FAQ's

GENERAL QUERIES

  • Do I need to create an account with Magic Mirror before I make a purchase. What are the benefits of creating an account?

You can always shop at Magic Mirror using the "GUEST" checkout option available on the website. But the benefits of being a registered member are listed below for your reference.

 

Registering with us will just take few minutes, but it will save you time the next time you wish to shop with us for a faster checkout.

You can also sign in through your preferred social networking id.

You need not enter the preferred shipping address time and again.

You can save multiple shipping addresses once you register with us.

You can track the status of your orders by logging onto the "My Orders" tab.

You will benefit with the new collection going live through our website with newsletters being sent out on regular basis.

You can use the "Add To Wish List" option available to save products for future purchases.

Promotional offers, discounted deals, annual sale being notified to our registered users well before time so that you can make the most of it.

 

  • How do I place an order on your website?

 Placing an order on our website is very easy. You can simply use the "Add To Cart" option available on the product page and click on the "Buy Now" option. If you a registered user with us, please sign in and proceed to make the payment. Post a successful payment transaction, you would be redirected to an order page and will also receive an email confirmation separately.

 

  • What does the will ship by date mean?

Ship by date simply means that the product is in stock with us and will be shipped out by the date mentioned on the product page. This would be only done if the customer has opted for standard measurements. Apart from this if the customer has opted for customized fit, than it would add an additional time frame of 7-10 business day on the estimated ship date.

The customer needs to make a note than estimated ship date does not confirm that the selected size is available readily and once the order gets placed, the customer will get an email confirming the estimated ship date.

 

  • I would like to order a product which shows as "SOLD OUT". The drop down on the specified product page does not give me the preferred size option as well. Kindly confirm?

You can contact customer service through support@magicmirror.in or by phone / live chat and we can check with the specified designer and get back to you with a confirmation on the availability and the max sizing option available with the product.

 

  • Can an online order be gift wrapped or sent without an invoice or a lesser amount price tag?

As a brand name and a leading ecommerce company, we stringently follow the rules which govern international online shopping. Custom clearance is only given to products which carry a mandatory invoice as part of the parcel along with other necessary paper work. Delivery within Mumbai city limits can be gift wrapped along with a special message and hand delivered to the recipient as an exception. For international shipping if gift wrap is a mandate with the customer, we can check with third party courier companies who can get this done at a higher shipping fee which will be debited to the customer's account.

 

  • Are there any shipping charges applicable for India or an international order?

Shipping within India is applicable for free shipment and for international orders above the order value of $100 USD will be applicable for free shipping. Any international order below the order value of $100 USD will be applicable for a shipping fee of $10 USD per order. Please note that the shipping fee does not account for any custom duties / VAT/ or any additional duties levied during delivery as they vary from country to country and the customer will be solely responsible for any such occurrences.

 

  • Is there a faster mode of expedite shipment request a customer can make?

A customer can definitely request for a faster mode of shipment provided the delivery address is being serviced with an expedite shipping with our courier partners. The expedite shipping charges would vary though as per the desired destination. If it is not possible with our courier partners to service the area code on expedite shipment, than as an exception which we can check with a third party courier company and disclose the charges involved.

 

  • I have forgotten my password. How can I log myself in?

On our home page just click on login and use the forgot password option available on the website. You would be prompted to enter the registration email address which was used to sign up with us. You would shortly receive an email with a temporary password which would help you log in. You can also change your temporary password by logging into the "My Account" section.

 

  • Will i get a full refund if i do not like the product once delivered?

Unfortunately a refund is not possible with us, if the customer simply does not like the product delivered. The product description clearly states the material being used for the product. The customer needs to be fully aware of the product material before the actual purchase is carried out.

 

  • Is it possible for me to get a customized jewellery design of my choice?

At Magic Mirror, we will try and fulfil this request basis the design submitted by the customer. You may have a word with our jewellery consultant or email us on support@magicmirror.in with the customization request you require. If the customization for a particular design cannot be done, our sales team will assist you with the suitable alternatives available online or through our stores.

 

  • Is it possible to place an order for a piece of jewellery in a different metal colour?

Yes indeed, we would be more than glad to assist you with this requirement. Please email us the design code and our team of experts will get back to you shortly.

 

  • Is there an option of a buy back or exchange the jewellery bought?

We regret to inform you that we do not buy back or exchange jewellery once purchased.

 

  • Is there an option for me to resize a ring purchased at the store?

Yes. We will gladly resize it for you . If you find the ring you have purchased does not fit you, call us on +91 9920655499 or email us on support@magicmirror.in

 

  • Is it possible for me gift wrap my order for jewellery?

We would love to do this for you and even expedite the delivery to certain pin codes. Though gift wrapping is presently restricted to Mumbai city limits. We are in the process of extending this facilty to other cities shortly.

 

  • Is it possible to receive shipments during holidays?

We regret to inform you that major courier companies try and deliver during weekdays. Weekends cannot be guaranteed and also during major government declared holidays respective state wise.

 

  • How safe is my jewellery transit during courier transportation?

We do take utmost care while handling jewellery orders placed through our store or website. We ensure that all products are insured and sent across. It is very important for a high value order to be received by the recipient on the order and check for the contents. If you feel that your order has been tampered with, kindly reject the parcel.

 

  • I will like to have a refund on my jewellery product purchased?

Any non-customized or customized piece of jewellery is not applicable for a return, cancellation or an exchange policy both at our offline or online stores.

 

  • What are the steps needed for jewellery care?

We do believe in utmost care for jewellery items under all stages which means from manufacturing to designing, product packaging to shipping and finally delivery. This principle is followed stringently across all our jewellery offerings which includes imitation jewellery as well. Some of the key measures to maximize jewellery care, that we adhere to at Magic Mirror are.

Timeless piece of artistic jewellery are well packaged in special pouches or boxes to prevent chipping, scratches, damages or entanglement.

Since our jewellery designs are delicately designed, we provide a manual where 'in your jewellery should be stored in a cool, dry conditions far away from humidity and extreme temperatures.

It is very much advisable to remove rings while washing or showering to keep the shine intact. Also soap particles leave a mark in stone crevices and film over metal settings to lend it a dull appearance.

Silver jewellery from Magic Mirror is hand polished before the sale. However when exposed to atmosphere, all types of silver jewellery is prone to tarnishing and oxidation.

Do not use liquid cleaners to clean jewellery. Please use a soft cotton cloth to clean which will help you retain the shine and to reflect brilliance on the surface.

If you have been wearing gold plated silver jewellery for a quite a significant time, than the gold plating will eventually wear off and you would have to get it plated all over again.

Please ensure that the surface used for storing jewellery is not in contact with any rough surfaces to avoid scratches that will wear down enamelling or plating of the jewellery.

Jewellery should be the last thing a woman should wear to adorn her beauty, post applying makeup, perfumes or any other cosmetics. This is purely because if the ornament comes in contact with any harsh chemical than it may react adversely, break or a wear down.

Please use air-tight containers to store jewellery once cleaned with a soft cloth. Avoid using velvet material and use cotton instead.

Stone studded ornaments should be handled with extra caution just to ensure that it does not come in contact with any rough surface. This will lead to development of cracks on the jewellery surface.

 

MEASUREMENTS & CUSTOMIZATION

 

  • I do see an option of choosing Custom Size on the product displayed. What does this mean?

At Magic Mirror.in we do offer customization on our in-house designs which can made into the preferred size and designs / customizations to be made specifically. The same however is not applicable to market place products. In case of any market place product chosen by you for a specified customization, we offer to check / request the designer of the said attire but the same cannot be committed upon.

 

  • I have already placed an order but forgot to choose the custom size option instead. What do i do now?

We can make the necessary changes to your order over our back end support but the same would not reflect on the original order placed through the website. Be rest assured that the customizations if any can be done at an additional charges if any applicable.

 

  • I wish to make some changes in the measurements submitted. How do i do that?

You will have to contact us within 48 working hours of the order being placed if the measurements are already submitted. Post 48 working hours, we would not be able to honour any customization/ measurements requests. You can contact customer service via chat / email / phone on support@magicmirror.in

 

  • Can I submit my measurements later as I am travelling / busy at the moment?

At Magic Mirror.in, we truly understand that how a perfect fit makes the day for our customers, hence we have kept 2 options on our website to submit measurements.

 

SUBMIT NOW : You will be redirected to our measurements submissions page before you actually make the payment.

SUBMIT LATER : You would be emailed a manual measurements form depending on the nature of the product ordered.

 

Please note that in certain scenarios, customers do face an hassle of getting the perfect measurements majorly applicable to international customers. In such cases the customer’s can opt for standard measurements and request the size chart for it through customer service on support@magicmirror.in

 

  • Are there any specific customization charges applicable if any?

Currently customization is applicable to selected products only and the charges applicable can be only disclosed post the nature of customization request is received.

 

  • Is there a specific timeline for the submission of measurements from the date the product is ordered?

As a trusted ecommerce retailer, we strive to honour shipping deadlines mentioned on the product page. On request we can hold the shipping tentatively for a certain time frame beyond which if the measurements are still not received, the order would be made as per standard sizing on the size chosen.

 

 

ORDERS 

 

  • How will I know if my order is confirmed?

Once the order is placed on our website through online payment, you would receive an electronic invoice on your registered email address with us. The invoice would also get you an estimated ship date for your order.

Estimated ship date is applicable only towards ready to ship products only. If you have opted for a custom fit on a ready to ship product / made to order product, the shipping deadline would increase depending on the product ordered. Usually the customization for any ready to ship product is around 7-10 business days.

Made to Order products would take around 30-45 business days as these would be specifically made as per the measurements submitted along with customizations if any.

 

  • What is an Order Confirmation? Why is it required?

Order confirmation would be done prior to processing of the order only if you placed a COD (CASH ON DELIVERY) with us. Our customer service will call and verify the shipping address post which the order would be confirmed for processing. Please note than we would make 2 attempts to reach the customer through emails and phone calls. If the customer does not respond after multiple attempts the order shall be cancelled.

 

  • Do you alter / customize products ordered on Cash On Delivery?

We regret to inform you that products ordered on Cash On Delivery cannot be altered and the same needs to be done at the customer’s end. If the customer still insists on getting the product altered, than he/she can get the order converted to prepaid for us to alter it. Converting the order to prepaid has to be done through customer service on   support@magicmirror.in

 

  • How do I check the shipping status of my order?

Once the order gets placed through our website, an electronic invoice gets sent to the registered email address which carries the estimated ship date. Alternatively you can also check with customer service on support@magicmirror.in

 

  • I have ordered multiple products. How do I check the status of my shipment?

Every product listed on our website carries its own estimated shipping date which might differ from product to product. The same would be also mentioned on the order invoice received via an email. The customer however can request our logistics team to deliver all the products in one go if this is preferable.

 

  • What do the different statuses on my order mean?

Processing : Measurements have been received and checked. The order is under fulfilment.

Partially Shipped: This denotes if you have ordered multiple products and only 1 has been shipped.

Cancelled: This denotes that your order has been cancelled under the discretion of the company’s guidelines

Shipped: This denotes that your order has been shipped and is out for delivery.

Completed: This denotes that the product has been delivered successfully and the order has been closed.

Pending Payment: This denotes that the payment has not gone through successfully and will be reversed back within the next 24-48 business hours on the made of payment used.

Verification: This denotes that the amount has been subjected to clearance as per the payment method used. We shall intimate your within 48 working hours from the time the order gets placed.

Measurements Pending : This denotes that the order has been placed successfully but the are measurements are yet to be submitted by the customer.

 

CANCELLATIONS

 

  • What is the Order Cancellation Policy?

We do not accept any cancellations beyond 48 working hours of the order being placed in-case of it being a prepaid order. For Cash On Delivery orders cancellations can be heeded to a maximum of 5 business days from the time the order gets placed.

 

  • What is the cancellation procedure one needs to follow?

You may get in touch with customer service over an email only through support@magicmirror.in Once the request has been approved the refund would be at the sole discretion of Magic Mirror only.

 

  • What if my order gets cancelled post a successful purchase?

In any event if your order gets cancelled we shall intimate you at the earliest via an email or a phone call. Due to unforeseen circumstances, we do ensure that the orders are accepted with the inventory in stock. For an instance if we as a seller are unable to make the product for delivery within the estimated shipping timeline, we reserve the right to cancel such orders.

 

  • I have placed my order as per the estimated ship date mentioned and it was available on the website but the current status shows cancelled. What do I do in an event as such?

As a brand name, we do understand your concerns but in an unforeseen circumstance as such, we do have multiple options for you which have been listed below.

 

You can opt for a refund which would be credited to the funding source used during the initial purchase made.

You can opt for a higher value product which should not exceed 10% of the additional amount paid to us.

You can opt for a store credit which can be redeemed at our offline stores or on our ecommerce portal. The same would not carry an expiration with us and will as a token of appreciation we will add an additional 10% to the value paid on the coupon code.

 

  • How do I cancel an order placed for a jewellery item and how would I be refunded?

For jewellery orders once placed on our website, we do not have a cancellation or a refund policy.

 

REFUNDS & RETURNS POLICY

 

 

  • What are the terms and conditions against your Return Policy?

An item can be only returned if the same has been physically damaged/defective.

A wrong colour/product gets delivered.

Item is delivered later than the promised delivery date.

Made to order products and jewellery are non returnable.

Returns will only be accepted if the product is unused/unworn/non-altered/not tampered with.

All original packing labels/ tags/leaflets/manuals if any should be intact.

All returns are subjected to stringent verification by our quality team.

In case if you have ordered the wrong size, we can offer to alter it without a charge. However the shipping charges would be borne by the customer.

Please note than returns and exchanges are not allowed for orders below Rs 5000.

Returns requests should be notified within 48 hours of the order being delivered and should be completed within 15 days from the order date.

Discounted products or products on sale are not applicable for a return.

Any other return requests apart from the ones listed above are solely at the discretion of Magic Mirror.

 

 

  • How do I get an approval on the return to be made?

For any returns to be approved, the customer should get in touch with customer support within 48 hours of the product being delivered. Beyond which any cancellations / return requests will not be honoured. We would request you to email us on support@magicmirror.in with the details mentioned below.

 

Order Number

Product SKU Code

Reason for returning of the product

Actual photo of the product delivered 

 

  • Where can I find the list of national postal services pertaining to my country?

Please visit the web url below to access the postal service location to your country which is considered the cheapest rather than private courier companies. The most popular countries have been listed in the next segment.

 

Web URL : https://en.wikipedia.org/wiki/List_of_national_postal_services 

 

  • Where can I find the nearest government post in my area of residence?

You can visit the below mentioned web url's for the nearest location by just entering the area zip code.

 

For United States : https://tools.usps.com/go/POLocatorAction!input.action

For United Kingdom : http://www.royalmail.com/delivery-and-collection-office-finder

For Australia : http://auspost.com.au/pol/app/locate

For India : http://www.indiapost.gov.in/pincodesearch.aspx

For Canada : https://www.canadapost.ca/cpotools/apps/fpo/personal/findPostOffice

For UAE : https://www.epg.gov.ae/portal/_en/locations.xhtml

 

  • What is our Returns Process?

Please ensure to contact our customer support through live chat, email or via phone for you to receive the return requests format through an email which will get you the step by step instruction on how to return a product. Any return request which has to go into consideration by the management should be ideally received within 48 hours of the product being delivered.

 

  • I have successfully returned my product and it shows delivered to the address specified in India? What do I do now?

We will pay up to a maximum of $33.00 USD for return shipping costs (in-case it’s our fault) as a refund in the form of a store credit only. We can also refund the amount paid for the order as a refund to a funding source of your choice and the same shall be done within 7-10 business days once processed to be credited. If you opt for a store credit in lieu of a refund for the product value we would add an additional 10% to the value paid. For return shipping a customer will only use general post (country specific) strictly. Private courier companies would not be entertained under any circumstances.

 

  • Can I use DHL / Fedex / Aramex or any other private courier firm as a mode for return shipping?

We regret to inform you that we have certain limitations when it comes to reimbursement for a return parcel. The maximum we would approve is $33.00 USD. Anything beyond this value will not be reimbursed until and unless an approval has been given before the actual parcel gets sent by the customer. Again we recommend to use the country respective government post courier services which are relatively much cheaper than private courier companies. In case of rural areas, please contact customer support for an approval on higher return shipment costs if any.

 

PAYMENTS

 

  • What are the modes of payment available?

 

Credit Cards (Visa, MasterCard, American Express, Maestro)

Debit Cards (All leading bank debit cards)

Net Banking (For all leading banks)

Store Credits (If Any)

Cash On Delivery (COD) Please note that it is pin code restrictive and the minimum value required is around Rs 5000/- and the maximum limit allowed is Rs. 20,000/-

PayPal

 

  • Are the above mentioned payments applicable site-wide?

The above mentioned payment options are applicable to our jewellery and garments section mentioned on the website. If you are facing any issues making a payment through our online website please contact customer service at support@magicmirron.in

 

  • What is a Store Credit?

Store Credit is a virtual gift card which can be redeemed as a mode of payment for any online or offline purchases. Store Credits are non-convertible and non-transferrable i.e. they cannot be converted into cash/bank credit and cannot be transferred from one account to another.

 

  • How do I find out if I can pay in my countries local currency. Are there any additional charges applicable to my order?

You can use the currency converter at the extreme top left hand corner of the website and choose your preferred currency from the drop down given. There are no additional charges applicable at our end but you might check with your bank on the same. If the desired currency is not available, please get in touch with customer service on support@magicmirror.in

 

  • Is it safer to use my credit / debit card on Magic Mirror.in ?

We do understand the importance of an online transactions and hence we accept payments through a secured server and none of your personal data gets captured or saved at our end.

 

CASH ON DELIVERY (COD)

 

 

  • What is Cash On Delivery (COD)? Are there any additional charges applicable?

COD is also known as Cash On Delivery. It does not matter if you do not have a electronic mode of payment (credit/debit card) or online shopping is not your forte. Just place your order and you can make a cash payment at your doorstep.

 

  • Is my pin code available for delivery. Will my product be altered?

COD (Cash On Delivery) is pin code restrictive and not all pin codes are being served. Cash On Delivery is only available within India only. COD products would not be altered strictly and they would be sent across in the size ordered or a size bigger whichever is available for shipping. The alteration would be taken care by the customer.

 

  • I have placed my order on COD(Cash On Delivery) in the past but the website does not get me this option any longer?

We update area pin codes on a timely basis the confirmation we get from our courier partners. For rural locations only prepaid orders are being accepted . Given your past history with us, if an option for COD is still available the same has been restricted towards your registration with us based on your order history.

 

  • Is there a specific price capping on the order value for COD orders?

Indeed there are certain restrictions imposed when it comes to honouring an COD order. Please note that the minimum order value should be around Rs. 5000 to a maximum of Rs 30,000 INR for it to qualify.

 

  • Is my order confirmed immediately for processing once I place it over the website?

Any order placed on COD basis will receive a verification call within the next 24 hours of the order being placed. Please note than we shall try making multiple attempts over a phone call or email to confirm your order. If we are unsuccessful , we shall proceed ahead with a cancellation of the order.

 

  • Can jewellery be ordered on Cash On Delivery?

We regret to inform that jewellery cannot be ordered on COD basis.

 

SHIPPING & LOGISTICS

 

  • How do i know if my country is applicable for shipping? Are there any additional costs involved for freight charges?

We do ship to more than 175 countries worldwide and do not worry if your order does not go through. Our friendly customer service would help you place the order through our backend systems post a successful online payment through an external source. Any order value below $100 USD will be applicable for a shipping fee of $9.95 per order. If your order value exceeds $100 USD zero additional charges would be levied towards shipping.

 

  • What is the delivery time-frame for ready to ship products listed?

Ready to ship products can be shipped out within 3-5 days of the order being placed. The products however would be only altered as per standard measurements and no customization requests can be heeded. If you opt for a custom fit for a ready to ship product, the delivery time frame will differ if it readily available with us in a bigger size for the desired alteration. Please contact customer service before you place an actual order with us on support@magicmirror.in

 

  • When will I receive my order? What do I do in-case my order is getting delayed beyond the estimated ship date?

The estimated ship date is been mentioned on the invoice sent across to you over your registered email address with us. However if you have opted for a custom fit please note that this would add an additional time frame of 7-10 business days to the existing shipping timeline. If your order is getting delayed beyond the specified deadlines set by us, we would gladly offer you an alternative on case to case basis at the discretion of the company.

 

  • I missed my order as I was not at home. How can I get my order now?

Please note that our logistics partners will make 2 attempts to deliver the parcel following which if not delivered will be returned to us. If you have any plans of travelling, kindly intimate customer support so that we can make alternative arrangements for delivery.

 

  • Can I re-direct my order to an alternative address as I am travelling?

Once the order has been shipped no manual changes can be made at our end. However you can try and request the courier partner’s customer support to re-direct the parcel at a specified address or hold the parcel at their facility until further instructions are received from you. In-case you are unable to get a satisfactory reply from our logistics partner, please contact customer service on support@magicmirror.in

 

  • Do you deliver to P.O Boxes, A.P.O addresses or freight forwarding addresses?

At the moment we do not deliver to Po Boxes, A.P.O or freight forwarding addresses due to logistics restrictions and also for safe keeping.

 

  • Are there any additional custom duties / VAT / import tariff towards any delivery?

In most countries , imports needs to be declared, i:e description, quantity and the value of the imported goods have to be provided to local custom authorities so that duties and taxes can be assessed. Import duty is a tax that the importer has to pay to bring foreign goods into his /her country. Magic Mirror is not responsible for these additional charges which might incur during delivery of the goods and the customer would be notified by the logistics in advance. In addition to import duties, imports may be subjected to other taxes such as sales tax, excise duty or other custom charges. Each country has its own set of taxes and different ways of calculating them.

 

 

REFERRAL POLICY

 

  • Do you have a referral policy?

We do have a referral policy of 11% off on your very next purchase with us. A referral discount coupon code would be emailed once your referral makes a purchase.

 

Magic Mirror will not accept claims for referral discount vouchers where the below mentioned process is not followed.

Once your friend has successfully completes the registration and makes a purchase, you are applicable for a discount coupon code of 11%

Please note that only a successful registration of the referral does not comply for a referral discount.

The referral will have to make a purchase on the website post the registration for you to receive a discount voucher.

The referral discount voucher is only valid for 3 months from the time of issuance. Once the voucher expires due to any unforeseen circumstances, the same shall not be renewed.

Referrals are only applicable if an email id which has not registered prior on Magic Mirror and has not made any purchases in the past with us.

A customer cannot refer his / her own secondary email address to be applicable for the referral discount

 

FRAUDULENT / LOSS TO BUSINESS ORDERS

 

  • What is termed as a fraudulent order and what happens next?

To provide a safe and secure shopping experience, we regularly monitor transactions for fraudulent activity. In the event of any suspicious activity, Magic Mirror.in reserves the right to cancel all past, pending and future orders without any liability.The customer may be considered fraudulent if any of the following scenarios are met.

 

Customer does not reply to the payment verification email sent by Magic Mirror

Customer fails to provide to adequate documents during verification.

Misuse of another customer's phone / email.

Customer uses invalid phone number or email

Customer refuses to pay for any order.

Customer returns the wrong product.

Customer with a very high return rate.

Repeated requests for monetary compensation for petty issues.

 

BULK / WHOLESALE ORDERS

 

  • Do you deal in wholesale / bulk orders?

Any order worth Rs 1 lakh INR and above is considered as a bulk order.

 

  • Are there any benefits ordering in bulk?

We do know that everybody has a different set of needs and requests when it comes to ordering in bulk hence we have a team which specially caters to such needs. Please send us an email at support@magicmirror.in along with the list of product SKU codes and their respective quantity required against each of them.

 

  • How do i pay for my bulk order?

We accept online payments through credit / debit cards, net banking, paypal (international customers only), bank deposits. Bulk orders cannot be ordered on COD (Cash On Delivery) basis.

 

  • Do you deliver bulk orders internationally?

Yes we do deliver internationally to more than 175 countries worldwide. Though dispatches and deliveries will depend on the quantity of your order placed with us.

 

  • How much time do I have to return the products if I do not like them?

We regret to inform that products ordered in bulk cannot be returned or exchanged if you do not like the product. The customer needs to fully aware of the product material description mentioned on the product page.

 

  • What if i received the package in a damaged / tampered condition?

If you see that your package has arrived damaged or being tampered with, please reject the delivery out through. Please contact customer service through an email on support@magicmirror.in and we will take care of the rest.