FREQUENTLY ASKED QUESTIONS

ORDERS

Can I change or cancel my order?

Once you have placed your order it is immediately sent to our warehouse for fast expedition and delivery. Therefore, it is not possible to change or cancel your order once it has been placed.

Has my order been dispatched?

Once your order has been dispatched you will receive an email from us with shipment information.


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 only 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 credit card?

The money will be deducted from your credit card once the order has been dispatched.

It is my first time ordering, how do I go about it?

Click on the item you want. Then click the ”Add to cart” button. To complete the order, you must fill in contact and delivery details. Choose the desired type of payment and delivery type. Then click ”Accept and buy”. You will receive an order copy in your mailbox immediately.

The product I want is sold out, can I find it elsewhere?

Sometimes products are sold out on www.miniature.com. If you want a specific product, please contact our Customer Service. They can inform you if the product is sold by some of our dealers.


LEVERING

Where do you deliver?

We deliver to all countries within EU.

What are the delivery costs?

All orders are shipped with GLS from our warehouse in Denmark. You will receive an email with shipment information when you parcel is on its way.

Prices for delivery in Denmark:

In Denmark we offer free delivery on all orders above DKK 499 with delivery in Denmark.

Orders below DKK 499 are shipped from DKK 29.

Prices for delivery outside Denmark:

  • Germany, Sweden and Finland: EUR 13
  • Rest of EU: EUR 19

 
Delivery times

  • Denmark: 1-3 weekdays
  • Sweden: 2-5 weekdays
  • Rest of EU: 3-6 weekdays


If your order has been delivered to a parcel shop, remember to pick it up before it is returned to us, usually with 7-14 days. If you do not pick up the package within the deadline, you are responsible for paying the costs associated with the return shipment. These costs are not covered by MINI A TURE.

The same applies if you refuse to receive the package with your order for home delivery.

Can I track my order?

All orders are shipped with GLS from our warehouse in Denmark. You will receive an email with shipment information when you parcel is on its way. You can use the GLS track & trace number to follow your order.

I have not received my package, what do I do?

You can use the GLS track & trace number to follow your order. Or you can contact GLS directly and they will look into it.

If this does not help you, feel free to contact our Customer Service, and we will look into it.


RETURN & EXCHANGES

You have 14-days right of return when you shop at www.miniature.com.

How do I return a product?

When you receive your package, a return slip is attached. This must be filled in and included in the return package. This is done to ensure correct returns and that we can provide the best possible service in the future.

All products must be returned unused and in their original condition, and the marks must not have been removed. If returned products are not in unused and original condition and with marks intact, we reserve the right to withhold an appropriate amount.

When returning, it is your responsibility that the products are wrapped properly. You are responsible for the package with the products until we receive it. Therefore, save the postal receipt and the track & trace number.

The package is returned directly to our warehouse:

Prime Cargo / MINI A TURE Copenhagen
Profilvej 3
6000 Kolding
Denmark

We do not pick up parcels at post offices, in parcel boxes or the like.

Do I have to pay for returning a product?

If you for some reason regret a purchase, you must pay the costs for returning the product(s) yourself. These costs will not be paid by MAT ApS.

When will my return package be processed?

It takes up to 2-3 weekdays (Monday to Friday) to receive and process you return package at our warehouse. Once your return is registered, we will send a confirmation email and initiate the refund. It can take up to 10 banking days before the money is in your account.

How do I exchange a purchased product to a different size or color?

If you wish to exchange a product item to a different color or size, you must place a new order on www.miniature.com and return the product(s) in question. You must pay these return costs yourself. These return costs will not be paid by MAT ApS.

I have received a wrong product?

We strive to always send the right products, but sometimes we make mistakes. If you have received another product than the one you have ordered, please contact our Customer Service and we will find the best possible solution for you.


RIGHT OF COMPLAINT

You have a two-year right to make a complaint about products in accordance with Danish Purchase Act. The right of complaint covers production defects and does not include wear and tear or defects that have occurred because of incorrect treatment or poor maintenance of the product. You must complain within a reasonable time - no later than 2 months after you have discovered the error.

We remedy faults and defects that are not self-inflicted in normal use, but were present at the time of purchase, without it costing you extra. This means that you can have a defective product replaced, repaired, or a price reduction based on the extent of the error.

Must I pay for shipment when it is a complaint?

In the event of a justified complaint, we will send a free return label to you.

I have received a defective product?

If you by mistake have received a defective product, please contact our Customer Service, who will find the best possible solution.

Complaints about defects and deficiencies that should be discovered during regular inspection of the product must be notified to us as soon as possible and no later than two months after receipt.

I want to complain about a product bought on www.miniature.com?

If you discover that a product is defective, please contact our Customer Service before returning the product to us. Our Customer Service will find the best possible solution for you.

For our Customer Service to assess the complaint, you must send pictures of the product as documentation or return the product to us. This is agreed with customer Service upon request.

I want to complain about a product that is not bought on www.miniature.com?

You must contact the retailer where you purchased the product. They will handle the complaint.  complaint.