Frequently Asked Questions

Here you will find answers to the most frequently asked questions regarding Mortengo, payments, delivery, and returns.

Is Mortengo an official site?

Yes. Mortengo is operated by LMH ECO SRL, a Belgian company registered with the Crossroads Bank for Enterprises under number 0803.081.212 and subject to VAT under number BE0803.081.212. Our full contact details can be found in the Legal Notice.

How can I contact Mortengo?

You can use our contact form, write to contact@mortengo.com, or call +32 496 21 95 27. Our customer service team is available from Monday to Saturday, 8 a.m. to 6 p.m.

What payment methods do you accept?

The payment methods actually available are displayed during the checkout process. They may vary depending on the country, currency, device used, and the payment providers enabled on the store. Please consult our Secure Payment page.

Will I receive a VAT invoice?

Yes. For every confirmed order, a detailed VAT invoice is automatically sent by email. If you do not receive it, please check your junk mail folder and then contact us with your order number.

How do I know if my order is confirmed?

After payment validation, a confirmation email is sent to the address provided during the order. Please keep this email and your order number.

What are the countries and delivery times?

Mortengo currently delivers to Belgium, Metropolitan France, Italy, Luxembourg, and the Netherlands. After dispatch, the indicative delivery time is generally 3 to 5 business days for Belgium, Metropolitan France, Luxembourg, and the Netherlands, and 3 to 6 business days for Italy. The up-to-date rates, carriers, and conditions are indicated in our Shipping Policy and during checkout.

How can I track my delivery?

As soon as the package is picked up, the available tracking information will be communicated by email. The carrier is selected based on the destination and the available delivery method.

Can I modify or cancel an order?

Contact us as quickly as possible with your order number. We will do our best before the order is dispatched. Once preparation or shipment has begun, modification or cancellation may no longer be possible.

What is the deadline for making a return?

The consumer has a period of 14 days from the receipt of the order to exercise their right of withdrawal, subject to legal conditions and exceptions. Please consult our Return and Refund Policy before sending anything back.

Do you offer exchanges?

We do not offer direct exchanges. You may return the item in accordance with our return policy and then place a new order.

What should I do if an item is damaged, defective, or incorrect?

Contact us promptly with your order number, a description of the problem, and, if possible, photos of the product and packaging. If the item is damaged, defective, or non-conforming, Mortengo will provide you with the applicable procedure.