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FAQ

Shipping Zones

What countries do you ship to through the online store?

You can buy through our online store if your shipping address is in the following regions:

- European Union (Continental Europe only): www.mintandrose.com
- North America: www.mintandrose.us


How can I make an order if my delivery address is not at EU or North America?

If you are willing to buy from the rest of the world, don’t worry! Please send us an email at europe.store@mintandrose.com with the following information: name, last name, phone number, delivery address, and products you want. We will quote the shipment and if you accept it, you can make the payment through PayPal.


Products

The product I am looking for is not available on the online store. Is it going to be restocked?

A product will be restocked if a "coming soon" appears in its descriptio. Please check if it appears in the item you want. If not, we regret to inform you that the product is not going to be restocked. However, you can leave your email in the product and if there is a return and it is available again, you will be immediately notified by email.


I am not sure what size I am, what should I do?

You can check our size guide in the tab of each product. It is a generic guide, but if the product you are interested in has any particularity, we will indicate it in its description.


I received a damaged product. What should I do?

If you think your item is damaged, please send us an email to europe.store@mintandrose.com with the order reference and images of the damaged product. We will give you a solution as soon as possible.


How are the heights of the heels measured? . . .

They are measured from the heel cap up to the highest point on the back of the heel.


Orders

I would like to delete or modify some products or data of my order, how can I do it?

- If you have not processed the order yet, go to the cart and remove the product you do not want to purchase.
- If you have processed the order, send an email to europe.store@mintandrose.com or call our customer service (+34 983 37 53 93) and we will take care of it as long as the order hasn’t been shipped yet.


I am trying to place an order but the site does not let me finish it, what can I do?

Try placing the order from another browser or device. If you still have problems, please send us an email to europe.store@mintandrose.com or call our customer service phone number (+34 983 37 53 93) and we will help you.


I have placed an order, but I have not received the confirmation email. Why? Have I made the order correctly?

Confirmation emails are usually sent as late as one hour after payment. However, if you haven't received it, it can be for three reasons: 

- The payment has not been made correctly
- The email has not been entered correctly
- There is a computer problem that has prevented from sending the email

Please check that the payment has been made correctly, and if so, do not worry! Send us an email to europe.store@mintandrose.com with all your information and we will confirm it as soon as possible.


Payments

What payment methods are available?

- PayPal

- Credit or debit cards (MasterCard, VISA or American Express)

- Aplázame (deferred payments)

- Bizum


My payment is not processing, what is happening?

This could be due to any of the following reasons:

- Your credit card may be expired. Check the expiration date.
- You may have reached your Credit Card limit. Contact your bank for more information about your credit card.
- You may have typed some of the information incorrectly, be sure to double check everything.

If you need further assistance with the payment process, you can always call us on +34 983 37 53 93 or send us an email to europe.store@mintandrose.com.


How does deferred payment work?

You can find the answer to this question on our Deferred Payment section: https://www.mintandrose.com/en/content/18-defered-payment


Shipping

Are taxes and duties included?

No, if there were any customs duties derived, they will be assumed by the client.


My package is lost!

If your package has been lost in transit, please contact our customer service europe.store@mintandrose.com.

After an order has been delivered to the correct shipping address, mint&rose doesn't hold responsablility for lost or stolen packages.


How long does it take to deliver a monogramming order?

For personalized orders with our monogramming service will be added from 2 to 7 days to the standard term.


  How much is shipping and h ow long does it take?

You can find the answer to these questions on our Shipping, Changes and Returns link:
https://www.mintandrose.com/en/content/1-deliveries-exchanges


Why is taking so long to receive my order?

Orders are usually processed and delivered within 24-48 hours. However, in special periods (Sales, Outlets, Premium sales, Christmas), delivery times may increase.


How can I track my order?

Go to your mint&rose account, and there you will be able to check the status of your order. If you do not have an account with us, once you have placed your order you will receive an email with the order / shipping number and a link so you can track your purchase.


Exchanges and Returns

How can I make a size exchange or a return?

You can find the answer to this question on the following link: https://www.mintandrose.com/en/content/1-shipping-delivery


How long does it take to receive my new size?

You can find the answer to this question on the following link: https://www.mintandrose.com/en/content/1-shipping-delivery


Can you return Outlet or Premium Sale products?

Outlet or Premium sale products will NOT be eligible to return, but they may be eligible for a size or colour exchang. In case that the desired size or color is not available, we will make a voucher without expiration.


Can I exchange or return personalized products with the monogramming service?

No, personalized products with our monogramming service will not be eligible to refund or exchange.


Can I return my online order in-store?

Yes, you can make a free of charge return if you bring the product to our store in Calle Argensola 15, Madrid.


When will I get my refund?

After approving the return and check that the item is in perfect condition, we will proceed to refund the amount within a maximum period of 14 business days. We will deduct the return expenses if applicable.

Remember that credit card payments depend on your bank, and it usually takes about two days to go through.


Footwear and bag care

How do I care for my mint&rose shoes? 

You can find the answer to this question on the following link: https://www.mintandrose.com/en/content/24-product-care


How do I care for my mint&rose bags? 

You can find the answer to this question on the following link: https://www.mintandrose.com/en/content/24-product-care