Customer support
1 Shipping
1.1 What does it cost to ship a package inside Europe ?
Europe is divided in 3 zones, Netherlands, EU and non-EU.

Netherlands
In our home country we offer a Flat rate shipping costs for all packages.
0 - 30 kilo = € 6,95

EU
In the EU we offer Flat rate shipping costs for packages.
0 - 1 kilo = € 9,95
1 - 31 kilo = € 14,95

Non-EU
Our shop charges you shipping by the Kilo 
0 - 1 kilo = € 19,95
1 - 2 kilo = € 22,50
2 - 3 kilo = € 23,95
3 - 4 kilo = € 25,95
4 - 6 kilo = € 28,95
And so on... 

Netherlands & EU packages
These are sent and delivered by DPD postal service. With a amazing fast service packages should be delivered within 24 hours in the Netherlands and between 2 - 4 business days in Europe. DPD also informs you on delivery times by email & phone (if provided) and tell you an exact delivery time and the possibility to choose your own day & time for delivery.

Non-EU packages
These are shipped with PostNL postal service, they work together with local postal services in these countries to provide delivery. Each package is insured and trackable via the link we sent to your email. 

We know the shipping price is more expensive because of the possible exchange rate and because the price construction of PostNL for larger & heavier packages. The base price of a 2 Kilo+ package inside Europe can be between €14,00 and €22,00. For every kilo (1000 grams) we have to pay between €0,95 & €1,95 

We do not plan on using another parcel agency soon and unfortunatly we can't make exceptions.
 
1.2 What does it cost to ship a package outside Europe ?
Our shop charges you shipping by the Kilo 

0 - 1 kilo = € 15,95
1 - 2 kilo = € 19,95
2 - 3 kilo = € 34,95
3 - 4 kilo = € 39,95
4 - 5 kilo = € 44,95
And so on... 

90% of our packages are below 2 Kilo so we managed to get a good bulk deal on shipping these "light" packages for less cash but except a little longer delivery time but all still trackable. For the larger packages we ship premium: insured and trackable packages with PostNL parcel service, and faster delivery. Packages are delivered with your local Postal service (USPS in USA, Hong KOng post in Hong Kong etcetera.)

We know the shipping price is expensive because of the exchange rate and because the price construction of PostNL for larger & heavier packages. The base price of a package outside Europe is about €21,00 and for every kilo (1000 grams) we have to pay €4,95. 

We do not plan on using another parcel agency soon and unfortunatly we can't make exceptions

Keep in mind these prices are the about the same price your postal service will charge for packages from you to us (including insurance and tracking).

1.3 I live outside EU, can you ship to me?
Are you going on a holiday to Iraq or Afghanistan but you don't wanna miss out on that special release? This year you rather send a gift to Santa rather then receiving one? Well you're in luck because we'll ship everywhere around the globe ! see above for prices.

1.4 Which parcel service do you use?
We make use of DPD (EU) and PostNL (Non-EU & World) for all our packages.

DPD is focussed on the European market with delivery tiems ranging from 1-4 business days. PostNL is for the Non-EU and World packages, they make arrangements with your local parcel service for delivery.

So Americans expect a package through USPS and Hong Kong(ians?) expect one from Hong Kong Post.

1.5 How much is the shipping fee for me ?
Simply put the products you want in the cart and then select to which country these items have to go. The system will automatically calculate how much plastic we'll be sending to you :)

1.6 Wrong or defect products
Despite the great care that we devote to your order, it can happen that an article has a failure or you receive the wrong product. In these cases you should contact Mintyfresh within 7 days (of delivery) by using the online ticket system and we will solve the problem a.s.a.p.

1.7 Returning items
It can always happen you buy something for someone else or the items you bought isn't what you thought. In this case we accept returns within 14 days of receiving the items. Products must be in original packaging and not show any usage. 

Return costs are not covered by us and are sent at own risk, initial shipping costs will not be refunded either. We have a pick-up service (within Europe) which can be used to pick up your good, these costs can be extracted from the refund total.
2 SALES TAX, VAT, TVA, BTW
2.1 Do I have to pay taxes over my order?
This depends on where you're from. Because the European Union handles a few different rules for different countries, we divided them in 4 categories.

Netherlands
- Always 21% TAX

EU
- 21% TAX for a regular private customer
- 0% for a Company (must provide legal TAX number and address details)

Non-EU
- Always 0% TAX

World
- Always 0% TAX

But.... to all lucky 0% customers, we will add an invoice and a real value to the packages. This means you could get an exta TAX charge from your own government if they intercept the package at the border.
3 Pre-orders [PO] & On Demand [OD]
3.1 What does [PO] a.k.a. Pre-order mean exactly ?
It means Pre-order dummy... Oh why we put it with our products? Because the vinyl world is so small and some companies (goddamned ThreeA) tend to announce their awesomeness way before it's available and people tend to forget!

So we put them on the webshop with a price and an estimated period of arrival. THis can change overtime due to Currency exchange or problems at factory... either way keep an eye over there.

3.2 What does [OD] a.k.a On Demand mean exactly ?
[OD] stands for On Demand meaning we offer products we do not have in stock at the moment but with the right amount of patience and time they can be yours soon (for a reasonable discounted price).

Just place the item in your basket like every other item and we'll be ordering the figure at the distributor. Within a specific amount of time the product will be at our HQ and then forwarded to you. If you have specific questions regarding an estimated time it will be with you from payment please contact us!

3.3 I want a [PO] item and a in stock item, what now ?
Ordering other products + a [PO] item means we'll keep the other products aside until the Pre-order items have arrived so we can ship everything at once, mainly because you only paid the shipping once...

We recommend to place a separate order if you do not want this to happen, if you don't mind waiting, great we always toss in a free gift for those patient ones (unless it's a fixed box size directly from distributor... sorry nogift :p)

4 Payments
4.1 What payment options can I use ?
At Mintyfresh we accept payments through IDEAL, Paypal, Bank transfer and almost every creditcard. Since January 2010 it's also possible for European customers to use payment options as Mister Cash, Card Bleue and Giropay these options can be used using the Multisafepay option during check-out.

For more details about payment options you can click here.

4.2 What is Multisafepay ?
Multisafepay is a payment system we use to have a wider selection of choice during check-out. Especcially our German, Belgian and French customers are loving it due to the added option of paying with Mister Cash, Card Bleue and Giropay.
When choosing Multisafepay during the check-out process you'll be forwarded to an new website where you can choose you preferred payment option. The process is not different as usual and it's very easy to use !

4.3 How do I pay through a bank transfer ?
Please check our Payment Methods section regarding this problem, it's not as hard as you think ;)

4.4 I paid but payment status remains unchanged !
First check you're email for a payment confirmation, if you haven't received one somthing probably went wrong during check-out please check if money was written off.
If the above did happen please don't worry this sometimes happens when paying through Multisafepay and this always happens when using a bank transfer. We'll check our bank account everyday and as soon as we see that the money has been deposited we'll change the status manually :)

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