Help Center
Delivery times, tracking, payments, discounts and holiday deadlines, in one place. This is the same information our support team works from, so you get the same answer whether you read it here or email us.
Section 01
Orders and delivery time
The clock starts when the order is paid, and it only runs on business days. Here is what happens between checkout and your doorstep.
- 1OrderedA confirmation arrives by email as soon as payment clears.
- 2ProcessedIn-stock orders are completed within 3–5 business days. We process Monday to Friday only, so weekends and public holidays do not count.
- 3DispatchedThe parcel is handed to the carrier on the day after processing finishes.
- 4DeliveredAllow 10–15 days from order to doorstep as a reference.
Holiday styles are slower. Halloween and Christmas styles are usually processed within 10 days rather than 3–5, because the seasonal runs are prepared in batches. The cut-off dates further down already account for that.
Full detail: Shipping & delivery policy
Section 02
Returns and exchanges
We accept returns on products, except for Final sale items and Underwear. Customers have the right to request a return within 14 days after receiving the product for personal reasons.
Email us with your order number and the reason for the return. We confirm the steps by email, and the progress and the final outcome are also sent by email, so keep the thread.
Size is the most common reason a return starts. Measure a similar item you already own and compare it with the Size & fit guide before ordering: the charts there are garment measurements taken flat, which is what you can actually check against a tape.
If a parcel has not moved for 14 days, the return reason is usually delivery rather than fit. See the tracking section above before opening a return.
Full terms: Refund & return policy
Section 03
Tracking, and parcels that stop moving
Every order ships with YunExpress. Most questions about a parcel come down to one number: how long it has been quiet.
You can follow the parcel from the tracking number in your dispatch email, or start from our own tracking page and paste the number there.
Fourteen quiet days is the line. If the tracking has not updated for 14 consecutive days, the parcel counts as a delivery exception and we can open an investigation.
Start with us, not the carrier. The query has to be filed by us, so message our support team and we will submit it to YunExpress. Once the investigation confirms the parcel is lost, we will arrange a reshipment or a refund.
Please have your order number ready; it is the fastest way to find the parcel.
Go to: Track your order or contact support
Section 04
Changing the delivery address
This is the request we most often have to say no to, so it is worth knowing why before you email us.
You can ask us to change the address on an order, but once the parcel has departed China the change is not guaranteed.
We submit the request to the carrier, and whether it is accepted depends on the local courier in the destination country, not on us.
If the change fails, the parcel is delivered to the original address or returned to us. There is no partial state where it is redirected afterwards.
Check the address before you pay. Editing the address in your account after checkout does not change an order that has already been placed. Send us a message instead, and do it before dispatch.
Tell us about an address change: Contact us
Section 05
Payments and failed orders
When a payment fails, the cause is usually outside the card itself. These are the four things worth ruling out first.
| What happened | Likely cause | What to do |
|---|---|---|
| Card declined | A limit on the card, or a cap on online transactions | Try a different card, or raise the limit with your bank |
| Verification prompt | Your bank asked for extra confirmation | Complete the bank step, then place the order again |
| Timeout or blank page | A network interruption or a gateway timeout | Retry the order; do not pay twice |
| Repeated failure | Possibly our side | Contact us with the time of the attempt |
If it is our fault, we will say so. Send us the time of the attempt and we will check the order log. Payment failures caused by our website are our problem to fix, not yours.
Section 06
Multi-buy discounts and how they stack
All discounts on this site are measured against the original price of the item, never against a price that has already been reduced.
| Items in the order | Multi-buy discount |
|---|---|
| 1 item | 5% off |
| 2 items | 10% off |
| 3 items | 15% off |
| 4 items or more | 20% off |
The order they are applied in
- 1Multi-buy tierThe tier above is calculated first, on the original price of each item.
- 2Sale, member tiers and member pricesLimited-time sale prices, member level discounts and member-exclusive prices are applied next.
- 3Coupons lastCoupons are applied at the end, on the same original-price base.
This is not discount-on-discount. Because every step is measured against the original price rather than the running total, a 20% multi-buy tier plus a 10% coupon does not compound into 28% off.
See current prices: Sale and all womenswear
Section 07
Holiday cut-off dates
Seasonal styles are prepared in batches and take longer, so the last day to order is not the holiday itself.
| Holiday | Holiday date | Order by |
|---|---|---|
| Christmas | 25 December | 15 December |
| Halloween | 31 October | 21 October |
Allow for the longer processing time. Holiday orders are usually processed within 10 days rather than the usual 3–5, and the cut-off dates above already build that in. Ordering after the cut-off date means the parcel may arrive after the holiday.
Section 08
Contacting our support team
One inbox, one reply thread, and an answer in the language you wrote in.
We will reply within 1–3 business days. Support runs Monday to Friday, 9am–6pm CST(UTC+8, China Standard Time), and is closed on American holidays.
Email info@mmuge.com. Please include your order number whenever possible so we can assist you more efficiently.
Progress and the final outcome are confirmed by email, so keep the thread: replying to it keeps the whole history in one place.
Languages we reply in
Our team can write to you in 27 languages: English (default), French, German, Italian, Spanish, Croatian, Latvian, Lithuanian, Luxembourgish, Maltese, Malay, Dutch, Estonian, Portuguese, Danish, Polish, Finnish, Swedish, Czech, Greek, Turkish, Slovak, Slovenian, Thai, Ukrainian, Hungarian and Vietnamese. English is the main working language, so replies come in English unless you write in another one of the 27.
Which questions go where. Size and fit: the Size & fit guide answers most of them before you write. Parcel location: Track your order. Everything else, including returns, refunds, exchanges and cancellations: email us.
Start here: Contact us or read about us
Section 09
Useful pages
The pages people most often end up needing, grouped the way the site is.
Section 10
Questions we are asked most
If your question is not here, the support team answers the rest.
How long will my order take to arrive?
In-stock orders are completed within 3–5 business days, and the parcel is handed to the carrier the day after processing. Allow 10–15 days from order to doorstep as a reference. Orders are processed Monday to Friday only; weekends and public holidays do not count.
How do I return or exchange an item?
Email us with your order number and the reason. Request a return within 7 days after receiving the product, or within 30 days of receipt if the item arrived damaged, defective or different from what you ordered. We confirm the steps by email, and the progress and final outcome are also sent by email.
My tracking has not updated for two weeks. What should I do?
Fourteen consecutive days without an update counts as a delivery exception. Contact our support team and we will submit a query to YunExpress on your behalf. If the parcel is confirmed lost, we will arrange a reshipment or a refund.
Can I change the delivery address after ordering?
You can ask, but once the parcel has departed China the change is not guaranteed. We submit the request to the carrier and it depends on the local courier in the destination country. If the change fails, the parcel is delivered to the original address or returned to us.
Why did my payment fail?
A failed payment is usually caused by a card limit, a bank verification step, a network interruption or a gateway timeout rather than by the card being rejected outright. Try the order again, and contact us with the time of the attempt if the same error comes back. If the failure is on our side, we will say so.
How do the multi-buy discounts stack?
Every discount is calculated on the original price, never on a price that has already been reduced. First the multi-buy tier is applied (5% off for one item, 10% for two, 15% for three, 20% for four or more), then limited-time sale prices, member tier discounts and member-exclusive prices, and finally coupons. Because the base is always the original price, this is not discount-on-discount.
What is the last day to order for Christmas or Halloween?
Order by 15 December for Christmas (25 December) and by 21 October for Halloween (31 October). Holiday styles take longer to prepare and are usually processed within 10 days, which the cut-off dates already allow for.
