Refund/Return Policy

 North & Muse Returns & Exchange Policy

We want you to be completely satisfied with your purchase. If an item doesn't meet your expectations, you have the option to return it under the strict conditions outlined below. By completing a purchase, you agree to these binding terms, and no exceptions will be made.

How to Initiate a Return

You may return your purchase within 30 days of receipt. To start the process:

  1. Request a Return Form: Email our customer service team at support@north-muse.com.

  2. Provide Details: Clearly include your order number and the reason for the return in your email.

  3. Wait for Approval: Returns must be pre-approved by our customer service. Shipments sent without prior approval will be rejected.

Return Conditions (Mandatory)

For a successful return and refund, all items must meet the following criteria:

  • Time Limit: The return must be initiated and received within 30 days of you receiving the product. Returns outside this period will not be accepted.

  • Product State: Items must be in the same, unused condition as you received them, complete with their original packaging.

  • Exclusions: For hygiene reasons, certain items are non-returnable. This includes, but is not limited to, bikinis, lingerie, and underwear.

  • Tracking Requirement: All returns must include a Track & Trace code. You are required to share this code with us. Failure to provide a valid Track & Trace code will void your right to a refund.

  • Customer Responsibility (Risk & Costs):

    • Risk: The return is entirely at your own risk. We are not liable for any lost or damaged packages during transit, nor for any customs issues or delays upon arrival in China.

    • Cost: You are responsible for all return shipping costs (starting at approx. €20). We strongly recommend using a tracked service for your own security.

 Mandatory Return Address

All approved returns must be sent to our central international warehouse:

  1. Return Request: Please request a return form from our customer service by emailing support@north-muse.com Clearly provide your order number and the reason for the return.

 Refund Process

  1. Inspection: Once your return is received and carefully inspected at our warehouse, we will notify you via email of the approval or rejection of your refund.

  2. Processing: If approved, the refund will be processed and credited back to your original payment method within 30 days.

  3. Delayed Refund: If 30 days have passed and you have not received your refund, please first check your bank account statement again before contacting us for further assistance.

Costs

  • Return Costs: You are responsible for the return shipping costs. For your own security, we recommend using a shipping method with Track & Trace.
  • Return Address: Returns should be sent to our central warehouse in China, with costs starting at €20.

Important Notes

  • All returns must be sent at the customer’s expense to our central warehouse in China.
  • Returns without prior approval or that do not meet the above conditions will not be accepted.