General Conditions Applicable to Returns
Overview
At Muse Official, we strive to ensure your complete satisfaction with your purchase. Our “no questions asked” free-returns policy allows you to return delivered items for any reason within next days of the delivery of your Order, free of charge.
To qualify for a refund, please ensure the following conditions are met:
- Items must be unaltered, unused, and in full sellable condition within next days of Order receipt.
- Shoes must be in brand-new condition without any damage.
- Items must be in their original packaging/box/dust-cover with all brand and product labels/tags/instructions attached.
- Swimwear must have the original hygiene liner attached.
- The return must be accompanied by the original Order confirmation.
Please note, beauty items, grooming items, underwear, and earrings cannot be returned.
Returns Process
Items can be returned by arranging collection from your delivery address:
- Contact us by calling +971 52 143 0602
- Log into the My Account/Order History section of the Website.
Refund Process
Refunds will be processed after the approved return of undamaged items. The refund will be the full face value of items (excluding original delivery charges and cash handling fees).
Refunds will be processed as follows:
- Cash on Delivery payments are refunded as store credit.
If you opt for store credit, the refund value will be credited to your Muse Official account, allowing you to use it for future purchases without any time limit.
Item Return Policies
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Damaged Goods and Incorrectly-Fulfilled Orders:
If you receive a damaged or incorrect item, please arrange for its return within maximum 14 days of receipt for a full refund.
Shoes:
Shoe returns are accepted only if the items are in brand-new condition. Avoid damage by trying them on carpeted surfaces. If it has been weared once and shows scratches underneath or missing stones won’t be accepted as return.
Non-Returnable Items:
Beauty items, earrings, candles, and vintage pieces cannot be returned.
Packaging:
Preserve the condition of product packaging, as damaged packaging may affect your eligibility for a full refund.
Gifted Items:
Gifted items can be returned with a refund given to the purchaser.
Pre-Order Items:
Returns are available in maximum 14 days of receiving the order, refunded as store credit only.
Exchanges:
We currently do not offer exchanges. Please follow the returns process and place a new order for replacement items.
For damaged or faulty products, contact our customer care team at customercare@museofficial.com or call us on +971 52 143 0602.
We reserve the right to monitor returns and may refuse Orders from customers with excessive returns. This policy does not affect any consumer rights you may have under UAE law.
