Terms of service

Muselula Terms of Service

Tailored for our made-to-order luxury formalwear (handcrafted in Turkish workshops) and compliant with EU Consumer Rights Directive, GDPR, and applicable European regulations.

OVERVIEW

Welcome to Muselula! The terms “we”, “us” and “our” refer to Muselula, a brand specializing in bespoke bridal and evening gowns handcrafted by artisanal teams in Turkish workshops. We operate this online store and website (the “Services”) to provide discerning customers—primarily in France, Germany, and the European Union (EU)—with a curated, personalized shopping experience centered on custom craftsmanship, timeless design, and premium quality.

Muselula is powered by Shopify, which enables us to deliver the Services to you. These Terms of Service (the “Terms”) govern your use of our Services, including all purchases, customizations, and interactions with our website. They incorporate our Privacy Policy  and Return & Refund Policy, which are integral to these Terms.

Please read these Terms carefully, as they include important information about your legal rights, obligations, and limitations of liability—especially regarding our made-to-order business model. By visiting, browsing, or using our Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you may not access or use our Services.

 

SECTION 1 - ACCESS AND ACCOUNT

By agreeing to these Terms, you represent that:
  • You are at least the age of majority in your country of residence (18+ in most EU countries) or have obtained parental/guardian consent if you are a minor.
  • All information you provide (email address, billing/shipping details, body measurements for custom orders, etc.) is accurate, current, and complete.
  • You have the legal right to provide all information submitted (including payment details and measurements) and to use the Services for personal, non-commercial purposes.
You are solely responsible for maintaining the security of your account credentials (username, password) and all activity associated with your account. You may not transfer, sell, assign, or license your account to any third party. We reserve the right to suspend or terminate your account if we suspect unauthorized use or a breach of these Terms.

SECTION 2 - OUR PRODUCTS

Core Product Nature

All Muselula products are made-to-order—each gown is crafted exclusively for you in our Turkish workshops based on your selected design, fabric, and customization preferences (e.g., made-to-measure sizing, hand-embroidered details). As such:
  • Production lead time is typically 45 working days (excluding shipping) from the date of design confirmation and deposit payment. Rush production (30 working days) is available for an additional 30% fee (see Section 3).
  • Product descriptions, including fabric swatches, color options, and embellishments, are accurate to the best of our ability but may vary slightly due to the artisanal nature of handcrafting and differences in fabric batches.

Visual Representation

We strive to accurately depict our products through website imagery, but colors, textures, and proportions may appear differently on your device due to screen settings, resolution, or lighting. We do not warrant that product appearance will match your device display or that customizations will exactly replicate reference images—all bespoke details are subject to Turkish workshop craftsmanship standards and fabric availability.

Product Modifications & Discontinuation

We reserve the right to update product designs, fabric options, or customization features at any time without notice. We may also limit the quantity of custom orders per collection or geographic region to ensure quality control. If a fabric or detail you selected is discontinued after your order is placed, we will notify you promptly to offer a comparable alternative.

SECTION 3 - ORDERS

Order Placement & Acceptance

When you place an order, you submit an offer to purchase a custom-made product. We reserve the right to accept or decline your order at our discretion (e.g., if customization requests are unfeasible, fabric is unavailable, or payment cannot be processed). Your order is only confirmed once:
  1. We send a formal order confirmation email (including design details, fabric selections, sizing, lead time, and total cost).
  2. You pay the required 50% deposit (non-refundable unless the order is declined by us or deemed defective).

Custom Order Rules

  • Design Confirmation: After placing your order, we will share a digital design sketch or detail sheet for your approval within 3-5 business days. Your order will not enter production until you confirm this sketch (via email or your account dashboard).
  • Modifications: Minor design adjustments (e.g., neckline tweaks, lace placement) are free within 72 hours of deposit payment. After 72 hours, or once production begins (15 days post-deposit), major modifications (e.g., fabric changes, silhouette adjustments) may incur a 10-20% fee or be unavailable.
  • Cancellations: Custom orders may be canceled within 72 hours of deposit payment for a full refund of the deposit. After 72 hours, or once production starts, cancellations are not permitted—due to the exclusive, made-to-order nature of the product, we cannot resell custom-crafted gowns.

Order Errors

Please review your order confirmation carefully. If you identify an error (e.g., incorrect sizing, fabric selection), notify us within 48 hours of receiving the confirmation—we will correct it if production has not yet begun. After 48 hours, we cannot guarantee adjustments.

SECTION 4 - PRICES AND BILLING

Pricing

  • Prices are displayed in EUR (Euro) and include the cost of Turkish artisanal craftsmanship, premium imported fabrics, customizations, and quality inspections. Prices do not include VAT (where applicable), shipping, handling, or customs fees (for non-EU orders, though we primarily ship to the EU).
  • VAT is automatically added to orders shipped to EU countries (in compliance with EU VAT regulations) and will be reflected in your order total.
  • Prices are subject to change without notice, but the price confirmed in your order email will be honored for your purchase.

Payment Terms

  • Deposit: A 50% non-refundable deposit is required to confirm your custom order and initiate production.
  • Balance: The remaining 50% balance is due 5 business days before your gown ships from Turkey. Failure to pay the balance by the due date may delay shipment.
  • Payment Methods: We accept Visa, Mastercard, PayPal, and Klarna (interest-free installments for 3 or 6 months). You warrant that all payment information provided is accurate and that you are authorized to use the payment method.

Promotions & Discounts

Occasional promotions (e.g., seasonal discounts, first-order offers) are governed by separate terms, which will be communicated with the promotion. Promotions cannot be applied retroactively to existing orders or combined with other offers.

SECTION 5 - SHIPPING AND DELIVERY

Shipping Details

  • Origin: All orders are shipped directly from our Turkish workshop via DHL Express (for EU deliveries).
  • EU Delivery:
    • France/Germany: 3-5 working days after shipment.
    • Other EU countries: 5-8 working days after shipment.
  • Total Lead Time: 45 working days (production) + 3-8 working days (shipping) = 6-10 weeks total. We recommend ordering 90 days in advance for wedding gowns to account for unforeseen delays.

Shipping Fees

  • Orders ≥ €2,000: Free EU shipping (includes cross-border shipping from Turkey and domestic delivery).
  • Orders < €2,000: €69 (France/Germany) or €99 (other EU countries).

Risk of Loss & Delivery

  • Title and risk of loss pass to you once the order is handed over to DHL. We are not liable for delays caused by shipping carriers, customs processing, or events beyond our control (e.g., natural disasters, border restrictions).
  • Please inspect your order immediately upon delivery. If the package is damaged, sign for it as “damaged” and contact us within 24 hours with photos (see Section 3 of our Return & Refund Policy for defect claims).

SECTION 6 - INTELLECTUAL PROPERTY

All content on our Services—including trademarks, logos, product designs, sketches, fabric patterns, text, images, and website layout—is owned by Muselula, our Turkish workshop partners, or licensors. This content is protected by EU and international copyright, trademark, and intellectual property laws.
You may use the Services for personal, non-commercial purposes only. You may not:
  • Reproduce, distribute, modify, or sell any content (e.g., copying product photos for commercial use).
  • Use our trademarks (e.g., “Muselula”, “Turkish Bespoke Bridal”) without prior written consent.
  • Extract or scrape data (e.g., customer reviews, pricing) from our website.
All rights not expressly granted are reserved by Muselula. Unauthorized use may result in legal action.

SECTION 7 - OPTIONAL TOOLS

We may offer access to third-party tools (e.g., fabric sample request portals, virtual measurement guides) as part of the Services. We do not monitor, control, or endorse these tools—they are provided “as is” without warranties. Your use of third-party tools is at your own risk, and you agree to review their terms of service separately.
We may add new features (e.g., 3D design previews) to the Services from time to time, which will be subject to these Terms.

SECTION 8 - THIRD-PARTY LINKS

Our Services may include links to third-party websites (e.g., fabric suppliers, DHL tracking). We are not responsible for the content, privacy policies, or practices of these sites. Accessing third-party links is at your own risk, and we disclaim liability for any damages related to their use.

SECTION 9 - RELATIONSHIP WITH SHOPIFY

Muselula is powered by Shopify, but all sales, customizations, and customer support are provided directly by Muselula. By using the Services, you acknowledge that Shopify is not liable for any aspect of your order (e.g., product quality, shipping delays, customizations) and expressly release Shopify and its affiliates from all claims arising from your interactions with Muselula.

SECTION 10 - PRIVACY POLICY

All personal information collected (e.g., name, address, measurements, payment details) is processed in compliance with GDPR and EU data protection laws. Our Privacy Policy explains how we collect, use, and protect your data—including sharing with our Turkish workshop partners (solely for order fulfillment) and Shopify (for website hosting). which can be viewed here. By using the Services, you acknowledge that you have read these privacy policies.By using the Services, you confirm you have read and understood our Privacy Policy.

 

SECTION 11 - FEEDBACK

If you submit feedback (e.g., design suggestions, review of craftsmanship), you grant us a perpetual, worldwide, royalty-free license to use this feedback to improve our custom services, products, and website. We are not obligated to maintain feedback in confidence, pay compensation, or respond.
You warrant that feedback is original, does not infringe third-party rights, and is not defamatory or obscene. We reserve the right to remove feedback that violates these Terms.

SECTION 12 - ERRORS, INACCURACIES AND OMISSIONS

We may occasionally correct typographical errors, pricing inaccuracies, or product details (e.g., fabric availability) without prior notice—even after you submit an order. If an error affects your order (e.g., incorrect pricing), we will notify you and offer to adjust the order or issue a refund.

SECTION 13 - PROHIBITED USES

You may not use the Services for unlawful purposes or to:
  • Infringe intellectual property rights (e.g., copying custom designs).
  • Provide false information (e.g., inaccurate measurements for custom orders).
  • Harass our team or other users.
  • Upload malware or disrupt website functionality.
  • Resell Muselula products for commercial gain (all orders are for personal use only).
We reserve the right to suspend or terminate your account for violating these rules.

SECTION 14 - TERMINATION

We may terminate these Terms or your access to the Services at any time (e.g., for breach of Terms, fraudulent activity). Upon termination:
  • You must cease using the Services.
  • You remain liable for all unpaid balances (e.g., order deposits, shipping fees).
Sections 6 (Intellectual Property), 10 (Privacy Policy), 11 (Feedback), 15 (Disclaimer of Warranties), 16 (Limitation of Liability), 17 (Indemnification), and 19-24 survive termination.

SECTION 15 - DISCLAIMER OF WARRANTIES

OUR SERVICES AND PRODUCTS ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT EXPRESS OR IMPLIED WARRANTIES, EXCEPT AS REQUIRED BY EU LAW. WE DO NOT WARRANT THAT:
  • Custom products will exactly match your expectations (due to artisanal variations).
  • The website will be uninterrupted or error-free.
  • Fabric colors or textures will be identical to website images.
EU law mandates certain implied warranties (e.g., fitness for purpose, merchantable quality) that cannot be disclaimed—these apply to our products.

SECTION 16 - LIMITATION OF LIABILITY

TO THE FULLEST EXTENT PERMITTED BY EU LAW, Muselula SHALL NOT BE LIABLE FOR:
  • Indirect, consequential, or incidental damages (e.g., wedding delays, emotional distress) arising from your use of the Services or products.
  • Damages related to non-quality issues (e.g., changes in personal preference for custom gowns).
  • Losses caused by third parties (e.g., shipping carriers, payment processors).
Our total liability for any claim related to the Services or products shall not exceed the total amount paid for your order.

SECTION 17 - INDEMNIFICATION

You agree to indemnify and hold harmless Muselula, our Turkish workshop partners, Shopify, and their affiliates from any claims, damages, or liabilities (including attorney fees) arising from:
  • Your breach of these Terms.
  • Your violation of EU law or third-party rights.
  • Inaccurate information provided (e.g., incorrect measurements leading to product issues).

SECTION 18 - SEVERABILITY

If any provision of these Terms is deemed unlawful or unenforceable, it shall be severed from the Terms, and the remaining provisions shall remain valid.

SECTION 19 - WAIVER; ENTIRE AGREEMENT

Our failure to enforce any right under these Terms does not constitute a waiver of that right. These Terms, together with our Privacy Policy and Return & Refund Policy, constitute the entire agreement between you and Muselula—superseding all prior communications (oral or written).

SECTION 20 - ASSIGNMENT

You may not assign these Terms or your rights without our prior written consent. We may assign these Terms to a third party (e.g., in the event of a merger) without notice.

SECTION 21 - GOVERNING LAW

These Terms are governed by EU law and the laws of Turkey (where our workshops are based), with specific adherence to the EU Consumer Rights Directive and GDPR. Disputes shall be resolved by the courts of [your preferred EU jurisdiction, e.g., Paris, France or Berlin, Germany] or Istanbul, Turkey—at your option.

SECTION 22 - HEADINGS

Headings are for convenience only and do not affect the interpretation of these Terms.

SECTION 23 - CHANGES TO TERMS OF SERVICE

We may update these Terms from time to time. Changes will be posted on this page with a revised “Last Updated” date. For material changes (e.g., changes to cancellation policies), we will notify you via email at least 14 days before the changes take effect. Your continued use of the Services after the effective date constitutes acceptance of the updated Terms.

SECTION 24 - CONTACT INFORMATION

For questions about these Terms, please contact us at:

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