This policy applies to orders placed with Mooi Muse. Nothing in it limits or excludes any statutory consumer rights that cannot legally be restricted, including your rights under EU and Dutch consumer law.
1. Fourteen-Day Right of Withdrawal
As an online customer you may withdraw from your purchase for any reason by notifying Mooi Muse within 14 calendar days beginning the day after the goods are delivered. Where goods from one order are delivered separately, the period begins the day after the final item is delivered.
This right includes returns based on size or fit, colour or appearance, style or personal preference, an item not suiting you, or a general change of mind. Requests received after the statutory 14-day withdrawal period cannot be accepted for non-faulty goods.
After notifying us, you must send the goods back without undue delay and no later than 14 calendar days after giving notice. To notify us, email support@mooimuse.com with your full name, order number, the item(s) being returned, and a clear statement that you wish to withdraw. You do not have to provide a reason.
2. Two-Stage Return Inspection
All return requests and returned goods are subject to a two-stage condition-assessment process.
Stage One: Preliminary Email Review
Before sending an item, please email clear photographs or a continuous video showing the complete front and back of the item, the current condition of the fabric, all original tags, the original packaging, any hygiene seals, any alleged fault, and the item’s size and product label. This preliminary review helps us document the item’s condition and provide the correct return instructions. It does not constitute final approval of a refund and does not replace the physical inspection. Where you have exercised the statutory withdrawal right in time, failure to provide photographs will not invalidate the withdrawal.
Stage Two: Physical Return Inspection
Once a return reaches our designated fulfilment centre, it undergoes a detailed, documented physical inspection. This may include verification of the item, size, colour and order details; examination of tags and hygiene seals; comparison with the item’s recorded condition before dispatch; inspection of fabric, seams, fastenings, lining, neckline, underarms, cuffs and hem; and checks for stretching, staining, odour, contamination, evidence of washing or alteration, and any other condition affecting resale value. Returns may be photographed or recorded during inspection for quality-control, fraud-prevention and dispute-resolution purposes, handled in line with our Privacy Policy.
3. Reasonable Trying-On
You may examine and try on clothing only to the extent reasonably permitted in a physical shop — briefly and carefully indoors to assess appearance and fit. Wearing an item socially or outdoors, for an extended period, removing tags and then wearing it, washing, ironing or altering it, or exposing it to makeup, perfume, deodorant, smoke, food or pets is considered handling beyond a reasonable fitting.
4. Diminished Value and Refund Deductions
Where handling beyond what is necessary to examine an item has reduced its value, Mooi Muse may make a lawful deduction reflecting the actual reduction in value — for example cleaning or specialist treatment, repair, replacement of missing components, or the reduction required to resell the item as used. Where documented wear, damage, contamination or alteration leaves an item with no reasonable resale value, the deduction may equal the item’s full price where legally justified. We do not impose an automatic restocking penalty; any deduction is connected to the item’s documented condition, with an explanation and, where appropriate, supporting evidence.
5. Tags, Packaging and Hygiene Seals
Returned items should have all original tags attached, all accessories and components included, any hygiene seal intact, and original packaging where reasonably possible. Missing tags or damaged packaging will not automatically remove statutory rights but may be considered when assessing whether the item was handled beyond what was necessary and whether its value has been reduced. Where sealed goods cannot be returned for hygiene reasons after being unsealed, the statutory hygiene exception may apply.
6. Return Address and Fulfilment Location
After the preliminary review, Mooi Muse will provide the designated return address and reference. The designated location may be a European return address or an international fulfilment centre, selected by Mooi Muse for each case. Please use only the designated address supplied by us; sending goods elsewhere may delay inspection and refund processing. Our registered office is not a return-processing warehouse and goods must not be sent there unless we expressly instruct you to.
7. €12 Arranged Return-Shipping Charge
For a non-faulty return — including one based on sizing, fit, preference or change of mind — you are responsible for the direct cost of returning the goods. Where Mooi Muse provides or arranges the return service, a €12 arranged return-shipping charge applies and may be deducted from your refund; you will be informed before sending. This charge is for direct return transportation only, not an administration or restocking penalty. No €12 charge applies where Mooi Muse is legally responsible for the return cost, including where goods are faulty, damaged on arrival, materially misdescribed or incorrectly supplied.
8. Original Delivery Charges
When you validly withdraw from your entire order within the statutory period, Mooi Muse will refund the basic standard delivery charge paid, as required by law. If you selected a more expensive premium or express service, we refund only the amount equivalent to the least expensive standard delivery offered. The original delivery charge is not normally refunded where only part of an order is returned, where a voluntary exchange is requested, or where the return is outside any statutory or contractual return right. This does not affect any delivery-cost refund legally due for faulty, damaged, incorrect or misdescribed goods.
9. Sale, Clearance and Promotional Items
Sale, clearance, promotional and discounted items remain subject to the statutory 14-day withdrawal right where it applies. However, no voluntary or extended return period is offered for such items, and they cannot be returned after the statutory period for non-faulty reasons. All sale-item returns are subject to the condition and inspection requirements in this policy. Faulty, damaged, incorrect or misdescribed sale items retain their statutory protections.
10. Refund Processing
Where legally permitted, Mooi Muse may withhold reimbursement until we receive the returned goods or you supply satisfactory evidence they have been sent back, whichever occurs first. Any refund due will be issued without undue delay and no later than the applicable statutory deadline, to your original payment method unless otherwise agreed. A refund may include permitted deductions for diminished value, the €12 arranged return-shipping charge for an eligible non-faulty return, and premium delivery charges exceeding the standard cost.
11. Faulty, Damaged, Incorrect or Misdescribed Items
Please inspect your order promptly after delivery. To help us investigate quickly, report visible damage, faults or incorrect items within seven days with clear photographs where possible; this request does not restrict statutory rights. Where a genuine fault, delivery damage, incorrect item or material misdescription is established, Mooi Muse will provide the remedy required by law — a refund, repair, replacement or price reduction — and bear necessary return-postage costs.
12. Non-Returnable Goods
Subject to statutory rights, returns cannot be accepted for personalised or made-to-order goods, gift cards, sealed hygiene-sensitive goods after the seal is removed, goods damaged through misuse or improper care, goods not purchased from Mooi Muse, or substitute/counterfeit items. Faulty, damaged, incorrect or misdescribed goods remain subject to statutory protections.
13. Exchanges
Mooi Muse does not guarantee direct exchanges. Where we voluntarily agree to one, it is subject to stock availability and the original item satisfying the condition requirements; you bear the cost of returning a non-faulty item and additional delivery charges may apply. You may instead return an eligible item and place a new order.
14. Incorrect, Empty or Fraudulent Returns
Every return is matched against the relevant order and product records. No refund will be issued for an empty parcel, a different item, a counterfeit or substituted item, missing goods, or goods not originally supplied by Mooi Muse. Evidence relating to suspected return fraud may be retained and used to dispute payment claims or take other lawful action. This does not affect genuine statutory claims.
15. Incorrect Addresses and Uncollected Parcels
You are responsible for providing a complete and accurate delivery address. Where an order is returned because of an incorrect address, refused delivery without valid withdrawal, or an uncollected parcel, any refund may be reduced only by direct, reasonable and evidenced costs we are legally permitted to recover. This does not apply where the failed delivery was caused by Mooi Muse or its carrier.
16. Cancellations Before Dispatch
Contact support@mooimuse.com immediately if you wish to cancel before dispatch. We will attempt to stop fulfilment, but this cannot be guaranteed once processing has begun. Where cancellation occurs before dispatch, all payments including the delivery charge will be refunded.
17. Contact Details
Store: Mooi Muse
Company: HE4L LTD
Company No.: 16250783
Registered Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@mooimuse.com
Phone: +44 7366 101296
The registered office is not a return address. Please contact us for the designated return address.
Customer Care Hours
Monday to Friday: 09:00 – 17:00 (CET)
Weekends: 11:00 – 16:00 (CET)