FAQ

Return & Refund

HOW CAN I EXCHANGE AN ITEM?

Exchanges can be made on like for like products, i.e. if you require a different size. If another product is required then the customer must request a refund and follow the refund procedure. Once this is complete, the customer can then place a new order.

HOW DO I RETURN AN ITEM FOR REFUND?

Customers are entitled to a full refund within 14 days of receiving an order, provided the item is unworn and immediate packaging is received back in the same condition as it was sent.

Go to > My Account > Orders >Support In the ‘Actions’ drop down and Select a reason for the return from the drop down and add in a message to the seller.

Once confirmation has been received from the seller, proceed with returning the item.

Items must be returned to the seller you purchased the item from within 14 days of having your ‘request for refund’ approved by the seller.

The Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (credit/debit card)

If the seller has not updated the order status to Shipped then you may not have the request refund/exchange option available, in this situation, message the seller though the site to advise them of this.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

WHAT HAPPENS IF THE PRODUCT IS DIFFERENT FROM THE PICTURE?

If the product you purchase is not the same in the picture than you have the right to return. So please first contact the shop owner.

Go to > My Account > Orders >Support In the ‘Actions’ drop down and Select a reason for the return from the drop down and add in a message to the seller.

Once confirmation has been received from the seller, proceed with returning the item.

Items must be returned to the seller you purchased the item from within 14 days of having your ‘request for refund’ approved by the seller.

The Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (credit/debit card)

If the seller has not updated the order status to Shipped then you may not have the request refund/exchange option available, in this situation, message the seller though the site to advise them of this.

If you can not solve your problem with the shop owner than please contact us info@tangorium.com

WHAT SHOULD I DO IF A SELLER REFUSES TO ACCEPT A REFUND OR EXCHANGE?

If a seller will not accept a refund or exchange that you feel you are entitled to, you should escalate the matter, but the issue remains unresolved, forward your purchase confirmation email to info@tangorium.com and we’ll take it from there.

Shipping

MY ITEM HASN’T BEEN DELIVERED, WHAT SHOULD I DO?

We recommend you contact the Store directly by clicking on “Order” then “Support” from the relevant order on your orders page. You can then follow up your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then you can escalate the matter. If you have exhausted other methods of escalation and the issue remains unresolved, forward your purchase confirmation email to info@tangorium.com and we’ll take it from there.

HOW DO I CHANGE MY ADDRESS OR ADD A NEW ONE?

Log into your Tangorium account and click through to Account>addresses. There you can choose to ‘edit’ an existing address or select ‘add an address’.

WHY CAN’T I SELECT A SHIPPING OPTION?

It is likely that the seller hasn’t included a shipping option to your region. You can message the seller and ask them if they dispatch to your country, or if they would be happy to make an exception. Simply search for the seller using the search box at the top of the page and click on ‘send us a message’ on one of their product pages.

WHAT SHIPPING METHODS CAN I CHOOSE?

You have a number of shipping methods depending on what the seller has decided to offer. If a shipping method you would like is not available, you should contact the seller and ask if they would be prepared to offer the alternative shipping method and add it to their listing.

HOW LONG WILL IT TAKE TO DELIVER MY ITEM?

This can vary based on the delivery method that the seller has provided or that you have chosen, as well as where the item is being delivered from or to, the seller will have specified the shipping times on the shipping details section on their listing. Deliveries within your country will normally be quicker than international deliveries, depending on the shipping method chosen. Some sellers use shipping services that will allow you to track the delivery. If you want more information contact the seller by clicking on the envelope icon on their store front or on any of their items for sale.

Selling

How do I customise my store?

Go to Store Manager. You can then customise the various elements; .

  • Store page
  • Logo
  • Cover Photo
  • Showcase of items
  • About Us profile
  • Social networks
  • Policies

This is a great opportunity to really sell yourself to customers and get across your brand message. Your boutique storefront should represent your brand and what you are selling in your boutique in a clear and concise way, we advise that you use one strong image and your logo. Contact your account manager should you want any feedback or assistance.

What are the criteria for having a store?

  • To have a store you must be a new or independent brand or a vintage collector selling Tango clothing, Tango shoes, accessories or jewellery, books and musics, making organization of Tango events (festivals, marathon) or any product about Tango.
  • Stores must follow the Tangorium photography rules which require all products to be shot on a person and in natural daylight, Quality store imagery is really important to Marketplace and is a key sales driver to take a look at the photography guide here.
  • Stores must provide customer service which meets or exceeds our Boutique Standards Guide. Failure to do so could result in your store being removed from Tangorium.

Do I have a contract with Tangorium?

You are not tied into any formal contract with Marketplace. Each invoice is paid seperately and it is your responsibility to maintain your store on Marketplace.

If you are having any issues or require any assistance, contact your account manager. If you do not know your account manager, email here and we can provide any help required.

How do I start a store on Tangorium ?

You must apply to become a seller on Tangorium. We ask for applications to ensure that our boutiques are of a certain standard. Tangorium stores will comprise of key emerging design talent, groundbreaking independent labels and boutiques, and the finest vintage selections. Only a very small percentage of those that apply to be boutique sellers will be successful, but please do not be discouraged if you are not chosen; if you have the potential to be a boutique our Seller Support team will advise you on how to get up to scratch for Marketplace.

To open a store you must first apply for a store here. Once your application has been reviewed we will respond to you within 3 working days as to how to proceed. We may request further information or imagery to ensure that your store is right for Marketplace and will therefore have a successful selling experience. We reply to all applications.

There are no products