Shipping and Returns
Receiving your order
$10, or free for orders $400 and over.
Delivery on all orders within New Zealand - 1-3 business days.
In store collection available.
Shipping costs do not include duties or taxes that may be applied by customs at the destination country.
Australia - Standard (3 - 10 business days), $30
USA - Standard ( 3 - 10 business days), $50
UK - Standard ( 3 - 10 business days)$50
Europe - Standard ( 3 - 10 business days), $50
Asia - Standard ( 3 - 10 business days), $50
Rest of world - Standard ( 3 - 10 business days), $50
Same Day Delivery
MUSE is pleased to offer same day delivery for suburbs in and around central Auckland. To use this service, your order must be placed before 1pm on the day of delivery and will be delivered before 5pm. Available Monday - Friday only. If you live outside Auckland Central, please get in touch and we’ll do our best to make same day delivery work for you.
PLEASE NOTE that while the MUSE team will do everything we can to deliver your order within the promised time, unforeseen circumstances can sometimes effect delivery.
Tracking & Delivery
To ensure a smooth delivery, please include contact details (including phone number and email address) alongside your physical address.
We will email you a tracking number when we dispatch your package. Follow the links in the email to track your order.
Parcels must be signed for upon delivery.
If delivery cannot be made the driver will leave a collection card. To collect the parcel, the collection card must be presented with valid photo ID at the nominated courier branch.
If the parcel is not collected within 10 business days, it will be returned to MUSE and redelivery will be at the expense of the customer.
Please note that, depending on your country, there may be some delays in delivery at your end (i.e. customs clearance). You may also be asked to pay customs duties or taxes. These are unfortunately outside of our control and any extra costs will need to be covered by you.
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.
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.
In the instance your full order is returned for a refund, you will receive back the full cost of your order, less the shipping fee originally paid. If you received complimentary shipping on your order, there will be an automatic $10 deduction fee to offset any shipping and handling costs.
Online Return Process
1. Go to museboutique.returnscenter.com and enter your order number and email addressed used for the original order.
2. Follow all steps to complete your return.
3. Please send your return to:
MUSE, 264 Ponsonby Road, Ponsonby, Auckland 1011, New Zealand.
4. Once we've received your return, please allow up to 7 business days for the return to be processed.
• MUSE does not offer returns or refunds on lingerie, swimwear, sunglasses 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.
• Returns and exchanges are not available for items purchased on sale or with a promotional discount of 20% or more. Some limited exceptions are made if an item is deemed faulty. Credit notes are not offered on sale items. Sale items are final.
• 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 6 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: firstname.lastname@example.org
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 email@example.com
Once we’ve received your return please allow 7 business days for it to be processed.
In the event that a faulty returned item is deemed not faulty by MUSE, the cost of shipping will be deducted from any refunded value. Any and all refunds processed will be in New Zealand dollars (NZD).
Return shipping costs are the responsibility of the customer. Returns can also be made by dropping items into one of our MUSE boutiques.
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 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
Auckland, New Zealand
Returning an order via LAYBUY
The return process is a little different if you purchase through laybuy.com
Since laybuy.com takes the payment, we must contact them to process the refund or adjust your payment schedule.
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 firstname.lastname@example.org . Or get in touch with our in-store stylists at the Ponsonby or Newmarket boutiques.
Due to the the delicate nature of knitwear please take special care when trying on NAGNATA garments for the first time, not to pull or stretch the piece.
We reserve the right to refuse the product if the item does not meet our standards.
We do not accept refunds for change of mind, however we want you to find the perfect fit for your body so we are are happy to organise an exchange or credit note for you.
The item/s is to be returned in its original condition within 7 days of receiving your item/s tags attached, with no visible signs of damage or wear; pulls, snags, stretching, stains or odour.
Please email email@example.com if you wish to exchange your NAGNATA order.