FAQs

PURCHASE PROCESS AND ORDERS

Which countries can order from the online store?

You can purchase from our online store provided you are shipping to one of the following countries:

European Union: www.mintandrose.com/eu

Spain, Portugal, France, Belgium, Germany, Italy, Luxemburg, Holland, Ireland, England, Austria, Denmark, Finland, Sweden, Bulgaria, Czech Republic, Slovakia, Slovenia, Estonia, Greece, Hungary, Latvia, Lithuania, Poland and Romania

North America: www.mintandrose.com/us

If you are willing to buy from the rest of the world, don’t worry! Please send us an email at europe.store@mintandrose.com and we will give you the corresponding shipping quotation.  If not possible we will inform you about the nearest stockist.

I am not sure what size I am, what should I do?

Because each of our products are handmade it is possible that the sizing can differ between each individual shoe, but we do our best to make sure each item fits as closely as possible.

If you are undecided between two sizes it is recommended to go up a size. Or don’t be shy and ask our team (europe.store@mintandrose.com) we’ll be more than happy to help you.

Sizing Chart

Europe Foot measurement  Cm. US Foot measurement in.
36 23 5-5.5 9.1
37 23.6 6-6.5 9.3
38 24.3 7-7.5 9.6
39 25 8-8.5 9.8
40 25.6 9-9.5 10.1
41 26.2 10-10.5 10.3

 

Will the items that are out of stock reappear on the webstore?

We restock items as soon as possible. Provided we are not changing seasons, we will do our best to restock our core collection and bestsellers as fast as we can. You can insert your mail in the pop-up window above the product you want to buy and we will email you as soon as we have received it.

Are the products you sell the same as they are pictured on the page?

Yes, but you must keep in mind that our products are 100% handmade and because of that we consider each individual product to be unique. We do our best to keep every product looking as similar as possible.

 

PAYMENT

What forms of payment do you accept?

We gladly accept payments via PayPal as well as all major credit and debit cards.

My payment isn’t processing, what’s happening?

This could be due to any of the following reasons:

  • Your credit card has expired. Check the expiration date.
  • You may have reached your Credit Card limit. Consult your bank for information about your credit card.
  • You may have typed some of the information incorrectly, be sure to double check everything.

 

SHIPPING

How long will it take for my order to arrive? How much does shipping cost?

SHIPPING COSTS ESTIMATED SHIPPING TIME
SPAIN (PENINSULA AND BALEARES) AND PORTUGAL. FREE FOR ORDERS ABOVE 30 EUROS.

4 EUROS FOR ORDERS BELOW 30 EUROS.

FROM 1 TO 3 DAYS
REST OF EUROPE. CANARY ISLANDS, CEUTA AND MELILLA. 12 EUROS FROM 2 TO 7 DAYS

In the case of returns shipping costs will not be refunded.

How can I track my order?

Once you have placed your order you will receive a confirmation. When your order is mailed you will receive another email confirming that your package has been shipped and a tracking number. If you have any questions regarding the status of your order, do not hesitate to contact us at europe.store@mintandrose.com.

 

EXCHANGES AND RETURNS

I would like to cancel/change a product in my order. What can I do?

If you haven’t already placed the order, go to your shopping cart where you can remove or change your orders.

If you have already processed the order, email europe.store@mintandrose.com immediately with your inquiry to resolve the issue. They will let you know if it can still be cancelled or provide you with instructions for the return process.

What should I do if my product arrives defected?

Contact europe.store@mintandrose.comwith the issue. They will provide you with instructions informing you what step to take next.

Is it possible to exchange my items? Do I have to pay for it?

Requests for exchanges must be made within 30 natural days after reception of the shipment. The first size exchange is FREE, however, if you want to exchange models or colours we will refund you the amount of your shoes and you can order the style you want on your own from our website.​

To exchange the size of your product please follow the instructions below:

SPAIN

Please contact SEUR by phone 902101010, or by requesting a pickup at www.seur.com. They will send us the product and we will send you the desired size in 2-3 days.

PORTUGAL

Please contact SEUR by phone 707501010, or by requesting a pickup at www.seur.com. They will send us the product and we will send you the desired size in 2-3 days.

EUROPE

Please email us at Europe.store@mintandrose.com indicating your order number, name, address and the desired size. We will send you the return label and DHL will pick up the product. You will receive your desired size within 6 days after the picking-up.

 

If needed, is it possible to return my item? Do I have to pay for returns?

Requests for returns must be made within 30 natural days after reception of the shipment. Please, if you want to return your product follow the instructions below:

SPAIN

Please contact SEUR by phone 902101010, or by requesting a pickup at www.seur.com. They will send us the product and we will refund you the corresponding amount, deducting €9 for return costs.

PORTUGAL

Please contact SEUR by phone 707501010, or by requesting a pickup at www.seur.com. They will send us the product and we will refund you the corresponding amount, deducting €9 for return costs.

EUROPE

Please email us at Europe.store@mintandrose.com indicating your order number, name, address and phone number. We will send you the return label and DHL will pick up the product and send it to us. Within 7 days we will refund you the corresponding amount, deducting €13,5 for return costs.

*In the case that you decide to send the package on your own, please take into account that you hold full responsibility until the package arrives at our facilities.

When will I receive my refund?

When the item arrives to us we will check that it is in perfect condition and proceed to return you your money within 14 days of its arrival to our office.

Remember that the payment to your Credit Card depends on your bank, and often takes about two days to appear in your account.

 

OTHERS

Can I receive periodic emails regarding Mint and Rose news and promotions?

Yes! Feel free to sign up with your email to receive emails regarding news, sales, promotions and new products.

 

MONOGRAMMING

We offer you a unique monogramming service for sneakers and handbags.

We paint your initials by hand and in variety of colors. In pictures, we suggest different options by product and color.
If for some reason you are not sure, we can give you a second opinion by email or phone.
We ask you to give us two to three business days to make your customization.

Products with monogramming service cannot be returned or exchanged and they have a cost of €20.
The number of characters is 2 or 3.

To order your monogrammed product, please follow these steps:

BAGS

  1. Buy the product of your choice and select the monogram option.
  2. Choose the colour of the initials.
  3. Enter the initials in the “order notes” box.
  4. We will send you an email confirming your order and your choice.
    After that you have 24 hours to make any changes if necessary.

SHOES

  1. Select the shoes of your choice.
  2. Select the “monogramming” product in the shoes section and choose the colour of it.
  3. Buy both products.
  4. Enter the initials in the “order notes” box.
  5. We will send you an email confirming your order and your choice.
    After that you have 4-5 hours to make any changes if necessary.
    * We will monogramm your shoes in the right shoe of the pair.

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