🖤 MJLUXE Customer FAQ & Trust Guide
1. About MJLUXE
Q: What is MJLUXE?
A: MJLUXE is a luxury streetwear brand focused on creating refined, effortless pieces that combine contemporary streetwear with a premium aesthetic. Our philosophy is simple: Luxury made effortless.
Q: Where is MJLUXE based?
A: MJLUXE is based in the United Arab Emirates and serves customers locally and internationally.
Q: Is MJLUXE a genuine brand?
A: Yes. MJLUXE is our own independent fashion brand. Every product sold through our official store is an authentic MJLUXE product.
Q: Where can I buy authentic MJLUXE products?
A: The safest place to purchase MJLUXE products is through our official online store. We recommend purchasing directly from our store to ensure you receive an authentic product.
👕 2. Products & Quality
Q: What materials are your clothes made from?
A: Material composition varies by product. Please check the individual product page for the exact fabric and material specifications before purchasing.
Q: Are your products good quality?
A: We aim for a premium experience across our garments, printing, embroidery, packaging and presentation. We also believe in being transparent: individual products can differ depending on the fabric and manufacturing method, so we provide product-specific information whenever possible.
That answer is important because don't tell customers “our quality is the best” unless you can prove it.
Q: Are MJLUXE products made by you?
A: MJLUXE designs and develops its products and branding. Depending on the collection, garments may be sourced from selected manufacturers or suppliers and then finished, branded or customized for MJLUXE.
This is particularly important for you because honesty is better than pretending everything is manufactured from scratch by MJLUXE.
Q: Do your products look exactly like the photos?
A: We make every effort to photograph our products accurately. However, slight differences in color may occur due to lighting, photography and individual screen settings.
Q: How do I know which size to order?
A: Please refer to the size chart available on the individual product page. We recommend comparing the measurements with a garment you already own for the closest fit.
Q: What if I'm between two sizes?
A: If you're between sizes, your choice will depend on the fit you prefer. For a more relaxed/oversized look, consider sizing up. For a closer fit, consider your smaller size. If you're still unsure, contact us before ordering and we'll be happy to help.
📦 3. Orders
Q: How do I place an order?
A: Select the product and size you want, add it to your cart, and proceed through checkout. You'll receive an order confirmation once your order has been successfully placed.
Q: Can I change or cancel my order?
A: If you need to change or cancel your order, contact us as soon as possible. We can only make changes or cancellations before your order has entered processing or shipping.
Q: I placed an order but didn't receive a confirmation email. What should I do?
A: First, please check your spam or promotions folder. If you still can't find it, contact MJLUXE Customer Support with the name and email address used during checkout, and we'll help you locate your order.
Q: Can I order without creating an account?
A: Yes, if guest checkout is available at checkout. You don't necessarily need to create an account to place an order.
Q: Can I order through Instagram or WhatsApp?
A: Our website is the recommended way to place an order because it provides the most secure and organized checkout experience. If you need assistance with an order, you can contact our customer support team.
🚚 4. Shipping
Q: Where does MJLUXE ship?
A: We currently ship to the locations available at checkout. Shipping availability may vary by destination.
Q: How long will my order take to arrive?
A: Delivery times depend on your destination and the shipping method selected at checkout. Estimated delivery times are displayed during checkout where available.
Q: How much does shipping cost?
A: Shipping costs are calculated based on your delivery destination, order and available shipping method. Your exact shipping cost will be shown at checkout before you complete your purchase.
Q: Do you offer express shipping?
A: Express shipping may be available for selected destinations. Available options and prices will be displayed during checkout.
Q: Can I track my order?
A: Yes. Once your order has been dispatched, we'll provide tracking information when available. You can use the tracking information to follow your shipment's progress.
Q: My tracking hasn't updated. Is my package lost?
A: Not necessarily. Tracking information can sometimes take time to update, particularly after the package has been collected, transferred between facilities or cleared through customs. If your tracking hasn't updated for an extended period, please contact us and we'll investigate.
Q: My package is late. What should I do?
A: Please check your tracking information first. If your order has exceeded the estimated delivery window, contact MJLUXE Customer Support with your order number and we'll help you investigate the shipment.
🌍 5. International Orders & Customs
Q: Do I have to pay customs or import taxes?
A: International orders may be subject to customs duties, import taxes or other charges imposed by the destination country. These charges are determined by the destination country's authorities and may be the customer's responsibility unless otherwise stated at checkout.
Q: Does MJLUXE control customs fees?
A: No. Customs duties and import taxes are determined by the destination country and are outside MJLUXE's control.
Q: Why is my international order being held by customs?
A: Customs authorities may temporarily hold shipments for inspection, documentation or payment of applicable duties and taxes. Unfortunately, MJLUXE cannot control customs processing times.
💳 6. Payments
Q: What payment methods do you accept?
A: Available payment methods are displayed during checkout. Payment options may vary depending on your location.
Q: Is my payment information secure?
A: Payments are processed through our secure payment providers. MJLUXE does not need to see or store your full card details.
Q: My payment failed but my bank shows a charge. What should I do?
A: Please don't immediately place another order. First, check whether the transaction is pending or has actually been completed. If the payment was deducted but your order wasn't confirmed, contact us with your payment/order details so we can investigate.
Q: Can I pay cash on delivery?
A: If cash on delivery is available for your location, it will appear as an option during checkout. Otherwise, available payment methods will be shown during checkout.
🔄 7. Returns & Exchanges
Q: What is MJLUXE's return policy?
A: Please refer to our official Returns & Exchanges Policy for the current eligibility requirements, time limits and procedures.
Q: Can I exchange my size?
A: Size exchanges may be available depending on the product and stock availability. Please contact us within the applicable return/exchange period before sending anything back.
Q: Can I return an item after wearing it?
A: Returned items generally need to meet the conditions specified in our Returns & Exchanges Policy. For hygiene and quality-control reasons, worn, washed, damaged or altered items may not qualify.
Q: Can I return an item that doesn't fit?
A: If the item meets our return/exchange requirements, you may be eligible for a size exchange or return. Please review our Returns & Exchanges Policy before sending the item back.
Q: What if I received the wrong item?
A: We're sorry about that. Please contact us as soon as possible with your order number and photos of the item received. We'll investigate and help resolve the issue.
Q: What if my item arrives damaged?
A: Please contact us as soon as possible after delivery and provide your order number and clear photographs of the damage and packaging. We'll review the issue and work with you on an appropriate resolution.
💰 8. Refunds
Q: How long do refunds take?
A: Once a refund has been approved and processed by MJLUXE, the time for the funds to appear in your account can depend on your payment provider or bank.
Q: Will I automatically receive a refund?
A: Refund eligibility depends on the circumstances and our Returns & Exchanges Policy. We'll confirm the available resolution after reviewing your request.
Q: Can I get a refund instead of an exchange?
A: This depends on the reason for the return and the applicable MJLUXE policy.
📋 9. Transparency / Honesty FAQs
Q: Is MJLUXE a dropshipping store?
A: No. MJLUXE is an independent fashion brand. Our products are selected, developed and presented under the MJLUXE brand rather than being sold as generic products through a traditional dropshipping model.
Q: Are your product photos real?
A: We aim to use accurate product photography and clearly identify when imagery is used for illustrative purposes. If a product image is a representation rather than an exact photograph of the final item, we will communicate that where applicable.
Q: Are you a new brand?
A: MJLUXE is an independent and growing brand. As we continue to grow, our goal is to build trust through consistent product quality, transparent communication and reliable customer service rather than making claims we cannot support.
🛡️ 10. “Can I Trust MJLUXE?”
Q: Why should I trust MJLUXE?
A: We understand that ordering from a brand for the first time requires trust. That's why we aim to be transparent about our products, pricing, shipping, returns and policies. We don't want you to purchase something based on promises we can't keep. If you have a question that isn't answered on our website, contact us and we'll do our best to give you a clear and honest answer.
