Returns & Refunds

Every Muze London piece is made to order and cut to the measurements when you place your order. Work begins on your piece as soon as your order is placed.

For this reason we are not able to accept cancellations, change-of-mind returns or refunds. Please read this page in full before ordering, and ask us anything you are unsure about first. We would much rather answer questions before we cut than after.

Your legal rights if an item arrives faulty, damaged or not as described are set out in section 4 and are unaffected by anything on this page.

1. Made to order and made to measure

• Each garment is cut and hand-worked for you individually. 
  
• Once you place an order, your fabric is cut. A cut garment cannot be resold, reused or returned to stock.
• Production takes 2 to 3 working weeks from the date your order is placed.
  

2. Cancellations

• Orders cannot be cancelled once production has begun.
• If you need to change your size/measurements, contact us immediately. If we have not yet cut, we will do our best to help. Once cutting has started we cannot make changes.
• We cannot cancel or refund an order because an event has been postponed or cancelled, because plans have changed, or because the piece is no longer needed.

3. Change of mind

We do not accept change-of-mind returns, or refunds. 

If you are unsure about sizing, fabric, colour or styling, message us before you order. We are happy to advise, share additional photographs, and talk you through the measurements.

4. Faulty, damaged or incorrect items

Your rights under the Consumer Rights Act 2015 apply in full and are not affected by this policy.

If we send the wrong item Contact us within 48 hours of delivery with your order number and photographs. We will arrange collection or reimburse tracked return postage, and send the correct piece or issue a full refund.

If your item arrives damaged in transit Contact us within 48 hours of delivery with photographs of the item and the outer packaging, before wearing or altering the piece.

If your item is faulty

• Within 30 days of delivery: you may reject a genuinely faulty item and receive a full refund.
• Within six months of delivery: we will repair or replace the item. If repair or replacement is not possible, or does not resolve the issue, you are entitled to a refund. After the first 30 days a deduction may be made to reflect the use you have had.

What counts as a fault

• A defect in the making of the garment, such as a broken seam or a fastening that fails in normal use
• Embroidery, sequins or beading that comes away without being pulled or caught
• A garment that does not match the measurements you confirmed, outside our stated tolerance of half an inch
• An item that is materially not as described

What does not count as a fault

• Variation in the placement, density or finish of hand embroidery, adda work, zardozi, mirror work or hand dye
• Slight variation in shade between screen and garment, or between separate pieces of an outfit
• Damage caused by wear, or by snagging or catching on jewellery, nails, chairs, zips or other clothing
• Damage caused by washing, pressing, steaming, dry cleaning or storage contrary to the care instructions supplied
• Damage or fit issues caused by alteration by a third party
• Normal wear and softening on a delicate hand-worked silk garment after use
• A fit issue where the garment matches the measurements you confirmed

5. Worn items

Every piece is photographed and inspected before it leaves us, and every returned item is inspected on arrival and compared against our dispatch record.

Where an item is returned to us showing signs of having been worn, we are not able to refund it. Signs of wear include:

• Perfume, deodorant, make-up, hair product or fake tan marks
• Body odour, food or smoke
• Snagged, pulled, flattened or missing embroidery, sequins, mirror work or beading
• Hem, underarm or waistline marks, stretching or creasing consistent with wear
• Alteration, washing, dry cleaning or pressing
• Missing or detached tags, or a removed returns seal

6. Measurements and sizing

• You are responsible for the accuracy of the measurements you give us. Especially for made to measure pieces. 
  
• Our garments are made within a tolerance of half an inch of the confirmed measurements.
• Weight change, a different undergarment, or a preference for a looser or tighter fit after delivery are not faults, and alterations in these cases are at your own cost.
  

7. Colour, fabric and hand work

All of our pieces are silk and hand-worked. Screens, lighting and camera settings vary, and hand-dyed and hand-embroidered fabric carries natural variation from one piece to the next. Differences in shade, sheen or embroidery placement are characteristics of the craft, not faults. If an item is genuinely not the colour described, it is covered under section 4.

8. How to report a problem

1. Email muzelondon@gmail.com or message us on WhatsApp with your order number.
2. Include clear photographs of the issue in natural light, plus a photograph of the full garment and the tags.
3. Do not send anything back before we have confirmed it in writing. Unauthorised returns cannot be processed and will be returned to you.
4. Where a return is approved, we will confirm the returns address and a returns reference. Send the piece back tracked, with tags attached and in its original packaging.

Approved returns go to: Muze London Ltd, 9 Cresswell Grove, Birmingham, B24 0GA.

Refunds, where due, are issued to the original payment method within 14 days of us receiving the item back or receiving proof of return, whichever is sooner.

9. Our details

Muze London Ltd Registered office: 791 Cranbrook Road, Ilford, England, IG6 1HT Registered in England and Wales.
Company number: 16033063
Returns address: 9 Cresswell Grove, Birmingham, B24 0GA
muzelondon@gmail.com WhatsApp +44 7412 661597

10. If you are unhappy

Email us or message us on WhatsApp and we will respond within five working days.