Frequently asked questions
Account and Order Management

1. Is it necessary to create an account to place an order?

No, you can easily place an order as a guest. However, creating a MINA account will make your shopping experience smoother. With an account, you can:

  • Save your shipping and billing details for faster checkouts.
  • Request exchanges directly from your account.
  • Track your orders and review your past purchases.

2. How do I create an account?

Creating a MINA account is simple:

  • For desktop users: Click on the Account icon at the top right, then click on "Create Your Account". Enter your details and register.
  • For mobile users: Open the menu, click on the Account icon, and enter your details to register.

3. What should I do if I forget my password?

If you forget your password, click on "Forgot your password?" in the Account section. Enter your email address, and you’ll receive a link to reset your password. Sign in with your new password.

4. How can I update my shipping or billing address?

Log in to your MINA account and go to the "Addresses" section. To edit an existing address, click "Edit". To remove an address, click "Delete". If you want to add a new address, click "Add a New Address".

5. Where can I find my order history?

Sign in to your account and visit the “Dashboard” on your account page. You’ll be able to view your full order history there.
Order Process and Management

1. How can I place an order?

Once you've added your desired items to the shopping bag, follow these steps:

  • Click the "Shopping Bag" icon and proceed to Checkout.
  • Enter your contact, shipping, and billing details.
  • Click "Continue to Payment" and select your payment method.
  • Click "Complete Order" and check your email for an order confirmation.

    If you're signed into your MINA account, your shipping and billing details will be stored, and you can easily edit or add new information.

2. Can I place an order over the phone?

Yes, you can place an order by calling us at 03334223216 and providing the required SKU and size/color variant of the product you wish to purchase.

3. Can I place an order online and pick it up from the store?

Currently, we do not offer store pickups. However, we are working to introduce this option soon.

4. How can I review my order after placing it?

You will receive an Order Confirmation Email with all your details. If you don't find it in your inbox, check your spam/junk folder. If you still can't locate it, contact customer service at 03334223216 for assistance.

5. Can I add items or make changes to my order?

You can request changes within 24 hours of placing your order, as long as it hasn’t been processed. If necessary, you can cancel your order and place a new one.

6. What is my Order Number?

Your Order Number is provided in the Order Confirmation Email and helps identify your order.

7. What should I do if there is an issue with my order?

If you notice any issues, such as missing or damaged items, contact customer service at mina.com.pk@gmail.com or call 03334223216. We will arrange a pick-up or issue a voucher, refund, or replacement based on availability.

8. Does adding an item to my cart reserve it?

No, items are only reserved once you confirm your order at checkout.

9. Can I cancel my order?

You can cancel your order before it is processed. Once shipped, you will receive a confirmation email and tracking ID. After delivery, our exchange policy applies. We may cancel orders if items are out of stock, there are pricing errors, or if payment is declined.

10. How can I check the status of my order?

You can track your order status by entering the tracking ID on our website or contact customer service at 03334223216 for assistance.
Payment, Billing, and Coupon

1. What payment options do I have?

  • Cash on Delivery
  • Debit / Credit Cards (VISA, MASTER)

For more details on payment methods for online orders, please visit our Payments Guide.

2. Is advance payment required for COD orders?

No, you will only need to pay the full amount in cash once your order is delivered. For COD orders of large amounts, our Customer Care team may contact you for verification before dispatching your order.

3. Can I pay COD with a cheque?

We only accept cash for COD orders.

4. Is it safe to use my credit/debit card to make payments?

Yes, all payment information on our website is processed on a fully encrypted and secure platform.

5. What should I do if my payment fails?

If your payment fails, please check if the information you entered is accurate. If your account is debited despite the failure, the amount is typically reimbursed within 7 business days. For any further inquiries, please contact your bank. You can also email us at mina.com.pk@gmail.com or call us at 03334223216 to check the status of your payment.

6. Can the Billing Address differ from the Shipping Address?

For Cash on Delivery orders, the billing address is not required. Only the shipping address is needed. For Credit / Debit Card orders, we require both billing and shipping addresses, which can be the same or different. To use a different billing address, simply check the "Use a different billing address" option during checkout.

7. Will I get a refund if I cancel or return my order?

If you cancel your order within 24 hours of placement and before dispatch, you will receive a coupon voucher for the full order value. In cases where the items are unavailable, we will process a refund, which may take up to 15 working days based on bank policy.

8. How do I use a coupon or gift card?

To use a coupon or gift card, enter the code in the "Discount Code or Gift Card" field during checkout. Coupons may offer a set amount or percentage discount. If your order exceeds the coupon amount, you can pay the remaining balance through COD or Credit Card. Please read the coupon terms carefully, as there may be limits and restrictions based on the order amount or specific products.
Shipping and Delivery FAQs

1. What is the delivery time for a MINA order?

Orders are processed within 24 hours and typically delivered within 3-5 working days. Timely delivery depends on product availability and payment authorization.

2. Does MINA offer international shipping?

Currently, we only offer shipping within Pakistan.

3. Are there any shipping charges for orders?

We offer free shipping on all orders within Pakistan.

4. Does the order amount include shipping charges?

Shipping is free for all orders within Pakistan, and no additional charges will be added during checkout.

5. How do I check the delivery status?

Once your order is dispatched, you will receive a tracking ID via email. You can check the status of your order on the courier’s website or use the "Track Your Order" section on MINA’s website.

6. Which couriers do you use to deliver orders?

We partner with reliable local couriers to ensure safe and timely deliveries.

7. What happens if I am unavailable to receive my order?

Our courier partners will attempt delivery at least two times. If delivery is unsuccessful after two attempts, the parcel will be returned to us.

8. Can I change the shipping/billing address after placing an order?

Address changes can only be made before the order is dispatched. Please contact our customer service at mina.com.pk@gmail.com or call 03334223216 if you need to update your details.
Security and Privacy

1. Why is it necessary to provide personal information?

Personal details like your name, billing information, and shipping address are required to process electronic transactions, such as credit/debit card payments. These details also help with fraud detection and ensuring secure transactions.

2. Is my personal information kept secure?

Yes, your personal information is safe with us. At MINA, we prioritize the security of our customers' details and take every measure to protect them.

3. Will I receive a security email every time I place an order?

Online security is automatically applied to each order. If you’re using a different debit/credit card, you may receive a one-time security confirmation for that card.

4. What are cookies, and why should I be aware of them?

Cookies are small text files stored on your device. We use cookies to improve your shopping experience, such as saving preferences or tracking your session. Cookies do not store personal information or share details with third parties. You can delete cookies anytime via your browser settings.

5. What should I do if my card is fraudulently used to place an order?

If your card is used fraudulently, please contact our Customer Care at mina.com.pk@gmail.com or call 03334223216 immediately. If the order has not been dispatched, we will issue a refund. You may be asked to provide your card information to help resolve the issue.
Exchange and Return

1. Can I exchange my order?

You can exchange any item purchased online, except for cosmetics and fragrances, within 30 days of delivery. The item must be unused, with all tags intact, and the original invoice must be presented.

Please note that sale/discounted items are not eligible for exchange or return.

2. Are there any additional charges for exchanges?

No, there are no additional charges for the exchange process. However, if you are returning the product, you will be responsible for the delivery charges.

3. How long will the exchange process take?

The online exchange process usually takes 7-10 days. Alternatively, you can exchange your order at any of our stores. Please ensure you have the order confirmation email and invoice with you when making an in-store exchange.

4. What if there is a price difference between the items I want to exchange?

If the value of the exchange item is lower than the original, the difference will be provided to you as a credit voucher, which can only be used on our online store. If the exchange item is of higher value, you can pay the difference in cash at the time of delivery. For partial exchanges, contact customer service at mina.com.pk@gmail.com or call 03334223216 for assistance.

5. Which items are not eligible for exchange?

Fragrances, cosmetics, and sale/discounted items are not eligible for exchange.