Return & refund policy

Returns are not fun for anyone!

In order to avoid being in this situation, we would like to encourage you to reach out to us in case you are unsure about the fit or size of a product. We are here to help you find the perfect fit and can recommend you which shoes would be a better fit for a certain foot types. 

We are available on chat on the online store most of the daytime, and if for any reason we are not online immediately we try to always respond within the same day. 

We are also reachable on Whatsapp +352 691 540 164 for questions or if you wish to see a close up picture of any product. 

 

MintMouse Returns and Refunds Policy (Online and In‑Store)

Scope

  • This policy applies to purchases made: (a) online (including click & collect), and (b) in our brick‑and‑mortar shop.
  • Nothing in this policy limits your statutory rights under Luxembourg and EU law, including the 2‑year legal guarantee of conformity. Note: the statutory 14‑day right of withdrawal applies to distance/off‑premises sales (e.g., online), not to on‑premises shop purchases. We voluntarily offer a change‑of‑mind return for in‑store purchases as set out below.

 

1. Right of withdrawal (online orders)

  • You have 14 calendar days to withdraw without giving a reason.
  • The 14‑day period ends 14 days after you (or a person you designate, other than the carrier) receive the goods.
  • You must send the goods back no later than 14 days after notifying us of your withdrawal.

 

2. Voluntary change‑of‑mind returns  (in‑store purchases)

  • We accept change‑of‑mind returns for eligible in‑store purchases within 14 calendar days of purchase, provided items are unused, in their original condition, and accompanied by proof of purchase.
  • Refunds for in‑store purchases are made to the original payment method. If the original method cannot be used, we will offer a refund by bank transfer, or store credit.

 

3. Return costs and responsibility (online and in -store)

  • The customer bears the direct cost of returning goods for change‑of‑mind returns (online and in‑store).
  • If we provide a prepaid return label on request, we may deduct its cost from your refund.
  • Risk in transit: if you arrange the return shipment yourself, you are responsible for loss or damage until we receive the goods. We recommend using a tracked and appropriately insured service.
  • Proof of dispatch: if you return by post/courier, keep and provide evidence of dispatch (e.g., receipt showing date, carrier, and tracking number). We may withhold the refund until we receive the goods or acceptable evidence of dispatch.

 

4. Condition of returned goods

  • Please return items complete and in the same condition you received them in, packed in the original packaging

 

5. How to return

  • Online purchases (withdrawal/change‑of‑mind):
    1. Notify us before the 14‑day period expires:
      • Email: as@mintmouse.lu
      • Tel/WhatsApp: +352 691 540 164
      • State your order number, items to return, and your clear statement to withdraw.
    2. Repack items securely and include your order number and contact details in the parcel.
    3. Return address: MintMouse – Unicorner Concept Store, 1A Route de Luxembourg, L‑7240 Bereldange, Luxembourg. Use a trackable service.
    4. Returns from outside the EU: clearly mark “Returned goods – no commercial value.” Any unrecoverable customs/VAT/handling charges incurred due to incorrect return documentation may be deducted from your refund.
  • In‑store purchases (change‑of‑mind): bring the item and your receipt to our shop during opening hours, or post it back as above.

 

6. Damaged, defective, or incorrect items (all purchases)

  • Please inspect your order upon receipt. If an item arrives damaged, defective, or incorrect, contact us as soon as possible (ideally within 48 hours) with your proof of purchase and clear photos. This helps us make timely carrier claims and does not limit your rights.
  • Where we confirm damage/defect or our error, we will provide a free remedy (repair, replacement, or refund) and cover reasonable return shipping if applicable.

 

7. Exchanges

  • The fastest way to receive a different item is to return the original per this policy and place a new order. Where available, we may offer a direct exchange; contact us to confirm.

 

8. Promotions, bundles, and gifts

  • If you return an item purchased as part of a bundle or promotion, discounts may be recalculated. 
  • If a partial return reduces your order below a free‑shipping threshold, we may deduct the original standard shipping cost that would have applied to the kept items. 

 

9. Proof of purchase

  • A proof of purchase (order confirmation, receipt) is required for all returns and warranty claims.

Return address

MintMouse – (Angelique Supka) Unicorner Concept Store, 1A Route de Luxembourg, L‑7240 Bereldange, Luxembourg

 

 

If you have any questions about your return or need assistance, feel free to contact us at as@mintmouse.lu or feel free to call/Whatsapp us at +352 691 540 164. 


 

 

Thank you for shopping with us!