Brexit: Everything you need to know
Following the UK leaving the EU from January 1st 2021, Minami would like to reassure all our customers that there will be no change to your shopping experience.
Minami is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
Minami can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders to EU destinations as normal.
All our orders to EU countries will be delivered duty paid (DDP) and there will be no customs fees for you to pay.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
All products will continue to be shipped from the UK.
For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no additional cost to you.
Registering is quick and easy.
Simply head over to the sign-up page to join our MINAMI community for everyday nutrition and wellness
articles and access to a wide range of omega‐3 with market leading purity and strength.
We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.
If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.
It’s easy to make changes to your details, whether it’s your payment information, password or address.
Log-in to your account and you’ll find all the options you need.
There’s no need to worry, we’re DPA compliant, meaning we take securing your personal details seriously.
If you don’t want to receive our exclusive offers and promotions, simply log-in to your account and select the ‘Email Preferences’ option to make this change.
Don’t forget, you can choose to re-subscribe at any time!
All MINAMI stock depends upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if this is the case, we’ll get in touch to let you know.
We’ll never stand in the way of you and your products so we make it easy to order online, we’ll even hold items in the basket for 60 minutes for you should you temporarily leave our page!
Once you have found the products you are after, add them to your basket. You can either carry on shopping or checkout if you’ve got everything you need.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you’re good to go! We’ll send you an email as soon as the order is on its way.
Absolutely! Click on the basket icon at the top of the page and you’ll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.
We’ll send you an email as soon as it’s on the way, or simply check your account to track it.
Plus, we ship all items separately, making sure you get what you need as quickly as possible.
Your account makes it easy to keep track of all your orders.
Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and discover all the information you need.
We’ll also send you an email as soon as it’s on the way
Your account will show any previous orders you’ve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
Not found the information you need? Send our Customer Service team a message while you’re in your account and we will look into this for you.
We’re sorry to hear you want to cancel.
Can we help with anything so that you don’t have to? You can contact our Customer Service team through your account.
If not then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
See our Returns Policy to help you get the order back to us instead.
Once you’ve placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.
Select the order you wish to cancel and you’ll see that you can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
Don’t worry, you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. Refer to our Returns Policy to find out how.
Need some more help? You can send our Customer Service team a message while you’re in your account, or give us a call and we will gladly help.
We’re sorry that happened! We take pride in all our products.
So that we can look into this for you, please contact us to tell us more.
It's always useful if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we’ve looked into the fault we’ll send you an email with the outcome.
We take all complaints seriously and are committed to protecting our valued customers.
If you do have a concern regarding the quality of any of our products then please raise this with our Customer Service team.
To support with our investigation, it is always useful to have the information below before contacting us-
1. Order Number
2. Product Name
3. Batch Number
4. Expiry Date
5. Images where applicable
6. A brief summary that details the actual complaint
Please keep the product until you have spoken with our team who will advise whether or not we require it back for further analysis.
We’re sorry to hear that you've not received the product(s) you were expecting. Please send us a message through your account, or contact our customer service team.
In order to assist you, we will need to know the following-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we’ve looked into what’s happened we’ll send you an email with the outcome.
We take great pride in the quality of our products so we’re sorry to hear you’ve received a damaged item.
In order for us to assist, please send us a message through your account, or contact the customer service team.
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we know what’s happened, we’ll send you an email with the outcome.
We ship items separately to make sure you get what you need as quickly as possible.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
If the item has been sent, then send a message through your account to let our Customer Service team know and they’ll be happy to help.
Payments and Discounts
We offer a variety of online payment methods to ensure our customers can access the best MINAMI products with ease.
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
This is just so we can keep our customers safe!
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you’re seeing the status ‘Payment Problem’, don’t worry this can be easily fixed and we’ll have your products on the way to you in no time!
Before re-entering any card details, please make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help.
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you’ll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite MINAMI products with ease.
We like to make things as easy for you as possible, including getting discount off your favourite MINAMI products.
Once you’ve got all your items in the basket, add your code in the box marked ‘Got a discount code? Enter it here’. Clicking ‘Use Code’ will apply the discount.
If the code doesn’t work then you’ll need to check you’re not trying to use more than one offer, you can only use one per order. Please refer to the terms and conditions of an offer.
Still having problems? You can contact our Customer Service team through your account.
We will send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service through your account.
It’s possible yes.
Any order placed for delivery outside of the UK could result in custom charges or import duties. The recipient of the parcel will need to pay any applicable charges prior to receiving their goods.
As we don’t have control over these charges we are unable to advise what the cost may be.
Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
Returns and Refunds
We want all of our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.
All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened.
To get the order back to us safely please to log-in to your account and contact our Customer Service team.
They’ll send you all the information you need, but you can also refer to our returns policy page for more information.
As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way!
If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team through your account.
We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.
You will have until January 31st to return any orders placed from October 31st.
All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.
Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please log-in to your account to contact our Customer Service team.
You have the right to ask about what personal data we hold about you.
To make this request you can email us through your account.
Still need help?