Frequently Asked Questions (FAQ’s)
Please find below the answers to your most common questions. If you do not find the required information, then please contact us at customer.service@jademoghul.com
Taxation / Other Charges
1. Do I Have To Pay Tax?
JadeMoghul customers do not pay any taxes (or VAT) except in Canada. This means that right from the start, our customers save a minimum of 2.9% to 7% on taxation in USA, upto 19% in Europe and in the different parts of the world.
In the event if you are charged taxes, possible taxation costs may include:
- VAT on EU customers for a product produced in EU.
- Taxes for US states where our supplier or manufacturer may be based.
- Surcharge on shipping charges.
2. What if I am charged taxes?
If you think that you are unjustifiably asked to pay taxes on JadeMoghul, then please follow the below process:
- Write an email to customer.service@jademoghul.com and provide the product complete description including product type, section/category and price. Indicate the tax amount and your location. We will get back to you within 24 - 48 hours.
- Possible reasons may include system malfunction, location inaccuracy, computer cache, etc.
- You can also go ahead and order the product and pay the amount. In parallel, please write to customer.service@jademoghul.com and we will refund the taxes to you, while processing your order.
3. Does JadeMoghul orders include any other charges?
JadeMoghul believes in ultimate customer satisfaction and our orders do not include any hidden charges, surcharges or additional charges. If the law, vendor or location requires any additional charge to be paid, then it will be communicated upfront to our customers.
Shipping
1. What is your shipping policy?
JadeMoghul ships items everyday through different couriers, parcel services and mail providers. We work with numerous and diverse set of vendors and have customized shipping arrangements for the benefits of our customers. Below are the details of our shipping policy:
- Most of the products from Jade Mall are shipped free of cost with a standard 4-5 weeks shipping service. Any expeditions are charged at cost.
- Most of the made-to-order or personalized luxury products are also shipped free and shall reach within 2-3 weeks*. Exceptions are communicated during the process.
- Products from the sports, education, gifts, wedding and apparel sections are charged at cost. We inform this upfront to our customers to save their precious time.
- Most of the charged shipping products follow our ground shipping policy which is for 1-2 weeks.
- Delays on all the above may occur due to product shortages, seasonal rush or unavailability of the courier services. JadeMoghul will promptly inform its customer of any such delays.
- As general rule, orders are processed within 24-48 hours of placement. The shipping time starts, once the orders are placed. Please contact our Customer Service Department for enquiries.
*limitations apply
2. Can I change the shipping option after placing my order?
Yes, you can change the shipment option, provided the the order has not shipped. Once it is shipped, then we will not be able to change it.
As general rule, orders are processed within 24-48 hours of placement. Please contact our Customer Service Department for enquiries.
3. Can I ship partial orders differently?
This may only be possible under certain conditions. Please contact our Customer Service Department for enquiries.
4. How do I order expedited shipping for Free Shipping items?
Please contact our customer service at customer.service@jademoghul.com and we will let you know if those items can be expedited with the associated costs.
5. Which items qualify for Free Shipping?
Below is the list of items that are shipped free of charge along with the expected shipping times:
Most Jade Mall items: 4-5 weeks Standard Free Global Shipping
Following items in the Moghul Exclusives sections are shipped free (Limitations apply)
- All Gold & Diamond Jewelry (North America Only)
- All Luxury Leather
- Branded Watches
- Ladies Fashion-wear (US Only)
- Select Branded Personal Care Above $40 (North America Only)
- Gift Bracelets Above $80 (North America Only)
- Select Fine Jewelry & Sports Items
For enquiries, please write to customer.service@jademoghul.com
6. Shipping Limitations.
- Wedding items can only be shipped through International courier outside North America.
- Select gift items may cost $29.99 shipping fee for Canada.
7. I am charged for shipping, though the shipping policy illustrates Free Shipping for that product type.
This could happen due to several reasons:
- System malfunction to update a particular product or a group of products for Free Shipping.
- The item may not be available with Free Shipping in your area/geography.
- A policy change that is yet to be reflected on the website.
In any such situation, please contact our customer service and we assure you of our prompt support.
8. Can I be charged for shipping, though the cart indicated Free Shipping for that product.
Yes, this is possible due to the following reasons:
- Your country does not qualify for Free Shipping, due to any emerging political, travel or logistical reason.
- Our postal/courier service does not operate in your area or country.
- A very high postal expense not enabling Free Shipping option.
- Safe and secure postage is not available in your country.
Please note that our system will process the order with Free Shipping. However, our customer service will contact you in such case. We apologize for any inconvenience due to such an occurrence.
9. What is a Special Delivery Dimensional Rate Item?
Items with unusually large dimensions and/or heavy weights are classified as Special Delivery Dimensional Rate Item.
These items have extra shipping costs and are based on courier provided dimensional rates.
Detailed Shipping Table
|
Shipment Type |
Region |
Expected Time |
Considerations |
|
Standard Shipping |
USA |
All: 1-2 weeks Jade Mall - 4 weeks |
Customs for products including Jade Mall, Leather, Watches & Personal Care Items |
|
Expedited Shipping |
USA |
All: 1 week Jade Mall - 2 weeks (If applicable) |
Customs for products including Jade Mall, Leather, Watches & Personal Care Items |
|
Standard Shipping |
USA territories including Hawaii, Alaska, etc. |
All: 1-2 weeks Jade Mall - 5 weeks |
Customs for products including Jade Mall, Leather, Watches & Personal Care Items |
|
Standard Shipping |
Canada |
All: 1-2 weeks Jade Mall - 5 weeks |
International Customs |
|
Expedited Shipping |
Canada |
All: 1 week Jade Mall - 3 weeks (If applicable) |
International Customs |
|
Standard Shipping |
Canadian territories |
All: 1-2 weeks Jade Mall - 5 weeks |
International Customs |
|
Standard Shipping |
Europe |
All: 2-3 weeks Jade Mall - 4 weeks |
International Customs |
|
Expedited Shipping |
Europe |
All: 1 week Jade Mall - 2 weeks (If applicable) |
International Customs |
|
Standard Shipping |
Asia, ME & Rest of the world |
All: 4 weeks Jade Mall - 4 weeks |
International Customs |
|
Courier Shipping |
Asia, ME & Rest of the world |
All: 1 week Jade Mall - 2 weeks (If applicable) |
International Customs |
Important Note:
- The Above policies, timings and rates on the website are for standard packaging types only. Unusual size, weight and packaging shipments will be charged at actuals or as Special Delivery Dimensional Rate Item, even though the system may provide default rates. JadeMoghul will promptly inform its customers in any such situation.
- JadeMoghul will not be responsible for any custom delays. The above-mentioned timings are provided for estimation purposes only. Actual customer process timings may vary. Customers are responsible for any custom charges applicable.
- Unusual shipments to some countries may not be possible due to courier limitations, depending on the products, shipment weight, size and cost. JadeMoghul will promptly inform its customers of any such situation.
- Shipments from select vendors may entail extra charges, due to the location of the warehouse(s), any local taxes, additional surcharges and/or packaging costs.
Orders
1. Why Was My Order Cancelled And My Payment Refunded?
Possible reasons for refunding money：
- PayPal account name and address does not match your order's shipping address, and there was no response when the contact was made.
- The products ordered were out of stock, if we cannot contact you in 5 days after we receive your payment, we will refund the payment to you.
- We do not service that area due to lack of shipping and/or any other related issue.
- Mode of payment available at JadeMoghul does not work in your country or area.
- The product is not manufactured anymore and/or the manufacturer has closed out on fulfilling the orders without any prior notice.
- Product recall ordered by the vendor and JadeMoghul was not informed on time.
2. Order not delivered?
If your estimated delivery date has passed and you haven’t received your order, just send us an email and we will help you further.
Before you contact us you should check these things:
－Check your email and find the tracking number with the link to check it
－Go to your "Account" and check if the address you wrote is correct
－Check if you received a notification at your address to pick up your shipment, it could be at the post office
－Check if your neighbour received your packet with your name
Even after completing all the orders, you do not find the product then please immediately send an email to customer.service@jademoghul.com with your order details including the channel, date and and quantity of order.
Every order shipped from JadeMoghul is subject to a strict quality control process to ensure your order is delivered as promised. The processing time varies by location, depending on the specification(s) of the product(s).
All orders receive an email with tracking conformation of the shipment. In case of any question and unexpected delay you can always contact our customer service.3. Order is late?
If your estimated delivery date has passed and your order is still in process, then following could be the reasons:
－ Vendor fulfillment experienced delays
－ Your area of service takes more than average delivery time
－ Courier company experienced a bottleneck in promptly servicing your area or order
－ Seasonal rush delayed vendor or courier servicing due to a higher number of orders at that particular time
－ Your order was sent from overseas and was subject to customs, that can take from minimum 1 - 5 additional working days
4. Do you accept “Back Orders”?
“Back Order” means that some product in your order is currently out of stock and that you might have to wait for the new stock. In this situation, your back order will be split into sub-orders and we will dispatch the available items first.
We can do back order on request. If you want to modify the content of your order, please do not hesitate to contact us.5. How Can I Track My Order?
You can track your order in different parts of our website according to its current status.
1. Processing: You can check its status in “My Orders” in your JadeMoghul account.2. Shipped: Once your order is shipped you will receive an email from us with the tracking code. You can also find the tracking details of your order in “My Orders”.
3. If your order does not contain the tracking number please contact us at customer.service@jademoghul.com.
6. Why is My Order Status Showing that “The item is pre-advised”?
At times this inconvenience can happen for orders shipped with Air Parcel Register. This status means that the parcel is going to reach the closest sorting center very soon. You should not worry if you see this status, and the tracking information of your order will be updated in 2-3 days.7. Why Didn't I Get A Tracking Code?
Most of our shipments are done with tracking codes. However, on some occasions the tracking may not be available. This could be due to the location of delivery, mail preferences or incomplete/general addresses.
For all such queries, please contact our customer service.8. I Can See that My Order Status Shows “delivered” But I Have Not Received My Parcel. How Can I Solve This?
Below are some steps and suggestions on how you can solve this issue:
- Check if the shipping address of your order is correct.- Ask your neighbours, relatives or friends if they have received the parcel on your name.
- Request an official document from your local post office in which they clearly state what happened to your parcel and all the details they have.
- If still unresolved, please contact our customer service, we will review the order and will refund you or send you a replacement after receiving the appropriate documents.
9. What Is Split Shipped?
If an item is not in stock when the order is placed, processing will not begin until it has arrived. If you order multiple items the order will be split shipped and items in stock will be sent first. Then, when the others are in stock, they will be sent separately.10. How Do I Get My Order Status?
You can find out about your order's status in your user's centre order status page.
11. What is the wrong order policy?
JadeMoghul will exchange the product or refund your order amount, if the order was incorrectly fulfilled by us. Following is the procedure:
- Once you receive an incorrect order, please take a picture and email us with the order confirmation email at customer.service@jademoghul.com.
- Please include all possible information product, channel of order, dates, price of order, etc.
- Indicate if you need a refund or still want to receive the product.
- JadeMoghul will review the order and will take the necessary next steps within 48 hours.
12. When can I cancel my order?
JadeMoghul does not accept remorse buying and hence, once the order is processed, we will be able to follow the Return policy.13. Will I receive single or several shipments?
This depends on your order constituents. JadeMoghul works with several vendors to provide you the best quality merchandise. We service from North American, European and Asian warehouses. If your order includes products from several regions then you may get shipments in parts. However, that should not affect the timelines and the quality of products.
14. Do you ship on weekend?
No. Our orders are shipped during the weekdays as most of our partners, manufacturers, vendors, resellers and distributors ship during weekdays. This way we also save on the higher weekend shipping costs to the customers.
Returns
1. What is your return policy?
Please review our complete return policy here.2. Where should I return the merchandise?
For any returns, please contact our customer service and we will provide you the return address for that specific item(s).3. Does JadeMoghul offers replacements and exchanges?
Yes, if you received a damaged or return item then we can replace the exact item or offer you an exchange for another item. Please contact our customer service within 24 hours of receipt to provide you individualized service.4. When will I get my refund?
Most returns are processed within 3-5 days after receiving and evaluating the return merchandise. The whole process shall be completed within 2 - 3 weeks.5. I received a damaged order, what should I do?
For any damages, please write to us within 24 hours of receiving the order at customer.service@jademoghul.com. Please indicate your order details and a product/shipment image. We will provide you immediate replacement or exchange, as soon as we have all the information.Detailed Process of Wrong item return or exchange
As soon as you receive an item that does not follow your order you have the following option:
i) Exchange it for the new correct item; OR
ii) Return it for a full refund.
Please contact us at customer.service@jademoghul.com and send us the details about the wrong item within 24 hours of delivery. We will evaluate and resend the correct item or refund you the full price.
Note: All returned items must be in brand-new condition, unused, unwashed and with original tags and packaging.
Size does not match your order
Upon receiving the order, if you find the size does not fit, please check our description and your order information first.
i) Size not as ordered: You can contact our customer service directly for a full refund or a free replacement of the item in the correct size.
ii) Size as ordered but does not fit: There may be a 3cm/1.5 inch size inaccuracy due to hand measurements. You can contact us and apply for a return. In these cases, you will be responsible for all shipping fees incurred. Due to hygiene reasons clothing including lingerie, intimates, any under gear and related items can not be returned. We recommend you carefully check the size of your items before ordering.
iii) If the size difference is greater than 3cm/1.5 inch, please contact us to arrange a return or exchange.
Note: All returned items must be in brand-new condition, unused, unwashed and with original tags and packaging.
Color does not match
The precise color of the items may vary depending on the specific computer/mobile screen, the settings and the lighting conditions. Slight color mismatches between the color of your item and the color shown on screen may not mean that the item is defective or mismatched. However, if you feel that you have received an item in the wrong color you can follow the same procedure as detailed in the section above “Detailed process of wrong item return or exchange“.
Miscellaneous
1. What Is The Meaning Of ‘In Stock’, ’Sold out’ and 'Out Of Stock'?
Here are the usual stock level messages you may find on the product pages and their corresponding meanings:
"In stock,” usually dispatched in X number of business day(s)“– We have current stock of the item and it's usually sent within those given days. If you are ordering multiple products that are packaged together, then the maximum number of business days will be the expected dispatch time. If you are ordering multiple products that are sourced separately, then the maximum number of business days will be the expected arrival time.
"Sold out,” We have no stock available and we will sell as soon as it is available. Availability estimates may not be available, due to the high number of products and vendors working with JadeMoghul.
"Out Of Stock,” The stock is sold out and we are expecting to sell, only if the vendors start production again.
2. I Can’t Find A Product On Your Website Anymore Is It Still Available?
If an item is no longer listed it is likely it has been discontinued however if you really liked something and you can’t find it anymore, please contact us at customer.service@jademoghul.com.3. Where Do I Find More Information About Product Features?
If you are interested in an item or have bought a product and still have questions, please contact us at customer.service@jademoghul.com.4. Can I View Prices In Different Currencies?
You can choose to view prices in different currencies by using the drop-down currencies menu at the top of the right-hand pane of our website.5. When Will An Item Be Back In Stock?
Different products have different time periods. For exact schedules, please contact our Customer Service Department.
6. Are there any product limitations?
Yes, Nike brand is only available for sales in USA.
Additionally, certain personal care products may not be available for sale in certain countries.
7. Are all the products on JadeMoghul authentic?
Yes, most of the products are authenticated products from the relevant manufacturers, distributors, resellers and vendors.
8. Is my payment safe on JadeMoghul?
Yes. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information.