FAQ- Frequently Asked Questions – Mandrn
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FAQ- Frequently Asked Questions

What is your Return Policy?

We believe you will love using our products as much as we enjoy creating them. If you're not completely satisfied with your MANDRN bag, we provide hassle-free returns and exchanges for up to 30 days after you receive it. If we produce a return label for a US client, we will take the $12 label fee from the final refund.

To be eligible for a return, your item must be unworn or unused, with tags, and in its original packaging (dust bag). Every return, whether conducted manually or through our return portal, must include the order number and email address in the packaging box.

Within 14 days, please ship back your return/exchange product to us and follow these steps:

  • Please make sure the item you are returning is unused and has all the tags & accessories (dust bag) included.
  • Write your name and order number on a note inside the package
  • Head over to our RETURN portal to initiate your return.

For domestic US orders, we can generate a label for you for $12 USD and subtract it from the final refund.

We only generate return labels for domestic (us) customers. For all International & Canada orders, the customer must pay the return postage fee.

If you return the package yourself, please ship with a carrier of your choice to:

THE ShipDaddy (@Drew

C/O MANDRN LLC

15 Railroad Avenue, Newville PA 17241

Please note, the buyer is responsible for tracking and ensuring the package is received by our warehouse. 

For more information on our return/exchange policy please click here

You can always contact us for any return question at support@mandrn.com

Do you offer Exchanges?

Yes we do, we offer 1 free exchange with each order, and will waive the $12 return label fee. 

  • To receive your exchange product immediately, please go through our return portal to return your other bag here, and make a new purchase for your exchange item- we will refund you the return product and waive the shipping label once our team inspects the product
  • Or email support@mandrn.com to process your exchange and send you a return label for your current return product 

For more information on our return/exchange policy please click here

To start your return/exchange process please click here

When will I get a refund on my returned product?

Please keep in mind that the whole return process will take up to 10 business days to complete. We will notify you once we have received and inspected your return and will let you know whether or not the refund was accepted. If you are authorised, your original payment method will be instantly refunded.
 
Please also keep in mind that it may take some time for your bank or credit card company to process and post your refund.
MANDRN  reserves the right to refuse any refund or service for any given reason.

Send us a nudge if you have a question on it support@mandrn.com

I want to cancel my order

Please contact us at support@mandrn.com as soon as possible if you would like to cancel your order. Our fulfilment center processes orders quickly so we can't guarantee the cancellation, but we'll do our best. 

How can I track my order?

For online orders an email will be sent with a shipping confirmation and tracking information, still have a question?  Email us at support@mandrn.com

What happens if I order something that is on pre-order?

Make sure to check the product page to know the pre-order ship out date. 

I entered the wrong shipping address, what do I do?

Contact support@mandrn.com immediately.  In some cases, we may be able to change the address for you if your order hasn't already been processed.  

There is a problem with my shipment, what do I do?

If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which will result in an up-charge.

If you are an international order, it may mean the carrier requires payment of custom duties, MANDRN is not responsible for paying this. Please contact them directly to settle up payment to get it delivered to you. 

My order never arrived, what do I do?

MANDRN is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier (UPS or DHL). Once your claim has been filed, please contact us directly at support@mandrn.com with information regarding your situation and your claim number.

Do your photos match the product exactly?

Due to various minor improvements made to the construction of the product, digital photography, and dye lot variations, we cannot guarantee that the color and construction you see on your screen as an exact replica of the product. We strive to show our products as accurately as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct.

What if my MANDRN product is damaged upon receipt?

Product that is received with damage can be returned for a full refund or exchanged to a new product. Please contact us at support@mandrn.com to help you with this.

What is your 1-year warranty policy?

Within 12 months after purchase, our happiness guarantee policy covers any flaws in workmanship or material. This guarantee does not cover leather damage caused by accident, neglect, normal wear and tear, or any other circumstances unrelated to faults in materials or workmanship.

Please inspect your order upon receipt and notify us immediately if the item is defective, damaged, or if you received the incorrect item so that we can investigate and resolve the issue.

Send us a note at support@mandrn.com and we'll make it better! 

Order questions

Have a question about your order? Email support@mandrn.com with your order number in the subject line

I think my package is lost or stolen!

MANDRN is not responsible for lost or stolen packages. As soon as we ship out the product from our warehouse, it's in the responsibility of our customers hands. Please reach out to the carrier listed on your shipping email with your tracking information for assistance!

How long does shipping take?

Before you place your order, please double check that the shipping information is correct. You will receive an email confirmation once your order is received. Please allow up to 2 business days for all orders to ship or leave our warehouse, regardless of shipping speed selected at checkout. We are unable to make changes or cancel orders once they are processed.  

What is your Shipping Policy?

All items are sent from our US fulfilment centre in Pennsylvania, USA.

Please keep in mind that we cannot guarantee shipment arrival times. Expect an extra 1-2 days of processing time before your product is dispatched, in addition to the courier's shipment time frame.
UNITED STATES: 
  • Economy Shipping (USPS Priority Mail) arrives in 5-9 business days for $7.99 or is FREE if you spend over $150USD (after discount)
  • Express Shipping (UPS 2nd Day Air) arrives within  1-3 business days for $24.99
CANADA:
Please keep in mind that our shipping estimates do not include time spent at customs.
  • International Economy Shipping arrives in  9-14 business days for $14.99 or is FREE if you spend over $150USD (after discount)
  • International Express Shipping arrives in 3-5 business days for $39.99 
INTERNATIONAL:
Please keep in mind that our shipping estimates do not include time at customs, which varies by country and can take up to four weeks to complete.
  • International Economy Shipping arrives in between  2-4 weeks  for $19.99 
  • International Express Shipping arrives in 3-5 business days for $39.99 
DUTIES: As we ship from the US, there may be additional duties incurred to Canada, Europe, and Asia, which MANDRN does not cover.
Do you ship internationally?

Yes we offer worldwide shipping!

Are there duties on my package?

As we ship from the US, there may be additional duties incurred in shipment in which we do not cover.

When is your next sale?

As you know we never discount, so if you by chance see one that happens (always unannounced) make sure to jump on it! Watch our social media and subscribe to our newsletter to be the first to hear about it!

Do you sell Wholesale?

Yes, feel free to register in our MANDRN WHOLESALE of our website. Once our team vets and approves your wholesale stocklist request, you can shop freely for your store at wholesale prices.

How do I take care of my new leather bag?

Please review our leather care page for more in depth tips and tricks on how to keep your MANDRN bag looking fresh!

My zipper is a little tight and I'm having trouble with it

We recommend using some wax parchment paper or chapstick and applying it directly on the zipper lip. We also suggest to test the zipper and slowly break it in by opening and closing it. Did you receive a zipper that appears to be broken and not closed to the other end? Slowly zip the zipper to open and close, and it should work!

Still have questions?

Feel free to contact our team via live chat, or on our CONTACT US page where someone from our customer happiness team will get back to you within 48 hours.

Can I track my order?
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Save yourself the time and trouble of writing the same email over and over again by listing your most commonly asked questions and answers here. A dedicated FAQ page should help address the basic needs of your customers, cutting down on customer service emails, increasing conversions, and creating a more satisfying shopping experience!

Where do you ship to?
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Save yourself the time and trouble of writing the same email over and over again by listing your most commonly asked questions and answers here. A dedicated FAQ page should help address the basic needs of your customers, cutting down on customer service emails, increasing conversions, and creating a more satisfying shopping experience!

What are your shipping rates?
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Save yourself the time and trouble of writing the same email over and over again by listing your most commonly asked questions and answers here. A dedicated FAQ page should help address the basic needs of your customers, cutting down on customer service emails, increasing conversions, and creating a more satisfying shopping experience!