Have Questions?
What payment methods are accepted?
Minimalmug accepts a range of secure and commonly used payment methods for customer convenience, including:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Supported digital wallet payment methods made available during checkout.
Please note that available payment methods may vary depending on the customer’s geographical location and device settings at the time of purchase.
How long does order processing take?
Orders are processed within 1 to 3 business days, excluding weekends and public holidays. Customers will automatically receive an email confirmation once the order has been prepared and successfully dispatched from our facility.
How long does delivery take?
For deliveries to European destinations, the estimated delivery period is 5 to 8 business days following successful dispatch. Final delivery timeframes may vary depending on the destination country’s customs clearance procedures and local delivery arrangements.
Which delivery services are used?
Minimalmug collaborates with premier international delivery providers, utilising expedited priority services operated by DHL, FedEx, and UPS where appropriate for the specific destination and operational requirements. Carrier selection is determined based on the destination country and current delivery conditions to ensure the safest transit.
Will I receive tracking information?
Yes. Tracking updates are automatically dispatched to the email address provided during checkout upon the occurrence of major delivery events, including:
- Order dispatch;
- Arrival at regional transit and logistics facilities;
- Local delivery updates;
- Successful delivery completion.
Customers are encouraged to ensure that their email address is entered accurately during checkout to prevent missing these essential delivery notifications.
What happens if my order takes longer than expected to arrive?
If a shipment exceeds the standard delivery window, Minimalmug will immediately open an official investigation with the relevant carrier to locate the package. Following completion of the investigation and assessment of the transit data, a definitive resolution will be provided to ensure full customer protection, including a complimentary replacement order or a full refund.
Can I cancel my order?
Customers may contact customer support regarding cancellation requests at any time before an order enters the final dispatch process. Once dispatch has taken place, the order cannot be cancelled and will instead be handled in accordance with our standard return and withdrawal provisions.
Do customers in Europe have a right to return products?
Yes. Customers located in jurisdictions where statutory cooling-off rights apply may exercise their 14-day Right of Withdrawal, beginning on the date the physical goods are received. Customers wishing to exercise this right must contact customer support via email before the expiration of the 14-day withdrawal period to receive comprehensive return instructions.
What should I do if my order arrives damaged or defective?
If a product arrives damaged in transit or contains a manufacturing defect upon delivery, please contact customer support via email immediately and provide clear photographs showing the condition of the item and its outer packaging. Following a swift review of the evidence, a full remedy will be provided, including a complimentary replacement item or a full refund. Where photographic evidence is sufficient for verification, the physical return of the damaged item is not required.
When are refunds processed?
All approved refunds are processed directly back to the original payment method utilized for the initial purchase, unless otherwise required by applicable law. The exact timeframe required for the funds to clear and appear on your statement depends entirely on the financial institution or payment provider’s internal processing cycles.
How can I contact customer support?
Customers may contact Minimalmug at any time via email. Our support team monitors messages continuously, and a definitive response to your enquiry will be provided within 24 hours.
Contact Information
Brand Name: Minimalmug
Company Legal Entity: GIDON BING CERAMICS LIMITED
Official Website: www.minimalmug.com
Customer Support Email: ceramic@minimalmug.com
Contact Telephone: +64 9 360 1502
Registered Office Address: Level 1, 1 Jervois Road, Ponsonby, Auckland 1011, New Zealand
Warehouse & Fulfilment Address: Level 1, 1 Jervois Road, Ponsonby, Auckland 1011, New Zealand