Refund policy

At Muse Hair Atelier, we want to ensure that you're completely satisfied with your purchase. If for any reason you're not happy with your order, we'll gladly accept returns within 14 days of delivery which means you have 14 days after receiving your item to request a return.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags and lace intact and in its original packaging. You’ll also need the receipt or proof of purchase.

ELIGIBILITY FOR RETURNS
To be eligible for a return, your item must:

  1. Be in its original packaging and condition
  2. Be unused and unworn
  3. Have all original tags and labels and lace attached
  4. Be returned within 14 days of delivery
  5. You’ll also need the receipt or proof of purchase.

RETURN PROCEDURE
To start a return, you can contact us at info@musehairatelier.com.

To initiate a return, please follow these steps:

  1. Take a picture of the item(s) to ensure they meet the eligibility requirements.
  2. Contact our customer service team via email us at info@musehairatelier.com to obtain a Return Merchandise Authorization (RMA) number. (don't forget to attach the picture(s) taken at step 1.)*
  3. After receiving your Return Merchandise Authorization (RMA) number, Carefully package the item(s) to be returned, ensuring they are in their original condition.
  4. Include the RMA number and (a copy of) your original receipt in the package.
  5. Ship the package back to us at the address provided by our customer service team.

*If your return is accepted, we’ll send you a return shipping label with our return address as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

EXCHANGES
Once we receive your returned item(s), we'll process your refund or exchange within 10 business days. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Refunds will be issued in the original form of payment. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days*. 

*Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@musehairatelier.com.

REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too*. 

*If more than 15 business days have passed since we’ve approved your return, please contact us at info@musehairatelier.com.

SHIPPING COSTS

  • Original shipping costs are non-refundable.
  • The Customer is responsible for the cost of return shipping.

DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately but no later then 7 business days after delivery if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

CONTACTS US
If you have any questions or concerns about your return or refund, please don't hesitate to contact us by filling out our CONTACT form or by emailing us at info@musehairatelier.com

We're here to help!