Return and Refund Policy
We offer a 14-day return period, starting from the day you receive your order. Please note the following conditions:
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Condition of Returned Items
- Items must be unworn and unused.
- All tags and stickers must remain attached.
- The original packaging is required for a valid return.
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Exceptions / Non-Returnable Items
- SALE products
- Any soiled or worn clothing
- Items missing labels or tags
- Customized or personalized items
- Promotional items or gift cards, as well as perishable goods
Unfortunately, these items cannot be returned or refunded.
How to Initiate a Return
To start a return, click on my account and log in with the email address you used to place your order. Please initiate your return within 14 days of receiving your order.
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Return Request
After logging in, you will see an overview of your orders. Select the order you wish to return and click on "Request Return." Then, choose the items you want to send back. -
Return Approval
Once we approve your return request via email, you can send the return items to the address mentioned in the approval email.
Important Notice
Please check your spam folder in your email inbox. The email confirming your return approval might not appear in your main inbox.
Return Shipping Costs & Liability
- Return Shipping Costs: The buyer is responsible for all return shipping costs. Depending on your location, these costs may vary. Unless otherwise stated, shipping fees will either be deducted from your refund or must be paid by you when you mail the package.
- Tracking Number: We do not assume liability for any returns without a tracking number. Please keep your shipping receipt and tracking information until your return has been fully processed.
Refund Process & Timeline
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Inspection Period
After your return arrives at our warehouse, we will inspect it within 5–7 business days to ensure it meets our conditions. -
Refund Timeline
- Once approved, your refund will be processed within 10 business days.
- Refunds are issued to your original payment method. Your bank or credit card provider may take additional time to post the refund.
- If you have not received your refund within 14 business days after our approval, please contact us at info@muserobe.com.
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No Direct Exchanges
Returning the item you received is the quickest way to get the item you want. Unfortunately, we do not offer direct exchanges. Once your return is accepted, you can purchase the new item in a separate transaction.
Undeliverable Shipments & Order Cancellations
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Address Errors / Non-Pickup
If a shipment is returned to us due to an incorrect address or failure to pick it up from the carrier’s collection point or pickup station, you have two options:- Reshipping: We can resend the package for a flat shipping fee of €4.99.
- Cancellation: If you prefer to cancel your order, a handling fee of €10 will be deducted from your refund.
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Refused Delivery
The same conditions apply if you refuse to accept the delivery (reshipping fee or a €10 cancellation fee).
Damaged or Incorrect Items
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Defective / Damaged Items
Please inspect your order upon delivery. If you receive a damaged or defective item, contact us immediately so we can evaluate the situation and find a suitable resolution (e.g., refund, replacement if applicable). -
Incorrect Items
If you received the wrong item, please let us know right away. We will arrange a correct replacement or solution as quickly as possible.
EU Right of Withdrawal
For customers within the European Union, you have the right to cancel or return your order within 14 days, without stating a reason, provided the goods are in their original, unworn condition, with tags still attached, and in their original packaging.
Contact Us
If you have any questions or concerns regarding the return process, please do not hesitate to reach out:
Email: info@muserobe.com
Thank you for choosing Muse Robe! We appreciate your trust and are here to make your return experience as smooth as possible.