FAQ

 

How can I pay for my order? 

Please send your inquiry through to us via email to info@minenssey.com . The Minenssey team will assist and get your order shipped promptly. 

You can pay either with PayPal or a credit card. If you require clarification on the payment and ordering process please email us at  info@minenssey.com after hours and one of our consultants with be in touch with you. 

Is there GST included in my order?

Yes, all prices are GST inclusive.

I’m having difficulty in accessing your website, can you help me? 

We’re sorry that this has happened. Please get in touch with us via email at info@minenssey.com and detail the issue. 

Shipping and Delivery

How long will it take to receive my items? 

Standard Post

This is for non-tracked standard parcel postage delivery within Australia. The estimated delivery time is 3-7 business days within Australia, longer for country areas.* for more information visit our courier partner e-go.

* Please note that Minennsey cannot guarantee delivery times for your products as this may change and fluctuate depending upon Australia Post’s availability. 

Can I send my order overseas?

Yes, you can. Price will be provided by the consultant directly from email communication.

I would like to cancel an order that I made in error, what do I need to do? 

Once orders are placed we process and ship them quickly. Therefore it’s highly challenging to cancel an order once it’s in place. If you would like to cancel an order that you have made in error, please email us to info@minenssey.com  and we will do our best to manually stop the order. 

Can I track my order?

Yes you can. Our consultant will send you tracking number to your email as soon as order is dispatched.

How do I return an order?

Postage for returns for faulty or damaged items is at the customer’s cost. Please note that we can only process refunds on products within 14 days of the receipt of the goods. Refunds are processed into your nominated bank account within 7 business days. please email us to info@minenssey.com  for more information on the process. 

I am not happy with my purchase and I’d like to refund or to exchange my purchase for something else. 

If for any reason you are unhappy with our products, we would like to hear from you and will endeavour to resolve the problem. Please contact info@minenssey.com about this.  Please note that we can only process refunds on products within 14 days from the date of purchase. Refunds are processed into your nominated bank account within 7 business days. Postage for returns for faulty or damaged items is at the customer’s cost.

My order is faulty or damaged on delivery. How do I get a refund? 

Please provide Minenssey with product images and details of the faulty or damage product. Please email this through to info@minenssey.com. A consultant will be in touch with you about your refund. Postage for returns for faulty or damaged items is at the customer’s cost. Please note that we can only process refunds on products within 14 days of the receipt of the goods. Refunds are processed into your nominated bank account within 7 business days. please email us to info@minenssey.com  for more information on the process. 

I have had a skin reaction to the Minenssey range, what should I do? 

We are really sorry to hear that. Please desist from using the product immediately and call us or get in contact via email. In very rare cases with people who have sensitive skin you may experience skin redness or irritation. If you do, please contact us and let us know, and we will endeavour to provide you with a full refund. Postage for returns for faulty or damaged items is at the customer’s cost. Please note that we can only process refunds on products within 14 days of the receipt of the goods. Refunds are processed into your nominated bank account within 7 business days. please email us to info@minenssey.com  for more information on the process. 

How do I know the product expire date?

Please see the batch code at back of the package above barcode area. You will see barcode such as: A18272 . “A ”means made in Australia; “18” means the year manufactured; “2” means the month manufacture; “72” means the batch number of this order.  All Minenssey products are valid 36 months from manufacture date.

Can I speak to a real person not a machine? 

At Minenssey the customer always comes first! That means rather than speaking to an automated message you get to speak with our friendly customer care team should you have any queries. However please note you will need to call us during AEST business hours. Alternately after hours you can email us at info@minenssey.com. We look forward to hearing from you.

Do you test your products on animals? 

Minenssey is strongly against animal testing and we do not test our products on animals. We use only natural ingredients and believe that with the advances in skincare technology, testing on animals is not necessary in any commercial setting. 

Do you use only naturally derived ingredients? 

Yes, our full ingredients list is on the packaging. We use mineral and plant-based natural ingredients that originate from Australia. 

Are your products suitable for all skin types?  

Yes. The Minenssey range is designed for women and men of all ages and skin concerns. We invite anyone who uses our products to provide us with feedback on their effectiveness in improving skin brightness, tone and suppleness. 

I would like to be a wholesaler of Minenssey’s range, how do I go about that? 

We welcome inquiries from wholesalers. To register your interest, please email us info@minenssey.com