FAQ

  • 1. What’s my order status?
  • 2. How do I cancel my order?
  • 3. Can I get a price adjustment on an item I’ve already purchased?
  • 4. I forgot to add an item to my order; Can I change before it ships?
  • 5. I’m looking to edit the address on my order.
  • 6. Can I change the color/ size of what I just ordered?
  • 7. Can I make a change to my billing or shipping address before my package ships?
  • 8. The style/ size/ color I want is out of stock. When will you be restocking?
  • 9. My order has arrived but it’s wrong.
  • 10. My item arrived damaged. What should I do?
  • 1. What's your return policy?
  • 2. Can I exchange my order?
  • 3. How do I return or exchange an item?
  • 4. When will I receive my refund?
  • 1. Fees and timing
  • 2. Do you ship to PO Boxes?
  • 3. How do I tarck my order?
  • 4. What if my packacking hasn’t updated?
  • 5. What does "Pre-order" mean? When will it ship?
  • 6. How are taxes and duties calculated?
  • 7. My package is missing. What should I do?
  • 1. How am I supposed to figure out my size?
  • 2. I am between sizes. What size do you recommend?

Order & Product Issues

1. What’s my order status?

You'll receive a shipping confirmation email once your order has been shipped. Copy the tracking number to logistics website to view the updated status of your package. Or you could just send us an email at  support@musesonly.us and we'll happily check it for you! 

2. How do I cancel my order?

Depending on the status of your order, we may not be able to cancel it. Please contact us immediately at [email protected] and we will help you the best we can. If we are unable to cancel your order, we can always walk you through our easy returns process.

3. Can I get a price adjustment on an item I’ve already purchased?

As an online store, our prices will occasionally change depending on demand, stock levels and sales. This does mean that items can change price after you've purchased them.

Unfortunately, we're unable to adjust any prices or offer a refund or credit for the difference in price once an order has been placed.

Sadly, we're also unable to retrospectively apply a discount code or gift card to an order that’s already been placed.

4. I forgot to add an item to my order; Can I change before it ships?

Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items.

5. I’m looking to edit the address on my order.

Once an order is placed, we're unable to edit or make changes. We can, however, attempt to update the address through courier. Keep in mind, this process is never a guarantee as it depends on the status of the shipment. Our teams can help if you have any pressing questions—reach out to [email protected].

 

6. Can I change the color/ size of what I just ordered?

Once your order has been submitted successfully, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. But if your order hasn’t been shipped out, we will help you change the color or size. Please contact us immediately with order number to modify your order. Otherwise, you can return or exchange your item once it arrives.

7. Can I make a change to my billing or shipping address before my package ships?

You may change your shipping address after you place an order by contacting customer service below. Typically, you can only do this the same day an order was placed because items are shipping as fast as possible. If an item has already been processed for shipping, you may not be able to change the address. All address corrections are subject to review and can be declined following a security screening.

8. The style/ size/ color I want is out of stock. When will you be restocking?

Musesonly comes out with new collections each season. If something is out of stock, email us at support@musesonly.us and we’d be happy to double check for you.

9. My order has arrived but it’s wrong.

In the unlikely event you're missing an item, or have receive a wrong item/order, please contact us immediately with the following information and we'll sort that right away;

  • Your order number
  • The name of the item you didn't receive
  • A photo and the name of the item you have received (if the wrong item)

Once we've received the above info, our Customer Support team will get this sorted for you ASAP!

10. My item arrived damaged. What should I do?

We're so sorry to hear that this happened with your order and are more than happy to do what we can to help! From here, please send us an email to [email protected] with the following information:

  • Your name
  • Order number
  • A list of the damaged item(s)
  • A photo of the damageitem and the tag attachedand package if it looks tampered with

Once our team reviews your information, they can further assist you and provide you with the next steps!

Returns & Refund

1. What's your return policy?

Our policy lasts 30 days. Returns or Exchanges can only be made within 30 days from the date you get your items.

If you would like to return the item please contact us within 30 days of delivery. Please email  [email protected] and indicate the item(s) you would like to return and the reason for your request.

Do not send returned items to the sender's address from the package you received. We will not accept any returns without you contacting us first.

Once you receive the return confirmation, you may send back the unworn and unwashed products to the address that we provide. We must receive the returns within 30 days of the return confirmation email. Please note that we do not cover return delivery fees.

We recommend that you send your return in a shipping method providing tracking information or return receipt to [email protected], because we will not be responsible for lost return please contact us once you have any proof of return.

2. Can I exchange my order?

Orders can be exchanged online within 30 days of delivery. Please review the Return & Exchange Policy for how to start an exchange. Please just send us an email at  support@musesonly.us and we'll happily help you with exchange issue!

3. How do I return or exchange an item?

We will gladly accept unworn, unwashed, unaltered and unused merchandise in sellable condition for a full refund within 30 days of delivery. Please review the Return&Exchange Policy for how to start an exchange. You couls also send us an email at  support@musesonly.us and we'll happily help you with return or exchange issue!

4. When will I receive my refund?

Please allow 2-4 days for us to process your returned merchandise after it has been received. We’ll refund the price of the merchandise you were charged (excluding all applicable shipping charges) upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement. For international orders, we are unable to issue refunds for any customs, duties or additional fees that may apply to your order.

Delivery & Shipping

1. Fees and timing

Once your order ships, we'll email your tracking information so you can follow along. For more details on our shipping fees and timelines, click Shipping & Delivery.

2. Do you ship to PO Boxes?

No, we do not. If your order somehow passes our system with a PO Box address, this will cause delays.

3. How do I tarck my order?

You'll receive an email once your order has shipped titled "Your Order is on the way", containing your tracking number. Alternatively, you can log into your account and track your order!

4. What if my packacking hasn’t updated?

Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.

In the first instance, check your tracking to understand if your order has been held up by the courier due to issues such as an incorrect address or customs fees.

If you've realised that you've entered an incorrect or incomplete address, please contact [email protected] or courier to update your address.

If your tracking hasn't updated in a few days, don't panic, your order should still be on the way to you. However, if your tracking hasn't updated in 10+ working days please get in touch with our Customer Support team who will be able to assist you.

5. What does "Pre-order" mean? When will it ship?

If an item is listed as ''pre-order", it means that we haven't received it into our warehouse yet. As soon as we receive it, we will ship it out to you. Please note that if any part of your order contains a pre-order item, we will wait until your entire order is available to ship before we send it out to you. The estimated ship time should be listed on the product page.

6. How are taxes and duties calculated?

Duties and taxes are calculated on a country-by-country basis based on the items purchased. Based on the Changes to VAT treatment of overseas goods sold to customers from 1 January 2021, we will charge 20% of each of the item's final price as tax for orders from UK. Based on the EU VAT Changes From July 1 2021, we will charge taxes for items ship to 27 member states of the European Union. Rates will differ according to their own policies. (17%~27%)

7. My package is missing. What should I do?

If you haven't seen movement on your tracking page in over 10 business days from the latest update, please send us an email to [email protected] with the following information:

  • Your name
  • Order number

Once our team reviews your information, they can further assist you and provide you with the next steps!

Fit & Sizing

1. How am I supposed to figure out my size?

We know that's tricky sometimes to figure out fit and sizing when online shopping! We've created a size guide to help you select the right sizes, and you can find this guide on all our product pages. If you're still unsure, then send us an email at support@musesonly.us and we'll help you out!

2. I am between sizes. What size do you recommend?

Please refer to our size guide for general measurements. Our products are quite compressive for holding tight the body, we suggest size up if you prefer chilling vibe. The best way to find the right size is based on your bust, waist, hip, as compressive activewear are required to be snugger on your body than any other type of clothes.

If you still need assistance, please email support@musesonly.us for any additional help.