Shipping & Exchange Policy

EXCHANGE POLICY

In order to qualify for an exchange please ensure your product is unworn and free of odour and perfume, not damaged or marked. We have the right to refuse a return if a returned item does not meet these conditions. In this instance, the item will be returned to the address on the original order. Before shipping an item back to us, please request an exchange authorisation request from our returns department within 7 days of receiving your order. 

Return requests made after this period will not be accepted.

You can do this by emailing muzethelabel@outlook.com with your order number and the reason for exchange and we will get back to you as soon as possible.

Customers are expected to cover the cost of the exchange back to us and we recommend using a courier that offers a tracking number as we cannot be held accountable for it becoming lost, stolen or undelivered parcels.

Please note:  We do not offer refunds only exchanges.

Returns sent without prior approval may be refused.

Return Shipping

  • Customers are responsible for all return shipping costs
  • We do not provide prepaid return labels
  • We strongly recommend using a tracked and insured service

The customer remains responsible for the parcel until it is received and inspected by us.

Proof of Return & Missing Items

  • Returned parcels must include a note inside with the order number and full name
  • We are not responsible for items lost, missing, or removed during return transit
  • Refunds are issued only for items physically received and verified

If a returned parcel arrives with missing items, the refund will be processed only for the items received.

Damages, Defects & Incorrect Items

If your item is defective, damaged, or incorrect, you must contact us within 48 hours of delivery with:

  • Clear photos of the item
  • Photos of original packaging
  • A description of the issue

Claims submitted after 48 hours may not be accepted.

If approved, we will advise on the next steps. Approval is at our discretion following inspection.

“Not as Described” Claims

Differences in:

  • Fit preference
  • Fabric feel
  • Colour tone due to lighting/screens

Do not constitute as a fault.

Items confirmed to match the product listing are not eligible for free return shipping.

DUTIES & TAXES

Orders may be subject to import duties and taxes, which are applied by your local customs authorities upon delivery. These charges are the responsibility of the customer. If you do not comply with customs requirements and your order is returned to Muze The Label, you will be responsible for any return shipping and re-delivery fees.