How does returning work at Mentastore?
Where do I register my return? Returns always start via our return portal: https://www.mentastore.com/retour
What is the return period? You can return your online order within 14 days of receipt.
What are the return conditions?
- Sneakers: unworn and undamaged
- Clothing/accessories: unused and with original labels
- In-store purchases: not returnable online (unless stated otherwise)
Are there exceptions?
- Hygiene products
- Personalised/special orders
- Pop Mart & Pokémon: non-returnable
Can I return SALE items? Yes, within 14 days, as long as they meet the return conditions.
What are the return costs? Return costs are at your own expense.
Indicative costs:
- NL / BE / DE: €9.95
- Austria: €14.95
- Other countries: exact costs are shown automatically in the return portal
The return portal always takes precedence.
When will I get my money back? After receipt and inspection, we process the refund within 5 business days via the original payment method.
Cancellations & refusals (important)
- Within 6 hours of purchase: free cancellation
- After 6 hours: €15 cancellation fee
- Refusing delivery at the door: €15 fee
Can I return in-store? Yes, online orders can also be returned to our store in Tilburg. Always register your return via the return portal first.