FAQs (Frequently Asked Questions) | Mexico Jeans

Can I cancel my order?

Yes, you can cancel your order before it is dispatched from our warehouse. Log in to your account, go to My Orders, and raise a cancellation request through the portal. Once your order ships, the cancellation option will no longer be available on the portal, and the request cannot be processed after that point.

Can I change my delivery address after placing an order?

Address changes cannot be accommodated once an order has been dispatched. Please make sure your address is complete and accurate when placing your order. Orders returned due to an incorrect address may incur re-shipping charges.

Can I place an order without creating an account?

No, an account is required to place an order. This lets you track orders, raise exchange or return requests, and manage your store credit easily.

Do you charge for shipping?

No. Shipping is completely free on all orders, pan-India, with no minimum order value required.

When will my order arrive?

Orders are processed and dispatched within 2–5 working days. Once dispatched, estimated delivery timelines are: Same city — 1–3 days, Regional — 3–6 days, Metro cities — 3–7 days, Rest of India — 6–12 days, North East, J&K, and Kerala — 8–15 days.

How do I track my order?

Once your order has shipped, go to My Orders and click Track Order to see real-time tracking updates.

My order is delayed. What should I do?

Delays can occasionally happen due to weather, courier disruptions, or high-volume periods. If your order is significantly delayed, write to us at support@mexicojeans.com with your order number and we'll check the status for you.

What if I'm not available to receive my order?

Our courier partner will make up to 2 re-attempts after the first failed delivery. You'll be notified via SMS or WhatsApp — please respond within 24 hours to reschedule. If all attempts are exhausted, the order will return to our warehouse and we'll contact you to arrange redispatch.

Can I get my order delivered faster?

Our standard dispatch window is 2–5 working days. We don't currently offer express or same-day delivery.

Do you deliver internationally?

Not at this time — we deliver pan-India only.

Can I exchange my product if the size or fit isn't right?

Yes. You can raise an exchange request within 5 days of delivery through your account. A reverse pickup charge of up to Rs. 149 applies — the exact amount will be shown when you raise the request. Note: the loop tag must be intact for the exchange to be accepted — see Section 6.

How long does an exchange take?

Once your request is raised, pickup typically happens within 2–3 working days. After we receive and inspect your product, your replacement is dispatched within 2–3 working days. Total turnaround is approximately 8–12 working days depending on your location.

What if I need to exchange again for the same item?

Only one exchange is permitted per item, per order.

What if the size I want is not available?

Exchanges are subject to availability. If your requested size or variant is unavailable at the time of processing, we'll offer a refund instead.

What can make my exchange request get rejected?

Your request will be rejected if:

• The loop tag has been removed or tampered with
• The product shows signs of wear, washing, or alteration
• The product isn't in its original condition with all tags and packaging intact

What if I miss my reverse pickup?

Our courier partner will make 2 pickup attempts. If both are missed, your request may be cancelled. Please ensure someone is available at the address during the pickup window. To reschedule, contact us at support@mexicojeans.com as soon as possible.

I need help choosing the right size. Can you help?

We recommend checking the size guide on our website before placing your order.

Can I return a product if I simply don't like it?

Yes. You can raise a return request within 5 days of delivery through your account. An unboxing video is required when raising the request. A reverse pickup charge of up to Rs. 149 applies. Note: the loop tag must be intact for the return to be accepted — see Section 6.

What do I get after a return — money or store credit?

You'll receive a full refund to your original payment source within 7–10 working days, minus the reverse pickup charge.

When will my refund reflect in my account?

Once approved, refunds are processed within 7–10 working days. Please allow additional time depending on your bank or payment provider. Refunds are not processed on bank holidays and Sundays.

Can I return just one item from a multi-product order?

Yes. Partial returns are permitted — each item is treated individually.

I received a damaged product. What do I do?

We're sorry to hear that. Please raise a request within 5 days of delivery through your account and upload an unboxing video showing the damage. Our team will verify and arrange a free exchange or refund at no charge to you.

What if the outer packaging looks damaged but the product inside is fine?

Minor outer packaging damage during transit is normal and doesn't mean the product inside is damaged. Please check the product carefully before raising a claim. If the product itself is damaged, record an unboxing video and contact us immediately.

I received the wrong product. What happens now?

Please raise a request within 5 days through your account and upload an unboxing video clearly showing the wrong product. We'll arrange a free pickup and dispatch the correct product at no charge. Alternatively, you can request a refund or store credit.

What is the loop tag?

The loop tag is a security tag attached to every pair of Mexicojeans, fastened through the belt loop or button. It stays intact when you try the jeans on at home, but is removed once the jeans are worn outside or used. This ensures the product returned to us hasn't genuinely been used.

Can I remove the tag to try the jeans on?

No. You can try the jeans on with the tag intact — it's designed to allow that. Please don't remove, cut, or detach the tag. If the tag is removed, the product won't be eligible for exchange or return under any circumstances.

What if I accidentally removed the tag?

Unfortunately, once the loop tag is removed, the product is no longer eligible for exchange or return. We recommend trying your jeans on carefully at home before removing the tag.

How should I record the unboxing video?

Before opening the package, start recording. Make sure the sealed package is clearly visible with the courier label in frame. Then open the package in one continuous shot without pausing or stopping the video, showing the full unboxing from sealed package to product. Do not edit, trim, or cut the video. Upload it directly when raising your request on the portal.

What payment options do you offer?

We accept all major Credit and Debit Cards, UPI, Net Banking, and Wallets.

Do you offer Cash on Delivery?

Not at this moment.

Do you refund money?

Yes. Refunds are credited back to your original payment source within 7–10 working days.

Is shopping on mexicojeans.com safe?

Yes. Our website uses SSL encryption to keep your personal and payment details completely secure.

I forgot my password. Help!

Click Forgot Password on the login page and follow the steps to reset it via your registered email or mobile number.

Can I update my account details?

Yes. Log in to your account and update your details under the profile or account settings section.

I didn't receive part of my order.

Orders with multiple items may ship in separate packages — please check tracking for each item. If an item is missing, write to us at support@mexicojeans.com within 24 hours of delivery with your order number and an unboxing video, and we'll resolve it immediately.

My order shows delivered but I haven't received it.

Please report this within 24 hours via your account portal or by writing to support@mexicojeans.com. We'll raise an investigation with our courier partner immediately.