Help Center - FAQ
How can I contact customer service?
Email info@mendale.com, call +44 7366982361 or use our contact page. Our customer service is available Monday to Friday, 09:00–17:00 (GMT). We aim to respond to all inquiries within 24–48 hours.
Where do you ship to?
We currently ship to the United Kingdom only.
What are the shipping costs?
All UK orders are sent with Free Standard Tracked Shipping. The total amount shown at checkout is the amount you pay – no fees are added after checkout.
How long does delivery take?
Orders are processed within 1–3 business days (Monday to Friday) after your payment has been confirmed. Orders paid before 22:00 (GMT) start processing the same business day; orders placed on weekends or UK bank holidays are processed from the next business day. Orders are shipped from our international fulfilment centre and the shipping time is 6–9 business days (Monday to Friday) after dispatch, for an estimated total delivery time of 7–12 business days. Read our Shipping Policy.
How do I track my order?
As soon as your order has been dispatched, you will receive an email with your tracking number, the name of the carrier and a link to follow your parcel. It can take 24–48 hours before tracking information is updated. You can also use Track Your Order.
My order has not arrived. What should I do?
If your order has not arrived within the estimated delivery time, contact us and we will investigate with the carrier. If a parcel is marked as delivered but you have not received it, please contact the carrier first and then let us know.
Can I change or cancel my order?
Yes, as long as your order has not been dispatched yet. Please contact us at info@mendale.com as soon as possible with your order number. Once your order has been dispatched, it can no longer be changed or cancelled, but you can still return it within 30 days of delivery under our Return & Refund Policy.
How do I return an item?
You have 30 days after receiving your item to request a return. Email info@mendale.com or use our contact page with your order number and the item(s) you would like to return. Once your request is approved, you send the item(s) to our overseas returns address. Items sent back without first requesting a return will not be accepted.
Where do I send my return?
Approved returns are sent to our overseas returns address: Returns Department, 3rd Floor, Building 3, No. 55 Yifeng Road, Xiasha Street, Qiantang District, Hangzhou, Zhejiang, China (phone +86 18106542651). Please do not send returns to our company address in the Netherlands. See our Return & Refund Policy.
What are the return conditions?
The item must be unworn and unused, in the same condition as you received it, and in its original packaging. Items that have been worn outdoors or show signs of use, items without their original packaging, and gift cards cannot be returned.
Who pays for return shipping?
For change-of-mind returns, the return shipping costs are paid by the customer. If your item arrived damaged, defective or incorrect, the return is free of charge and we will send you a replacement or a full refund.
I received a damaged or incorrect item. What now?
Please inspect your order upon arrival. Contact us within 30 days of delivery with your order number and photos of the item and packaging, so we can evaluate the issue.
When will I receive my refund?
Once we have received and inspected your return, we will let you know whether the refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need some extra time to process it.
Can I exchange an item?
To get a different size or colour, return the item you have and, once the return is accepted, place a separate order for the new item.
Which size should I choose?
Sizing can differ per item and style, so please check the size chart and measurements on the product page before ordering. The easiest way is to compare them with a similar garment you already own and that fits you well. If you are between sizes, we recommend choosing the larger size, especially for coats and knitwear you plan to layer. Not sure? Email info@mendale.com with the item and your measurements and we will help you choose.
Which payment methods do you accept?
We accept Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay and Shop Pay. All transactions are SSL-encrypted. Your payment is charged when you place your order. See our Payment Policy.
Are prices shown including VAT?
Yes. All prices are shown in GBP (British pound sterling) and include VAT where applicable.