FAQ

Once an order is processed, you will receive an email from us with a tracking number that can be used on the Royal Mail website.

Unfortunately, once your order has been placed we are unable to change it. If an order arrives back to us as unaccepted via royal mail, you will have the option to be refunded for the order minus all postage costs incurred, or for the items to be resent to you for £3.99 postage cost.

We are sorry to hear you have not received your order. If your order is a standard delivery option please allow the full estimation dates to pass before contacting us as it may just be a delay. Once past this time please send an email to support@themuseclothing.com and we will be able to open an investigation with Royal Mail. In your email please include your tracking number so we can assist you faster.

Please visit our ‘shipping’ page to see all types of delivery that we offer. On average for standard delivery's, we estimate between 3-5 working days. All in stock products are ready to ship and the time in which they are delivered is your choice. (This applies to UK customers only.)

Unfortunately once an item has left the warehouse we can no longer change the shipping method. Due to the fast turnaround of parcels it would be highly unlikely we would be able to change the method in time before dispatch.

We aim to dispatch all orders on the same day (ordered before 6pm), however once your order has been processed you will receive a confirmation email from our team with updates along the way.

We are sorry to hear you haven’t received your order. If the tracking has indicted it has been delivered please check on your tracking history the address/ place it has been shown as being delivered at. It may have been left with your immediate neighbours if there was no answer. If this is not the case please contact us at support@themuseclothing.com with a short sentence explaining the issue. We will then proceed to open an investigation with Royal Mail who will use GPS tracking to locate the package.

Oh no! We are so sorry to hear this. While we strive for perfection we are only human and mistakes can sometimes happen! In the event of this occurring please contact us via email and one of our team will rectify this as a matter of urgency! Please include your name, order number and the item which has been sent incorrectly.

Once you have placed an order an email confirmation will be sent to your email shortly afterwards. If you can’t see any emails from us please check your junk/trash folder incase it has filtered through there. If you still have not received any email confirmations from us please drop us a message and we can resend the for you.

Unfortunately, once your order has been placed we are unable to cancel it, however, once you receive it you can return for a refund/exchange. Please ensure your details are correct at checkout (double check!) On occasions we can recognize mistakes if incorrect addresses are entered at checkout and may be able to contact you. However, we cannot be held liable once an item has left the building if the incorrect address has been applied at checkout. Sometimes we are able to contact you if we notice any discrepancies with your order. If you have made a mistake please try to get in contact immediately and we can see if it is possible to change. We cannot amend sizes for clothes as the stock levels are automated and cannot be manually changed.

We’re sorry to hear your order has been unsuccessful. If you have received an email from us confirming the cancellation this may be for one or two reasons. We do not cancel orders our end, if an item is out of stock we will contact you first prior to cancelling. Another reason your order may not have been successful is the payment provider has declined to accept the payment. We will send you a more detailed email explaining the reason and your money (if taken) will be returned to your account within 3-7 working days. This unfortunately is normal procedure for bank reversals though other payment methods could be much faster.

You can find your order number on the ' Your Orders’ tab in the customer hub section if you have signed up to have an account with us. Alternatively, there will also be confirmation of your order number on all emails sent by us. If you are unable to locate this information please drop us an email and we will be able to provide this information to you.

As orders are packed as they come in, we are unable to pack separate orders together.

We are so sorry about this! Please report this to our customer service team within 24 hours of receiving your package, with photo evidence. We meticulously check items multiple times before leaving the premises and this may have slipped through the net. Do not remove any labels or tags as this will be hard to determine whether the item has been worn and may go against your favour.

This means that the item will be dispatched within the pre-order time. This then takes a further 3-5 days for delivery, dependent on delivery option chosen at checkout. If you are ordering other items at the same time please be aware that the whole order will be dispatched together once your pre order item is here. If you wish to receive your other items first please order separately.

This is absolutely fine. Please ensure all relevant paperwork is included for each order inside the return. We will be unable to issue refunds for items missing their paperwork. If you are unable to print a return form please make sure you include a note in your return with your order number(s), name, address & item names/numbers.

Unfortunately, once the tags are removed the item is no longer acceptable for return as we will be unable to determine whether it has been worn or not. Please ensure any products are returned in the condition they arrive without any marks or strong scents and with all labels and packaging intact.

Don’t panic! We strongly advise you send your item back using a tracked method so you are able to check the progress of your return. Items lost in transit without tracking unfortunately will be the responsibility off the customer. Once returns are received we aim to have this processed within 7 working days. You will receive an email once the item has been delivered safely back to us. If after 7 working days you have not heard from us please get in touch with us via emailreturns@themuseclothing.com. Please include your name, order number and a photo of your return receipt along with any tracking numbers so we can assist you as fast as possible.

Sorry to hear there has been a mistake on your refund! Please send us an email with your name, order number, tracking number and the items you have returned so we can look into this for you. Please note shipping costs are not refundable under any circumstances.

Please contact us at returns@themuseclothing.com to arrange your return or exchange. Alternatively, we have a detailed page dedicated in helping you make your return as easy as possible. You can find all the information needed in this section. You will find the return address here along with details on the safest way to send back to us.

We have a 14-day return and exchange policy. All items must be returned within 14 days of purchase and must be in their original condition with all tags and labels still attached. All items must be: · Unworn with tags · Be unwashed · Have all labels attached · Be unused/ not worn · Have no make­up, fake tan or other marks. · Not smelling of washing powder/smoke/perfume etc Items sent back with any of the above damage visible will not be eligible for a refund but you may request the item is returned to you for up to 7 days.

Unfortunately we do not offer a free return service at this time. We recommend returning all items back via a trackable service and keep hold of your receipt/ proof of postage until your return has been processed.

We process your return on the day we receive it and we will refund you on the day it arrives with us. We will send a confirmation email to you. Please allow up to 10 working days for funds to show in your account.