FREQUENTLY ASKED / QUESTIONS

+ How do I create a Mineral account?

You can create a new account by clicking “Log In” on the right top corner.

+ Can I place an order without logging in?

No you can't!

+ How can I get my 15% off on my first order?

You need to login in order to enjoy your 15% off.

+ How do I update my account information?

All you need to do to update your account information is to login and then click on the “My Account” tab..

+ What should I do if I forget my password?

If you have forgotten your password, simply click on the 'Forgot My Password’ link on our Login page and enter your email address. You’ll then receive an email to reset your password..

+ How do I view my order confirmation?

Once you have successfully placed your order you will receive a confirmation email. You can also view your order details by signing in and clicking on “My Account” tab..

+ Can I make changes to my order?

You may make changes while the desired items are in your basket..

+ How long will it take for my purchases to arrive?

Orders placed before 3 pm during business days are collected by our couriers on the same day and orders placed after 3 pm are collected the following day. During promotion seasons the estimated dates of collection may vary between 1 to 3 days..

+ How long can I keep an item reserved in my basket?

You may keep an item in your basket for 24 hours..

+ Which courier services does Mineral use?

Items you have purchased from mineralofficial.com are delivered by Yurtiçi Kargo.
International deliveries are handled by DHL.

+ What are the shipping costs?

Mineral members receive free shipping for domestic orders and international orders?

+ Where do you ship?

Mineral ships to all destinations around the world and do it as fast as possible.

+ How do I check my order status?

You can check your order status after you login by clicking on “My Account/My Orders”.

+ How can I see if my order has been shipped?

Once your item ships, you will receive a Shipment Confirmation email which includes a tracking number for your purchase.

+ What happens if my order is delivered damaged, incomplete or with wrong items?

If you have any issues with your order, please call our customer services at +902123253536 or send an email to info@mineralofficial.com for assistance.

+ Is it safe to shop online with Mineral?

We use SSL (Secure Socket Layer) which encrypts your card number and personal information, keeping them safe and secure. The moment you enter your credit card number the information is encrypted and sent to your bank. Therefor it is impossible for Mineral or third parties to have access to your card information. Your credit card information is kept between you and your bank only.

+ What are my payment options?

We use PAYU payment systems. You can use any debit or credit cards. You can also choose to pay the original price without any additional fees in 3to12 months installments using select credit cards.

+ Which credit cards do you accept for installment plans?

You can use any credit cards.

+ How do I return an item?

You can easily return any unused item except ‘undies’! All you have to do is fill out and sign the return document comes within the cargo box. You can return the items you wish to return within 15 days of purchase. Domestic returns can be made FREE with Yurtiçi Kargo. International returns must be made using DHL.

Our return address:
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Nisbetiye Mahallesİ Nisbetiye cad Ayyıldız Is Merkezi apt no: 4/4
Beşiktaş …….
Tel: +902123253536
Fax:+902123253537

+ When will I receive my refund?

Mineral customer services team will start the inspection and confirmation processes within the 3 days upon receiving the returned item. Once items have been approved for returns, we will refund the cost of the item within 15 days. You will also receive an email regarding your refund.

+ What is your return policy?

Mineral Returns Department reserves its right to approve a return. We cannot accept returns for items that has been damaged due to wrong care procedures. You can return accessories within 7 business days of purchase.

+ What is the status of my order?

We will send you a Shipment Confirmation e-mail containing shipment details and your tracking number once your purchase has been shipped.