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Frequently Asked Questions

SHIPPING

  • Why Is My Shipping Delayed?
    There may be shipping delays due to unforeseen and uncontrollable circumstances, such as weather conditions and holidays.
  • Where Is My Shipping Confirmation?
    When your order enters transit, you will receive a shipping confirmation to the email address entered at checkout. If you do not receive an email, check your spam. If you haven't received your confirmation, please email support@musesonly.com and we’ll be happy to resend it right away!Please note: It may take up to 24 hours for the carrier to update tracking information.
  • My Order Is Being Returned To Musesonly, What Do I Do?
    Undeliverable orders due to customer or address error will require re-shipment. But you will get your order -- don't worry! Musesonly will happily cover the cost of the second attempt after the original order has returned to our HQ.
  • My Tracking Info Shows My Package Was Delivered, But I Never Received It.
    We know how important your order is. If the tracking information states that your package was delivered but you have not received it, please first check around your neighborhood in case another address mistakenly received it. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office. We will do our best to assist you when possible, but cannot be responsible for packages lost or stolen in transit. If you are still unable to locate your package, contact the shipping carrier immediately to discuss the issue.
  • How Much Does Shipping Cost?
    Musesonly customers enjoy free shipping as a member, within the United States, Australia and Canada. We ship with standard shipping (8-12 business days). If you want to get the package faster, you can spend $20 for fast shiping(3-7 business days).
  • How Soon Will My Order Ship?
    We're so glad you're excited about your order! We do our best to process all orders within 2 business days of receiving them - with the exception of weekends and holidays.
  • Do You Ship To APO / FPO Addresses?
    We do not ship to APO/FPO addresses.

RETURNS

  • Can I Return Or Exchange Items?
    If you receive a box with damaged/defective product, incomplete contents, or require a size exchange - please email Customer Care within 30 days of your processing date.
  • Can I exchange an item for a different style?
    We accept exchanges for size only.
  • Can I return an outfit for a full refund?
    Yes!
  • When Will I Receive My Refund?
    Please allow 2-4 days for us to process your returned merchandise after it has been received. We’ll refund the price of the merchandise including any taxes you were charged (excluding all applicable shipping charges) upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement. For international orders, we are unable to issue refunds for any customs, duties or additional fees that may apply to your order.
  • What do I do if I received a damaged item?
    Sorry about that! Please take a photo of the damaged item and contact Customer Care within 30 days of your processing date.

PRODUCT

  • What If I'm Unsure About A Size Or Have A Fit Question?
    Please see our Size Guide for general information on sizing.
  • The Style/Size/Color I Want Is Oout Of Stock. When Will You Be Restocking?
    Musesonly comes out with new collections each season. If something is out of stock, email us at info@musesonly.com and we’d be happy to double check for you.

Ordering

  • My order isn't going through, now what?
    If you are receiving an error message, please make sure your credit card information, shipping address, and billing address are the same as your billing statement. If your information is 100% correct and you’re still seeing an error, please make sure you’re using the latest version of your web browser -- this generally helps. If you continue to receive error messages, please contact Customer Care and we'll fix the problem together!
  • How do I change or cancel my order?
    We know how important your order is, so we aim to fulfill orders as quickly as possible. While we cannot cancel or change an order once it has been placed, you are welcome to contact us for an exchange once your order is received. Please make sure to review that all your information is accurate upon checkout.
  • Where is my order confirmation?
    Within 5-10 minutes of placing your order, you should receive an order confirmation to the email address you used when creating an account. If you did not receive your confirmation, please check your spam. If it’s not in your spam, please send us a message, and we'd love to help!
  • Why Was My Order Cancelled?
    That is extremely rare, but potentially could be caused by the payment method on file declining or the item you ordered suddenly became out of stock and is no longer available.
  • How do I use my promo code?
    Simply enter your promo code at checkout to apply valid discounts. Only one promo code can be applied during checkout.

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