Frequently Asked Questions

Find answers to the most common questions about our products, shipping, returns, and customer care. If you need further assistance, our team is always here to help.

1. Where are MARVEXY products made?

Our products are crafted in partnership with trusted manufacturers and skilled artisans who specialize in high-quality leather goods. Each piece undergoes careful inspection to ensure durability and refined craftsmanship.

2. What materials do you use?

We use premium materials selected for their texture, structure, and longevity. Each bag is designed to balance elegance with everyday functionality.

3. How long does order processing take?

Orders are processed within 1–3 business days. During peak seasons or holidays, processing times may be slightly longer.

4. What are your shipping times?

Our typical delivery windows are:

• Standard Shipping: 7–15 business days
• Express Shipping (if available): 5–10 business days

5. How can I track my order?

Once your order ships, you will receive a shipment confirmation email with a tracking number. You can check your package status anytime using the tracking link provided.

6. Can I change or cancel my order?

Orders can be modified or canceled within 12 hours of purchase. After shipment, changes are no longer possible.

7. What is your return policy?

We accept returns within 30 days of delivery. Items must be unused, unwashed, and in original condition with all tags and packaging intact.

8. How do I start a return?

To initiate a return, please contact us at shugaotrading@outlook.com with your order number and reason for the return. We will provide further instructions.

9. Do you offer exchanges?

Yes. If you would like to exchange a product for a different color or style, please contact our customer care team. Exchanges depend on inventory availability.

10. What if my item arrives damaged or incorrect?

Please reach out within 7 days of delivery with photos of the issue. We will arrange a replacement or refund at no extra cost.

11. What if my package is marked delivered but I haven't received it?

Contact our support team and we will help open an investigation with the courier. A resolution will be provided based on the courier’s final assessment.

12. Do you ship internationally?

Yes, we ship to most international destinations. Shipping times and fees vary depending on region and courier availability.

13. Will I need to pay customs or import fees?

Some countries may charge customs duties or taxes. These fees are assessed by your local customs office and are the responsibility of the customer.

14. What payment methods do you accept?

We accept major credit cards, PayPal, and other secure payment options available at checkout. All transactions are encrypted to protect your payment details.

15. Is my personal information secure?

Yes. We follow industry-standard security practices to protect your data. Please refer to our Privacy Policy for more details.

16. How do I contact customer support?

You can reach us anytime at:

Email: shugaotrading@outlook.com
Phone: +86 18658154275

17. Do you restock sold-out items?

Many of our pieces are produced in limited quantities. If an item is restocked, we will update the product page. You can also subscribe to restock notifications.

18. How should I care for my MARVEXY bag?

To prolong the life of your leather bag, store it in a cool, dry place, avoid direct sunlight, and clean gently with a soft cloth. Avoid contact with oils, dyes, and liquids.

19. Are your bags waterproof?

Our bags are water-resistant but not fully waterproof. We recommend avoiding prolonged exposure to rain or moisture to preserve the material’s condition.

20. Can I request gift packaging?

Yes. Some items offer gift-ready packaging options. Please contact us before placing your order for special requests.

If your question is not listed above, please contact our customer care team. We are here to support you every step of the way.

MARVEXY Customer Care Team