Shipping and Returns

List of countries we deliver to and shipping rates that apply.

We ship WORLDWIDE and following are the rates:

  • Domestic Shipping within United Arab Emirates is Free.
  • Express International Shipping $35 USD.
  1. Domestic Orders placed before 5pm Sunday – Wednesday are delivered next day. Orders placed Thursday- Saturday will be delivered on Sunday.
  2. International Orders generally takes 2-5 business days to be delivered, it might be longer if there’s a public holiday or natural disaster around the time order is placed.
  3. You will receive a shipping confirmation by email that will include a unique tracking number that you can use to track your parcel. You can also log in to your account to obtain this information.
  4. Customs and import charges are included in the price of shipping for most (not all) countries. If for some reason, your parcel is being held at customs please contact our Customer Service for assistance.
  5. All deliveries require a signature upon receipt of parcel. If you instruct the courier to do otherwise, Mina Roe will not be held responsible for lost or stolen garment.
  6. Always check the parcel is in good condition 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 exchange or refund you the full amount of your order.
  7. Pre-orders will be shipped on the date provided on product page.
  8. If your order includes both ready to ship and pre-ordered items, the full order will be shipped on the available date of the pre-ordered item; unless specified in the note section at checkout or via email to ship separately.

Returns

Step by step: How to do a return?

  1. IMPORTANT: Please refer to the FYI section below!!!
  2. Send an email request to our Customer Service team for a return note and instructions (please include the order number) within the first 48 hours of receiving parcel for all claims.
  3. Place return note and item in the return parcel (you can re-use the original bag/parcel).
  4. For Domestic Returns: Stick the prepaid return label on the parcel.
  5. For International Returns: Unfortunately we are unable to provide our international customers free returns and exchanges except if we made an error in your order. Otherwise, please return items via your preferred courier (Local Post Office, DHL, FedEx, UPS, Aramex) with trackable service to the address provided on return note. We highly suggest checking with your local post office first, as they most times have the cheapest rates.
  6. Make sure to ask for a receipt, as a proof, that you have returned a parcel (for returns all returns without receipt, make sure to note down the return tracking number).
  7. For Domestic Returns: shipping costs will not be deducted from your refund if the error of the original order was made by Mina Roe.
  8. We will send you a confirmation by email as soon as we have received your returned merchandise. From the day we have received your return, we will process it immediately and issue the refund or an exchange.
  9. When we have processed your return, we will issue the refund within approximately 14 days. Please note, original shipping charge is non refundable.

FYI

  • ALL SALES ARE NOT ELIGIBLE FOR REFUND/ EXCHANGE.
  • Returns, Refunds, Store Credit and Exchanges are granted based on the discretion of our highly trained Administration Team.
  • We accept returns if we made an error in your order, size exchange or if you received a product from our store that is damaged or has defects.
  • All orders are eligible for one free return (outgoing shipping cost paid by Mina Roe) and the option of store credit or exchange for all unworn/ undamaged merchandise.
  • If you require more than one return you will be charged $35 USD for each additional shipment.
  • Store Credits are valid for up to 2 years.
  • All size exchange claims must be filed within the first 48 hours upon receiving your parcel and shipped within 5 business days of the date you received the item.
  • If we do not have the new size you would like to exchange your merchandise for, you may be eligible for a refund or store credit.
  • We inspect all items before shipping. However, if you experience errors or defects to an item bought in our online store: please make sure to file your claim within the first 48 hours upon receiving your parcel and shipped within 5 business days of the date you received the item.
  • We do not accept returns on orders that were placed with the intention of being returned.
  • We do not accept returns if the original tags have been removed or tampered with.
  • Please take care when trying garments on as we do not accept items that are marked with make-up, deodorant, spray tan, fragrance etc.
  • If item is returned worn or damaged, refund or exchange will be forfeited.
  • If you were sent the wrong item: please contact us, print pre-paid label and return original parcel with Return Note. Once we are notified by courier that the item has been shipped, we will immediately dispatch the replacement.
  • We ship all returns (with the exception of the point above) after the original item has been received and inspected for damages. If you would like your replacement to be sent next day, you will be given the option of placing a new order that is eligible for a full refund once we receive the original.
  • All Customers returning items due to a mistake made by Mina Roe (defects, errors), can use the prepaid return label for an easy return process. We will not deduct the return shipping cost 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.
  • If your original shipping cost was free, we will deduct the amount we paid in courier fees from your refund.
  • If you do not keep the merchandise after doing an exchange, all shipping costs will be deducted from your refund.
  • Once we have received the item, your claim will be processed. Faulty items (by Mina Roe) 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.
  • In the highly unlikely case that you have been refunded the wrong amount, please contact our Customer Service, state your order number and the required refund amount. Please note: We do not charge a return shipping free, however the original shipping cost will not be refunded