FAQ
Frequently Asked Questions
Can't find the answer you're looking for? Contact us at cs@minoti.com — we aim to reply within 24 hours on working days.
Orders
How do I place an order?
Browse our collections, select the item(s) you'd like to buy, choose the correct size, and click "Add to cart". When you're ready, go to your cart and click "Checkout". Fill in your delivery details, choose a payment method, and click "Order and pay" to confirm your purchase. You'll receive an order confirmation e-mail within a few minutes.
Can I place an order without creating an account?
Yes. You can check out as a guest without registering an account. However, creating a free account allows you to track your orders, view your order history, and make future checkouts faster.
Can I modify or cancel my order after placing it?
We process orders quickly, so we cannot guarantee changes once an order has been placed. If you need to modify or cancel your order, please contact us immediately at cs@minoti.com with your order number. If your order has not yet been dispatched, we will do our best to help. Once dispatched, you will need to use our returns process.
I haven't received my order confirmation e-mail — what should I do?
Please first check your spam or junk mail folder. If it's not there, it's possible that the e-mail address entered at checkout contained a typo. Contact us at cs@minoti.com with your name and the approximate date of purchase, and we'll look into it for you.
Can I track my order?
Yes. Once your order has been dispatched, you'll receive a shipping confirmation e-mail with a tracking number and a link to track your parcel in real time. If you have a Minoti account, you can also track your order under "My Orders" after logging in.
My order shows as delivered, but I haven't received it. What should I do?
First, check whether the parcel was left with a neighbour, in a safe place, or at a local pick-up point — the carrier sometimes does this without a prior notification. If you still cannot locate your parcel, contact us at cs@minoti.com and we will open an investigation with the carrier on your behalf.
Sizing
How do I find the right size?
We recommend consulting our Size Guide, available on each product page and in the footer of our website. Our size guides include measurements in centimetres for chest, waist, hips, and height, as well as age-based guidance for children's clothing. If you are between sizes, we generally recommend sizing up for a more comfortable fit.
Do Minoti clothes run true to size?
Our clothing is generally true to European sizing standards. However, fit can vary slightly between styles and collections. We always recommend checking the specific measurements on the product page rather than relying solely on the size label. If you have any questions about a specific item, feel free to contact us at cs@minoti.com.
What if I order the wrong size?
No problem — you can return the item within 30 days of receiving it and place a new order in the correct size. Please visit our Returns Policy page for full details on how to return an item.
Payments
What payment methods do you accept?
We accept the following payment methods:
- Credit and debit cards: Visa, Mastercard, American Express, Maestro, UnionPay
- Digital wallets: Apple Pay, Google Pay, PayPal, Shop Pay
- Buy now, pay later: Klarna
- Local payment methods: BLIK (Poland), Bancontact (Belgium), iDEAL / Wero (Netherlands), Przelewy24 (Poland)
Available payment methods may vary depending on your country of delivery.
Is it safe to pay on minoti.com?
Yes. Our website uses SSL encryption (HTTPS) to protect all data transmitted between your browser and our server. Payments are processed by our payment service providers (including Shopify Payments and PayPal), which are PCI DSS compliant. We never store your full payment card details on our servers.
My payment was declined — what should I do?
Payment declines can happen for a number of reasons, including: insufficient funds, incorrect card details, or your bank blocking the transaction as a security measure. Please check that your card details are correct, ensure you have sufficient funds, and try again. If the problem persists, we recommend contacting your bank. You are also welcome to try an alternative payment method. If you need further assistance, contact us at cs@minoti.com.
Will I be charged in my local currency?
Yes. Prices on our website are displayed in the currency applicable to your country of delivery. The currency shown at checkout is the currency you will be charged in. If your bank account is in a different currency, your bank may apply a conversion rate — please check with your bank for details.
Delivery
How long does delivery take?
Delivery times depend on your destination and chosen delivery method. In addition to delivery time, please allow 1–3 working days for order processing before dispatch. Full delivery times and costs by country are available on our Shipping Information page.
Do you offer free delivery?
We offer free delivery promotions from time to time, including free delivery above a minimum order value. Any current free delivery offers are displayed on our website and at checkout.
Do you ship outside the EU?
Currently we ship to EU member states and the United Kingdom. We are working on expanding our delivery zones. If your country is not listed at checkout, please contact us at cs@minoti.com and we will let you know if we can accommodate your order.
Returns & Refunds
What is your return policy?
We offer a 30-day return window from the date you receive your order. Items must be unused, unwashed, and returned with all original tags attached. Full details are available on our Returns Policy page.
How do I return an item?
To initiate a return, send an e-mail to cs@minoti.com with your order number and the item(s) you wish to return. We'll send you the return instructions. You'll then need to pack the item securely and send it to our returns warehouse in Błonie, Poland.
How long does a refund take?
Once we receive and inspect your returned item(s), we will process your refund within 14 days. Refunds are issued to the original payment method. Depending on your bank or payment provider, it may take an additional 3–5 business days for the funds to appear in your account.
Can I exchange an item for a different size or colour?
We do not currently offer direct exchanges. To get the correct size or colour, please return the original item (within 30 days) and place a new order for the item you want. This ensures you get the item you need as quickly as possible.
What if my item is faulty or incorrect?
We're sorry to hear that. Please contact us immediately at cs@minoti.com with your order number, a description of the issue, and photographs where possible. We will arrange a replacement or full refund at no cost to you, including return shipping.
Products & Stock
How do I know if an item is in stock?
If an item is available in your selected size, you'll be able to add it to your cart. If a size or colour is not selectable, it is currently out of stock. You can use the "Notify me" feature on the product page to receive an e-mail alert if the item comes back into stock.
Are your products ethically sourced?
At Minoti, we are committed to responsible sourcing and ethical production. We work with suppliers who share our values and comply with our code of conduct, which sets standards for fair labour practices, safe working conditions, and environmental responsibility. We are continuously working to improve our supply chain transparency.
How should I care for my Minoti items?
Care instructions are printed on the label of each garment. We recommend following these instructions carefully to keep your items in the best possible condition. If you're unsure about the care requirements for a specific item, please contact us at cs@minoti.com.
Account & Privacy
How do I create an account?
Click "My account" in the top navigation bar and select "Create account". Enter your name, e-mail address, and a password. You'll receive a confirmation e-mail to verify your account.
I've forgotten my password — what should I do?
Click "My account" and then "Forgot your password?". Enter your e-mail address and we'll send you a link to reset your password. If you don't receive the e-mail within a few minutes, check your spam folder or contact us at cs@minoti.com.
How do I unsubscribe from your newsletter?
You can unsubscribe at any time by clicking the "Unsubscribe" link at the bottom of any marketing e-mail. Alternatively, contact us at cs@minoti.com and we'll remove you from the mailing list. Please note that unsubscribing from marketing e-mails will not affect transactional e-mails related to your orders.
How do you use my personal data?
We take your privacy seriously. Please read our full Privacy Policy for details on what data we collect, how we use it, and your rights under the GDPR.
How do I delete my account?
To request deletion of your account and personal data, please send an e-mail to cs@minoti.com with the subject line "Account deletion request". We will process your request within one month in accordance with the GDPR.
Still Have a Question?
If you couldn't find the answer you were looking for, our Customer Service team is here to help.
E-mail: cs@minoti.com
Response time: Within 24 hours on working days (Monday–Friday)
Minoti Spółka z Ograniczoną Odpowiedzialnością | ul. Grochowska 306/308, 03-844 Warsaw, Poland | KRS: 0000785854 | NIP: 1132998007