Frequently Asked Questions

Quick answers to the questions we hear most. If you can’t find what you’re looking for, email support@mooimuse.com and we’ll respond within 24 hours.

Orders & Payment

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard, American Express and Maestro, as well as Apple Pay, Google Pay and Shop Pay. All transactions are processed in EUR through our secure PCI-compliant payment provider.

Is my payment information secure?

Yes. Our checkout uses 128-bit SSL encryption and is fully PCI DSS compliant. We never see or store your full card number — only your billing details and the last four digits of your card. See our Payment Options page for more.

Can I cancel or change my order after placing it?

We process orders quickly, so cancellations or changes may not always be possible. Please email support@mooimuse.com as soon as possible and we will do our best to help.

Shipping & Delivery

Where do you ship?

We currently ship throughout the Netherlands.

How much is shipping?

Shipping is free on orders over €100 within the Netherlands. A standard rate applies to orders below €100, shown at checkout before payment.

How long does delivery take?

Orders are processed within 1–3 business days, with a transit time of 4–10 business days — typically 5–13 business days from order to delivery. The order cut-off time is 18:00 CET. See our Shipping Policy for full details.

How do I track my order?

You’ll receive a tracking email as soon as your order ships. You can also check progress any time via our Track Your Order page.

What if my package is lost or damaged?

If your order arrives damaged or doesn’t arrive at all, please email support@mooimuse.com immediately. We’ll work with the carrier to investigate and resolve it as quickly as possible.

Returns & Refunds

What is your return policy?

You have a 14-day right of withdrawal from the day you receive your order. Items must be unworn, unwashed, with tags attached and in their original packaging. See our Return & Refund Policy for full details.

How do I start a return?

Email us at support@mooimuse.com with your order number and the reason for return. Once your return has been reviewed and approved, we’ll send you the designated return address and instructions.

Who pays for return shipping?

For non-faulty returns the customer is responsible for return shipping; where we arrange the return, a €12 arranged-return fee applies. If your item is faulty, damaged or incorrect, Mooi Muse covers the return cost — just email us with photographs and we’ll arrange it.

How long do refunds take?

Once we receive and inspect your return, approved refunds are issued to your original payment method without undue delay and within the statutory deadline. Your bank or card issuer may take additional time to post the refund.

Can I exchange an item?

The fastest way to swap for a different size or piece is to return the original order and place a new order separately, which protects against the new piece selling out while your return is in transit.