriptions section in My account and select the brand(s) that interest you. You can modify your preferences whenever you like. Bear in mind that we need 48 hours for the change to become effective.
Adding an item to the 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. Modify my details You can change your password, address and telephone number at any time. To do so, consult My details section in My Account.
I’ve forgotten my password
If you cannot remember your password, you can recover it easily in the Sign in section. Simply enter your e-mail address and we will send you a message with a link that will allow you to create a new password.
Cancel my account
To cancel your registration, go to My details in the My account section. Remember, if you cancel your account, your order history will be permanently deleted.
What should I do if I still have not received my order?
If your purchase has not arrived by the delivery date, check your e-mail as it is likely that you have received an e-mail informing you that the order has left our warehouse.
If you have selected home delivery, you can query the status of your order at any time in My purchases section. If you still do not have an account, enter your e-mail address and order number to access the order page. Bear in mind that during sale periods and promotions, delivery dates may be longer
What should I do if the items received are incorrect or are defective?
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 purchases section, select the order and print the 'Returns Form'. If you still do not have an account, enter your e-mail address and order number to access the order page. Consult the different return options at the Exchanges and returns section.
What should I do if I have not received all the items in my order?
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.
What delivery options do I have?
You can choose between Standard Home Delivery, Standard Pickup Location and Express Home Delivery:
Standard Home Delivery (£6 / Free over £100, 2-3 days):
We will deliver your purchase within 2-3 working days after receiving your order confirmation.
Standard Pickup Location (£6 / Free over £100, 2-3 days):
We will deliver your purchase within 2-3 working days after receiving your order confirmation. Select Standard PickUp Location as delivery option in the checkout and search for a convenient Parcel Shop by entering a postcode. If you nominate someone else to pick up the parcel on your behalf, they must bring your ID and the Pick-up code as well as their own ID.
Express Home Delivery (£15, 1-2 days):
We also offer a next working day delivery for orders placed before 5:30 p.m. Monday to Friday and before 9:30 a.m. on Saturday. Orders placed after this will be delivered within two working days. This excludes Saturday, Sunday and Public Holidays.
How Can I track my orders?
As soon as we start packing your order we will send you a shipment confirmation email with the delivery information and a link to track your order online. Please note, that it can take some days before the tracking information is uploaded. You will also be able to track your order under ‘Orders’ when you log in at My Account.
I haven’t received my return confirmation email, have you received my return?
We’ll confirm your return by email within one working day of your parcel arriving. If your return arrives with us over a weekend, you can expect to receive your email the following Monday. Please check your junk mail folder just in case your email has landed there. If you need to check the status of a return with us directly, please click the help button on screen to contact us.
Can I exchange my order?
Unfortunately, we are unable to offer an exchange service. Please simply return the product you wish to exchange following the return procedure above for a full refund, and then place a new order for the items that you would prefer.
I no longer have my pre-paid UK return label, can I have another one?
Yes, just click the help button on screen to contact us. Let us know your order number and we can email you another label which you can print.
What happens if I return to you more than 14 days after receiving my order?
When we receive a returned product, our return handlers check the parcel to validate the return was despatched within 14 days of receipt. If a return has been despatched more than 14 days after receipt, it does not qualify for a refund.
FOOTWEAR
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