For your convenience we have listed and answered your most frequently asked questions below; please take a minute to see if your question has already been answered before contacting our customer service. In the event that your question is not listed or you need more information, please do not hesitate to send us an email. We look forward to providing you with a consistently high quality customer experience.
No, this is unfortunately not always possible once the order have been approved. To ensure a fast delivery, we will send your order directly to the warehouse for packing and distribution. However, if you are not satisfied with your purchase once you have received it, you can return it.
Please be aware that it can take up to 2 hours before you receive an email confirming your order.
If you have placed an order and still have not received any order confirmation within 2 hours from the time you placed your order, please contact our customer service.
If an item is missing from the parcel although it is stated on your invoice, please contact our customer service. Please state your order number and the item number or product name of the missing item and we will of course help you.
Card or Paypal transactions will be charged as soon as the shipment leaves our warehouse. If your credit card is authorized, you will receive an order confirmation by email, confirming that your order has been received.
If your card is not authorized, no payment will be made and you will get notified immediately on the screen that the payment was unsuccessful. Please remember that even if a payment is not authorized, some card issuers may still reserve the money meaning you cannot use the funds for a short period of time.
No, you will not be charged any extra fees by MINA ROE. However, if you are not in the UAE you will be charged for the shipping costs. All charges will be shown at checkout prior to submitting payment.
Please note that some banks do charge an extra overseas transaction fee. This depends on the bank's policy and the fee is not issued by MINA ROE. The overseas transaction fee will not be refunded by MINA ROE. For more information, please contact your bank.
Yes. Secure Payment is our top priority. We wish for our customers to feel entirely safe when shopping at MINAROE.com We do our best to secure your personal information. Furthermore, all credit card holders are subject to validation and authorization by both the card issuer and our secure checkout gateways to maintain security and prevent fraud.
Delivery generally takes 2-5 business days, it might be longer if there’s a public holiday or natural disaster around the time order is placed. Please refer to our shipping and delivery for more information.
Always check the parcel is okay before accepting receipt of your delivery. Do not accept receipt of the parcel, if it turns out to have been damaged during transportation. The parcel will then be returned to us, and we will refund you the full amount of your order.
Log into your account and complete the Return Request within 5 days of receiving parcel and ship within 7 days.
Customers are given a maximum of 30 days to return items to us.
Once return/ refund request has been approved follow the instructions below:
Place the item back in the item packaging.
Print, fill out and sign the Return Note (this is attached to your invoice).
Place return note and item in the return parcel (you can re-use the original bag/parcel).
Domestic Orders: Stick the prepaid return label on the parcel.
International Orders: We do not offer free returns at this time (unless Mina Roe made an error in your order), please choose a secure courier and provide tracking number within 48 hours of return approval.
Make sure to ask for a receipt, as a proof, that you have returned a parcel (for returns with UPS you get no receipt. Make sure to note down the return tracking number).
Return costs will not be deducted from your refund.
We will send you a confirmation by email as soon as we have received your return. From the day we have received your return, we will process it within approximately 14 days and issue the refund or exchange the item.
If you think you have been refunded the wrong amount, please contact our Customer Service and state your order number and the required refund amount.
Please note: We do not charge a return shipping free for domestic orders, however the original shipping cost will not be refunded.
If you are returning items because the size is not right or if we have made a mistake with your order, you can use the prepaid return label for an easy return process. We will not deduct the return shipping costs from your refund. However, the original shipping fee will not be refunded as it has already been paid out to the courier for their services.
In case you are in the unfortunate situation to experience errors or defects to an item bought in our online store, please make sure to file your claim within 5 days upon receiving your parcels and ship within 2 business days of the date you received approval request.
Once we have received the item, your claim will be processed. Faulty items are always refunded by the full amount or you can choose to do an exchange. The time it takes for the money to be back in your account varies.
If you have received a coupon code, you can type it into the “ coupon codes” field during checkout. The amount will then automatically be reduced.
It is, unfortunately, not possible to use a coupon code after the order has been placed.
Make sure you distinguish between capital and small letters when filling in the coupon code. Also, check the expiration date of the offer.
If it still does not work, please contact our Customer Service.