My MIXPANEMA Account
Q: Why do I need a Mixpanema account?
A: An account allows easy access to information regarding the orders you’ve placed. Log in with your e-mail address and password to view tracking information, order status, order history, or edit and store shipping and billing information.
Q: How do I create an account?
A: You will create a Mixpanema account when you complete an online order using your e-mail address and a password of your choice.
Q: How do I retrieve my account password?
A: If you’ve lost your password, just click the “Forgot your password?” link on the Your Account login page. Enter the e-mail address associated with your account and a new password will be sent to your e-mail.
Q: How can I check my order status?
A: When you log into your Mixpanema account you’ll be able to view any current and prior orders. Each order will include a current status.
Q: How do I track my shipment?
A: You will receive a shipping confirmation e-mail the day your order leaves Mixpanema's warehouse. That e-mail will include a tracking link to CTT Correios de Portugal (the carrier used to ship the order), depending on what method your package was shipped. Click that link for detailed tracking info right to your door.
Placing an Order
Q: How do I place an international order?
A: Mixpanema ships to all european countries. Orders for those countries must be placed online.
Q: What are my payment options?
A: For all orders placed online, Mixpanema will accept Visa®, MasterCard®, American Express® and Discover®. We also accept Paypal (email payment to email@example.com) and wire transfers. Money orders or checks are not accepted.
Q: When will my credit card be charged?
A: The amount of your purchase is “authorized” on your card immediately. That allows us to verify that funds are available to cover your purchase. An authorization is not the same as a charge, and should you cancel your order the authorization will release within a few business days. Mixpanema will only charge your credit card after your order has been shipped.
Q: My order did not go thru, what should I do?
A: Please note that when you place the order, the billing address entered should be the exact address that your credit card statement is sent to, otherwise our system will not accept the transaction. If you find any problems or have any questions please contact us.
Q: I don’t have a credit card. What options do I have?
A: We accept Paypal or wire transfers. If you want to pay via wire transfer please contact us and we'll provide you with the necessary info to complete the payment (€15 fee aplies).
Q: What about import taxes and fees?
A: Your international order may be subject to import customs, duties, taxes and brokerage fees. These charges are not included in the prices and shipping costs listed on Mixpanema and are not charges generated from Mixpanema. In some cases these fees can be substantial, so we recommend you contact your local customs office for an estimate prior to placing an order.
Q: Why do I owe a balance upon delivery?
A: Any balanced owed for you to take delivery is the result of taxes, duties or brokerage fees charged by your local government or local delivery contractor. These charges did not originate from Mixpanema and Mixpanema has no authority to have these fees or taxes waived. To avoid unexpected charges, please contact your local customs office for an estimate prior to placing an order.
Q: Are all items available to ship internationally?
A: Yes, all products available on our store are eligible to be shipped to all European countries.
Q: What if something is out of stock?
A: Mixpanema inventory is real-time. So any item you see on the site is in stock. In the rare instance that you order an item and we discover an inventory error, we will contact you immediately and review your options. You will not be charged for any item until it ships from our warehouse.
Q: Will Mixpanema confirm my purchase?
A: After you place your order online or by phone you should receive a detailed order confirmation e-mail. If you don’t receive that e-mail within a few minutes, please check your junk mail folder or spam folder. Some e-mail programs may mistakenly misroute your confirmation e-mail. We recommend that you add Mixpanema.com as a safe sender to ensure proper e-mail delivery. You may also check if you provided the correct email address, remember that one wrong character can screw your address.
Security & Privacy
Q: Is my personal information secure?
A: Yes - 100% safe and secure. We use the latest SSL encryption technology to prevent anyone from having visibility to your personal information during the checkout process. Mixpanema uses GoDaddy® as our digital certificate provider – the most trusted SSL certificate provider on the internet. For additional security, Mixpanema does not store credit card numbers in our database. Once your transaction is complete, no one has access to your card number.
Q: Will Mixpanema send me an e-mail after I buy?
A: You will receive two e-mails specifically related to your transaction; an order confirmation and a shipping confirmation. You may receive promotional e-mails if you subscribed to our e-mail newsletter on the site or during the checkout process. If you are receiving our promotional e-mails and would like to opt out, simply click the unsubscribe link at the bottom of the e-mail.
Q: Can I opt out of receiving e-mails?
A: Yes. You may unsubscribe from Mixpanema promotional e-mail newsletters by using the appropriate link at the bottom of any newsletter. We can also assist you over the phone, or you can e-mail us to request an opt-out.
Q: Can I return an item if I don’t like it?
A: We want you to have peace of mind in knowing that you can always return your purchase for a full refund of the product price if, after holding it in your hands or trying it on, you are not completely satisfied. Our policy is simple: if for any reason you are not completely satisfied with your purchase simply return it to us within 15 days of delivery in its ORIGINAL PACKAGE, UNUSED condition for a full refund of the product price. Mixpanema does not refund shipping and handling costs. We encourage all customers to carefully review our complete return policy.
Q: What if an item I ordered is missing?
A: If you believe an item is missing, please first review your packing slip to confirm the item was on the order. If an item on the packing slip is not in the box we delivered please call us immediately so we can investigate and resolve the issue.
Q: What if an item I ordered is defective?
A: If you receive a product that defective or otherwise damaged right out of the box please call us or e-mail customer support immediately. Items that are damaged or become defective after any period of use must be addressed by the warranty policy of Mixpanema.
Q: Do I have to pay return shipping costs?
A: For standard returns, the customer is responsible for shipping costs incurred in sending an item back to Mixpanema. In the case a return is due to a Mixpanema error, we will refund the original shipping charges and pay for standard delivery charges for getting a product back to Mixpanema.
Products & Pricing
Q: What's your currency?
A: Our prices are in Euros (€).
Q: Are products covered by a warranty?
A: All items sold by Mixpanema are warranted by the manufacturer against manufacturing defects.
Q: Do I have to pay sales tax?
A: Our prices are VAT included. For international orders, some customers may be required to pay tax or duties as required by their country or local government. However, those charges are not initiated or collected by Mixpanema.
Q: How long do orders take to arrive?
A: Once we have received your order, we will dispatch it to you within the stated time (usually within 24 hours, working days only – excludes Saturday and Sunday). The delivery time once dispatched can vary depending upon the option that you choose and destination:
(up to 7)
If your country is not listed above please consider the one which is closer to yours and you'll have an idea of the delivery time.
Q: Is free shipping available?
A: We will offer free shipping from time to time as a promotional campaign.
Q: What happens if my order goes missing during delivery?
A: Don’t worry though, because all orders are insured in transit so you WILL get a replacement in the rare case that an order goes missing!
In rare cases, it is possible for your order to become lost in transit on the way to being delivered to you. If you fear this may be the case with your order then don’t panic! We will promptly inquiry about the package with the Postal Company and try to find its exact location.
Thankfully, such instances are very rare and so it is unlikely that you will ever experience any problems. But if it does happen, then please rest assured that we will do all that we can to assist you and of course we will happily replace the missing goods for you.
However, we cannot replace your goods (nor issue a refund) until they are confirmed as being ‘lost’ by the company responsible for handling your shipment, and this period of time can vary depending upon the selected method of shipping and destination country of the package.