What is your returns policy?
CHANGE OF MIND AND RETURNS POLICY
Cancellation and Return Window.
We understand that sometimes a change of heart can occur. With MINOORI, you have the flexibility to cancel your order directly from your account order page at any point before the order has been confirmed by the seller. Should you wish to cancel after confirmation but before dispatch, please reach out to [email protected] for assistance. If the order has already been dispatched, you will need to wait to receive the item and return it in accordance with our returns policy. Additionally, you can return any product within 14 days of delivery for a refund by initiating the process through our return portal. Upon confirmation, we will provide you with the designer's details for the return shipment.
Returns Due to MINOORI or Product Fault.
If you are returning an item due to an error on our part or because of a product fault, we will cover all associated costs for the return and issue a full refund, including the original delivery charges. We provide a prepaid DHL returns service accessible via the returns portal in your customer account. Please report any issues within 30 days of delivery, providing a description and photos of the fault through the portal. Failure to follow these steps may result in a rejected return.
Returns Due to Customer Preference.
If the return is due to a change of mind or other customer preferences, you will be responsible for the return shipping costs and will receive a refund minus the original delivery charges. Unauthorised returns, or those not processed through the MINOORI return portal, are ineligible for a refund and will be sent back at the customer's cost. For international returns, it is crucial that you cover all costs, including duties and taxes, and attach the necessary customs documentation to your parcel to avoid clearance issues. MINOORI is not liable for returns that are shipped incorrectly and encounter customs problems.
Direct Returns to Designers.
Returns should be sent directly to the designer, either through our tracked prepaid DHL service for faulty items or via a tracked shipping method of your choice for all other returns.
Refund Confirmation and Processing:
You will receive an email notification within 3-5 working days after the designer has received the returned item(s) and confirmed inspection. The refund will be issued to the original payment method used. For credit card refunds, please note that it may take up to one billing cycle for the refund to appear on your statement. If you have not received your refund after this period, please contact us for support.
Refund Adjustments.
Should the returned product not align with our stipulated conditions or exhibit signs of use beyond preliminary inspection, we reserve the right to adjust the refund to reflect the diminished value.
Non-Returnable Items.
Certain products are classified as non-returnable on the product page under the delivery & returns section. These include made-to-order items, personalised goods, face masks, personal items like earrings and hair accessories, and others as specified. Footwear must be returned in its original condition, and swimwear must be tried on over underwear without removing the tag. Skincare and beauty products must be unopened and in a re-saleable condition with all seals and packaging intact. Gift vouchers are non-refundable.
To view our full terms and conditions, please navigate here.