Frequently Asked Questions
Q. Are my details secure?
A. Yes. All the information we ask for when you place your order is essential for us to process your order and keep you up to date on the latest from M8Denim. We use the latest SSL encryption (128 bit) technology to ensure all your details are kept secure. We do not sell, rent or otherwise pass on any of your details to other parties. Period.
You can also ask for your contact details to be removed from our database at any time.
Q. How long does it take for me to receive my sample order once it's placed?
A. We will ship your sample order within 4 weeks after you submit your design on the template provided, we have advised we can make them and you have paid USD200. Transit time usually takes up to 7 days so total time should be no more than 5 weeks.
Q. How long does it take for my customers to receive their orders once it's placed?
A. Provided you can get orders for at least 30 pairs we will ship your customers order within 4 weeks after you finish selling. Transit time after this usually takes up to 7 days so total time should be no more than 5 weeks.
Q. Who are your shipping partners?
A. We use the global post office network to deliver our parcels.
Q. Where do you deliver?
A. We will deliver your jeans to anywhere in the world unless advised by the global post office network that delivery cannot be made. If this is the case we would let you know and see if we could find another solution to the delivery issue.
Q. Can I choose how to have my jeans shipped?
A. No. To keep shipping costs down and maintain customer service we need to use one shipper.
Q. What is the cost of shipping?
A. Shipping is set at US$17 worldwide for each pair of jeans ordered by your customers.
Q. Will there be any taxes/customs duties?
A. It depends on the destination. We ship to multiple countries across the globe and most countries (especially the USA, Australia, Japan, South Korea) allow free trade over the internet and will not charge any customs duty for small packages entering the country.
We are still closely monitoring this and trying to find solutions to any of these issues on a country by country basis. If you are charged customs then please collect the package, pay any fees due and then e-mail us at sales@m8denim.com with the details.
Q. How will I know when my jeans have been dispatched to my shipping address?
A. Once the package has been shipped you will receive an email advising you of this. If you do not receive the package after 10 days please contact us at sales@m8denim.com
Q. Will you ship to Post Office (PO) Boxes?
A. Yes, this can be undertaken.
Q. What is your policy in relation to returns and refunds due to me ordering the wrong sample size?
A. If the sample size that you order does not fit to your satisfaction we would like your help in dealing with it in this way: Please help us by on-selling them to one of your friends who just may be the size you thought you were! This saves money, time and hassle for everybody involved.
Q. What is your policy in relation to returns and refunds due to my customers ordering the wrong size?
A. If the size that your customers order does not fit to their satisfaction we would ask for their help in dealing with it in this way:
Please help us by on-selling them to one of your friends who just may be the size you thought you were! This saves money, time and hassle for everybody involved.
If you cannot find a buyer please contact us via email on sales@m8denim.com and advise us of your name, address and the problem. We will advise where to send them.
Jeans with all swing tags attached are to be returned to us at your expense and collect packages will not be accepted.
Enclose a printed copy of the email that you have sent us, wrap the package securely and mark the package clearly as 'Customer Return' on the outside.
As long as the goods have been returned at your expense there will be a full refund within 14 days of receipt of the goods.
Q. What is your policy in the unlikely event I have a quality issue with the jeans I receive?
A. If this does occur we would like your help in dealing with it in this way.
Please contact us via email returns@m8denim.com and advise us of your name, address and the problem; We will respond to you, find out more about the issue and determine the course of action to be taken; and we will give you a full refund within 14 days of you carrying out the agreed action or 14 days after the receipt of the jeans if we have asked you to send them back.
Q. How do I care for my pair of jeans?
A. Each pair of jeans will have a care label inside for you to follow for that particular fabric and finish combination.
Q. Can I make suggestions about fits and and share these with the community?
A. Of course! Give us any feedback that you want.
Q. How do I know my jeans are quality-made?
A. Your jeans order will be spun, woven, cut, sewn, finished and checked by one fully vertically integrated contractor. This company makes for large USA and European brands and has full quality control processes in place to ensure that your jeans are made to the highest standards. We will not send out your design until we are 100% satisfied that those jeans meet the stringent quality standards.
Q. Is there any size restrictions in relation to the jeans?
A. Yes, we only offer jeans with the waist measurements and inseam leg lengths combinations listed on the website. These may be updated from time to time as feedback is received and new fits are developed.
Q. Who owns the copyright to the design?
A. You own any design that you submit. You own the copyright to your designs but give us permission to display the previews on the site. You own the copyright and as the designer you will be fully acknowledged as the creative person behind the design.
Q. Has M8Denim accredited the manufacturer from an ethical sourcing perspective covering such areas as the environment and labour laws?
A. We currently only have the one fully vertically integrated denim manufacturer to monitor and they are fully accredited in line with strict standards that have been set down by major US and European brands. They are assessed in relation to prohibited use of child labour, prohibited use of forced labour, staff disciplinary practices, legal requirements, ethical standards, staff working hours, staff wages and benefits, general labour practices and freedom of association, worker discrimination, community involvement, health and safety, environment, dormitories and operational permits.