FAQs
General
Where are your products from?
All of our products are sourced directly from Japan.
Issues with our website?
If you're having trouble checking out or experiencing other website issues, please send us an email. We'll respond as quickly as possible.
How do I log into my account?
You can log in by clicking the account icon in the top right corner, next to the cart button.
Orders
What happens after I place an order?
You'll receive an order confirmation email with your order details. We aim to dispatch your order within a couple of business days. Once shipped, you'll receive a shipping confirmation email with tracking information.
What about prices and payment?
All prices are in Australian dollars and include GST. We accept Visa and Mastercard. By purchasing, you agree to pay the total price of products ordered, delivery costs, and any additional fees.
What if an item is out of stock?
If an item is out of stock after you've placed your order, we'll either provide store credit or issue a full refund.
Can I cancel my order?
Due to our quick processing times, we're unable to cancel or change orders once placed.
Do you have any stockists?
Please contact us via our contact form for stockist information.
What if I have issues with my order?
Please use our contact form for any questions or issues. We'll get back to you promptly.
What's your refund policy?
We don't offer refunds for change of mind. However, if an item has a major problem or you've received the wrong order, you may be eligible for a refund or exchange.
How can I return a product?
Contact us before sending any returns. We'll provide a return form. Returns must be unopened and unused. Refunds are processed once we receive and confirm the return.
Shipping
Where does MINATO51 deliver?
We deliver Australia-wide via Australia Post. We don't currently offer international shipping.
Can I use a PO Box or parcel locker?
We deliver to PO Boxes but not to Parcel Lockers.
How much does shipping cost?
Standard shipping is free for orders over $250. For orders under $250, shipping is calculated at checkout based on weight and location. Express shipping and transit cover are extra.
How long does shipping take?
We dispatch within 3 business days of receiving your order (excluding weekends and holidays). Delivery times vary and are estimates only.
How will I know when my order has been dispatched?
You'll receive a dispatch confirmation email. Make sure to add "MINATO51" to your address book to avoid these emails going to your junk folder.
Can I track my order?
Yes, you can track your order using the Australia Post tracking number provided in your shipping confirmation email.
What about missed or re-deliveries?
If no one is available to receive the delivery, Australia Post will contact you or leave a card. It's the receiver's responsibility to arrange collection or reschedule delivery.
What if my goods are missing?
We're not responsible for missing goods after dispatch. Please contact your nearest Post office with the tracking number.
Can I give permission to leave my parcel unattended?
We don't accept responsibility for loss or damage resulting from unattended deliveries. For certain items (like alcohol), we may not be able to leave parcels unattended. Our couriers cannot call before delivery.