1. TERMS OF SHIPPING AND DELIVERY
1.1. Dispatch and Delivery Timeline:
We partner with third-party logistics service providers to handle shipping and delivery. Our pieces are predominantly made-to-order; therefore, the delivery time for each product varies. To check the delivery timeline of any specific outfit, please visit the product page for that outfit on our website. If you have any specific queries concerning order delivery time, please contact our team on WhatsApp at +92 322 8265888. Please note that the delivery timeline provided is subject to change due to unforeseeable circumstances and should only be used as a general indication.
1.2. Information for Delivery:
To ensure timely delivery, we have to collect specific information like your name, shipping address, billing address, landmarks, contact details, etc. It is your responsibility to provide accurate information. We shall not be liable for delivery failures or delays due to inaccurate information.
1.3. Delivery Attempts:
After the initial delivery attempt, we will contact the cardholder via their registered email address or phone number. If the cardholder allows for a second attempt, additional charges may apply for subsequent attempts.
1.4. Delay in Delivery:
Although we strive for punctual delivery, delays can arise due to logistical challenges, weather conditions, political disruptions, or unforeseen circumstances. We are committed to keeping you well-informed about any delays and the anticipated next delivery date. All communications regarding delays will be documented on the appropriate channel. In the event of any disputes, these communications can serve as compelling evidence.
1.5. Actions of Delivery Personnel:
We engage reputable delivery partners; however, we are not liable for acts or omissions of delivery personnel. Any disputes between you and delivery personnel must be resolved independently.
1.6. Tracking Information:
After your order is processed, you will receive a unique tracking ID for real-time monitoring of your order. The tracking ID will be sent to you via SMS and/or email. Additionally, if you communicate with us through other channels such as WhatsApp or social media, we can provide the tracking ID upon request. Please note that while we make reasonable efforts, tracking information may experience time lags or encounter technical difficulties beyond our control.
1.7. Delivery Charges - Pakistan:
For all domestic orders within Pakistan, a standard delivery fee of PKR 200 applies.
Delivery Charges - International:
International delivery charges are meticulously calculated based on the destination and weight of your shipment. Please note that the initial purchase price and the overall shipping cost during checkout do not include duties and taxes. These additional fees, such as customs duties, import taxes, and other levies imposed by the destination country, are separate and are the responsibility of the customer. These fees, if applicable, will be collected at the time of order delivery by the relevant authorities.
1.8. Customer Responsibility for Customs Clearance and Delays Policy:
Customers are responsible for any merchandise held by the customs agency of their country. While we make every effort to ensure smooth customs clearance, the customer is liable for any charges, fines, or delays incurred due to customs processing. Any fees or penalties imposed by the customs agency are the sole responsibility of the customer and will not be covered by Mineola. Additionally, delays caused by customs procedures will not be the responsibility of Mineola.
2. GOODS/SERVICES NOT RECEIVED
2.1. Definition:
A 'Goods and Services Not Received' situation refers to circumstances where a customer does not receive the ordered goods or services within the expected timeframe or as described in the purchase agreement.
2.2. Eligibility:
This policy applies to all orders placed with us. Any customer who makes a purchase with us is eligible for this policy regarding 'Goods and Services Not Received' situations.
2.3. Delivery Address and Confirmation:
Goods will be dispatched to the shipping address provided by the customer during the order placement process. Our delivery process is contactless, and we do not provide a physical sign-off. However, the proof of delivery is provided by our third-party delivery partner. In case of any dispute, we will provide this proof of delivery as evidence.
2.4. Confirmation of Delivery:
We will issue a tracking number for your parcel, serving as confirmation that the goods have been dispatched to the provided shipping address.
2.5. Timeframe:
Customers must report a 'Goods and Services Not Received' issue within 7 working days from the expected delivery date. Working days exclude weekends and public holidays.
2.6. Reporting:
To report a 'Goods and Services Not Received' issue, customers must contact our customer service team. Please reach out to us via +92 322 8265888 or sales@mineolaatelier.com for assistance.
2.7. Missing Delivery Disputes:
We follow rigorous processes to ensure that goods are not missed out. However, by accepting these terms, the cardholder absolves the merchant from responsibility in cases of missing deliveries. The tracking number serves as evidence of dispatch. In case of non-receipt, please contact the designated courier company. Our team is also available to assist you in contacting the courier.
2.8. Contactless Delivery:
Our delivery process is designed to be contactless. The absence of a physical sign-off does not diminish the validity of the delivery process, as the tracking number serves as a digital confirmation.
2.9. Customer Responsibility:
It is the responsibility of the customer to ensure the accuracy of the shipping address. By accepting these terms, the cardholder agrees to promptly communicate any issues directly to the designated courier company.
2.10. Investigation:
Upon reporting an issue, customers must contact our customer service team with the order number, issue description, and relevant documentation (tracking numbers). Our team will internally review the information and communicate the outcome of the investigation.
2.11. Further Assistance:
For any additional assistance regarding your delivery, please contact our customer service team at sales@mineolaatelier.com or through WhatsApp at +92 322 8265888.
