Help & FAQs

• Order online
• Order by FREE Phone: 0800 007 6440
  

Your credit card transactions are secure. All on-line orders are encrypted and sent through a secure server, using SSL technology to prevent information from being intercepted. We currently have the option of paying by debit card/credit card.

Methods Of Payment    
We accept Delta, Visa, Mastercard, Switch, Maestro, Solo, JCB, Visa Electron.

Place An Order    
Placing an order is simple. Simply navigate through our site to the products you want and when you've chosen the item, click the 'Buy Now' button. You'll then be forwarded to our cart page where you can either checkout immediately or continue shopping.

Edit My Order    
If you wish to edit or change your order after it has been placed, simply send us an email explaining what you wish to change. If your order has already been processed, you will not be able to modify or change your order. Our e-mail is sales@mousetominx.co.uk

Cancel My Order    
If you wish to cancel your order after it has been placed, simply call us on 0117 927 2001, including all relevant details, asking us to cancel your order. If your order has already been processed, you will not be able to cancel it. Instead, you will need to return your order immediately it arrives, and apply for a refund.

Returns, Refunds and Exchanges: our policy    
We know it's sometimes necessary to return or exchange an item. We want to offer our customers great satisfaction with a service to match, so if you are unsatisfied with any order that you have received then you may return it to us within 14 days of receipt. The item must be returned unused and in the original packaging that it was sent. If we find that the product has not been returned to us in fully re-saleable condition, we reserve the right to refuse.

For reasons of hygiene, we cannot refund or exchange the following products unless they are faulty: personal grooming products, cosmetics, pierced jewellery, and frilly knickers.

When returning any items please enclose a copy of the invoice or a note with your name and invoice number clearly stating whether you require a refund or an exchange. If you do not enclose an invoice or letter with your details then we will not be able to tie the return up with your order.

Unfortunately we do not refund postage if an item is returned. However, If we have made a mistake on an item sent to you or it is faulty, damaged, of unsatisfactory quality or unfit for purpose, we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning.

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference. We recommend that you return items by recorded mail as we cannot be held responsible for any missing parcels.

Please return to:

Mouse to Minx,
7 Christmas Steps, Bristol BS1 5BS

Important returns note: we cannot be liable for items sent unrecorded. For your protection we recommend that you use a recorded-delivery service. We will issue a full refund on the price paid for the item within 30 days

None of the above returns policy definitions affect your statutory rights.

Refunds    
Refunds will be made in the same method a payment was received. For example if you have paid by credit or debit card then we will make a refund directly to the card that was used to make payment.We will write to confirm your return has been processed. You will receive your refund credit within 2 to 3 weeks after you post the goods back to us.

Please note that refunds bought as presents can only be given to the original payer, and if you decide to swap an item, we can’t stop the payer knowing.

Exchanges 
If you would like to exchange an item please follow the return instructions above. We will confirm receipt of your return and confirm that the replacement product is in stock. Exchanges will be sent out 2-3 days from confirmation of receipt.


Create An Account    
Shoppers who create a personal shopping account with us, will be able to store all of their billing information with us, thus preventing having to enter it every time.Your data is kept exclusively for Mouse to Minx and not shared with a third party.

To create an account, simply select "My Account " at the top of the page. From there, you will be able to register with us. You will also be able to register during your check-out process. If you do not wish to create an account with us, but wish to have your information stored for future orders, simply click the "remember me" option at the bottom of the billing/shipping page. The next time you come to our site, your billing and shipping information will be pre-filled for you. In order to take advantage of this feature, you must have your "cookies" enabled on your computer.

Forgot Username or Password    
If you forgot your username or password, simply go to the "My Account " screen and choose "Forgot my password". You will then be able to enter your email address and we will email you your username and password within a few minutes.

Edit Account Information    
If you wish to edit your account information, simply click the "My Account" button located at the top of the page. Enter your email address and password then click the "Sign In" button. Click on the "Update Your Profile" button and change any information you wish to change then click the "Update Profile " button located at the bottom of the page when you are finished.

View Past Orders    
To View your past orders, log into your account and click the link on the welcome page.

Delivery    
All orders are packaged with great care to ensure safe delivery. Orders are delivered by Royal Mail Standard Parcels service. UK registered is available on request. Large orders may be subject to additional charges please contact us for details.