Returns & Refunds

1 Cancellation and exchange

1.1

Once an order has been placed via our website, you may cancel or amend it by sending us an email (info@themuselabel.com).

1.2

Once an order has been packed, it can no longer be cancelled or amended; instead, the order must be returned to us in accordance with clause 10 below. As our goods are shipped from Asia, longer transit times may occur which are beyond our control. If the goods are already on their way to you, cancellation is not possible. Wait until you have received the goods and send them back to us. Of course, you may notify us of your cancellation in advance. To guarantee you the fastest possible return, we ask you to send us a shipping confirmation.
An early refund is possible at the earliest 16 weeks after receipt of the order if the goods have not been received.

1.3

As we operate a fully automated system, orders are activated immediately after dispatch. Therefore, unfortunately it is not possible to interrupt the dispatch process until delivery, so a refund before receipt of the goods is only possible up to 15 minutes after the order.

2 Returns and refunds

2.1

Our Returns Policy forms part of these Terms on the basis on which you may visit and use our Website.

2.2

If you are not completely satisfied with your order, you may send an email stating which product you wish to return and return the product to us. The withdrawal period is 30 days from the day on which you, or a third party nominated by you who is not the carrier, received or took possession of the last product.

2.3

Returns and costs are at the customer’s expense.

2.4

The customer is only entitled to a refund if the product has been received by us. We inspect the returned product upon arrival.

2.5

You will ensure that the Product is shipped back to us in the same condition in which you received it and that it is well packaged. The Product must be unused, the Product labels must not be tampered with, and the Product must be in the original packaging. If a product is returned to us in an unsuitable condition, we reserve the right not to accept the return of the product. If a Product is returned to us in a damaged condition, we reserve the right not to accept the return of the Product.

2.6

Our processing time for returns depends on your order. You will receive your refund within 30 days after receipt and approval of the return.

2.7

If we are satisfied with the condition of the returned Product, we will send you an email approving your return. After we have sent you a message that your return has been approved, the amount will be refunded shortly to the payment method used for the order. There are no costs associated with storing the product.

2.8

The cancellation is completed when we have received the physical goods.

2.9

As our goods are shipped from Asia, longer transit times may occur which are beyond our control. If the goods are already on their way to you, cancellation is not possible. Wait until you have received the goods and send them back to us. Of course, you may notify us of your cancellation in advance. To guarantee you the fastest possible return, we ask you to send us a shipping confirmation. An early refund is possible at the earliest 16 weeks after receipt of the order if the goods were not received.

2 Steps for cancellation

  1. Request the return form from our support and send it back to us completed, signed and scanned.

  2. Return the goods.
    Use only a return method with a tracking number so that we can allocate your return. This way you inform us about the return in advance and the received goods can be clearly allocated to the correct order. This is the only way we can guarantee a fast refund. After receipt of the return, we will be informed of receipt and the refund can be processed. Use only a shipping method with a tracking number for the return so that we can allocate your return.