FAQ'S
Where Do I Check On The Status Of My Order?
If you created an account, you can use the directions below to view your order information:
- Log into your account here.
- Your Account Dashboard will show recent orders upon log-in. For older orders, click My Orders in the navigation on the left hand side of the page.
- Click View Order on the specific order you're inquiring about.
If your order is not visible in your account, or you made an order as a Guest, please Contact Us.
How Do I Know If My Order Went Through Correctly?
If we have received your order an order confirmation will be sent to your email address. If you do not receive an email from us then please check your spam folder. You will receive a separate shipping confirmation when your order is shipped from our warehouse.
I Did Not Receive an Order Confirmation, What Should I Do?
An order confirmation may take a few hours due to payment authorization. Please check your junk/spam folder in case the order confirmation got filtered away from your regular inbox. If you have still not received your order confirmation, please Contact Us for further help. If you have placed your order on Friday afternoon or during the weekend, please note that your order will not be shipped out until the following business day.
Can I Change The Color or Size of an Item I Just Ordered?
No - due to an automatic ordering system, order modifications are no longer possible once your order has been placed online. If your order is still in process and has not been prepared for shipping yet we can cancel your order so that you can place a new order at your own convenience with the correct color or size you wish to purchase.
How Do I Cancel My Order?
If you would like to cancel your order and you have not received a shipping confirmation yet then please Contact Us so that we can help you further. If your order is already processed for shipping then we will not be able to cancel your order.
Which Payment Methods Does Manduka EU Accept?
- Credit or Debit Card (VISA or MasterCard)*
- PayPal
- Apple Pay
- Google Pay
- Ideal (The Netherlands)
- BanContact (Belgium)
- Sofort (Germany)
Manduka.com uses Shopify Secured Checkout encryption to scramble credit card information so that customer transactions are safe and secure.
*Card authentication and 3D Secure is required to place orders on eu.manduka.com in accordance to the Strong Customer Authentication Regulation (SCA) in Europe.
Is It Possible To Place An Order On Invoice?
No - we do not offer the possibility to place orders on invoice with us. At this time we only accept orders placed through our website eu.manduka.com
Why Was My Purchase Declined?
If you are trying to make a purchase with a credit card and the purchase is denied, please reach out to your bank. Please note that Card authentication and 3D Secure is required to place orders on eu.manduka.com in accordance to the Strong Customer Authentication Regulation (SCA) in Europe.
If you are trying to make a purchase through PayPal and your purchase is denied, please reach out directly to PayPal.
Does Manduka EU Offer Gift Cards?
Yes - Unsure what to get? Let them pick! The answer to all your gifting needs has arrived. Give the gift of yoga this year, with the Manduka gift card. Gift cards are available from 25 euros to 150 euros. Check out our gift card page here.
Can Manduka Cancel My Order?
We reserve the right to cancel orders if a product was unavailable due to a stock discrepancy at the moment of purchase or if a promotional discount was applied inappropriately. If this occurs we will reach out to you and give you the opportunity to cancel your full order.
I Am Asked To Authenticate My Card Via 3D Secure, How Does This Work?
If you are placing an order by credit card you will be asked to authenticate your card via 3D Secure. The new Strong Customer Authentication regulation in Europe requires the use of 3D Secure for card payments from the beginning of 2021.
3D Secure is required for extra fraud protection, and requires customers to complete an additional verification step with the card issuer when paying. Typically, you will be directed to an authentication page on your bank’s website, and will be asked to enter a password associated with the card or a code sent to your phone.
This process is familiar to customers through the card networks’ brand names, such as Visa Secure and Mastercard Identity Check. Watch this video for an example of an authenticated checkout flow.
Do You Offer Tax-Free Purchases?
Please note that Manduka does not offer Tax-free purchases or VAT refunds. The retail prices on Manduka EU will remain the same independent of the VAT percentage of the destination country. This includes export countries, such as Norway and Switzerland.
For more information regarding Taxation and Customs in the EU, click here.
I Live Outside Of The EU - Can I Get A VAT Refund?
Please note that Manduka does not offer Tax-free purchases or VAT refunds. The retail prices on Manduka EU will remain the same independent of the VAT percentage of the destination country. This includes export countries, such as Norway and Switzerland.
For more information regarding Taxation and Customs in the EU, click here.
I Live Outside Of The EU - Are Import Fees And Duties Covered In My Purchase?
We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. Local tax and import handling fees will be charged to you by the courier service when ordering to a country outside of the EU customs zone. Manduka is not responsible for these charges. These fees are paid to your local carrier or government and are not collected by Manduka, and thus cannot be refunded. Please contact your local tax authorities for questions regarding import taxes. These charges are not refundable when returning items. Customs processing may take extra time to have your order delivered. We do not offer duty free shopping so you will be unable to reclaim any VAT from your purchase.
How Can I Know That I Am Purchasing From An Authorized Retailer?
To ensure that you are purchasing authentic Manduka products, please only buy from our official websites:
- eu.manduka.com
- www.manduka.com
- ca.manduka.com
- manduka.jp
- manduka.sg
- www.manduka.co.il
- www.manduka.com.my
or from any of our authorized retailers.
When shopping online, it's important to take precautions to avoid scams. Some checks you can include are:
- Looking for clear signs that you are buying from an official company.
- Checking if the website looks secure.
- Checking if the company has clear privacy and returns policies.
- Doing some detective work, such as calling the company or searching online for reviews or comments from other customers.
- If all or almost all items are displayed with sale price and there are no full priced products.
- Trusting your common sense. If you have doubts about a website or seller, it's best to avoid making a purchase.
For more information, visit our page on this topic here
