Frequently Asked Questions
Do I need to create an online account to place my order?
We've made it super easy to place an order at Myxtur, you don't have to create an account. You can place an order with your phone number or email ID. We'll only ask you to set a password, that's it simple as that!
When is customer services open?
Monday - Friday, 9:00am to 6:00pm and Saturdays, 9:am to 2:00 pm. We're closed on Sundays, Bank Holidays and National Holidays
Order Related Questions
Can I change my order?
For COD orders, our Customer Support team will get in touch with you to confirm the order. We request you to accommodate them and let them know if any changes are required. You can also write to us on email@example.com, for any changes to be made to the items in your order.
If you have prepaid for your order, you can write to us on firstname.lastname@example.org, for any changes to be made to the items in your order.
Please note that changes to an order can only be made if it has not been shipped.
Can I change Shipping / Contact Details?
You can change your shipping address or contact details by emailing us on email@example.com.
Please be informed that changes can be made to the shipping or contact details without any doubt, if it has not been shipped already. In case it has already left our facility and is in transit, please contact us by email. Our Customer Experience Team will certainly try their best to solve this for you along with our shipping partner.
Can I pre-order an out of stock item?
Unfortunately, not at this time. We know how frustrating it is to not be able to get hold of an item once you've decided you want it, but unfortunately when everyone else wants it too we can sell out of it very quickly! To try and keep our online store as fresh and exciting as possible we do add new items each week, so you may well find something very similar!
What happens if the product I've ordered isn't in stock?
Whilst our system is cleverly designed to ensure that stock levels are always accurate, and that products ordered are available - sometimes it can make a mistake. This happens only sometimes, and we'll work hard to make sure that it doesn't happen again. If this has happened with your order, we are sorry, we will contact you by email to let you know your options and find out what you would like to do.
Will I get an order confirmation?
Once you have placed your order, we will send you a confirmation email and SMS (depending on the details provided – Phone number and Email ID) containing all the details of your order.
I haven't received a confirmation for my order.
Depending on the information (Phone number and Email ID) provided regarding your account, we usually send out SMS and Email confirmations for your order.
Although it upsets us to think that your account might consider our emails as junk, sometimes they can end up going into your junk folder. Have a look to see if we're hiding in there and add us to your safe senders list to stop this from happening again. It is also worth checking the "Order History" on your account. If you do have an order number, check that your email address is correct. If, however, there is no recent order listed it means that your order has not been successful, and you will need to try again
How do I make a complaint?
We try to make sure that you're happy with all of the services we provide at Myxtur, in the event that you need some help, please email firstname.lastname@example.org and we'll do our best to make you happy again!
My parcel is missing - what do I do?
The shipment tracking email should have a link that lets you track your package. If the tracking link says that that it is delivered and if you have yet to receive your parcel, we are sorry. Check with others in the address or your neighbours first to see if they've signed for your parcel. If you're still not able to locate your parcel, don't worry. Contact us on customer services email@example.com and we will help you.
Payment Related Questions
How safe is online shopping with Myxtur?
It's safer than ever! We use one of the most secure online ordering systems and are constantly improving our software to make sure we offer the highest possible security at all times. In fact, Myxtur uses payment gateways that have high level SSL encryption technology, the most advanced security software currently available for online transactions.
Will I have to pay GST?
Unfortunately, we have no control over these charges. However, all our products have their standard GST rates included in their pricing.
What methods of payment do you accept?
We accept Visa, Mastercard, Discover, PayTM and Cash-on-Delivery.
It looks like you charged me multiple times. Help!
Unless you received an order confirmation, we did not charge your card. If your credit card was declined, you may see pending transactions for each attempt to submit payment. The pending transaction will clear up within three to five business days, depending on your bank, and will never turn into a charge. You will always get an email confirmation when an order is successfully placed on our site. Please check your billing address before submitting the order again.
Why was my credit card declined?
Most credit cards are declined because the billing address you entered does not match the address your bank has on file. Please be sure to double check this, and if that does not work, please send us an email at firstname.lastname@example.org
Returns Related Questions
What products are eligible for return or replacement?
We allow our customers to return our products for the following reasons.
If you believe that you have received the incorrect item:
We try our best to ensure that our order fulfilment is exactly the way you ordered. However, there are times when we make mistakes. We are sorry for that. Please send an email to email@example.com within 3 days of receiving the item. Please ensure that you mention the order number and photos / videos of the product that you received. Please also ensure that you send us a short description of the problem that you faced which will help us understand what went wrong at our end.
In case of manufacturing defects:
If you are facing any issues such as bad fitting, damage during shipment, manufacturing defects - we are sorry. We would like you to love our products and can understand the pain of this. Please send an email to firstname.lastname@example.org within 3 days of receiving the item. Please ensure that you mention the order number and photos / videos of the product that you received. Please also ensure that you send us a short description too of the problem that you faced which will help us understand what went wrong at our end.
Once our Customer Experience Team has investigated and confirmed the same, they may request you to ship the product back to our office. Please do not ship any product back to our facility unless confirmed by our Customer Experience Team. We reserve the right to refuse to exchange or refund items that are not returned within 10 days from the date that our Customer Experience Team requested that the products to be shipped back to us.
Once this has been checked by our team, we will then offer a free replacement, or a full refund (applicable only in the case of non-Cash-on-Delivery orders). For Cash-on-Delivery orders, we will offer a coupon of equivalent value which would be redeemable within 90 days on the Myxtur website from the same User ID.
What products are not eligible for return or replacement?
The following products shall not be eligible for return or replacement:
Any product that exhibits physical damage to the box or to the product
Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product at the time of delivery.
Any product that is used.
- Masks and other products related to safety essentials cannot be returned
Beyond 2 days of the date of receiving the item, all orders will be treated as final and will not be eligible for returns.
I just received my order, but I’d like to return part of it. Do you accept returns?
Absolutely, we want to be sure you are 100% satisfied with your purchase. You can read all about our returns policy here.
How can I ship my return back to Myxtur?
You are welcome to use the shipping method of your choice. Please attach the original print invoice or the order confirmation page along with the product to be returned in its original packaging. However please ensure that you ship the products only after confirmation from our Customer Experience Team.
Did you receive my return yet?
You will receive an email confirmation from Myxtur once your return has been processed completely. You will NOT receive an email when your return has been received by our Customer Experience Team. Please allow up to 10 days for your package to arrive and our Returns Department to refund your original form of payment.
What if I can't find my original invoice?
Please print out the order confirmation email or the order information in your Myxtur account. Without this information, we will be unable to process your return.
Can I exchange the item I just received for a different item on your site?
At this time, we cannot process exchanges.