FAQ
Conscious Luxury for the Discerning Few
Discover how made-to-order production transforms commerce with sustainability, quality, and personalization.
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Frequently Asked Questions
Quality Products for the Discerning Customer
DELIVERY
PRODUCTION & DELIVERY
How quickly will my order be ready?
95.4% of our products ship within 48 hours. Everything is made in-house with complete quality control from printing to shipping. Our one-stop production facility allows us to dispatch many products within 24 hours of receiving your order.
What does "made in-house" mean for my order?
All our staff and production capabilities are in the same building, ensuring each product is printed and manufactured to our established high standards. You can trust that the best team is working on your order from start to finish.
How do you achieve such fast delivery times?
Our streamlined in-house process eliminates delays. We don't count weekends or public holidays as production days, and our dedicated team focuses on quality and speed without compromise.
What's the difference between production time and delivery time?
Production time is how long we take to create your product (shown on each product page). Delivery time begins after manufacturing when your order is handed to the courier. These are separate timeframes.
SHIPPING & DELIVERY OPTIONS
What are your shipping rates?
Our shipping charges vary by destination and package size. We offer competitive rates worldwide with tracked services for all shipments.
Which courier services do you use?
We use DHL, FedEx, TNT or similar premium services as our default delivery options. All shipments include package tracking and guaranteed delivery. Delivery takes 1-4 days on average depending on your selected option and destination.
Do you deliver to PO Box addresses?
No, delivery to PO Box addresses is not possible. We require a physical address for our courier services.
Are there additional charges for remote areas?
There may be extra charges for remote areas. If additional fees are necessary, we will contact you to discuss payment before any charge is incurred.
Do all shipments include tracking?
Yes, all our postage uses tracked services so you can monitor your order's progress from dispatch to delivery.
INTERNATIONAL SHIPPING & CUSTOMS
Do you ship worldwide?
Yes, MBOSS.US offers worldwide shipping with customs duties paid for most countries.
Will I have to pay customs duties?
Most destination duties and customs are paid by MBOSS.US. However, if your order is delivered outside the US, you may incur additional charges beyond our control, including non-reclaimable customs tax and administration fees.
How can I avoid customs charges?
Check if MBOSS.US offers a corresponding international website for your country to avoid potential charges. These can be found in our website footer.
What should I know about international delivery times?
International deliveries typically arrive within 1 week on average for economy service, or 1-3 days for express service.
ORDER
ORDERING PROCESS
How do I place an order with my design?
From any product page: 1) Click the "Start Design" green button, 2) Select options under "Product Options," 3) Click "Images and Text Tools" to upload your images (JPG, PNG, or TIFF formats) and add text.
What do the warning flags mean in the design interface?
Our system shows warning indicators: Orange (low quality), Blue (aspect ratio issues), Green (image too small). These are automated algorithms to ensure the best print quality. We print exactly as you create online without modifications.
Can I get help with my design?
Yes, contact us via chat during business hours. Have your basket ID ready (available after using "Save Design" button) and we'll be happy to assist.
How can I ensure my design prints perfectly?
Use our preview feature to inspect your design carefully. Make sure uploaded images are high quality. We recommend checking your design at actual print dimensions using the rulers in the interface.
ORDER STATUS & TRACKING
How can I check my order status?
Use your order number and email address on our order summary page to check status anytime.
What does "New Order" status mean?
Your order was just placed and our system is processing it. You can still make changes by moving it to the waiting list on your order summary.
What happens when my order is in "Waiting List"?
Your order is being reviewed by our customer service team for potential issues like image quality or design problems. If action is needed, we'll contact you. Use the 'Edit or View Design' button to make changes, then press 'Submit Changes.'
What does "In Progress" mean?
Production has begun and changes are no longer possible. We start production quickly to honor our delivery promises. Contact us immediately if you have urgent concerns.
When will I receive tracking information?
You'll receive an automated dispatch confirmation email once your order ships, including courier details and tracking numbers. Check your spam folder if you don't see it.
What if I don't receive a dispatch email?
First check your spam folder, then verify your order status. If marked as dispatched but no email received, contact our support team.
CHANGES & CANCELLATIONS
Can I cancel my order after placing it?
Within 30 minutes: Free cancellation available. We wait 30 minutes before starting production. After 30 minutes: Since we invest in materials and workforce time, cancellation incurs a mandatory 20% charge.
Can I make changes to my order?
Yes, if your order is in "New Order" or "Waiting List" status. Once "In Progress," changes are not possible as production has begun.
What if I need urgent changes to an in-progress order?
Contact us immediately via chat or our contact form. We'll check if any modifications are possible, though options are limited once production starts.
How quickly do I need to contact you for cancellations?
Immediately. The sooner you contact us, the more options we have to help you.
CUSTOMER SUPPORT & CONTACT
How can I contact customer support?
Reach us through live chat during business hours, our website contact form, or Telegram support. We aim to respond within 12 working hours.
Do you offer phone support?
We focus on chat and Telegram support for faster, more efficient service. These channels allow us to quickly access your order details and provide immediate assistance.
What information should I have ready when contacting support?
Your order number, email address used for the order, and clear description of your question or issue. For design problems, include photos when possible.
How quickly do you respond to support requests?
We aim to respond within 12 working hours. Urgent issues during business hours are often resolved immediately via chat.
RETURNS AND REFUNDS
RETURNS & QUALITY GUARANTEE
What is your return policy?
We want you to be completely satisfied. Since products are personalized specifically for you, we cannot accept returns of non-faulty goods. For faulty products, contact us within 14 days with your order number and photos of the issue.
What if my product arrives damaged or faulty?
Contact our customer service team immediately with your order number and photos of the fault. We'll resolve the issue quickly, often without requiring you to return the item.
Do I need to return faulty items?
Not always. Provide clear photos and description of the issue first. Many problems can be resolved immediately without returns.
What should I check before placing my order?
Verify text spelling (we don't proofread designs), check size charts carefully (especially for clothing), and use our preview feature to confirm design positioning and appearance.
What guarantee do you offer?
Every product comes with our quality guarantee. If we're at fault, we'll remake your product or provide appropriate remedy at no cost to you.
MY ACCOUNT
ACCOUNT & REORDERING
Should I create an account?
Yes, we recommend creating a free account to track order history, monitor active orders, and easily reorder previous items.
How do I reorder a previous purchase?
With an account: Log in, click "Order History," select the order, then choose "Order All" or "Order Partial." Without an account: Use the link in your original order confirmation email.
Can I reorder old designs?
Orders 6-12 months old may not show reorder options automatically. Contact us with your order number for assistance. Orders over 1 year old may no longer have stored images.
What if my reorder link doesn't work?
Contact our support team with your original order number. We'll help recover your design if still available in our system.
PRODUCT SAFETY
QUALITY & SUSTAINABILITY
What makes your products high quality?
Complete in-house production with quality control at every step, premium materials, and skilled craftsmanship. Our quality control department catches most issues before dispatch.
Are your products environmentally conscious?
Yes, we've implemented steps to reduce waste, use eco-friendly inks, and reuse materials whenever possible. Our environmental responsibility matters to us.
How do you ensure consistent quality?
Everything is made in our facility with the same team and equipment. This consistency, combined with our quality control processes, ensures every product meets our standards.
What if weather affects my delivery?
We work closely with courier partners during adverse weather. You'll receive updates about any delays, and information is available on courier websites and local weather services.
CONSCIOUS LUXURY FOR THE DISCERNING FEW
THE CONSCIOUS CRAFT
Where are your pieces created?
Every piece is handcrafted to order in our London atelier by skilled artisans who share our commitment to conscious craftsmanship. Your investment begins the moment you commission it, with individual creation taking 24-48 hours before respectful delivery to your door.
What does "Made to Order" truly mean?
Your piece doesn't exist until you choose it. We create each item specifically for you, ensuring your investment remains uniquely yours. No inventory sitting in warehouses, no duplicates at the same gathering—just conscious creation that reflects your discerning choice.
Why 100 hours instead of industry-standard months?
Quality takes 48 hours. Psychological manipulation takes 18 months. We respect your intelligence and time. Our former legal counsel founder witnessed luxury's artificial waits firsthand—we chose honest timelines over manipulative marketing.
THE CONSCIOUS CHOICE
How does conscious luxury enhance my presence?
Sophisticated individuals instinctively recognize authentic quality and conscious choices. This translates to increased respect, more meaningful conversations, and connections with like-minded people who value substance over status—advantages that compound throughout your sophisticated lifestyle.
Why invest in conscious pieces over mass-produced alternatives?
Mass production creates disposal anxiety and environmental guilt. Conscious luxury creates peace of mind and lasting satisfaction. Calculate your return on values alignment—it generates confidence, clear conscience, and opportunities that disposable fashion never could.
What makes this different from traditional luxury?
Traditional luxury often manipulates with artificial scarcity and logo-heavy signaling. We offer quiet sophistication—quality that speaks without shouting, service that respects rather than exploits, and consciousness that aligns with your values rather than compromising them.
THE QUALITY INVESTMENT
Why does conscious luxury command this investment?
Price reflects intention, not just materials. While others wear mass-produced approximations, you invest in London craftsmanship, GOTS-certified sustainable processes, and zero-waste creation. Consider the cost per year of confidence, per moment of values alignment, per peaceful night's sleep knowing your choices reflect your sophistication.
How do I maximize my conscious investment?
Choose pieces that work across multiple contexts in your sophisticated lifestyle. Our reactive dye process and premium construction maintain vibrancy and structure, ensuring your investment continues performing for years. Quality transcends trends.
What guarantees come with my investment?
Beyond our 100-hour delivery promise, every piece comes with transparent artisan documentation, care instructions for longevity, and our commitment to honest service. If delivery exceeds 100 hours, shipping is refunded—no games, no excuses.
THE CONSCIOUS PROCESS
How is sustainability integrated without compromise?
Zero-waste creation through made-to-order production, GOTS-certified sustainable inks, and London-based craftsmanship that eliminates excessive transportation. Sustainability enhances rather than limits our quality—conscious choices that align with sophisticated values.
Can I meet my artisan?
Absolutely. Transparency builds trust. We provide documentation of who crafted your piece, their story, and their commitment to conscious creation. This connection adds meaning to your investment while ensuring accountability in our process.
What's included with my commission?
Your investment includes: handcrafted creation, artisan documentation, sustainable packaging, detailed care instructions, and our 100-hour delivery promise. Every element reflects our commitment to conscious luxury and respectful service.
THE SOPHISTICATED SERVICE
How does 100-hour delivery work practically?
Once commissioned, your artisan begins creation within 24 hours. Crafting takes 24-48 hours, quality assurance 12-24 hours, then immediate dispatch with premium shipping. You receive updates throughout—transparency that respects your investment and time.
What if my piece doesn't meet expectations?
Conscious luxury means confident satisfaction. We provide detailed specifications and artisan consultation before creation. Should any issue arise, we address it immediately with the same respect we show your initial investment.
How do I care for conscious luxury pieces?
Each piece includes specific care instructions designed to maintain quality for years. Our sustainable processes and premium materials are selected for longevity—your conscious investment should age beautifully with proper attention.
THE CONSCIOUS COMMUNITY
Who chooses conscious luxury?
Sophisticated professionals who value authentic quality over artificial status. People who understand that true luxury whispers its quality rather than shouting its price. Conscious consumers who want their choices to reflect their values without compromising on excellence.
How does conscious luxury align with wellness?
Mental clarity comes from values-aligned choices. Our stress-free service, transparent processes, and conscious creation provide peace of mind that status-driven luxury cannot offer. Wellness through conscious consumption—sophistication that enhances rather than complicates your life.
Why leave traditional luxury behind?
Modern sophistication seeks substance over status, consciousness over consumption. We offer the quality traditional luxury promises with the values modern sophistication demands. It's not about abandoning luxury—it's about evolving it.
For additional questions about conscious luxury, artisan processes, or commissioning your piece, our team responds personally within 24 hours. No automated responses, no scripted answers—just honest communication that reflects our commitment to sophisticated service.
Contact us directly for thoughtful consultation about your conscious luxury journey.
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Every purchase supports sustainability, artisans, and a better future. Choose quality, uniqueness, and ethics over mass production.
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