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faq's
Frequently Asked Questions
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
You do not need an account to create an order with us.
But if you choose to create an account with us, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders from your account and hear first about new arrivals & seasonal sales.
WHAT PAYMENT METHODS DOES MINA ESSENCE ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?
We accept Visa, MasterCard, American Express and Maestro.
All payments are processed through a secure checkout system via Shopify Pay and Iyzico Payment System.
IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR MY ORDER?
All purchases are insured against theft and accidental damage whilst in transit with UPS (Turkey) and Fedex (Indonesia) from Mina Essence to your shipping address. Once your package has been delivered at your specified address, it is no longer covered.
We do not require a signature for packages to be delivered.
CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED?
Before your purchases have been prepared for dispatch we can cancel an item, or edit your billing and shipping details.
If you need to make any changes, please email hello@minaessence.com with your order reference number & change requirements within 24 hours. Unfortunately, at this time we cannot add or remove items once an order has been placed.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive an email containing your tracking information to track your order. We strongly encourage all of our customers to track their orders, to keep informed about possible delays, delivery attempts or requests of further information from the courier.
HOW DO I RETURN OR EXCHANGE AN ITEM?
You have 14 business days to return your items to us for a full refund. Items should be returned to the first destination it is shipped from.
Unfortunately, we are unable to offer exchanges. You will need to return the item(s) that are not satisfactory for a refund and place a new order for the items you wish to receive. However, once we receive your returned merchandise, we will process a refund in which you will get an email notification for. We will also process a refund for your shipping charge on your original order, once your new order is placed.
In order for you to receive a shipping refund, you must let us know that you are in the process of making an exchange. If you received a discount on the original order, please let us know and we will keep this for your exchange.
DO YOU OFFER A REPAIRS SERVICE?
Being such high quality, we expect your Mina Essence garments to last for many seasons, however if anything go wrong, we are able to repair items up to a year after purchase within Turkey & Indonesia.
Contact hello@minaessence.com for further information.
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