Frequently Asked Questions
Got questions about your custom artwork, orders, or shipping? You’ll find the answers here. If you still need help, our team is always ready to assist.
📩 Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+7)
1. Orders & Shipping
When will I receive my order?
When will I receive my order?
Since we print every item specifically for you, please allow time for production and shipping:
- Production Time: 1–3 business days (to print and quality check).
- Shipping Time: 3–7 business days for US orders and 10–20 business days for international orders.
- Note: During holidays (Christmas, Valentine's), production may take slightly longer.
Where can I track my order?
Where can I track my order?
Once your order ships, we will email you a tracking number. You can use this number to track your package's journey. Please allow up to 48 hours for the tracking link to update after receiving the email.
Can I cancel or change my order?
Can I cancel or change my order?
We process orders very quickly to ensure you get them fast. You can request a change or cancellation within 4 hours of purchase. After that, your order has likely entered the production line and cannot be modified.
I ordered multiple items, but only received one. Where is the rest?
I ordered multiple items, but only received one. Where is the rest?
To get your items to you as fast as possible, we may ship products from different print facilities. Don't worry, the rest of your order is on its way!
2. Products & Care Guide
How do I choose the right size?
How do I choose the right size?
We highly recommend checking the Size Chart available on every product page before ordering. Since our products are made-to-order, we cannot offer exchanges for incorrect size choices.
How should I wash my printed t-shirts?
How should I wash my printed t-shirts?
To keep your design looking fresh and vibrant for years:
- Machine wash cold, inside-out (this protects the print).
- Use a gentle cycle with mild detergent.
- Tumble dry low or hang-dry (best for longevity).
- Do not iron directly on the design.
Why does my new shirt smell like vinegar?
Why does my new shirt smell like vinegar?
Don't panic! This is completely normal for Direct-to-Garment (DTG) printed apparel. The smell comes from a fixation agent used to bond the ink to the fabric. It is harmless and will disappear completely after the first wash.
How long does shipping take?
How long does shipping take?
We highly recommend checking the Size Chart available on every product page before ordering. Since our products are made-to-order, we cannot offer exchanges for incorrect size choices.
- Tip: Measure your favorite t-shirt at home (width and length) and compare it to our chart for the best fit.
3. Returns & Refunds
Do you accept returns?
Do you accept returns?
Because every product is custom-made just for you, we do not accept returns for "change of mind" or wrong size selection. However, your satisfaction is our priority. If there is an issue with the quality, we will make it right.
What if my item arrives damaged or with the wrong print?
What if my item arrives damaged or with the wrong print?
We are so sorry! Please email us at info@mustluxe.com within 30 days of delivery with:
- Your Order Number.
- A clear photo of the damage/wrong print.
You do NOT need to return the item. We will send you a free replacement immediately.
I never received my package, what should I do?
I never received my package, what should I do?
If your tracking says "Delivered" but you haven't received it, please check with your neighbors or local post office first. If you still can't find it, contact us, and we will help you investigate.
Can I track my order
Can I track my order
Yes, a tracking number will be provided once your order ships.
4. About Payment & Security
What payment methods do you accept?
What payment methods do you accept?
We accept credit/debit cards, PayPal, and other secure checkout methods.
Is my payment information secure?
Is my payment information secure?
Yes, all payments are processed through encrypted, secure systems.
5. Contact Us
I still have a question, how do I contact you?
I still have a question, how do I contact you?
We are happy to help!
- Email: info@mustluxe.com (Fastest response)
- Phone: +1 940-276-7079
- Office Address: 1800 East 16th Street, H312, Newport Beach, California 92663, United States.
What if I’m not happy with the final product?
What if I’m not happy with the final product?
Contact us within 7 days of delivery. We’ll work on a solution — revision, replacement, or refund depending on the case.