FAQ
How can I contact Customer Service?
You can contact us at customerservice@mantraofficial.com We aim to respond to all general enquiries within one working week. During peak times such as new product launches, Black Friday or Christmas it can be a little longer but rest assured, we will get back to you as soon as we possibly can. We have an automatic reply set up so that if your query relates to a return, you will receive the instructions straight away.
Can I purchase Gift Cards online?
Our E-Gift Card is delivered instantaneously to your inbox. It’s the perfect last-minute gift. If you'd like to purchase a gift card click here.
Are the items in my cart reserved?
Adding items to your cart does not reserve the stock. Your items will only be secured once you have completed checkout.
How do I make sure I am purchasing the right size if purchasing footwear?
We know how hard it can be to purchase shoes online and we want to ensure that you select the correct size for you.
All sizes on the website are shown in UK & European Sizing.
If you do make a purchase but aren’t sure it is the right size for you, we recommend trying your new shoes on a soft surface (like carpet), before wearing outdoors. We have a 14 day return policy for instances where the items do not fit or are not suitable, and we use the DPD returns portal within Ireland.
Can I amend my order?
When you have confirmed your order, it is unfortunately not possible for us to be able to amend or cancel an order, so we advise you to pay close attention to your order at checkout. Our warehouse works really efficiently in real time to fulfill and dispatch orders and this is why it is not possible to amend or cancel.
I’ve received my order and changed my mind, can I return the order?
Yes, you can return your order within 14 days of the date you received your parcel. After this time, unfortunately we cannot offer you a refund or exchange unless a product is faulty.
Before you decide to make a return, we would like you to know that we will only accept returns for the pieces that are in a new, unused and saleable condition, in the original packaging. All shoes must have no scratches on the soles or marks on the shoe box, and must be sent back to us in the same condition they were received. Accessories should also be unworn and with all original pieces of protective packaging & tags. For footwear, we recommend trying on your new shoes on a clean, soft surface (like carpet) before wearing outdoors. Our team will check for wear and tear when we receive a returned item, and you will only qualify for a return or exchange after the returned items have passed these checks.
I’ve received my order and the size doesn’t fit me, can I exchange?
We do not offer exchanges at this time. You will need to return your item and make a new order for the correct size / style you would like to receive.
I think my order is faulty – what do I do?
If you believe you have received a faulty item then please make contact with us immediately. Faulty items are items that are received damaged, or when a manufacturing fault occurs. E-mail us on customerservice@mantraofficial.com and we will assist in finding a resolution as quickly as we can.
My shoe box was damaged when it arrived - why?
The purpose of the box is to protect your gorgeous new shoes. On it's journey to you we hope it is handled with care but we cannot guarantee this unfortunately. Our priority is to ensure your shoes arrive in pristine condition.
How do I return an order?
To commence the return your order please email us on customerservice@mantraofficial.com stating your order number in the subject box. A member of our team will contact you to start your returns process. Please note that you will be responsible for the cost of returning your item. Shipping costs are non-refundable. If you receive a refund because an item is faulty or damaged, the cost of the shipping will be returned to you. All returned items must be in the same condition they were received.
I have an enquiry that is not covered on this FAQ, how can I get in touch?
You can contact us at customerservice@mantraofficial.com
Where are your products manufactured?
The country of origin of products is stated on the online product description and if it is not, please email us on customerservice@mantraofficial.com and we will be happy to advise.
Do you ship internationally?
Yes, we ship to many countries worldwide. Find the countries we ship to & rates here: https://mantraofficial.com/pages/shipping-delivery
We hope we have covered a lot of queries here but of course if you have any other questions please don't hesitate to get in touch.