FREQUENTLY ASKED QUESTIONS AND CORRESPONDING ANSWERS

You will always receive an order confirmation by email. This will contain an overview of your purchase, its price and the order date. If you have any questions about your order, please contact us at customer service .

For your professional orders, you can contact our customer service .

Unfortunately, it is not possible to cancel or modify your order once it has been confirmed and processed.

From the date of receipt of your package, you have 14 days to change your mind.
For the end of year holidays, the return period is extended.

Returns are the responsibility of the customer.
Your items must be returned by post to our warehouse only, at the following address:

Sarl at panda
2A rue Auguste Lepère
HALL2 Door 44
44100 Nantes

Items must be returned in their original packaging, with their label and any accessories, in perfect condition for resale. They must therefore not have been worn, washed or damaged.

For your returns, download a return voucher here , to print and attach with the item(s) you wish to return to us.

Any proof of return shipping must be retained until the refund is processed.

Once your order has been paid, changing your delivery address is possible for 1 day, after which it is no longer possible.

Once your order has been paid, changing the delivery method is no longer possible and it is unfortunately not possible for us to reschedule or postpone a delivery.

If a package is returned to the sender for non-claims, an incorrect delivery address provided by the customer or refusal of delivery, MINO reserves the right to charge delivery costs for the reshipment.

If the package is returned again, MINO reserves the right to reimburse the customer directly. The various shipping and customs costs will be deducted from the refund.

Your parcel number will also be sent to the email address given when you registered. You can track your " parcel " on the website https://www.17track.net/ with your parcel number, as soon as your order is delivered to the Post Office.

In case you cannot find this parcel number, or if you are unable to track your order, do not hesitate to contact our customer service who will be able to provide you with information.

If your order is late in arriving, first check that it has been taken into account: following acceptance of your payment, you should have received an order confirmation email.

An email was then sent to you to notify you of the dispatch of your order. If after 5 working days you have not received anything and no delivery notice has been left in your mailbox, contact our customer service.

The delivery process can sometimes be complex and result in incidents of rough handling. We kindly ask you to understand this reality. In case of damage, please take clear photos of the damaged products as well as a photo of the product with the package label. Then contact our customer service. We will contact you within 24 hours to provide you with after-sales service.

MINO pays the greatest attention to the quality of its products.

If, however, despite all the quality controls carried out, a defect is to be reported, we invite you to report it. We ask you to respect the returns procedure and to clearly tell us the reason for the return.
In the event of a proven defect on our part, we can return the part to you (subject to available stocks) or refund you.

We will issue a refund using the same payment method used for the initial order. Our reimbursement times are on average 14 days.
Reimbursement times may be extended during Merci Days and sales periods.

Your order can be paid by Visa, Mastercard or American Express bank card. You also have the option to pay for your order via Paypal or Apple Pay.

ELECTRON cards from the VISA network and MAESTRO cards from the MASTERCARD network are not accepted for online payment on our site.

Once your order has been validated and payment accepted, MINO reserves the right to cancel an order if the customer already has a dispute with MINO or if we consider that the customer carries a risk of non-payment.

If the credit card payment worked and you have not received an order confirmation email within a few hours, do not hesitate to contact our Customer Service .

You have up to 3 payment attempts to complete your order.

If none of these attempts are successful, your payment will be refused and you will be redirected to our site to a screen informing you that your payment has been refused.

Your payment may have been refused for various reasons: an error in entering your bank details, the amount of the order may exceed your financial reserves, etc.

Contact our customer service to find out the reasons and find a solution together to finalize your order.

We remind you that ELECTRON cards from the VISA network and MAESTRO cards from the MASTERCARD network are not accepted for online payment on our site.

No banking information is stored on our site.

Your banking data is directly entered on the secure server of our technical and financial partner Shopify.

The banking information you provide, encrypted on your own computer, will never circulate unencrypted on the Internet.

To create a customer account, go to the home page of our site minopottery.com and click on the “Account” icon at the top right.

You will be asked to create an account by entering your email address, as well as a password.

You will then just need to fill in the requested information.

If you have forgotten your password, click on this link to be redirected to the forgotten password form. An email will be sent to your mailbox with your new password.

Your account allows you to manage certain parameters such as: your personal information (last name, first name, email address, etc.), your addresses (delivery and billing) and your subscription to the MINO Newsletter.

You can also access your order history with details for each of them. Your account settings can be changed at any time.

If you wish to delete your customer account, you can contact us at customerservice@minocraft.com and request this at any time.

A confirmation email will be sent to you by our teams.