Frequently asked questions

We’re a multi-brand marketplace. We support these brands by creating an online space to make it easier for them to sell their products. Shopping with us means one simple check out process, no matter how many brands you buy from. All orders are shipped directly to you by the brand so you may receive your order in multiple parcels.

We want to make sure that we provide you with a safe way to process your order on MUSA. Our website is safely protected by antivirus software and monitored daily. Customers have the option of paying via PayPal, an industry leading alternative payments provider that offers 24-hour monitoring and advanced encryption. This option supports our already high levels of fraud screening.

Go to Login/ Register page.
Click Lost Your Password?.
Enter your username or password and click Reset Password.
An automatic e-mail will be sent to your registered e-mail and guide you through how to reset your password.

MUSA accepts currently PayPal and credit cards. We regret we are unable to accept other type of payments. Keep following us as we are working on further improvements on the MUSA website every day.

Once you’ve placed an order you will receive an order notification letting you know we have received it (within 24 hours)

Once your order has been shipped, you will receive a notification confirming your item(s) is on it’s way to you.

Please note that shipping rates & delivery times vary from brand to brand. Brands will ship their products directly to you so you may receive your order in multiple parcels.

Please contact the seller directly through their shop on MUSA. They are best suited to answer your question, since they created, made, designed and shipper/delivered/ about to ship the product. The brand has a chat function and if they are online, they may be able to respond right away. If not, when sending a product enquiry, the seller will receive a notification e-mail via our messaging system and will respond as quickly as they can with the information you need.

If you wish to change the details of your order, including your delivery address, please contact the seller directly. Their contact details are on your order confirmation or you are welcome to contact them via their shop on MUSA.

The easiest way to check this is to contact the seller directly. Their contact details are on your order confirmation or you are welcome to contact them via their shop on MUSA. Don´t forget to ask your seller for a tracking number.

You are welcome to contact individual sellers via their shop home page on MUSA. Alternatively, if you’ve already made a purchase, the seller’s contact details are on your order confirmation.

This really depends on individual products and sellers. Some products are ready for dispatch when you order them, but some are made to order or personalised to your specifications. The delivery timescales and information is displayed on the product page and in the sellers shop front. If you want to make sure a product can be delivered in time for a special occasion, you are welcome to contact the seller directly and ask what are their current timescales.

Some products are available for next day or special delivery. Please check individual product availability or ask seller for special arrangement as of your personal needs.

If for any reason you would like a refund or exchange, you must notify the seller in writing within 14 days of receiving the item. Goods must be returned directly to the seller in protective/adequate packaging, using a traceable postal service. The item must arrive with the seller in perfect condition. Postage costs for returned items are at the customer’s expense. Neither MUSA nor the seller is responsible for goods lost or damaged in transit. In the event of an item being faulty or damaged, you should notify the seller in the first instance before posting the item back to the seller. Bespoke and personalised items are non-returnable.

You need to return the item directly to the individual seller. You can find their contact details on your order/confirmation form.

Please do let the seller know as soon as you can that you wish to return the item. Check our return policy (under “What is your refunds/ return policy?” and the seller’s own return policy before posting back to them.

Unless the individual seller offers a ‘free returns’ service, the customer is responsible for the cost of return postage.

The timescale for refunds and returns is agreed between yourself and the individual seller and normally processed within 7 working days once the returned item reached the seller.