Help Center

Welcome to the Mine Shop Help Center. Here you'll find answers to common questions and ways to get support.

Getting Started

How do I create an account?

1. Download the Mine Shop app from the App Store or Google Play.
2. Tap "Sign Up" and enter your email or phone number.
3. Complete your profile by adding your name and optional profile picture.
4. You're ready to start shopping!

How do I reset my password?

1. On the login screen, tap "Forgot Password."
2. Enter your registered email address.
3. Check your email for a password reset link.
4. Follow the link to create a new password.

Shopping & Orders

How do I place an order?

1. Browse products or join a live stream.
2. Tap on a product to view details.
3. Select your options (size, color, quantity) and tap "Add to Cart."
4. Proceed to checkout, confirm your shipping address, and complete payment.

How can I track my order?

1. Go to Settings > Orders in the app.
2. Select your order to view its current status.
3. You'll receive notifications as your order status updates.

What payment methods do you accept?

We accept the following payment methods:

• Credit/Debit Cards (Visa, Mastercard)
• Apple Pay
• Google Pay

All payments are processed securely through Stripe.

Can I cancel my order?

Order cancellation depends on the seller's policy and order status. If the order hasn't been shipped yet, you may request a cancellation by contacting the seller directly through the app.

Returns & Refunds

What is your return policy?

Return policies vary by seller. Please check the specific seller's store page for their return terms. Generally:

• Items must be returned in original condition.
• Return requests should be made within the seller's specified timeframe.
• Shipping costs for returns may apply.

How do I request a refund?

1. Go to Settings > Orders and select the order.
2. Tap "Request Refund" or "Report Issue."
3. Follow the prompts to submit your request.
4. The seller will review and respond to your request.

Live Shopping

How do I watch a live stream?

1. Open the Mine Shop app.
2. Browse the home feed to see live and upcoming streams.
3. Tap on any stream to start watching.
4. Interact with the seller through chat and purchase products in real-time!

How do I buy during a live stream?

1. While watching, tap on products as they appear.
2. Select your options and add to cart.
3. Complete checkout before the product sells out!

Selling on Mine Shop

How do I become a seller?

1. In the app, go to Sell > Apply to Sell.
2. Complete the application with your business information.
3. Submit required documentation for verification.
4. Once approved, you can start listing products and going live!

What are the seller fees?

Platform fees vary based on your seller plan. Details are provided during the seller application process and in your Seller Agreement.

Account & Privacy

How do I update my profile?

1. Go to Settings in the app.
2. Tap on your profile section.
3. Edit your name, profile picture, or other details.
4. Save your changes.

How do I delete my account?

1. Go to Settings in the app.
2. Scroll down and tap "Delete Account."
3. Follow the confirmation steps.
4. Your account and data will be permanently deleted.

Alternatively, you can email us at [email protected] to request account deletion.

How is my data protected?

We take your privacy seriously. Please review our Privacy Policy for detailed information on how we collect, use, and protect your data.

Contact Support

Can't find what you're looking for? Our support team is here to help!

Email: [email protected]
Phone: +971 58 590 MINE (6463)
Hours: Sunday – Thursday, 9:00 AM – 6:00 PM (UAE Time)

We typically respond to emails within 24-48 business hours.

Report an Issue

If you encounter a bug, inappropriate content, or have a safety concern, please report it immediately:

1. Use the "Report" feature within the app, or
2. Email us at [email protected] with details of the issue.

Your safety and experience matter to us.