Which payment options do I have?
Online orders to be delivered at home or at a PostNL pickup point can be paid with Bancontact, Paypal, credit card (Visa or MasterCard only). In our Superstores and at our Service Points you can pay with PIN, cash, credit card, Mantel gift cards and the “Nationale Fietsbon” (National Bicycle Voucher). This also applies to online orders for which you select “Pick up and pay at the store”.

Can I pay with VVV cards at Mantel?

No, VVV vouchers cannot be exchanged in our stores. We do accept payment with our Mantel gift cards in our stores.

When I opt for “Pick up and pay at the store” does it mean that I am obliged to pay?

No, certainly not. Any order which is completed online and picked up at the store can still be cancelled at the store. For example
Suppose you are still deciding between two bikes. You can then order them both and select “Pick up and pay at the store”. When you go to the store you can try out both bikes and take as much time for that as you need. If you want to buy one of them you pay for that one at the checkout. The other bike will then go back to our warehouse. Don’t like either one of them? No problem, we will cancel the entire order. There is no obligation to pay if the bike you have ordered turns out not to be the right choice for you. Online orders that are picked up at our Superstores or Service Points can be paid with cash or PIN. While placing the order select “Pick up and pay at the store” - then collect your parcel at our store and pay with cash or PIN at the checkout.

Does Mantel have a post-payment arrangement?

Unfortunately, we don’t. Nor do we accept other payment methods such as Acceptgiro, instalments, American Express or BFN vouchers.

What is Adyen?

All our online payments are made through our payment provider Adyen, whose name may appear in the address bar of your browser during the completion of your payment, or afterwards in the payment details in your bank account.

Where do I buy a Mantel gift card?

The Mantel gift card or gift voucher can be purchased at our Superstores and online.

Where can I pay with the Mantel gift card?

In our stores and online! When you are at one of our stores you can use the gift card to pay at the checkout. When you make an online purchase you can use the gift card when you select a payment method.

Can I use part of the balance on my gift card when I order?

Yes, you can. If the amount of your purchase is lower than the total balance on your gift card the remaining amount can be used for future purchases. Gift cards have no expiration date and can be used one or multiple times. If the amount of your purchase exceeds the balance on your gift card the full amount will be deducted.

I wish to return products which I have paid with a Mantel gift card. Do I get a refund?

If you return a product which was paid with a Mantel gift card, you will receive this amount on a new gift card, which can be a physical or a digital one. If you return the item at the store you will receive the amount on a new physical gift card. If you return the item by post, you will receive a new digital gift card by email.

Can I exchange multiple gift cards when I order?

Yes, you can. We will only deduct the amount required for that particular purchase. The remaining balance can be used for future purchases.

How do I know the balance of my gift card?

In our stores you can have your gift card balanced check for you by one of our staff members; online you can use our balance checker.

Mantel gift card - conditions

• The Mantel gift card or gift voucher can be purchased at our Superstores and from our webshop
• The card has a minimum initial top-up amount of €10 and a maximum of €150.
• When it is activated you receive a proof of purchase to be kept for future reference.
• The balance on the gift card is valid indefinitely, can be used one or multiple times, and can be checked at the checkout in our stores or at mantel.com/gift-card-balance.
• The gift card is non-refundable and not exchangeable for cash. The gift card does not entitle its holder to a (partial) refund.
• If you return a product you have bought with a gift card, Mantel will not refund the amount in question in cash or through any other means of payment.
• You will receive a new (digital) gift card with the amount of the returned product which was paid with a gift card.
• Counterfeiting the gift card is forbidden. Any alteration, illegibility or damage will invalidate the gift card.
• The gift card is valid both in the stores and our webshop.
Did this help you?

The invoice is the proof of your online purchase. We always include it as an attachment with your shipping confirmation emaill but we also save it in your Mantel account so that you can easily retrieve it. The receipt is the proof of your store purchase. We recommend that you keep it in a safe place.

Why can’t I enter my business’ VAT number during the ordering process?

Mantel focuses exclusively on private consumers, i.e. business-to-consumer (B2C). We do not have a business-to-business (B2B) sales model. It is, of course, possible for a business to purchase from us, but these purchases cannot be made VAT-free.

VAT refunds on exports

Our system does not automatically and digitally process the documentation, or perform the associated administration, required for VAT refunds. Therefore we cannot entertain any requests for refund of the VAT paid. This also applies to (intra-Community) requests via the VATfree organisation.

Can my VAT number be included in the invoice?

Unfortunately, this is not possible. We sell products to only to private consumers and, therefore, have no space in the ordering process to enter a VAT number.

Can my invoice be adjusted?

It is not possible to change invoices and/or add a VAT number afterwards.

I haven’t received an invoice, can I still obtain one?

You can easily find and download your invoice through your Mantel account. Don’t have a Mantel account yet? Contact our customer service and make sure you have your order number at hand. We will then send you the correct invoice via email.

I don’t have a Mantel account

Don’t worry, we will save all your invoices. Simply contact our customer service.

My payment has failed

Double-check whether the amount has been debited from your account. If the amount has not been debited, you can place a new order. We will automatically cancel the unpaid order for you. In case the amount has been debited from your account, and you haven’t received a confirmation email after one hour, please contact us.

My payment has failed multiple times

If you keep getting failed payments, check the following:

• Do you have sufficient balance on your chosen account?
• Is the payment limit of your account sufficient?
• Is the 3D security code of your credit card activated and set up correctly?
• Has the credit card been blocked or expired?

Still having trouble paying?

In that case, please contact us. It may happen that a payment is wrongly classified as fraud and therefore blocked. Payments are checked in different ways, and through this process the risk of fraud is estimated. For example, the risk of fraud increases when a foreign credit card is used, or when several failed payment attempts have been made.

We cannot always prevent an unjustified fraud report, but we can try to solve it for you. So please contact our customer service if you cannot complete the payment.

Refunds of online purchases

The way you receive a refund depends on the payment method you used for your online purchase.

• If you paid with iDEAL, you will receive the refund in your bank account.
• If you paid with Paypal, you will receive the refund in your Paypal account.
• If you paid by credit card, the amount will be refunded to your credit card.
• If you paid with the Mantel gift card, you will receive the same amount on a new digital gift card. If you paid the rest of the sum with a different payment method, that amount will be refunded via that same method.

Have you returned the entire order or a part thereof?

• If you return the entire order, we will refund the purchase price plus any shipping costs.
• If you return part of the order, we will refund the purchase price of the returned products.

If you return an online purchase in one of our stores, your return will be processed and you will receive your money back within 3 working days after confirmation by Email. You can also swap your return with another product in the store. Any residual value will be refunded.

Refunds of store purchases

There are two ways to return your store purchase.

• If you want to return a store purchase in one of our stores, you can present it at the return desk within 30 days and get your money back immediately; no registration is required. You can also swap the product or we can settle the return amount with another purchase.
• If you want to return a store purchase by mail you can register your return online. Register products for return

My return has been received, but I haven’t had a confirmation by Email yet.

Via the Track & Trace service you can see when your returning item(s) was/were received in our warehouse. Once received, your return is usually processed within 24 hours. Haven’t gotten a message from us within 2 working days after we’ve received your item(s)? Then please contact us.

I haven’t received a refund.

The time it takes for the refund to be credited to your account varies from bank to bank. After processing your return request, the refund will be in your account within 3 working days. Is the amount still not in your account after 5 working days? Then please contact our customer service.