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Returning Your Order


The MUSE team will do everything we can to help you find a piece you can treasure for seasons to come. Please don't hesitate to get in touch if you have any questions or would like us to send styling tips relating to your order. 

For any questions or queries related to your online order please email, or contact us on our Live Chat.

We will happily accept returns of any full-price pieces bought online for a store credit, exchange or refund within 7 days of receiving your order, provided they meet the terms of our online return policy. 

Online Return Process

1. Go to and enter your order number and email address used for the original order.

2. Follow all steps to complete your return. 

3. Please send your return to:

Attn: Online Returns
264 Ponsonby Road
Auckland 1011
New Zealand.

4. Once we've received your return, please allow up to 7 business days for the return to be processed. NZ Orders over $500 will have the $10 complimentary shipping deducted from their total refund.

Please Note:

Returns and exchanges are not available for items purchased on sale or with a promotional discount of 20% or more. Sale items are final. Some limited exceptions are made if an item is deemed faulty.

Credit notes are not offered on sale items.

MUSE does not offer returns or refunds on lingerie, swimwear, sunglasses, activewear or jewellery for hygiene reasons.

Shoes must be returned with all original packaging, including undamaged boxes. MUSE does not accept returns without boxes or with marked or scratched soles.

Returned items must be unworn, unused and in perfect condition with all original tags and packaging attached. Items that don't meet these standards risk being returned to the customer.

Size exchanges are subject to availability.

Returning an In-Store Purchase

You are welcome to return your item(s) for an exchange or store credit within 7 days of purchase, as long as item(s) are unworn and in new condition with tags attached and receipt present.

No refunds are offered unless an item is faulty. In this case, a refund, exchange or store credit will be granted as per the New Zealand Consumer Guarantees Act 1993. MUSE store credit is valid for 12 months and available for purchases in store only.

Online Returns Terms & Conditions

MUSE will happily accept returns within 7 days of their delivery for a credit note, exchange or refund, of any item purchased online that meets the criteria of our returns policy.

If you wish to return or exchange an item, please submit your request to our online customer care team with your order number to:

The item must be in unworn/new condition with all designer/MUSE tags attached.

Any items that don’t meet these requirements will not be eligible for a refund, credit or exchange, and will be returned to you.

For any further questions or support relating to your online order, please reach out to us at

Once we’ve received your return please allow up to 5 business days for it to be processed.

In the event that a returned item is deemed faulty by MUSE, the cost of repair or dry cleaning will be deducted from any refunded value.  

Return shipping costs are the responsibility of the customer. Returns can also be made by dropping items into one of our MUSE boutiques.

International Returns

For international returns, we recommend indicating on the packaging that the items are intended ‘Returned Goods’ or ‘For Exchange’ to avoid any additional custom duties and taxes.

Please ensure adequate insurance as well as tracking is taken for the safe delivery of your return order.

All international customers are obliged to cover the shipping and delivery costs of their returned items.

Approved returns should be sent back to the following address:

Attn: Online Returns

264 Ponsonby Road
Ponsonby, 1011
New Zealand

For any questions or queries with your online order please email

Returning an order via LAYBUY

All Laybuy refunds are processed via Shopify.

Unfortunately we aren’t able to accept exchanges when you purchase through Laybuy. Instead, we will cancel your order and prompt Laybuy to refund you or adjust your payment schedule and from there you can place a new online order or come into the store to purchase.

We are here to help. The MUSE team is dedicated to ensuring that any queries or concerns are met with clarity and understanding.

If you have any questions, or are unsure of what to do, please contact us by emailing, contact us via our Live Chat, or get in touch with our in-store stylists at the Ponsonby or Newmarket boutiques.

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