Contact Form

IMPORTANT

If the purchase was made on another website, you must contact them through their platform using your order details to report the issue. If they are unable to assist you, please contact us again with their response and the purchase receipt so we can help you. 

IMPORTANT

If the purchase was made in a physical store, you should go to the store to report the issue. If they are unable to assist you, please contact us again with their response and the purchase receipt so we can help you.

Unfortunately, it is not possible to guarantee that the order can be stopped before it leaves our warehouse to be modified.

 

Please contact us as soon as possible by phone or WhatsApp during our customer service hours:

 

Where can I track my order?

If the purchase was made on our website, you can check the tracking of your order by accessing it from your account or from the "Check order or return" section. 

To do this, you should hover over the person icon at the top right of the screen or click HERE.

Once there, enter your order number and the email address used for the purchase in the "check order" section.

 

The system will find your order and all the information will appear, including the "Track your Order" button, which will appear once the shipping company picks it up and registers it.

 

If you have more questions, please let us know below.

How can I return my order?

If the purchase was made on our website, you can request a return as long as it is available. 

To do this, you should click on the person icon at the top right of the screen or click HERE.

Once there, enter your order number and the email address used for the purchase in the "check order" section.

 

The system will find your order and all the information and options to request an Exchange or Return will appear if available. 

A few minutes after requesting the return, you will receive an email with instructions to complete the process. (Remember to check your spam or junk mail folder)

 

What will you receive in the email?

You will receive a SEUR link to request a home pickup or to drop it off at a pick-up point. Remember that if you wish to drop it off at a pick-up point, you must present the QR code generated after filling out the request form.

Important:

To download our identification label, you must access your return by clicking HERE and entering the return number (the original order number followed by "-1") and the email you used (for example: MU123456-1). 

Once we receive the shipment, we will verify that everything is correct and process the refund within 15 business days.

Product Information

On our website, in addition to information on the availability and description of our products, you can find more information related to measurements, height, and materials.

Just below the description, you will find the tab: "Details", click on it and the rest of the information will open: 

 

 

If you have more questions, please let us know below.

Store Locator

If you're browsing our website and can't find the size or model you're looking for, you can use our "Store Locator". By entering the model reference and your postal code, you can see if any of our partners have it in their physical store near your location. 

To use it, just below the product you're viewing, you'll see a button that says: "Click here to find your MTNG": 

 

 

Or, if you have the reference number, you can click HERE to enter it and see the information. 

 

Important: 

We recommend that you call the store you choose first, as they may not have stock of the model or size you need. 

 

If you have more questions, please let us know below.

 

How to Shop Online?

 

Go to www.mtngshoes.com and click on the item you like the most. If you're not sure what you want to buy, you can use the search bar at the top of the website to quickly find what you're looking for. When you click on an item, you'll enter the product page with several photos and its description. Select the desired color and size and click "Add to Cart".

Add the items you want to your cart and click "Place Order". Don't wait too long, as items may sell out even if they are in your cart. Log in and choose the address where you want us to send your order. Then, select the payment method and click "Place Order".

You don't need to be registered to shop, but if you register, you can save your details and speed up the process for your future purchases. You will receive a confirmation email with the details of your purchase. Track your order status through our website, and if you have any questions, contact us so we can clarify them. 

 

More information related to shopping online: 

 
How can I pay for my purchase?

You can pay for your purchase using Visa, Visa Electron, MasterCard, PayPal, and Bizum credit and debit cards. If your card is American Express, we recommend using PayPal as the payment method.

Payments can only be made in Euros (€). Credit or debit card payments will be processed online in real-time using a secure method connected to leading financial institutions.

At no point will www.mtngshoes.com host or store any bank card data. Remember that your debit or credit card must be operational, valid, and enabled for secure online payments, as well as having the security data or codes required by your bank.

If you have any questions about these conditions, please contact your bank. If you wish to request an invoice, you can check the "I need an invoice" box when placing the order. You will need to provide complete billing information, including your business name and ID (DNI/CIF).
 

Do I need to register to shop online?

No, at mtngshoes you can shop as a guest, but we recommend registering your account to better track your order and speed up the process for your future purchases.

How do I register?

Don't have an account? Registering is very easy and quick. Click HERE and select the "Create Account" tab.

How can I update my information?

Log in to your account with your associated email address. There you can modify 'My addresses', 'Profile', 'Password', and 'Newsletter'.

 


How can I recover my password?
 


Click on the 'Forgot password?' option that you'll find in the login section and enter the email address associated with your account. We will send you an email with a link where you can manage the change.

If you don't receive it, check your Spam or Junk folder.

 

What sizes are shown on the website? 

All sizes shown on the website are European continental sizes. The size guide is for reference, and the measurements are approximate. These may vary depending on the model, so we cannot guarantee that the product's measurements correspond to the size. The measurements indicated in the size guide refer to foot measurement and not shoe dimension.

How to complete the process of a requested exchange?

 

To complete your exchange process, once requested on our website, you must follow these steps:

• Print the return label, which you can find in the exchange order, and stick it on the outside of the box. If the package does not have this label, the warehouse will discard it, and we will not be able to locate your returned order.

• To access the exchange order, you should hover over the person icon at the top right of the screen or click HERE.

• Once there, enter your exchange number (the original order number followed by "-1": example: MU123456-1) and the email address used for the purchase in the "check order" section. 

  

• Once inside, a link to the exchange label will appear (when available).

• Prepare the package and have it ready because when the courier 🚛 brings you the second pair, they will pick up the one you want to exchange, so we need it to be well packaged.

 

IMPORTANT:

Check your email's Spam or Junk folder, as important information regarding your order's exchange may be received there. 

 

If you have more questions, please let us know below.

 

How to complete the process of an already requested return?

 

To complete your return process, once requested on our website, you must follow these steps:

• Print the return label, which you can find in the exchange order, and stick it on the outside of the box. If the package does not have this label, the warehouse will discard it, and we will not be able to locate your returned order.

• To access your return, you should hover over the person icon at the top right of the screen or click HERE.

• Once there, enter your return number (the original order number followed by "-1": example: MU123456-1) and the email address used for the purchase in the "check order" section. 

   

 

• Once inside, a link to the exchange label will appear (when available).

• Click on the link that you received by email when you made the return request and fill in the empty fields with your details to organize the return of the package and generate the shipping company's label or the QR code in case you choose to drop it off at a nearby pick-up point.

 

IMPORTANT:

Check your email's Spam or Junk folder, as important information regarding your order's return may be received there. 

 

If you have more questions, please let us know below.

 

Refunds

If you have requested a return through our website, and your package has been picked up by the courier company or delivered to a Pick Up point, you will receive an email from the courier company notifying you when the order is delivered to our warehouse. 

 

If your package had the correct labels, the refund may take up to 15 business days to be processed, as it must go through a process of identification and review of the items. If it did not have the correct labels or during Sales periods, this time could vary. 

 

Important: 

We recommend that you keep the information from the courier company regarding the return of the package, including the pickup number (which will start with REC......), as this number can be used to check with the courier company if there has been any delay, and to ensure that your package was picked up. 

 

If you have more questions, please let us know below.

 

 

What to do if you receive an incorrect or defective item?

 

 If you have received an item different from what you ordered or with a defect, you can access your account and request an exchange so we can resolve it as soon as possible. 

Remember to select the correct reason for the exchange. 

 

Below are the steps to make the exchange: 

 

How to make the exchange?

If the purchase was made on our website, you can register an exchange, provided there is stock, for a product of a different size or up to the same value as the item.

To do this, you should hover over the person icon at the top right of the screen or click HERE.

Once there, enter your exchange number (the original order number followed by "-1": example: MU123456-1) and the email address used for the purchase in the "check order" section.

The system will find your order, and "change the order" will appear at the bottom of the screen.

Note that for this button to be visible, the order must appear as delivered.

💡 Remember to clearly indicate the size, color, or product for which you want to make the exchange.

To complete your exchange process, you must follow these steps:

1️⃣ Print the return label and stick it on the outside of the box. If the package does not have this label, the warehouse will discard it, and we will not be able to locate your returned order.

2️⃣ Prepare the package and have it ready because when the courier 🚛 brings you the second pair, they will pick up the one you want to exchange, so we need it to be well packaged.

If you have more questions, please let us know below.

We're glad we could resolve your questions. 

 

Continue browsing on our website

 

Please provide more details about your inquiry and fill in the following fields so we can contact you:

IMPORTANT

If the purchase was made in a physical store, you must attach the purchase receipt so that we can find a solution as soon as possible. 

IMPORTANT

If the purchase was made on our website, you must provide the order number (Example: MU123456) so that we can find a solution as soon as possible. 

IMPORTANT

If the purchase was made on a different website, you will need to contact them through the same website where you made the purchase. 

 

How to make an exchange?

If the purchase was made on our website, you can register an exchange, provided there is stock, for a product of a different size or up to the same value as the item.

To do this, you need to hover over the person icon at the top right of the screen or click HERE.

Once there, enter your exchange number (the original order number followed by "-1": example: MU123456-1) and the email address used for the purchase in the "check order" section.

 

 

The system will find your order and "change the order" will appear at the bottom of the screen.

Please note that for this button to be visible, the order must appear as delivered.

💡 Remember to clearly indicate the size, color, or product for which you want to make the exchange.

To complete your exchange process, you must follow these steps:

1️⃣ Print the return label and stick it on the outside of the box. If the package does not have this label, the warehouse will discard it and we will not be able to locate your returned order.

2️⃣ Prepare the package and have it ready because when the courier 🚛 brings you the second pair, they will pick up the one you want to exchange, so we need it to be well packaged.

If you have more questions, please let us know below.