Frequently Asked Questions
Shipping
How long does shipping take within Italy?
How long does shipping take within Italy?
Delivery across Italy generally takes 2-5 business days. Orders are processed within 24-48 hours of confirmation. You will receive a tracking number via email as soon as your order has been shipped.
Can I track my order?
Can I track my order?
Yes. After shipment, you will receive an email with your tracking number and a link to follow your package in real time. You can monitor delivery directly on the courier's website.
How much does shipping cost?
How much does shipping cost?
Free shipping on orders over €35 in Italy. For orders below this amount, shipping costs €8. Free shipping to other EU countries on orders over €59; otherwise, shipping costs €15. Promotions and special offers may have different terms—always check the details at checkout.
Do you ship outside of Italy?
Do you ship outside of Italy?
Currently, we only ship to EU countries. Please contact customer service for international delivery.
Returns & Exchanges
Can I return or exchange a product?
Can I return or exchange a product?
Yes, we offer returns and exchanges within 14 days of delivery. We will cover the shipping costs for returns or exchanges resulting from product quality issues; for non-quality-related returns, the item must be unused, undamaged, and in its original packaging. To initiate a return, please contact our customer service team at support@minisoshop.it with your order number and the reason for the return.
What is the return process?
What is the return process?
1.Contact customer service with your order number.
2.You will receive return instructions and a prepaid shipping label.
3.Pack the product in its original packaging and send it back.
4.Once we receive and verify the product, your refund will be processed within 5-10 business days.
I received the wrong or a defective product. What should I do?
I received the wrong or a defective product. What should I do?
We apologize for the inconvenience. Email us at [email] with your order number, a photo of the product you received, and for multiple-item orders, the name and code of any missing item. We will arrange a replacement or refund as soon as possible.
Can I exchange an item instead of getting a refund?
Can I exchange an item instead of getting a refund?
Yes. If you'd like to exchange a product for a different model or color, just contact us. Exchanges are subject to stock availability.
Products & Availability
What types of products does MINISO sell?
What types of products does MINISO sell?
MINISO offers a wide range of lifestyle products, including plush toys, beauty, stationery, home goods, accessories, fragrances, and more. With new seasonal collections and exclusive collaborations launching regularly, there's always something new to discover.
Will out-of-stock products be restocked?
Will out-of-stock products be restocked?
We do our best to restock our most popular products. Restock timing varies. We recommend following our social channels or signing up for our newsletter to receive updates on new collections and restocks.
Where can I find product material information?
Where can I find product material information?
Material and care information is available on each product page under "Product Details" or "Composition." If you have specific questions, feel free to contact us.
Payments
What payment methods do you accept?
What payment methods do you accept?
We accept the following payment methods: Credit Cards (Visa, Mastercard, American Express), PayPal, Klarna and Bank Transfer. All payments are processed on secure, encrypted platforms.
Is my payment information secure?
Is my payment information secure?
Absolutely. We use advanced encryption protocols to protect your payment data. We do not store your credit card information on our website.
Can I pay in installments?
Can I pay in installments?
I'm sorry, installment payments are not supported at the moment.
MINISO Membership Program
Is there a fee to join the MINISO membership program? What are the membership benefits?
Is there a fee to join the MINISO membership program? What are the membership benefits?
Membership costs just €20. Upon joining, you will receive a no-minimum-spend coupon; additionally, you can claim monthly coupons and enjoy exclusive promotions, priority access to special products, and birthday treats.
How can I view my coupons?
How can I view my coupons?
You can view available offers by logging into the membership center ("My Account") on the website. Details of all valid coupons and discounts will also be displayed on your personal page.
Do coupons expire?
Do coupons expire?
Yes, coupons are valid for one month from the date they are obtained. We will send you a reminder before they expire so you can use them.
Didn't find what you were looking for? Contact us and we'll get back to you within 24 hours.