Refund policy

Muselula Return & Refund Policy

Tailored for our made-to-order formalwear and compliant with EU Consumer Rights Directive & GDPR.

1. Return Eligibility & Timeframes

We offer a 30-day return policy for all items, meaning you have 30 calendar days from the date of delivery to request a return. For customers in the European Union (EU), this policy supplements your statutory 14-day “cooling-off period” – you may cancel your order for any reason within 14 days of receipt, no justification required.
To qualify for a return:
  • The item must be unwashed, and in the same condition as received, with all original tags, labels, and packaging intact.
  • For bespoke/customized gowns: No personalized modifications (e.g., custom embroidery, unique fabric combinations, or made-to-measure adjustments) may be altered or damaged; the gown must remain in its original, unused state.
  • You must provide a valid receipt or proof of purchase (order confirmation email accepted).
Note: There are no “final sale” items at Muselula – all products are eligible for return if the above conditions are met.

2. Return Process

To initiate a return:
  1. Contact our customer service team at info@muselula.com within the 30-day window, including your order number, photos of the item (tags, packaging, and condition), and reason for return.
  2. After we confirm your return is eligible, you will receive instructions for shipping the item back to our standard return address listed below. We will notify you by email if any additional return addresses are added.

    Standard Return Address:

    No. 1, South 11th Lane,

    Shapian Street, Pangjiang West Village, Dalong Street,

    Panyu District, Guangzhou City, Guangdong Province,

    China
  3. You are responsible for all return shipping costs, including cross-border shipping to Hong Kong(if applicable). We do not provide pre-paid return labels unless the item is defective, damaged, or incorrect (see Section 3).
  4. Items sent back without prior return approval will not be accepted or processed.

3. Damages, Defects & Incorrect Items

Please inspect your order immediately upon delivery. If the item is defective, damaged, or you received the wrong product:
  • Contact us within 7 calendar days of receipt at info@muselula.com, providing detailed photos/videos of the issue.
  • We will evaluate the problem and offer a resolution: free rework (with Muselula covering round-trip shipping to Hong Kong), full refund (no restocking fee), or replacement (if applicable).
  • For defective/custom error returns, we will provide a pre-paid return label for EU shipments.

4. Return Restocking Fee

A 30% restocking fee will be deducted from all approved refunds for non-quality-related returns. This fee covers the specialized production costs of our made-to-order gowns (e.g., custom fabric sourcing, artisanal craftsmanship in workshops, and the inability to resell personalized items).
  • EU customers exercising their 14-day cooling-off period: The 30% restocking fee still applies, as the gown is crafted to your specifications.
  • Quality-related returns (defects, damages, incorrect items): No restocking fee will be charged.

5. Exchanges

The fastest way to receive a different size, style, or customization is to:
  1. Complete the return process for your original item (per Section 2).
  2. Once your return is accepted, place a new order on our website.
  • Exchanges are not processed directly; refunds for the original item will be issued separately once the return is inspected.

6. Refunds

  • After we receive and inspect your returned item (typically 5-7 business days from delivery to our return address), we will notify you via email if your refund is approved.
  • Approved refunds (minus the 30% restocking fee, if applicable) will be automatically processed to your original payment method within 10 business days.
  • Please allow additional time for your bank or credit card company to process and post the refund (3-5 business days for most providers).
  • If more than 15 business days have passed since your refund was approved and you have not received it, contact us at info@muselula.com.

7. EU Cooling-Off Period Details

For EU customers, the 14-day cooling-off period begins on the day you receive your item. To exercise this right:
  • You must notify us of your intent to cancel within 14 days (email to info@muselula.com is sufficient).
  • The item must be returned in unused, unwashed condition with all tags and packaging intact.
  • You are responsible for return shipping costs, and the 30% restocking fee applies (as noted in Section 4).

8. Contact Us

For any return questions, concerns, or assistance, please reach out to:Email: info@muselula.com
Contact Information:

Company Name: MuseLula Limited.

Business Registration No:79145033

Address: UNIT 15, R/F, KAM TEEM INDUSTRIAL BUILDING, 135 CONNAUGHT ROAD WEST, SAI YING PUN, HONG KONG.

Contact E-mail:info@muselula.com

Contact Phone:+85251643151