We understand that many people have had unpleasant experiences shopping online—such as never receiving their order, or receiving useless random items instead.

However, we want to be clear: we are not a scam. Unlike fraudulent sellers, we will take real photos of your purchased item before shipping and send them to the email address you provided at checkout.

Prices displayed on our website are in US dollars and include tax, which means that you do not have to pay tax when you receive your order.

Just log in to your account to view the latest order status. You can also track your order through the “Order Status” link in your order confirmation email, from processing to delivery.

Once your order ships, you’ll receive a shipping confirmation email with tracking details and an estimated delivery timeframe. You can check updates anytime on the carrier’s official online tracking page.

Please note: after the carrier picks up your parcel, tracking updates may take 24–48 hours to appear.

If you experience any issues while tracking your order, please contact our customer service team: Email: feioula8789@mysite.com. You can also reach us via our online chat for fast assistance.

Yes, size exchange is available under the condition that the item(s) is unused and still have the MYLUXGEMBAG tags attached. 

A request for exchange can be made within 7 days of the delivery date. Please state the exchange reason and your desired size when contacting our customer service team.

Please be mindful that the buyer is responsible for all shipping fees (return & reship) plus the price difference for the size change and the return address will be provided after the exchange is confirmed by our team.

Once the exchange request is accepted by our team and the return address provided through email, customers must return the item back to us within 7 days with the return tracking number provided.

If you need to change the order information, please contact us to change the order information within 24 hours after placing the order. Once the order is shipped, it cannot be changed.
However, If you have changed your mind about your purchase, you have the option to cancel it before the order was shipped by message us on our website for the cancell ation request.

Don’t worry! Before listing any item, we carefully verify and provide the most accurate product information. We also promise: if an item is proven to be not as described—such as the material not matching—you may file a complaint through the payment channel you used, and we will provide 3× compensation (triple compensation). You can shop with confidence.

Yes, we ship worldwide (with a few exceptions). For example, new fur products cannot be sold or delivered to certain regions such as California, USA. We will verify your shipping address before dispatch. If we’re unable to ship your order, we will contact you via the email you provided at checkout and issue a full refund.

Cashmere and wool products can be shipped worldwide.

All orders are processed and shipped from our warehouse in Haining, China. Please allow extra processing time during holidays and peak sales seasons.

We process orders Monday to Friday. Orders are typically processed within 2–3 business days from the order date and shipped on the next business day after processing.

Please note that we do not ship on weekends. If you need to change or cancel your order, please contact us within 24 hours. Once an order has been processed, we are unable to make changes.

If you’ve just received a shipping notification, please allow 1–2 business days for the tracking information to update.

You may cancel your order as long as it has not shipped yet (i.e., the tracking number has not been updated).
Please contact us to request a cancellation.

Once an order is placed, we are unable to change the shipping address.
However, if you believe there is a typo or missing information in your address, please contact us and we’ll be happy to assist.

We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Venmo, Cash App, Bitcoin (BTC), EUR payments, Western Union, US wire transfer, and Zelle.

Yes! Your credit card information is protected by a secure SSL certificate. We use industry-standard Secure Sockets Layer (SSL) encryption to safeguard all transactions made on our website. If this online store accepts credit card payments, you can shop with confidence—your payment details and personal information are securely protected.

If you are not satisfied with your purchase, you may return the item in accordance with the return policy below.

• Return requests are accepted within 30 days of the delivery date.

• The buyer is responsible for all shipping costs (original shipping and return shipping fees are non-refundable).

• Returned items must be unused, in original condition, and with all tags attached.

• Refunds will be issued to the original payment method only.

• Please contact us before sending any items back. Once our team approves your return request and provides a return address by email, you must ship the item back within 7 days and send us the return tracking number.

Please note: Returns will not be accepted if the item or packaging box is damaged, accessories are not in original condition, or tags have been removed.

WinterFurLab is a direct-to-consumer brand. We started in China and are now serving customers worldwide with carefully selected outerwear.

If the item is verified to be not as described, we will provide a solution immediately. In confirmed cases, we offer 3× compensation (triple compensation) based on our policy.

Every order is inspected before packing, including the appearance, stitching, hardware (if applicable), and size measurements. We will also take photos at this stage and send them to the email address you provided at checkout.

We clearly label whether a product uses genuine fur (mink/fox). If the product page states mink or fox fur, that is exactly the material you will receive. If it is verified otherwise, we offer 3× compensation (triple compensation).

International shipments are subject to approval by our country’s customs authorities. If needed, we can provide relevant supplier or product information upon request.

Minor shedding can occur at first wear (especially after shipping). Gentle shaking and light brushing usually helps. Heavy shedding is not normal—contact support.

Yes. When a product is labeled “100% Cashmere” or “100% Camel Wool,” it refers to the main shell material as described on the product page.

Camel Wool” refers to camel fiber used for warmth and softness (we use “Camel Wool” wording for accuracy and clarity).

Yes. For blended fabrics (e.g., 89.8% wool / 10.2% cashmere), we list the exact composition on the product page.

Light pilling is normal for natural fibers due to friction. Use a cashmere comb or fabric shaver gently—this is regular care, not a defect.

Store in a cool, dry place, avoid heat and sunlight, use a wide-shoulder hanger, and allow space for the fur to breathe. Avoid plastic bags.

We recommend professional cleaning (fur specialist for fur; dry clean or fiber-appropriate method for cashmere/wool). Avoid machine washing unless specifically stated.