I Ordered a Minimal Phone. Here's What Happened.

Published: 9 April 2026

In my review of the Mudita Kompakt, I covered a device which showed promise but lacked necessities for daily use. The Minimal Phone promised what the Kompakt didn’t. A full Android experience, a physical keyboard, and a design still focused on intentional use. Somewhere between a smartphone and a feature phone, and very close to what I wanted.

So I ordered one.

The Easy Part

On 22 January 2026, I ordered a Minimal Phone (Onyx, 8GB/256GB), a MagSafe-compatible case, and a screen protector from The Minimal Company for $599.97 USD.

The confirmation email arrived within minutes. They were getting the order ready to ship and would notify me when it was sent.

Any Day Now

Six days later, with no shipping update, I emailed them. The company had recently announced on 𝕏 that new orders were shipping within seven days. Since I placed mine before that announcement, I asked for an estimated timeline.

Two days after that, on 30 January, their support team replied. The order was “almost finished processing” and I’d receive a tracking number once it shipped. They told me to reply if I didn’t hear back by the following week.

I didn’t hear back.

On 7 February, I followed up again. This time the explanation shifted to customs: the logistics team was waiting for customs information to be cleared before shipping. No date.

By 16 February, I’d been waiting over three and a half weeks. I sent another email, referencing their instruction to follow up again, and this time asked three questions. Had the order left their warehouse, which courier was handling it, and when could I expect it to ship.

On 17 February, I got a straight answer for the first time. The package had not yet left the warehouse. It would ship from China via YunExpress and transfer to a local courier upon arrival in Australia. They still couldn’t give me a shipping date.

The Cancellation Fee for What, Exactly?

By 26 February, five weeks had passed. No tracking number, no shipping date, and four emails deep into a cycle of vague reassurances that led nowhere.

What I found fascinating was their cancellation policy: a 10% fee for orders cancelled after 48 hours. They had a system in place to penalise me for cancelling, but apparently not one to ensure the order actually shipped. I cited my rights under Australian Consumer Law, which entitles consumers to a full refund when a product isn’t delivered within a reasonable timeframe, and requested the full $599.97 back.

The next day, they acknowledged the cancellation, claiming there had been a “processing error with the tracking number” from their third-party logistics provider. They asked me to allow 14 days for the refund. I replied asking them to confirm in writing that it would be the full $599.97 with no cancellation fee deducted. On 28 February, they confirmed.

Right Here on My Desk

Fourteen days passed. Still no sign of a refund.

I followed up on 10 March. Their reply, on 12 March, had yet another excuse. This time the company was undergoing “internal system changes” that were causing delays. They assured me my name and order number were “right here on my desk, ready for action.”

At this point, I realised I wasn’t alone. Another customer had received the exact same email after waiting over a year for their refund. The same “internal system changes,” the same assurance that their name and order number were “right here on my desk, ready for action.” I’d imagine it’s difficult to get much work done if your desk is covered entirely in sticky notes.

Plan B

On 15 March, I initiated a chargeback. By 8 April, the funds were back in my account. Three weeks to undo what two months of emails couldn’t.

The Minimal Experience

The Minimal Company is a small, independent operation, and I went into this purchase knowing that. Their founder had publicly acknowledged missing orders as recently as November 2025, and delays were well-documented in the community. I was prepared to be patient.

What I wasn’t prepared for was their blatant disregard towards their customer service experience. Over nearly two months, the explanation for why my order hadn’t shipped changed four times. When a refund was finally agreed to, it took a chargeback to actually get it. For a company called The Minimal Company, they couldn’t even manage the bare minimum.

Maybe they’re just a small team that has taken on more than their logistics infrastructure can support. But recognising their limited capacity and communicating honestly with customers, setting realistic expectations rather than offering a rotating cast of excuses, would have made a massive difference.

Moving On

Even though I would rather use an e-ink phone, the upcoming Clicks Communicator seems promising with its physical keyboard and compact LCD display, and a more established supply chain, so that’s next on my radar. For now, I’m making do with an iPhone 17 to cover the basics.

If you’re considering a Minimal Phone, I’d suggest either waiting until their fulfilment process matures, or picking one up second-hand.