FAQ

-What should I do if I want to add or remove the items in the cart?
Select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the “Remove” button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the “Qty” column.

-What is PayPal?
PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used at MiinaRose.com to purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). MiinaRose cannot see your card number as it is securely encrypted through PayPal’s server. This limits the risk of unauthorized use and access.

-After making a payment, can I change my billing or shipping information?
Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service Department at Sales@MiinaRose.com as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

-How do I know if my payment has been received?
Once your payment has been received, we will send you a notification email to inform you about the order. You can also contact our sales team at Sales@MiinaRose.com and ask to be informed about it.

-Do you provide an invoice?
Yes. Once we have received an order and payment has been cleared, an invoice can be sent to you via email.

-How do I change the shipping method?
Right now we offer a free shipping for all our orders and not different types of shipping methods. However, may you want an express and fast delivery you can send us a mail at Sales@MiinaRose.com and ask for a faster shipping delivery at the time or before booking your purchase. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.

-How do I change my shipping address?
In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department at Sales@MiinaRose.com as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

What is item processing time?
In order to guarantee the quality of products, MiinaRose has to prepare your goods before they are shipped out. We perform strict quality control on the products and carefully package your items.

After we receive your order, every item will undergo strict quality control in order to ensure the product’s quality. The precise processing time is variable and dependent on many factors (e.g. item design, material and complexity). Items which feature stitching, multiple materials, embellishments, decorative work and intricate patterns may require additional time during the detailed QC process. For relatively simple items and small orders, generally speaking, the average processing time is 1-3 business days (approx.) however more complicated items and/or larger orders can require up to 5 days and, occasionally, 7 days to fully process before shipping out. Your total satisfaction is important to us and we appreciate your patience.

  • Customs clearance may affect the normal processing time. Please note that processing time can be affected during pick seasons or holiday periods of year as the service from all our suppliers and logistics operators can be temporally disrupted. There is often a delay of 3-4 days and sometimes even longer. We sincerely apologize for any delays caused during these periods and kindly ask our customers to be patient.
  • Certain items are prohibited by some shipping carriers. If your order contains these items for the shipping carrier you selected, we will re-route your order via another carrier to ensure it arrives safely. This may require additional shipping time.
  • All estimated/typical processing time is derived from real world data collected from past orders. They are approximate times for reference only.
  • MiinaRose ships all packages from our warehouse and/or our distribution centers in different places but most commonly in Barcelona, London and Hong Kong.

-When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution. You can see our estimated delivery time in the cart and checkout page or in the product page. Please note that offering a free shipping it implies a longer shipping time since we use normal national post service. This way the delivery time might be a bit longer than expected but we can offer your product with free shipping. While the average shipping times are announced in our website, sometimes this can be longer due to customs clearance, weather conditions, strikes and other factors. Normal delivery time to Europe is around 19-26 days after package has been processed. Sometimes it can be delayed up to 35 or 40 days. We acknowledge this but we also assure that you will receive your purchase since we see in our system that all our customers receive them. In case that our system announces us that you did not receive your package after 45 days elapsed, we will of course refund your purchase. You can of course ask our sales department where we offer customer support via email service at Sales@MiinaRose.com and we will answer within a time frame of 24-48 hours. We are proud to normally answer our customers within 24 hours but we apologize in case it might take few hours longer and note that our working service is Monday to Friday from 10:00 am to 18:00 pm Barcelona time.

 

-Do you ship to my country and what are the shipping rates?
We ship worldwide. We have a free worldwide shipping policy. Our goal is always fast and secure delivery of items to our customers.

-Does the product price include the shipping price?
The product price is all included, vat and shipping price if you choose the free shipping option. The online ordering system will generate a total rate with shipping and delivery included in your order. If you choose the express delivery option, cost is supplementary.

-How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The order number is available and we will update the tracking information on your account.

-If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer’s responsibility to clear customs and pay the relevant Customs duties. MiinaRose do not add taxes, VAT, duty, or any other hidden charges. The buyer is responsible of knowing the customs clearance regulation in his/her own country and MiinaRose does not hold responsible for additional costs in this sense.

-On the package, why do you declare a lower price for my order?
Different countries will have different import regulations. If the amount declared on the package is over a certain amount, it is possible that you will have to go to your local Customs office personally and be subject to import tax. Depending on the amount declared, this can be quite high. In order to protect you from these additional fees and to save you a trip to the Customs office, we will declare the package contents at a lower, more suitable level. The specific value declared is based on the specific import regulations of your country, the actual value of your order as well as the type and quantity of the products you have purchased.
When you tick the check box of our Sales Terms before placing your order, you are agreeing to a lower value declaration. We are still able to declare your order at its actual (full) value if you wish. Please note that this can only be done if you explicitly and clearly indicate your wish by emailing us before we dispatch your package-usually we have a handling period of 3 working days. However, if you are taxed due to the higher declared value of the order, it will be your responsibility to clear the goods from Customs and pay for all import duties and related expenses.
Please note that, under these circumstances, if there is an exchange or refund involved, any additional expenses will not be refunded by us.

-What if my parcel is seized by Customs?
If your items cannot be cleared through Customs, you will need to provide us with a letter authorized by Customs clearly stating why they seized it. You will then apply for a partial refund.

-After payment has cleared, how long do I wait until my order is sent out?
Our processing time is 1-3 business days. This means that your item(s) will generally be sent out in 3 business days.

-How can I cancel my order, before and after payment?

  • Cancellation before payment
    If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to “reactivate” it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.
  • Withdrawing an order after payment
    If you have already paid for an order and want to cancel it, please contact our Customer Service Department at Sales@MiinaRose.com as soon as possible.
    If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.
    If the package has already been dispatched, then we are not able to cancel or change the order.
    If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department at Sales@MiinaRose.com and we will process the updated order; there is usually no additional fee for this service.
    Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.
  • If you want to cancel and order due to a longer delivery time as estimated you can do this after you receive the product and send the product back to us. We then will refund your money back.

-How can I return purchased items to MiinaRose?
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service at Sales@MiinaRose.com, please provide us with the following information:
a. The original order number
b. The reason for the exchange
c. Photographs clearly showing the problem with the item
d. Details of the requested replacement item: the item number, the name and color
e. Your shipping address and phone number
f. Confirm that you notified the return process to MiinaRose before the 7 days calendar upon receipt of the item.
g. Confirm that you are returning the item in the original condition, with intact label, unused, unwashed, unworn, etc.
h. Confirm your post tracking number of the returned item to MiinaRose.
Please note that we are unable to process any returned items which have been sent back without our prior agreement and return destination office by written for this purpose. All returned items must have an reference number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.
The return process can only be initiated within 7 calendar days upon receipt of your items. We can only accept returned products that are in their original condition, with intact label, etc. If the return of the product is due to a misperfection of the product or different colour or size as originally requested or broken, etc, we will accept the return of the product and once the product is in our office we will proceed to pay back your product and delivery money back. If the return of the product is due to your own wish just because you decide you do not want this product anymore you can follow the above steps also within the given timeframe and we will also refund the money back when we receive the product back in our offices but we will not be responsible of the delivery cost.

-Under which circumstances would an item be able to be exchanged or returned?
At MiinaRose, we pride ourselves in the quality and fit of our clothes. All the Women’s Clothing that we sell are designated as OSRM (Other Special Regulated Materials) and, once sold, cannot be returned or exchanged in cases other than quality issues or mis-shipment, unless we exclusively promote it differently.

  • Quality issues:
    Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 7 calendar days after receiving the garment-it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer’s responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.
  • Mis-shipment:
    We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.
  • Please note:
    All returned and exchanged items must be returned within 7 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, is damaged, has had its tags removed, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.

-Where do I return the item?
After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to one of our processing centers. Once we have received the item(s), we will confirm the information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.