MONGREL | Customer Services and Information

The boring but important page

Below are FAQ's to answer most customer problems.
If you have any further questions, concerns or comments please contact us
or telephone +44(0)1686 629298 - phones are open Monday - Friday 9am -5pm GMT

What payment methods do Mongrel accept?

Can I order over the telephone?

What happens if I need to change my order?

What should I do if I'm having trouble ordering online?

What should I do if my order has been delivered and is wrong?

How will my purchase be delivered?

What about Customs Duties?

How do I return an order?

What should I do if my order has not arrived?

What payment methods do Mongrel accept?

We accept all major credit and debit cards including:

Visa
Visa Electron
MasterCard
Delta
Solo
Maestro
American Express
JCB
PayPal

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Can I order over the telephone?

Yes, you can order over the phone. Telephone: +44(0)1686 629298 and we will be happy to take your order.

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What happens if I need to change my order?

If for any reason you need to change your order please contact us or tel: +44(0)1686 629298 between 9am-5pm GMT.
As long as your order has not been dispatched it will be possible to change your order. If your order has already been dispatched,
please wait until it arrives. If you still wish to change any items please use the returns sticker that comes with your receipt.
For more details on returns click here. Please make sure you have all your order reference details at hand so we can find your order easily.

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What should I do if I'm having trouble ordering online?

If for any reason you are having trouble placing an order. Please contact us or telephone: +44(0)1686 629298 between 9am-5pm GMT
and we will be happy to help deal directly with your issue.

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What should I do if my order has been delivered and is wrong?

If you have noticed that we have made a mistake with your order,
please contact us or telephone: +44(0)1686 629298 between 9am-5pm GMT, and we will look into it.
Please include your order reference at all times when contacting customer services.
Mistakes do happen, we're only human. We will do our best to fix them as soon as possible.

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How will my purchase be delivered?

For all information on delivery please click here

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What about Customs Duties?

We are not responsible for Customs Duties that may be charged on International Orders. You should contact your local customs office
before you order to check Customs Duties and Personal Allowances.

European Union (EU) & European Free Trade Area (EFTA), there are no Customs duties levied for dispatches to these addresses.

USA: Any orders valued over the Import Allowance $100 per person (or $200 for couple living at same address) will have Duties levied on the value.

Rest Of the World: Customs Regulations vary so please check before ordering to avoid disappointment.

Different countries have their own goods import procedures and these can vary significantly. US customs do require, at times, further
details of an order such as manufacturer details/IRS numbers. If you have an order in customs,
please contact us or tel: +44(0)1686 629298 quoting your reference no. and we will help you resolve the matter as fast as possible.

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How do I return an order?

You may return or exchange any purchased item (excluding sale items) for purchases within the UK and Worldwide. If you would like to
return or exchange an item please contact us or tel: +44(0)1686 629298 within 7 days of purchase date and return the item(s) within
7 days of receipt.

Please note the reason for your return or exchange and include details of items purchased, any order/transaction ID and your name
and address and and contact telephone number. If you would like to exchange colour, size or style please make this clear in the email.

Address:

Mongrel Returns
P.O. Box 44
Newtown
Powys
SY16 1WD

To return or exchange an item(s), please include the packing slip that you received with your parcel. Mongrel strongly suggests that
you use a registered mail service such as Royal Mail 1st Class Recorded™ so you can track the package and it will be insured if lost.
Mongrel will not be held responsible for any packages returned that have not been received by us, if no tracking system was used on the package.

Mongrel is not responsible for any item’s returned or exchanged that are not returned new, unwashed and in unworn condition.
We will not accept the return or exchange of item(s) if Mongrel considers them used. Upon receipt of an order,
if any item has been delivered with no tags, you should notify us by email on the same day.
We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of
any original packaging.

Returned item(s) refunds will be processed within 7-14 days of receipt and clearance of goods via your method of payment.

In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the
time of purchase and any shipping costs incurred. Please note that refunds to a Paypal account can take up to 30 days and are subject to
Paypal refund regulations.

Mongrel credit notes are valid for 6 months from the date of issue and can be redeemed only on the Mongrel web store.
If you want to purchase from the site with your Credit Note instructions will be shown on the payment pages.
Alternatively you can telephone your order through to us quoting your unique code.

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What should I do if my order has not arrived?

If you have not received your order within the delivery times shown below:

UK: 1 - 3 days

Europe: 3 - 5 days

Worldwide: 3 - 10 days

Please contact us or telephone: +44(0)1686 629298 phones are open Monday - Friday 9am -5pm GMT
Please make sure you have your reference no. at hand and we will help you resolve the matter as fast as possible.

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Telephone orders: +44(0)1686 629 298

Mongrel accept all major credit cards Mongrel also accept PayPal