Shipping & Returns
- Same Day Delivery, $20
- Standard (2 - 3 Working Days), $5
- Rural delivery (2 - 3 Working Days) $10
- Standard (2 - 3 Working Days), $25
Rest of World
- Standard, (5 - 7 Working Days), $35
SAME DAY DELIVERY
MUSE is pleased to offer same day delivery to Auckland central locations. If you live in Auckland's outer suburbs please contact us and we will do our best to accommodate. Same day delivery orders must be placed before 1pm on the day of delivery. Your order will be delivered before 5pm on the day the order is received. Same day delivery is available Monday - Friday only.
PLEASE NOTE that whilst the team at MUSE make every effort to get your order to you within the stated time frames, unforeseen circumstances and peak trading times can have an effect on these guidelines.
PICK UP FROM ONE OF OUR BOUTIQUES
Going to be in the area? Call us on +64 (0)21 687 301 to arrange pick up of your order from either our Ponsonby or Newmarket boutique. Orders placed between 9am and 1pm Monday to Friday will be available for collection same day. Orders placed outside of these hours will be available for collection next business day. As soon as your order is ready for collection a confirmation email detailing your item has been shipped will be sent. Please don't get confused by this, it simply means your item is ready to be picked up from one of our boutiques.
TRACKING & DELIVERY
To ensure an easy delivery process please enter all contact details including phone number and email address when you are choosing your delivery address. All deliveries will include a tracking number, automatically emailed to you upon dispatch from MUSE. Ensure to hold on to this and 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 at the stated address. To collect the parcel, the collection card must be presented with a form of photo ID at the nominated courier branch. If the parcel is not collected within 10 business days, it will be returned to MUSE. Please note that redelivery will be at the expense of the customer. Please note that some delays at the receiver’s end (i.e. customs clearance) may vary depending on the country and is outside of MUSE’s control and responsibility. Depending on the value of your order, you may be asked to pay customs duties or taxes. Sadly these are outside of our control and must be covered by you.
If for any reason you are not happy with your 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 for items purchased in store unless the item is faulty. If the item(s) are faulty or damaged you will be issued a refund, exchange or store credit 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 customers are entitled to an exchange or MUSE credit, as long as the product returned fits the following criteria:
- Item is in new condition
- Designer Tags/MUSE tags are attached
- Item is returned with the 7 day purchase period
Returns that do not meet our policy will not be accepted and will be sent back to the customer.
Any dry cleaning costs incurred will be deducted from the customer’s credited amount.
Cash refunds are only issued to faulty items. In the event that a faulty item is returned and 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).
Payment of return shipping costs are the responsibility of the recipient, not MUSE. Alternatively you can drop your return into one of our 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 pay for their goods to be returned for a refund or credit note.
Returns should be sent back to the following address:
Attn: Online Returns
264 Ponsonby Road Ponsonby
Auckland, New Zealand
If you wish to return an online order what you have purchased via Laybuy.com, the process is a little different. Since Laybuy.com takes the payment, we will 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.
— SALE ITEMS Please note, sale items may not be returned or exchanged unless they are faulty. Credit notes are not offered on sale items. Sale items are final.
— LINGERIE, SUNGLASSES & EAR ACCESSORIES
MUSE does not accept returns or exchanges on lingerie, sunglasses and ear accessories for hygiene reasons, unless faulty.
— SHOES Shoes must be returned with all original packaging, including undamaged boxes. MUSE does not accept returns without boxes or with marked or scratched soles.
— SWIMWEAR All swimwear should be tried on over underwear without removing the protective adhesive strip. Returns will not be accepted if the strip has been removed.
If you have any further questions or concerns, please get in touch with us at firstname.lastname@example.org