shipping and returns
Some of our brands offer standard free shipping in the EU and in the UK. However, other brands may have a shipping fee which will be reflected in the checkout. Orders may also be subject to import taxes and duties that will be applied when the delivery reaches your chosen destination. Your products will be shipped directly by our sellers. You should expect to get your items 2-30 days business days after dispatch depending on where the seller is based. If you haven´t received your order after 30 days, please contact the seller.
How do I know when my items have been shipped?
You will receive a notification when your items have been shipped. The seller will change the status of your order. You could track your order through your profile if the seller provides such an option.
When will i receive my order?
Delivery times may vary depending on the location of the seller. If you have ordered multiple items, you may receive multiple parcels on different days. Shipping policy by individual sellers could be found on their single product page or in the T&C on their individual online boutiques.
Where can I see the shipping policy of each seller?
You can see that under the products they are selling or contact us on firstname.lastname@example.org for more information.
Do you offer next day or express delivery?
For next day or express delivery in the UK, please get in touch with the seller individually. Please note that delivery costs may vary among different sellers.
Can I cancel my order?
Depending on your location, you have the legal right to cancel your order based on EU Consumer Law. Refer to your rights here: http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm
Returns and refunds
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.
Who do I return my order to?
You need to return the item directly to the individual seller. You can find their contact details on your order/confirmation form.
How long do I have to return my item?
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.
Who is responsible for the return postage cost?
Unless the individual seller offers a ‘free returns’ service, the customer is responsible for the cost of return postage.
When can I expect my return?
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.