faqs

FAQS

CONTACT / MY ACCOUNT.

How can I contact Mipounet?
Please contact us by email at
customerservice@mipounet.com for more information.

I have forgotten my password, what should I do?
If you cannot remember your password, go on your account at the very top of any page, and follow the "Forgot Your Password?" instructions.

Is my personal information kept private?
Please be assured that we consider all the information you share with us totally private and confidential.
For details please read the Mipounet Privacy Policy.


At no point will we share, rent or sell your personal information without your consent. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. Please note that we do not keep your credit card details online and these details are therefore protected from any breach of security. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties.
Financial information is used to check the user’s qualifications and to bill the user for products.

I have a new email address, can I update this in my account profile?
Please contact our customer service department so they can help you with updating this information.

I wish to get in contact with the Press team at Mipounet
If you wish to get in contact with our Press team, you can contact us at press@mipounet.com. Unfortunately, we do not have a direct phone number and can be contacted through email only.

PRODUCT QUESTIONS.

How do I find a specific item?
You can look for an item by typing in the product name or code into the ‘Search’ box at the top of our website. Alternatively you can filter by product type or category using the tabs at the top of the page.

Can I return an item that does not fit and exchange it?
You can return an item for a full refund, but unfortunately we cannot issue exchanges for a different item. We can only exchange item(s) for the same item in a different size. You will need to place a new order through our website if you would like a different item. You will be able return your item as long as the item is in the same condition within 14 (fourteen) calendar days after the date of delivery.Under these circumstances you are responsible for the return shipping costs.

Do you have sizing guidelines?
Yes, we have a size guide tab for every product form, where you can find information about recommended sizes. Please note that this is a guideline only.

My item is faulty, I wish to send it back for a refund
In the unfortunate case that you have received a faulty / damaged item, please contact our customer service team within 24 hours and we can help you.

ABOUT MY ORDER.

Can I change or add anything to my order?
Unfortunately we can not change or add anything to your order after it has been placed. You will need to make a new order if you wish to purchase further items.  

Can I cancel my order?
Please contact us as soon as possible. If your order has not been shipped we might be able to cancel it. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to cancel your order.

Can I change my order delivery address?
Please contact us as soon as possible. If your order has not been shipped we might be able to change the delivery address. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to change it.

How will my order be packaged?
We take extra care to send your item(s) securely wrapped so your order will not be damaged during the delivery process.

How will I know that you have received my order?
We will send you a confirmation by email as soon as your order has come through in our system.

Please note that it may take up to one hour before you receive this email. This is due to the fact that the payment needs to be approved by your payment provider.
As soon as your order has been shipped, you will receive a dispatch email with your track and trace number.

I have received the wrong item, what do I do?
Please contact our customer service team directly within 7 days from receiving the item, our customer service team can solve the issue.

I have not received all of my items, what do I do?
It could be that there is a second parcel on its way, especially with larger orders. However, always contact our customer service within 7 days from receiving the order and we can help you.


HELP WITH PLACING AN ORDER.

Do I need to be registered in Mipounet online store in order to make a purchase?

To place an order in our online shop you have to register as a user on our website and complete the fields in the LOGIN section.

I cannot login, what do I do?
If you cannot remember your password, go on your account profile at the very top of any page, and follow the "Forgot Your Password?" instructions.

Do you take orders via phone / email?
In the interests of protecting your privacy, we are unfortunately unable to place orders on your behalf. We can only accept orders and payments that come through our website.

Do you ship to my country?
Please check this list, Mipounet ships to the following countries:

EUROPE (UE)

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech, Denmark, Eire, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Latvia, Luxenbourg, Malta, Netherlands, Portugal, Poland, Romania, Slovakia, Slovenia, Spain, Sweden.

EUROPE (out of UE)

Andorra, Guernsey, Jersey, Liechtenstein, Monaco, San Marino, Switzerland, Cyprus, Malta, Norway.

UNITED KINGDOM

England, Northern Ireland, Scotland, Wales.

NORTH AMERICA

Canada, Mexico, USA.

REST OF WORLD

Australia, Far East (except Russia), Middle East, South America.

Please note that you may be charged a customs fee / duties when you order from our website if you are based outside the European Union. If you are unsure about the rules in your country, or for more information, we recommend you contact your local customs office.

PAYMENT AND PRICES.

How do I make a purchase?
Once you have found an item you wish to purchase, select the size you require and click ‘Add to Bag’. You can continue shopping and adding items to your ‘Shopping Bag’ or go straight to ‘Checkout’. Once you are happy with the items and ready to purchase, click ‘Shopping Bag’. Fill in your address information and choose how you wish to pay. Continue through to the payment process to confirm your order.

Which payment options do you offer?
You can pay with your credit or debit card. We accept Visa, Mastercard and American Express. Alternatively, you can pay through your Paypal account.

In which currency will I be charged?
All our prices are either in Euro, GBP or US dollars depending on where you live. We are unable to charge you in any other (local) currency.

Do I have to pay a customs fee / import duties?
Please, be aware that customs fees may apply when you are ordering to a country outside of the EU. Please check with your local customs office for more information.

I have a discount code that does not work, what do I do?
In case you have received a discount code and it does not work, please contact our customer service team and we can help you.


DELIVERY AND RETURNS.

How is my order delivered?
Your order will be delivered with TIPSA for Spanish orders and UPS for international orders. The delivery time is around 2/7 business days, depending on where you live.

Please take note that delivery to islands and remote areas may take longer.

You will receive a tracking number that allows you to track your parcel from door to door.

How much cost my delivery order?

Spain (Peninsula) (EU)     

TIME*  2/3 days

PRICE  8€      

      

Spain (Balears) (EU)  

TIME*  2/5 days

PRICE  15€      

 

Spain (Canary Island, Ceuta and Melilla) (EU)

TIME*  2/5 days

PRICE  25€    

 

Europe (EU)  

TIME*  2/3 days

PRICE  10€   

  

Europe (out of EU) **   

TIME*  2/5 days

PRICE  30€      

 

United Kingdom **   

TIME*  2/5 days

PRICE  10£         

  

North America **                                                                                                 

TIME*  2/7 days

PRICE  $35    

                    

Rest of the World **  

TIME*  2/7 days

PRICE  $40

 

          

* Mipounet cannot be held responsible for delays caused by the shipping carrier.

 

**IMPORTANT: Mipounet cannot guarantee that you will not be charged any customs taxes or duties. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we do not have any control over the amount imposed, the fees of the customs regulations vary from country to country. Please contact your local customs office for further information about customs policies. Mipounet cannot inform you about the amount of taxes and duties and any delays in delivery of the package.

How do I return my item?
You will find a return form with instructions in your pack. If you have any doubts please contact our customer service.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Do you have free returns?
Free returns are not available, you will need to pay the shipping costs to return an item. If, however, Mipounet has made a mistake regarding your order we will assume the shipping costs.

What are the terms and conditions for returning an item?
You may return any product ordered from Mipounet website within 14 (fourteen) calendar days after the date of delivery. The item must be in its original packaging and accompanied by the corresponding receipt.

You will usually be refunded within 10 working days after your return is checked by our teams. A confirmation email will be sent to you once your return has been confirmed and when you are refunded.

We cannot exchange returned products for another size or item. You should place a new order if you wish to buy another product or change the size.

Note: Refunds can sometimes take longer than 10 days to appear on your statement because of the processing time for credit cards and transfers.

How long does it take for my return to be processed?
You will usually be refunded within 10 working days after your return is checked by our teams. A confirmation email will be sent to you once your return has been confirmed and when you are refunded. Refunds can sometimes take longer than 10 days to appear on your statement because of the processing time for credit cards and transfers. Please note that some banks do not show refunds until your next (monthly) overview. For more information, please contact your bank as they may still be holding on to the money.

Note: If you have a question that is not answered on our site you can email us at customerservice@mipounet.com