FAQ
ORDERS
Can I change my order?
Once your order has been confirmed, it is in general no longer possible to make changes to it, since the order is immediately sent to our warehouse for fast expedition and delivery. If you wish to change your order, please contact our customer service, and we will examine the possibilities.
It is not possible for us to add additional items to your order, since we are not able to draw additional amounts from your card. Therefore you need to put in a new order. To avoid paying for a double shipment, contact our customer service to have the orders shipped together, unless the first order has already been packed.
Can I cancel my order?
Contact our customer service. Has the order not yet been packed by our warehouse, we can still cancel it.
Can you ship two orders together?
Contact our customer service to inquire the status of your order. Have they not yet been packed, we are able to pack them together and you will only be charged for one shipment.
Has my order been dispatched?
Once your order has been packed and shipped you will receive an email from us.
ORDERING & PAYMENT
In order to shop at www.miniature.com you must be 18 years old and hold a valid payment card, accepted by our shop. If you are not yet 18 years of age, you can buy items if you have obtained your guardian's consent or otherwise have a legal right to enter into the purchase.
When will the money be deducted from my card?
The amount will first be deducted from your card at order dispatch, and returned to the same card in case of a refund.
It is my first time ordering, how do I go about it?
No reason to panic! Click on the item you want and choose the right size. Then click the ”Add to cart”. You are then able to see the items you have selected. To complete the order, you must fill in contact and delivery details. Then you choose the desired type of payment as well as delivery or pick-up, and press ”accept and buy”. Immediately you will receive an order copy in your mailbox.
The item I want is sold out, where else can I get it?
Items in our product range may be sold out on our own web shop. Therefore, if you desire a specific item, please contact our customer service, and they can inform you which of our dealers have bought this item.
Where do you deliver?
We deliver to:
Denmark (please go to www.miniature.dk)
EU countries
** Please note that we do not ship to United Kingdom, the Hebrides, Isle of Man, Gibraltar, Shetland Islands, Isles of Scilly or Channel Islands
What are the delivery costs?
Types of delivery and prices within Denmark:
Private packages by GLS (please go to www.miniature.dk)
- With distribution DKK 39 - Free shipping on orders above DKK 499
- Without distribution DKK 29 - Free shipping on orders above DKK 499
Types of delivery and prices outside Denmark:
Private Parcels by GLS
- Sweden, Germany, & Finland: €13
- Rest of EU: €19
What is the delivery time?
Denmark: 1-3 working days
Sweden: 2-5 working days
Rest of EU: 3-6 working days
Will I be able to track my order?
Please contact us for a track and trace.
I have not received my package, what do I do?
Please contact us and we will examine your case.
If this does not help you, feel free to contact our customer service, and we will investigate the status of your package.
Read more about payment options in our Terms and Conditions here.
Please contact our customer service with any questions you might have.
RETURN & EXCHANGE
How do I return an item?
When you receive your package, a return-form is enclosed. This must be filled out and enclosed with the return package. This procedure is to prospectively ensure the best possible service.
When returning an item, you should make sure that they are securely wrapped, since you carry the responsibility for the package/items until we receive it.
When you send back items to us, it will be at your own expense. We recommend that you send the parcel secured with a tracking number. That way we can always find your shipment.
The package must be returned directly to our warehouse. We will not collect parcels at post offices or the like.
Please return to:
PRIME CARGO / MINI A TURE CPH
Profilvej 3
6000 Kolding
Denmark
Do I have to pay for returning an order?
You must pay the cost of returning the item(s) when you regret a purchase. Deliveries within Denmark includes a prepaid return label for the amount of DKK 49. If you choose to use the return label, the DKK 49, will be deducted your credited amount.
How do I exchange my item for a different size or colour?
If you wish to exchange an item to a different colour or size, please place a new order on our web shop and return the item(s) in question. Concerning exchanges in Denmark, the enclosed return label must be used. When we receive the return package we will credit the returned item(s), and you will in Denmark, not be billed for the return freight. On the return form received with your order, you apply the return code as well as your new order number in the commentary box.
I received the wrong item?
Of course we always strive to send you the right items, but sometimes mistakes can happen. Have you unfortunately received a different item than the one you ordered, please contact our customer service, and we will together find the best possible solution.
RIGHT OF COMPLAINT
According to the Danish Sale of Goods Act, you are entitled to a two-year right of complaint for purchased goods. For no additional cost, we address defects and deficiencies that are not self-inflicted during normal use, but were present at the time of purchase. The right of complaint can therefore not be used in cases of wear and tear defects, or damages caused by improper treatment or poor maintenance.
Do I pay for shipment when it is a complaint?
In the case of a justified complaint we will refund reasonable freight costs. By agreement, a return label can be forwarded.
I have received a defective item
Unfortunately it can happen that a product, against expectations, is defective. If you receive a defective item, please contact our customer service and they will find the best possible solution.
Complaints about defects, which should be detected by normal examination of the items, must be notified to us as soon as possible and within two months after the receiving date.
I wish to complain about an item bought on the web shop
If you discover that a product is defective, please contact our customer service before you send the product back to us. Our customer service will then find the best possible solution for your specific case.
In order to assess the complaint you will either need to send pictures of the item as documentation, or return the item to us. This is agreed upon when contacting customer service.
I wish to complain about a product, not purchased on the web shop
In this case, you need to contact the shop where you bought the item, and they will decide the treatment of the complaint.
