How do I return an item?

• Log in to your MINOORI account.
• Go to the "My Order" section and click on the "Return" button next to the item you wish to return, or go to the “My Returns” section and create a new request.
• Choose your return reason and follow the instructions provided on the screen.
• If your item is faulty, you will receive a returns label via email. For all other reasons, send the item back using your own shipping method.
• If you are returning items from different designers, download a label for each designer and label each package correctly.
• Attach a commercial invoice if provided.
• Pack the item(s) carefully to prevent damage during transit.
• Drop off the parcel(s) at a DHL location within 14 days of receiving the returns label.
• Check the status of your return in the "My Returns" section of your account.
• Your refund will be processed and issued to your original payment method. You will receive an email notification once the return has been processed.

Where should I send my return?

You should send your return directly to the designer either through our tracked prepaid DHL returns service (in case of a faulty item) or by using a tracked shipping method of your choice for all other return reasons.

What are the conditions for returning an item?

All items must be returned in the original packaging, including any branded packaging such as dust bags, jewellery boxes, and clothing tags. You will need to print the required label and documentation before posting the return. Refused deliveries or deliveries to an invalid shipping address may result in fees, including additional shipping and handling charges.

What if my item(s) arrived faulty?

For items that are faulty or sent in error, we offer a prepaid DHL returns service, which can be accessed via the returns portal in your customer account. If you've received a faulty or incorrect item, please inform us as soon as possible, within 14 days of delivery, by accessing the returns portal and selecting the appropriate reason for your return.

We'll need a description of the fault and photos, which you can provide through the returns portal. If you don't follow the steps outlined in the returns portal, your return may be rejected.

We'll make every effort to ensure your payment is fully refunded or a replacement item is offered.

We cannot accept returns for items that have been with you for more than 14 days. We'll investigate exceptional circumstances where possible.

Damage or normal wear and tear, accidental damage, or misuse of the item(s) will not be considered faulty.

What if I don't like the item?

You can return any product within 14 days for a refund by confirming your return using the return portal. Once confirmed, we will email you the details of the designer to which the item needs to be sent back. If it is an international shipment, ensure all costs including duties and taxes are covered and relevant documents are attached to your parcel for customs clearance. Please note that return costs are not reimbursable, and MINOORI does not take responsibility for items shipped incorrectly that have raised issues with customs clearance. A 20% restocking fee will be applied if the returned item(s) are not in their original packaging or condition. Items returned after the 14-day limit will not be accepted and will be sent back to the original shipping address at the customer's expense.

When can I expect to be refunded?

Expect your refund within 3 weeks of returning the product to the shipper. The transit time for the designer to receive your return (3 to 5 working days), the time for processing your return once it's received (3 to 5 working days), and the time for your bank to process the refund request (5 to 10 working days) all contribute to this period.

You will be notified via email within 3-5 working days after we receive your item(s), and once the refund is processed. The refund will be made to the original payment method. Note that for credit card payments, it may take up to one billing cycle to be credited. If you still haven't received your refund, please contact us.

Have my returned item(s) been received?

To check the status of your returned item(s), please log in to your account and go to "My Returns" for updates.

Can I return any item(s) I purchase from MINOORI?

Some items cannot be returned which will be classified in the delivery & returns section of the item page as ‘non-returnable’, they include:

• Made-to-order
• Personalised
• Face masks
• Personal items such as earrings and hair accessories
• Footwear must be returned in its original, unmarked, unworn, and undamaged packaging. Briefs, swimwear, and bikini bottoms should be tried on over underwear, and returns may not be accepted if the tag has been removed or if the items are soiled.
• Skincare and beauty products can only be returned for a refund if they are unopened, unused, and in a re-saleable condition with all tamper-resistant seals, packaging, and plastic wrap intact.
• Gift vouchers are non-refundable

Can I return an item without using the return portal?

No, any item returned without prior authorisation will not qualify for a refund and will be returned to the customer at their expense.

Do you offer exchanges?

Regrettably, we are unable to offer exchanges. If you need to exchange sizes, please place a new order for the desired size and return your original order.