Returns & Exchanges

Return & Exchange Policy

 
Postal exchanges and/or returns

If customers are not satisfied with the item they have received, MANDO TRADE LTD. will allow them to exchange the item for another size within a thirty (14) day period, counting from the date of reception, provided that the item has not been used or damaged. Consequently, MANDO TRADE LTD. cannot accept exchanges or returns of used or damaged items (except in the case of flaws).

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

All returns of purchased items must be carefully packaged and include a duly completed delivery note or returns form.If you do not have said delivery note when making the exchange or return, you can download the returns form here.

Postal exchanges and/or returns

Exchanging a garment for another size or returning a garment is also possible by post. In such cases, MANDO TRADE LTD. recommends sending the return 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 MANDO TRADE LTD. accept returns sent carriage due.

Postal return

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

 
Consequences of withdrawal

In the case of withdrawal, we will refund the customer all the payments received after purchase, including the delivery expenses (with the exception of additional expenses arising from a decision by the customer to choose a delivery mode other than the least expensive ordinary delivery we offer) without undue delay and in all cases within 14 days of the date on which we are notified of the decision to withdraw from the present contract. We will process said refund using the same payment method used by the customer in the initial transaction, unless the customer has expressly stated otherwise. Under no circumstances will the customer incur any expense as a consequence of the refund.

We may withhold the refund until the goods have been received, or until the customer has presented evidence of their return, whichever condition occurs first.

The customer must return or deliver the goods directly without any undue delay and within 14 days of the date on which we are notified of the decision to withdraw from the contract. The deadline will be deemed complied with if the goods are returned before expiry of said deadline.

In order to proceed with the return of goods, customers can use the postal return service which MANDO TRADE LTD. places at their disposal, for which the customer will have to pay an additional sum.

For more information on the return conditions, please consult the Exchanges and returns section.

 
Refunds

Once the items are received, MANDO TRADE LTD. will ensure they are in good condition and 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.

The refund period may vary between 3 and 12 working days from reception of the return at the MANDO TRADE LTD. warehouses.

Once the condition of the returned items has been inspected, the customer will be notified by e-mail.The returned items will always be refunded via the same payment method used to purchase them.

In cases where MANDO TRADE LTD. has erroneously sent an item different to the one ordered or the quality of the item sent is not acceptable, MANDO TRADE LTD., once it has checked the error or defect, will refund the price of the returned item and the postage expenses.

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

Please note that the postage expenses will be reimbursed after the items are reimbursed.To refund orders paid cash on delivery the customer must provide MANDO TRADE LTD. with its bank details so that the corresponding amount can be refunded. The account number must belong to a bank in the country in which the order was delivered.

If product is on sale it is not possible to make a return but is possible exchange.

 
Complaints

MANDO TRADE LTD. is responsible for material deficiencies of products up to the moment of transfer of risks to the buyer, regardless of whether the material deficiency was known to theMANDO TRADE LTD. or not. Also, theMANDO TRADE LTD. is responsible for those material deficiencies that arose after the risk has been transferred to the buyer if they were a consequence of pre-existing causes. It is assumed that the deficiency that arose within 6 months after the risks were transferred to the buyer existed at the time of risk transfer, except in cases when theMANDO TRADE LTD. is able to prove otherwise, or the contrary is a consequence of the nature of the item or the nature of the deficiency.

The deficiency exists:

‒ if the item does not have features required for its regular use or operation,
‒ if the item does not have features and qualities that are explicitly or implicitly contracted, or stipulated,
‒ if the item does not have features necessary for a specific use that the buyer purchased it for, and this fact was known to the MANDO TRADE LTD. or it had to be known to the MANDO TRADE LTD.,

‒ if the MANDO TRADE LTD. delivered an item that is not equal to a sample or a model, except in cases when sample or a model were presented for informative purposes only,
‒ if the item does not poses features that otherwise exist with other items of the same kind, and those are the features that the buyer could reasonably expect to be present, in accordance with the nature of the item, especially taking into accounts all public statements given by the MANDO TRADE LTD., the manufacturer and their representatives about the item features (advertising, item labeling, etc.).

The consumer must inform the MANDO TRADE LTD. about the presence of any visible deficiencies within the period of two months after they discover such a deficiency, and within two years after the risk transfer to the customer at the latest.

When, upon the receipt of an item by the buyer, it turns out that the item has a deficiency that could not be discovered by usual inspection at the time of delivery, the buyer must, under threat of loss of their rights, inform the MANDO TRADE LTD. about such a deficiency within two months, counting from the date when the deficiency was discovered.

The MANDO TRADE LTD. is not responsible for deficiencies that arise more than two years after the item delivery. The rights of the buyer who informed the MANDO TRADE LTD. in a timely manner about the existence of such deficiencies expire after two years, starting from the date when such information was sent to the MANDO TRADE LTD., except in cases when the buyer was prevented from exercising their right because of the seller’s fraud.

When the existence of a material deficiency is established, the MANDO TRADE LTD. might have one of the following obligations, all in accordance with the Civil Obligations Act (Zakon o obveznim odnosima):

‒ removal of the deficiency,
‒ deliverance of another product without the deficiency,
‒ price discount,
‒ agreement termination.

Rights arising out of any material deficiency of an item are regulated by the Civil Obligations Act (Zakon o obveznim odnosima).

The consumer can send complaints, according to the provisions of Zakon o obveznim odnosima, by mail to MANDO TRADE LTD., Otona Kučere 60, 10 000 Zagreb, by e-mail to info@fashionqueens.eu, or personally at the premises of the Seller at the address MANDO TRADE LTD., Otona Kučere 60, 10 000 Zagreb.

By law, MANDO TRADE LTD. must reply to any customer complaint in written form within 15 days latest after the reception of the complaint.

In case of dispute, MANDO TRADE LTD. and the consumer will resolve the conflict peacefully, and if this is not possible, the Općinski građanski sud in Zagreb is the competent court, with the application of Croatian law. The dispute resolution is also possible at The Court of Honor of Croatian Chamber of Economy, or other meditation centers.

Consumer disputes can also be solves thorough ODR platform of the European Commission.

If a consumer does not agree to any stipulations of the pre-contractual information, or of the General Terms and Conditions, they are kindly asked not to use www.fashionqueens.eu website and not to conclude any sales agreement.

 
The unilateral agreement termination

The customer has the right to withdraw from the present contract within 14 calendar days without any need to give reasons.The withdrawal period expires 14 calendar days from the date of purchase. The right of withdrawal does not apply to underwear whose safety seal has been broken after dispatch.To exercise the right to withdraw, you must notify us of your decision to withdraw from the contract through an unequivocal declaration (for example, a letter or e-mail message).

‒ The unilateral agreement termination

The unilateral agreement termination form can also be downloaded here and sent online.

The acknowledgement of receipt of the unilateral agreement termination statement by the Seller will be sent to the consumer immediately by e-mail.

To refund orders paid cash on delivery the customer must provide MANDO TRADE LTD. with its bank details so that the corresponding amount can be refunded.

The account number must belong to a bank in the country in which the order was delivered.

‒ Online dispute resolution
By special regulation of the European Union, as of 15th February 2016 throughout the EU, online purchase disputes will be possible through the ODR platform that is accessible here.

This means that if you encounter a problem during an online purchase within the EU (defective product, inability to substitute products, etc.), you can submit your objection in a quicker and simpler way at the top link.

The platform can be used by consumers and merchants, and the complaint can be submitted to any of the 23 official EU languages.

This contact form is available only for logged in users.