FAQ | How can we help you?

Do you have a question regarding our website, our services and/or our policies? We have listed the most frequently asked questions below. Please contact our customer service if you cannot find an answer to your question.

How can I track my order status?

You can track your orders at ‘My account – Orders’.

How do I place an order?

You can easily place an order by following these steps:

  1. Log in to your account
  2. Search for the desired products by using the menu on top of our website of by using the search bar
  3. Add the desired products to your cart
  4. Go to your shopping cart and check the product list, you can change the amount of each product here
  5. Proceed to checkout and payment
  6. Select the address and desired payment option
  7. Checkout

When will you ship my order?

If you place your order before 5:00 PM CEST on a working day (Mo. – Fri.), we will ship your order that same day. Orders placed after 5:00 PM CEST will be shipped on the next working day. Products that are not in stock will be shipped as soon as we have received and tested them in our warehouse. You can find the estimated delivery time at the product page of these products.

What are the shipping costs?

We ship all packages with PostNL, UPS and DHL, we charge the following rates for small to medium sized packages:

The Netherlands & Belgium: Standard free shipping from €30,-

Rest of the world:  We will soon upload a document with all shipping costs, please contact our customer service for all accurate prices.

What are the payment options?

You can choose between the following services when completing your order:

  • iDeal
  • PayPal
  • Mister Cash
  • Sofort Banking
  • Belfius
  • Credit Card

What is the return policy of Minpex?

You can find our return policy at the Return Policy & Service page.

How can I submit a RMA request?

You can submit a RMA request at te ‘My account – Returns’ on our website.

Please make sure to read our return policy prior to completing the form and please make sure you complete all steps. Returns without a submitted RMA request, returns without the RMA document enclosed and/or incomplete returns may take longer or may not be processed at all.

My Account

How can I change my account details?

You can change your account details by accessing  ‘My account – Account details’. Please make sure to save your changes.

How can I track my order status?

You can track your orders at ‘My account – Orders’.

Where can I find the contact details of my personal contact?

You can find the contact details at ‘My account – Personal contact’.

I forgot my password, how can I reset it?

You can reset your password by clicking the ‘I forgot my password‘ button on the login page.

Where can I find my open bills?

Unfortunately we do not have this option at the moment. Please contact our customer service for questions about open bills.

Orders

How can I see the product prices?

You can see the product prices if you have an account at Minpex.nl. You will be able to see al product prices in the product overviews and on each single product page after logging in to your account.

Are you an unregistered visitor of our website and would you like to see our prices? You can easily create an account in only a few of minutes. You will be able to see all prices after we have approved your account.

Please note that you must be registered as a company to be able to shop at Minpex.nl.

How do I place an order?

You can easily place an order by following these steps:

  1. Log in to your account
  2. Search for the desired products by using the menu on top of our website of by using the search bar
  3. Add the desired products to your cart
  4. Go to your shopping cart and check the product list, you can change the amount of each product here
  5. Proceed to checkout and payment
  6. Select the address and desired payment option
  7. Checkout

Can I cancel my order?

It is not possible to cancel your order.

Can I change my order?

Due to the outsourcing or our warehouse, it is not possible to change/update your order.

I have not received an order confirmation. What should I do?

Please check if the order confirmation email has arrived in the spam folder in your mailbox. You can contact our customer service if you have not received an order confirmation within 30 minutes after placing the order.

Can I change my shipping address after placing an order?

We do not have the ability to let you change the shipping address after placing an order. Please make sure you enter the correct address when placing your order.

I have ordered the wrong product, what should I do?

Technically, we are not responsible for incorrect ordered items. However, we always try to provide our customers with the best service possible, so we offer you the possibility to ship the items back to us. You will have to pay for the shipping and we will charge you with a restocking fee of 25% of the value of the returned product. This fee will be charged after we have received and tested the product.

Please note that incorrect ordered items should be reported to us within 2 working days (Mon. – Fri.) after delivery by opening a RMA ticket in your personal account. Otherwise your request will be denied.

What is my order status?

You can find the statuses of your orders in the My Account section at ‘Orders’.

Payment

What are the payment options?

You can choose between the following services when completing your order:

  • iDeal
  • PayPal
  • Mister Cash
  • Sofort Banking
  • Belfius
  • Credit Card

How do I use my store credit?

Do you have store credit? You can use your coupon code by following these steps:

  1. Go to ‘My Account à Coupons’ and copy the coupon code
  2. Go to your shopping cart
  3. Insert the code at the ‘promo code’ box
  4. Click apply

The store credit has now been used.

Can I pay on account?

Yes, you can apply for paying on account after your account has been verified. You should have a history order value of at least € 2500,00 to become eligible for application. You can contact our customer service to request payment on account when you meet the criteria.

What are your banking details?

Banking details:

ING Bank: NL06INGB0007306922
BIC CODE: INGBNL2A

 

Bank address:

ING Bank N.V.
Foreign Operations
PO Box 1800
1000BV Amsterdam
The Netherlands

Q&A

Where do you buy your products?

We have our own dedicated suppliers all over the world, from China to the USA and Europe. All our suppliers and manufacturers are selected one by one by our CEO and Senior Buyer to ensure high quality products and good prices, for us and for you.

Who & What is Minpex?

Minpex is a wholesaler with a large assortment of parts, accessories, repair tools and refurbished devices for the repair and retail trade markets. We only sell top brands, including Apple, Samsung and Huawei. High quality is our main goal. We work together with an accurate selected network of suppliers and manufacturers spread over the world.

Returns & Refunds

What is the return policy of Minpex?

You can find our return policy at the Return Policy & Service page.

How do I return a product?

You can return a product by submitting a RMA request at ‘My Account – Returns’. You will receive a PDF file after submitting the request, please enclose this document in the return package.

How can I submit a RMA request?

You can submit a RMA request at te ‘My account – Returns’ on our website.

Please make sure to read our return policy prior to completing the form and please make sure you complete all steps. Returns without a submitted RMA request, returns without the RMA document enclosed and/or incomplete returns may take longer or may not be processed at all.

How long will a RMA take?

We always try to process your return as quick as possible. Please keep in mind that a return might take at least 5 working days after the arrival of the package in our warehouse. You can contact our customer service or your personal contact if you have not heard from us within 10 working days.

What refund options can I choose?

Our standard refund options are a product exchange and store credit. More options are available in some specific situations. You can find all refund terms & conditions at our Return Policy & Service page, you can select the desired refund option when submitting a RMA request.

How can I submit a RMA request?

For now, please use the RMA forms at the bottom of the page. You can fill these in and add them to the return package.

Soon you will be able to submit a RMA request at the ‘My account – Returns’ on our website.

Please make sure to read our return policy prior to completing the form and please make sure you complete all steps. Returns without a submitted RMA request, returns without the RMA document enclosed and/or incomplete returns may take longer or may not be processed at all.

Shipping & Delivery

When will you ship my order?

If you place your order before 5:00 PM CEST on a working day (Mo. – Fri.), we will ship your order that same day. Orders placed after 5:00 PM CEST will be shipped on the next working day. Products that are not in stock will be shipped as soon as we have received and tested them in our warehouse. You can find the estimated delivery time at the product page of these products.

What postal services does Minpex use?

Your order will be shipped with PostNL, DHL or UPS. All shipments are insured for theft, damage incurred during the shipment and loss of package.

What are the shipping costs?

We ship all packages with PostNL, UPS and DHL, we charge the following rates for small to medium sized packages:

The Netherlands & Belgium: Standard free shipping from €30,-

Rest of the world:  We will soon upload a document with all shipping costs, please contact our customer service for all accurate prices.

Can I collect my order at your store?

We do not have a physical store and we have outsourced our warehouses. Therefore, it is usually not possible to collect your order. However, we can occasionally make an exception. Please contact our customer service if you want to collect your order. We will review your request and let you know if you can collect your order at our office or not.

I have not received my order. What do I need to do?

Please contact our costumer service with your order details if you have not received your order. We will track the shipment and provide you with an update or proper solution as soon as possible.

An item is missing in my delivery. Will I still receive it?

Please contact our costumer service with your order details if you have received an incomplete order. We will check the order and we will provide you with a proper solution as soon as possible.

My product is DOA (Dead On Arrival).

Please refuse the package if it is damaged or opened upon arrival. Contact us about this as soon as possible.

Physically damaged or non-functioning goods inside your package should be reported to us within 2 working days (Mon. – Fri.) after delivery by opening a RMA ticket in your personal account. Please describe your problems as detailed as possible and include a picture of the broken product showing our seal.

I have received the wrong product(s). What should I do?

Please complete these steps if you have received an incorrect item so we can check and fix this as soon as possible:

  • Take 3 clear photos, please make sure that the SKU is visible on all photos.
  • Open a RMA ticket on our website by logging in to your personal account.

Please note that any issues should be reported within 2 working days (Mon. – Fri.) after delivery.

Technical Issues

I am not receiving automatic emails such as order confirmations and invoices, what can I do?

Please check if our automatic emails have arrived in the spam folder in your mailbox. Please contact our customer service if this is not the case so we can check it for you and provide you with a solution.

I have trouble signing into my account, what should I do?

If you have trouble signing into your account, it may be caused by your browser cookies.
Follow these steps and see if it resolves the issue:

For Safari:
1. Open Safari.
2. Go to Safari > Preferences… > Privacy > section ‘Cookies and website data’ and click ‘Details…’.
3. Search ‘minpex.nl’
4. Select the item and delete.

For Google Chrome:
1. Open Google Chrome.
2. Go to Chrome menu > Settings
3. Click ‘Show advanced settings…’ > Privacy > Content settings…
4. Next go to Cookies > All cookies and site data
5. Search ‘minpex.nl’
6. Delete by clicking the trash can icon next to the item.

For Firefox:
1. Open Firefox.
2. Go to the Firefox menu > Options > Privacy  > Show Cookies …
3. Search ‘minpex.nl’
5. Select and click ‘Remove cookie’
6. Save changes and close.

For Internet Explorer:
1. Open Internet Explorer.
2. Go to the Internet Explorer menu > Internet Options.
4. In the General panel find ‘Browsing history’ and click ‘Settings’
5. In the resulting Website Data Settings dialog click ‘View files’. This will open the folder Internet Explorer cache.
6. In the folder, search ‘minpex.nl’ and delete.

If this did not solve the issue, please contact us at info@minpex.nl