Frequently Asked Questions

Orders

Can I cancel my order?

It is possible to cancel a recent order if it has not been processed or dispatched.

If your order has been processed and dispatched, it will not be possible to cancel it. Please complete an online returns form or visit our shop for a refund.

Can I modify an order?

It is not possible to modify an order. If the order is not processed and/or dispatched, it can be cancelled and a new order placed.

Why was my order cancelled by MiniMaternal?

It is possible that your order has been cancelled due to stock availability, fraud prevention checks or other exceptional circumstances. If this occurs, you will be notified by email and either no amount will be charged or a full refund will be issued.

What should I do if my order appears to be lost or stolen?

If your package appears to be lost or possibly stolen, an investigation will need to be opened with the carrier. This process may take 10 to 20 business days.

Shipping

How can I track the delivery of my order?

Home shipping

A dispatch confirmation email containing a tracking number is sent when the order is dispatched. You can also log in to your customer account to check the status of your order.

Which carriers do you use?

The choice of carrier is made when the order is dispatched, unless otherwise specified.

We work mainly with the following carriers:

• Canada Post
• Nationex
• Obibox
• Canpar

Other carriers are also used, depending on the items and the destination.

A confirmation email with a tracking number and carrier details will be sent when the order is dispatched.

What is the delivery time?

Delivery times are for guidance only and are not guaranteed. Please refer to details of delivery times.

My parcel is marked as delivered, but cannot be found. What should I do now?

If your order is indicated as delivered, but you have not received it, please check with your neighbors, your concierge or the usual drop-off location (mailbox, balcony, garage, etc.). If the package is still missing after these checks, please contact us so we can make inquiries with the carrier.

Returns & exchanges

I’ve received a broken parcel. What should I do?

How long does it take to receive a refund?

Once the goods have been received at our distribution centre, please allow 24 to 48 hours for your return to be processed.

Once the refund has been made, allow 3 to 7 working days for the funds to be returned to your original payment method.

Can I make an exchange?

It is not possible to exchange products online. To obtain a new product or variant, complete a new order and return the unsuitable item separately.