FAQ

Welcome to MIRJU

Welcome to the MIRJU Help Centre. Here you can find answers to common questions about shopping, orders, payments, shipping, returns, refunds, sellers and marketplace services.

If you cannot find the answer to your question, please contact our support team.

Customer Support: support@mirju.com
Phone: +91 11 7963 4058

1. General Questions

What is MIRJU?

MIRJU is a multi-vendor online marketplace that connects customers with independent sellers, small businesses, artisans, emerging brands and other eligible businesses.

Customers can discover and purchase products from multiple sellers through the MIRJU platform.

What products are available on MIRJU?

MIRJU may offer products across categories such as:

Product categories and availability may change as the marketplace grows.

Does MIRJU sell all the products directly?

No. MIRJU operates as a multi-vendor marketplace.

Products may be offered by independent third-party sellers. Sellers are responsible for their product listings, product information, applicable licences and registrations, fulfilment and other responsibilities specified under applicable law and MIRJU policies.

How can I contact MIRJU?

You can contact our Customer Support team:

Email: support@mirju.com
Phone: +91 11 7963 4058

For formal complaints or grievances, please visit our Grievance Redressal page.

2. Account & Registration

Do I need an account to shop on MIRJU?

Depending on the functionality available on the MIRJU website, customers may be able to browse products without creating an account. Certain features, such as placing orders, tracking orders, managing addresses or accessing order history, may require registration or sign-in.

How do I create a MIRJU account?

Click Sign Up / Register and provide the requested information. Follow the verification instructions, where applicable, to complete your registration.

I forgot my password. What should I do?

Select Forgot Password on the login page and follow the instructions to reset your password.

If you continue to experience problems, contact MIRJU Customer Support.

Can I update my account information?

Yes. Where the relevant functionality is available, you can update permitted account information from your account dashboard.

Some information may require verification before it can be changed.

3. Shopping & Orders

How do I place an order?

To place an order:

  1. Select the product you want to purchase.
  2. Add it to your cart.
  3. Review your cart.
  4. Enter or select your delivery address.
  5. Choose an available payment method.
  6. Review your order details.
  7. Place the order.

You should receive an order confirmation after a successful order.

Can I purchase products from different sellers?

Yes, MIRJU is designed as a multi-vendor marketplace, so customers may purchase products offered by different sellers.

Depending on the sellers and products involved, items in the same order may be processed or delivered separately.

How can I track my order?

After your order has been processed, tracking information may be available through your MIRJU account or order confirmation.

Go to My Orders → Track Order to view the available order status and tracking information.

My order has not arrived. What should I do?

First, check your order status and available tracking information.

If the expected delivery period has passed or the tracking information has not been updated, contact MIRJU Customer Support with your order details.

Can I change my delivery address after placing an order?

Address changes may depend on the order status.

If the order has not yet been processed or shipped, you may contact support as soon as possible. Once an order has entered fulfilment or shipping, an address change may not be possible.

4. Payments

What payment methods are available?

MIRJU may support payment methods made available through its payment gateway and checkout system, which may include:

Available payment options may vary.

Is my payment secure?

MIRJU uses supported payment processing systems and security measures designed to protect payment transactions.

MIRJU does not ask customers to share sensitive payment credentials such as card PINs, CVV numbers or UPI PINs through email, phone calls or chat.

Never share your UPI PIN, OTP, CVV or banking password with anyone claiming to represent MIRJU.

My payment was successful but the order was not confirmed. What should I do?

Do not immediately make another payment.

First check your order history and confirmation email/SMS, if applicable.

If the amount has been debited but the order is not confirmed, contact MIRJU Customer Support with the transaction details.

What happens if my payment fails?

If your payment fails, your bank or payment provider may reverse or release the amount according to its processing timelines.

If the amount has been debited but your order was not created, contact MIRJU Support.

5. Shipping & Delivery

How much does shipping cost?

Shipping charges may vary depending on the product, seller, destination, order value, delivery service and applicable marketplace rules.

Where applicable, shipping or return-related charges may generally fall within the applicable range disclosed at checkout or in the relevant policy.

Does MIRJU offer free delivery?

Where applicable, MIRJU may offer free delivery on eligible orders, products or promotional campaigns.

Any minimum order value or eligibility condition will be displayed on the website or at checkout.

How long does delivery take?

Delivery time depends on factors such as:

The estimated delivery period should be displayed during the applicable order process.

Can an order arrive in multiple packages?

Yes. If an order contains products from different sellers, products may be dispatched separately and may arrive at different times.

What should I do if I receive a damaged package?

If your package appears damaged at the time of delivery, document the condition of the package and contact MIRJU Support as soon as possible.

Where applicable, provide photographs, videos and other requested evidence to help us process the issue.

6. Returns, Refunds & Replacements

What is MIRJU’s return policy?

Eligible products may generally be returned within the applicable 7-day return window, subject to product-category restrictions, seller policy, product condition and the MIRJU Return, Refund & Replacement Policy.

Some products may be non-returnable or subject to special conditions.

Are all products eligible for return?

No.

Return eligibility can vary by product category, seller, product condition and applicable law.

Certain products may be excluded from returns because of their nature, hygiene considerations, perishability, regulatory requirements or other legitimate reasons.

Always check the product page and applicable return policy before purchasing.

How do I request a return?

Go to:

My Account → My Orders → Select Order → Return / Replacement

Provide the requested reason and supporting information.

If the return option is not available, contact MIRJU Customer Support.

When will I receive my refund?

After the returned product is received and the applicable inspection or verification process is completed, an eligible refund will be initiated according to the applicable Return & Refund Policy.

The time taken for the amount to reflect may also depend on the payment method and financial institution.

Will I receive a full refund?

An eligible refund will be processed according to the applicable order, product, return and refund terms.

Shipping charges, return charges, discounts, promotional benefits or other amounts may be treated differently depending on the circumstances and applicable policy.

What if I receive the wrong product?

Contact MIRJU Support as soon as possible and provide the order details and requested evidence.

We will review the issue and take appropriate action according to the applicable policy.

7. Cancellation

Can I cancel my order?

Order cancellation may be possible before the order reaches a stage where cancellation is no longer operationally possible.

Cancellation eligibility can depend on order status, seller processing and product category.

How do I cancel an order?

Where cancellation is available:

My Account → My Orders → Select Order → Cancel Order

If the cancellation option is unavailable, contact Customer Support.

What happens after cancellation?

If an eligible cancellation is successfully processed, any applicable refund will be initiated according to MIRJU’s Cancellation and Refund policies.

8. Sellers

Who can sell on MIRJU?

Eligible businesses, sellers, artisans, manufacturers, brands and other permitted entities may apply to sell on MIRJU, subject to onboarding, KYC, verification, category requirements and applicable laws.

How can I become a MIRJU seller?

Click Become a Seller / Sell on MIRJU and complete the seller onboarding process.

You may be required to provide business information, identity information, bank details, tax information and category-specific documents, where applicable.

Is seller verification required?

Yes. MIRJU may require sellers to complete applicable KYC and verification procedures before or during onboarding.

Additional verification may be required for certain product categories.

What products can sellers list?

Sellers may list products that are permitted under applicable laws, regulations and MIRJU’s Product Listing and Prohibited Products Policies.

Certain categories may require additional licences, registrations, certifications or documentation.

How much commission does MIRJU charge sellers?

The current standard seller commission is 10%, subject to the applicable seller agreement, category-specific terms, promotions and other applicable charges.

What are payment gateway charges for sellers?

The current payment gateway charge is 2%, subject to the applicable seller agreement and payment-processing terms.

When do sellers receive their payouts?

The standard seller payout cycle is 7 days, subject to order completion, applicable deductions, returns, refunds, disputes, chargebacks and other terms of the Seller Agreement.

9. Reviews & Ratings

Can I review a product I purchased?

Where the review functionality is available, customers may be able to submit ratings and reviews for eligible purchases.

Reviews should be genuine, relevant and based on the customer’s actual experience.

Can MIRJU remove a review?

MIRJU may moderate, restrict or remove content that violates applicable law or MIRJU’s review and content policies, including fraudulent, abusive, misleading, irrelevant or prohibited content.

10. Coupons & Promotions

How do MIRJU coupons work?

Coupons and promotional offers are subject to their individual terms and conditions.

Eligibility, validity period, minimum order value, applicable products, seller restrictions and other conditions may vary.

Can I use multiple coupons on one order?

Unless specifically stated otherwise, promotional offers may not necessarily be combined.

The applicable terms displayed with the promotion will apply.

Why was my coupon not applied?

A coupon may not apply if:

11. Safety & Fraud Prevention

Will MIRJU ever ask for my OTP or UPI PIN?

No.

MIRJU will not ask you to disclose your OTP, UPI PIN, card PIN, CVV, password or other confidential authentication credentials.

Never share these details with anyone.

Someone contacted me claiming to be from MIRJU. What should I do?

Do not share confidential information or make payments outside the official MIRJU checkout process.

If you believe a communication may be fraudulent, contact MIRJU through the official support channels.

Should I pay a seller directly?

Customers should complete purchases and payments through the official MIRJU checkout process.

Avoid making payments directly to individuals or sellers outside the authorized MIRJU payment process.

12. Privacy & Data

How does MIRJU use my personal information?

MIRJU processes personal information in accordance with its Privacy Policy and applicable data-protection requirements.

Information may be used for purposes such as account management, order processing, delivery, customer support, security, fraud prevention and other legitimate marketplace operations.

Can I request deletion of my account?

Where applicable, customers may request account deletion subject to legal, regulatory, transactional, security and record-retention requirements.

Some information may need to be retained for legitimate legal or compliance purposes.

13. Complaints & Grievance Redressal

How can I make a complaint?

For customer support issues, contact:

Email: support@mirju.com
Phone: +91 11 7963 4058

For formal grievances, please use the Grievance Redressal process available on the MIRJU website.

Who is MIRJU’s Grievance Officer?

Grievance Officer: Rahul Kumar
Email: grievance@mirju.com
Phone: +91 11 7963 4058

Please include your order number, registered email/mobile number and a clear description of your complaint wherever applicable.

14. Marketplace Questions

Does MIRJU guarantee every product sold by sellers?

MIRJU operates as a multi-vendor marketplace and products may be supplied by independent sellers.

Sellers are responsible for the accuracy and legality of their product listings and for complying with applicable product-specific requirements.

MIRJU may establish marketplace standards, conduct verification or take action against non-compliant listings or sellers where appropriate.

What should I do if I have a problem with a seller?

First contact MIRJU Customer Support with your order details.

MIRJU may review the matter and take appropriate action under its marketplace policies and applicable terms.

Where can I read MIRJU’s policies?

Important marketplace policies are available through the Policies & Legal section of the MIRJU website, including:

Still Have Questions?

We’re Here to Help

If you could not find the answer to your question, our support team will be happy to assist you.

Email: support@mirju.com
Phone: +91 11 7963 4058

WhatsApp Support