Frequently Asked Questions (FAQs)
Our employees are ready to assist you to the best of their ability if you have any questions regarding your order or our products. However, please note that longer response times may be expected during campaigns and peak seasons.
You can always send us an email at firstname.lastname@example.org.
We strive to respond to your email as quickly as possible.
You can also reach us by phone Monday to Friday from 10:00 AM to 2:00 PM CET
at the following number: +45 55 56 40 75.
To save you time, we have compiled answers to a range of frequently asked questions here.
Uncertain about the size?
Uncertain about which size to choose?
Has my order been dispatched?
Once your order has been packed and shipped, you will receive an email from us with shipping information so you can track your order.
Can I track my order?
All orders that are shipped as parcels will have an associated tracking number. You will receive an email from the carrier with a tracking number, allowing you to track the package using the carrier's Track & Trace service.
Can I change or cancel my order?
Once your order has been confirmed, it is not possible to make changes or cancel the order. This is because the order is immediately sent to our warehouse for fast processing and delivery.
How do I exchange a product for a different size or color?
Unfortunately, we do not offer exchanges. If you wish to exchange a product for a different color or size, please place a new order on our webshop and return the item(s) you don't want. Please use the prepaid return label provided in the package when you receive it.
I have received a wrong product?
We always strive to send the correct products, but mistakes can happen. If you have unfortunately received a different product than what you ordered, please contact our customer service, and we will find the best possible solution together. Please email us at email@example.com and include photos.
How do I return an item?
When you receive your package, a return form will be included, which should be filled out and enclosed with the returned package. This is done to ensure proper return handling and to provide you with the best possible service.
There is also a prepaid return label included, which you can attach to the package and drop off at the same carrier you received it from. All products must be returned unused and in their original condition, with the tags intact. If returned products are not in unused and original condition or if the tags have been removed, we reserve the right to withhold an appropriate amount.
When returning, please ensure that the products are securely packaged. You are responsible for the package containing the products until we receive it. Therefore, keep your receipt and any tracking number.
If you wish to use your own carrier, the package should be returned directly to our warehouse at the address below, and you will be responsible for the return shipping costs. NOTE: We do not pick up packages at post offices, parcel lockers, or similar locations.
Prime Cargo/ MINI A TURE Copenhagen
How long is my return period?
You have a 30-day return period when shopping on www.miniature.com.
When will my return package be processed?
It takes up to 2-6 business days (Mon-Fri) for your package to arrive and be processed at our warehouse. It may take up to 10 banking days for the money to be refunded to your account.
When will the money bededucted from my card?
The amount will be charged to your card upon shipment and refunded to the same card in case of a return. If a product is sold out and cannot be delivered, you will only be charged for the items that are actually shipped.
Complaint about a product purchased on miniature.com
DEFECTIVE PRODUCT UPON RECEIPT
If you discover that a product is defective, please contact our customer service before returning the product to us. Our customer service will then find the best possible solution for your specific case. In order to assess the warranty claim, you will either need to provide pictures of the product as documentation or return the product to us. This will be arranged with customer service when you get in touch. Write to us at firstname.lastname@example.org.
Do I have to pay for shipping in case of a warranty claim/defective item?
For valid warranty claims, we will naturally provide a free return label, or the details will be arranged between you and our Customer Service.
You have a two-year warranty on products according to Danish consumer law. The warranty covers manufacturing defects and does not include wear and tear or faults resulting from improper handling or poor maintenance of the product. You must file a complaint within a reasonable time frame, no later than 2 months after discovering the fault. We will rectify any faults or defects that were present at the time of purchase and not caused by misuse, at no extra cost to you. This means you can have a defective product exchanged, repaired, or receive a price reduction based on the extent of the fault.
Warranty claim for a product purchased from a MINI A TURE retailer
You must contact the retailer where you purchased the product. The retailer will then handle the warranty claim.
I have not received my package, what should I do?
You can track the delivery using the carrier's track & trace number. You can also contact the carrier directly.
If this does not assist you, please feel free to contact our customer service, and we will help investigate the status of your package. Please write to us at email@example.com.
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 all countries within the EU. To place an order for delivery in Denmark, please visit www.miniature.dk.
How much is the freight cost?
In the EU we offer free shipment for orders above 70 EURO.
Orders under EURO 70 are shipped with shipping rates starting from EURO 19. You can see the actual price before making payment.
How long is the time of delivery?
- Sweden: 2-5 weekdays
- Rest of EU: 3-6 weekdays
If your order has been delivered to a pick-up point, please remember to collect it before it is returned, usually within 7-14 days. You can see on the tracking where your order is at.
This is my first time placing an order, how do I proceed?
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.
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.
If you have any doubts or questions, you are always welcome to contact our customer service via phone or email.
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