Exchanges and Returns Policy and Legal Right of Withdrawal

Whenever you make a purchase at www.mtngshoes.com, you have a legal right of withdrawal which allows you to withdraw from the purchase contract, without stating any reason, within 14 calendar days from the day on which you received the product, as explained below.

Regardless of the right of withdrawal described above, MTNG’s returns policy allows you to return products if you are not satisfied with your purchase within thirty (30) days from the date of receipt of the product.

We explain everything below.
General conditions for exchanges and returns

NOTICE: Orders placed between 27/11/2025 and 19/12/2025 will have an extended return period and may be returned until 19/01/2026

In order to proceed with an exchange or return, the following requirements must be met:

o    The request must be made within thirty (30) calendar days from receipt of the product at the purchaser’s address.
o    For hygiene reasons, the product must not have been used and must be returned in the same condition in which it was received.
o    You must attach to the outside of your parcel the label that you will find once the request has been generated in the My exchanges and returns

Exchange Policy

We offer the first exchange free of charge, valid only in Mainland Spain. For orders from the Balearic Islands, the Canary Islands, Portugal and France, the Exchange service is not available. In these cases, you will need to process a return and place a new order.

Exchanges may be made provided that they are for the same model in any available size. 

If we do not have stock available or if you would like to exchange for another model, please contact us using this form and we will contact you to process the request. 
Exchanges for other models may be made provided they are of the same original price (non-discounted) or lower. Exchanges are subject to stock availability. 

How can I process an exchange?

1. Go to www.mtngshoes.com and locate your order in the Check order or return
2. Enter the order number and the email address used to make the purchase or return. You may also log in to your account to locate it.
3. The system will locate your order and the option "exchange the order" will appear at the bottom of it.
4. Please remember that the order must be marked as "delivered" in order to process the exchange.
5. Select the items you wish to exchange, choose a reason and write a brief comment regarding the reason for your exchange.
6. Click the “Process exchange” button. The message "Exchange completed!" will appear and you will see the details and status of your exchange request. 
7. A few minutes later, you will receive an email with the instructions to complete the exchange. Please remember to check your junk or spam folder. 
8. You must attach to the outside of your parcel the label that you will find in the My exchanges and returns. section. It may take around 30 minutes for the "download label" option to appear. 
9. We will send a courier to deliver your new item and collect the one you no longer want. Please make sure the parcel is ready for collection: properly packaged and with your request label attached to the outside of the parcel. 

 

How do I process a return?

1. Go to www.mtngshoes.com and locate your order in the Check order or return
2. Enter the order number and the email address used to make the purchase or return. You may also log in to your account to locate it.
3. The system will locate your order and the option "return the order" will appear at the bottom of it.
4. Please remember that the order must be marked as "delivered" in order to process the return.
5. Select the items you wish to return, choose a reason and write a brief comment regarding the reason for your return. 
6. Click the “Process return” button. The message "Return completed!" will appear and you will see the details and status of your return. 
7. A few minutes later, you will receive an email with the instructions to complete the return. Please remember to check your junk or spam folder. 
8. In the same email, to arrange collection, you must click on “click here”. This will take you to the courier company’s website where you can arrange collection and select whether you would prefer to take the parcel to one of their pick-up points or have it collected from your address. 
9. You must attach to the outside of your parcel the label that you will find in the My exchanges and returns section. It may take around 30 minutes for the "download label" option to appear.    
10. As soon as we receive the parcel at our facilities, we will proceed with the corresponding refund. 

*The courier company label is separate from our shipment label.
Please note: if you are sending several items, they may be combined into a single parcel, provided that the return labels we send you are attached to the outside of the parcel.

How do I process a return if I am sending from the Canary Islands?

Please contact our customer service team through this form and we will get in touch with you to process the return. 

How do I process a return if I am sending from Madeira or the Azores?

1. Go to www.mtngshoes.com and locate your order in the Check order or return
2. Enter the order number and the email address used to make the purchase or return. You may also log in to your account to locate it.
3. The system will locate your order and the option "return the order" will appear at the bottom of it.
4. Please remember that the order must be marked as "delivered" in order to process the return.
5. Select the items you wish to return, choose a reason and write a brief comment regarding the reason for your return. 
6. Click the “Process return”. button. The message "Return completed!" will appear and you will see the details and status of your return. 
7. Prepare your parcel. You must attach to the outside of your parcel the label that you will find in the My exchanges and returns section. It may take around 30 minutes for the "download label" option to appear.    
8. Go to the courier company of your choice and send the parcel to the address shown on the label. 
9. As soon as we receive the parcel at our facilities, we will proceed with the corresponding refund. 

What are the return costs?

In the following table, you will find the shipping costs for returning your order. This cost will be deducted from the refund amount:

Origin	Shipping cost	Shipping method
Spain (Mainland)	€4. This amount will be deducted from the final refund amount.	SEUR
Balearic Islands	€4. This amount will be deducted from the final refund amount.	SEUR
Canary Islands*	€9. This amount will be deducted from the final refund amount.	UPS
Portugal	€4. This amount will be deducted from the final refund amount.	SEUR
Madeira and the Azores	To be paid by the customer	Selected by the customer

*Customs charges must be added to the return costs where applicable.

 

How and when will I receive my refund?

Once your parcel has been received, the returned items will be checked and the refund will be processed. You will receive the amount using the same payment method used for your purchase within an estimated period of 7–15 days, depending on your bank.

Any applicable transport costs detailed above will be deducted from the refund amount for the returned item.

Has something not arrived correctly?

If you have received something different in your order or the item is defective, please contact us through this form indicating your order number and we will take care of everything.

Right of Withdrawal

Whenever you make a purchase at www.mtngshoes.com, you have a legal right of withdrawal.

Information regarding the exercise of the right of withdrawal

You have the right to withdraw from this purchase contract without giving any reason within 14 calendar days. Therefore, the withdrawal period will expire 14 calendar days from the day on which you or a third party indicated by you, other than the carrier, acquires physical possession of the purchased products.

In the event of delivery of multiple products ordered in the same order and delivered separately, the period shall run from the day on which you or a third party indicated by you, other than the carrier, acquires physical possession of the last item.

The products must be returned or handed over no later than 14 days from the date on which you notify us of your decision to withdraw from the contract. The deadline shall be deemed met if you return the products before the 14-day period has expired.

You may exercise your right either by following the steps indicated in our returns policy or by notifying us at 36 Severo Ochoa Street, Torrellano Business Park, 03203 Elche (Alicante), or through our contact form. You may use the withdrawal form template provided below, although its use is not mandatory. You may also complete and submit the withdrawal form or any other unequivocal statement online through the contact form on our website. If you submit the withdrawal notification online, we will send you an acknowledgement of receipt without undue delay (e.g. by email). In order to meet the withdrawal deadline, it is sufficient for the communication concerning the exercise of the right of withdrawal to be sent before the withdrawal period has expired.

Withdrawal Form

If you wish to withdraw from the purchase contract, you must clearly communicate your decision to us. To do so, you may complete and send us the following form:

I hereby give notice that I withdraw from our sales contract with order number              for the product              received at the address                                                                                  in the name of the consumer Mr/Mrs                                       on the date                .
Signature and date of withdrawal.

You may send the communication to MTNG EUROPE EXPERIENCE, SLU., whose postal address is 36 Severo Ochoa Street, 03203 Elche, for the attention of Customer Service Online, or through this contact form. 

Refund

In the event of withdrawal on your part, we will reimburse all payments received from you, minus the return shipping costs as detailed in our returns policy and, where applicable, any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us, without undue delay and, in any event, within 14 days from the date on which we are informed of your decision to withdraw from this contract.

The consumer shall only be liable for any diminished value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the goods. 

The refund will be made using the same payment method used for the initial transaction, unless expressly agreed otherwise.

We may withhold the refund until we have received the products and verified that they have been returned in the same condition in which they were sent, without improper use and in their original packaging.

Applicable Law

Spanish Law shall apply to these Terms and Conditions. Likewise, any conflict or dispute arising from this website shall be subject to Spanish law and courts.

Please note that we are not affiliated with any accredited entity for consumer dispute resolution, therefore any dispute resolution shall be carried out in accordance with the general rules of Spanish Law.