Refund policy
Returns & Refunds
We guarantee total customer satisfaction. If you are not completely satisfied with your online purchase once your order has been delivered, you may return unused merchandise in its original box provided you meet the rules described hereafter within 14 days or order received. You have the right to retract the sale agreement at any time prior to your items being dispatched.
All items must be returned unused, with authentic labels, user instructions, guarantee leaflet and other hangtags and wrappings and in original packing. You are responsible for returning the products to us within 14 days of receiving your order if you would like to return them and receive a refund. If the good returned under your right of retraction are not in a re-sellable condition, we will not be able to accept your return and issue you a refund
- Please e-mail mindels@hotmail.co.uk with your order number and any information on return reasons.
- Once you receive acknowledgement from mindels@hotmail.co.uk please return your items which must be tracked through a trusted courier. Once you have dispatched your return please email mindels@hotmail.co.uk with your tracking reference.
- Pack the item to be returned (only unused items, with authentic labels, use instructions, guarantee leaflets and other hangtags and wrappings) in its original carton to prevent damage while in transit.
- Provided you have respected all the above return requirements, we will issue you a refund of the purchase price. The refund will be issued to you within 14 days of receiving your return form, and is dependent on Mindels Luggage receiving a proof of couriered delivery
- In the event you have not respected all return requirements, we will advise you by email the reasons why we cannot approve your return within 14 days.
Adding to an Order
Once payment has been accepted, we are unable to add items to an existing order. If you would like to purchase additional items, please place a new order as we offer free delivery for all orders.
Failed Delivery Attempts
Our trusted couriers will attempt delivery to your address. If delivery is unsuccessful, your parcel may be redirected to a local Pickup Shop.
You can manage delivery preferences, including safe place or neighbour delivery, directly through the DPD website or app.
If you choose delivery to a safe place or neighbour, responsibility for the parcel passes to you
FAQ's About Orders and Delivery
When will my order be dispatched?
We aim to deliver orders within four working days where possible. During busy periods, dispatch times may be slightly longer. Once your order has been dispatched, you will receive a tracking email.
How can I track my order?
Once your order has been dispatched, you will receive a tracking number by email. You can use this to track your parcel and manage delivery preferences directly with our trusted couriers
Can I change my delivery address after placing an order?
Once an order has been placed, we are unable to change the delivery address. If your order has not yet been dispatched, we may be able to cancel it so you can place a new order with the correct details. Please contact Customer Service as soon as possible.
What happens if I am not home for delivery?
If delivery is unsuccessful, our courier may redirect your parcel to a local Pickup Shop. You can manage delivery preferences, including delivery to a neighbour or safe place, directly through the DPD website or app.
Can I choose a safe place or neighbour for delivery?
Yes. You can set this directly with DPD once you receive your tracking details. Please note that if you choose a safe place or neighbour, the parcel is considered delivered once confirmed by our courier, and Mindels is not liable if it goes missing.
Do you deliver to locations outside mainland UK?
Yes. We deliver to non mainland UK locations including Northern Ireland, the Channel Islands, the Isle of Man, and selected islands around mainland Britain. Delivery times and charges for these locations are shown in the UK delivery table.
Why has my order arrived in more than one parcel?
Some items may be shipped from different locations or packed separately. Smaller items may also be placed inside larger cases to reduce packaging. Please fully unzip your case and check inside on arrival.
What should I do if something is missing from my order?
If an item listed in your order confirmation is missing after the expected delivery timeframe, please contact our Customer Service Team and we will be happy to help.
Do you deliver on weekends or bank holidays?
Standard deliveries take place Monday to Friday. There are no deliveries on bank holidays or during the period between Christmas and New Year. Saturday delivery is available on selected services and subject to availability.
Who is responsible for return delivery costs?
Return costs are the responsibility of the customer unless the item is faulty or incorrect. This applies to UK, non mainland UK, and international returns. Please see our Refunds and Returns page for full details.
Can Mindels change my delivery date or time?
No. Delivery changes must be made directly with the courier using your tracking details. Mindels is unable to make delivery changes on your behalf.