Terms of service

Last updated: 12 August 2026

1. Who we are

This website is operated by Muze London Ltd.

Throughout these Terms, “we”, “us” and “our” mean Muze London Ltd, and “you” means the person using this site or buying from us.

2. About these Terms

By using this site or placing an order, you agree to these Terms and the policies referred to in them: our Privacy Policy, Shipping & Delivery Policy, Returns & Refunds Policy and Payment Policy, which all form part of these Terms.

We may update these Terms. The version in force is the one published here when you place your order.

3. Using our site

You must be at least 18, or have the consent of a parent or guardian.

You may not use our site or products for any unlawful purpose, transmit malicious code, interfere with the site's security, scrape or harvest data from it, or reproduce or resell any part of our content without written permission.

We may refuse service or terminate your access if you breach these Terms.

4. Products and descriptions

Our pieces are made by hand. Many are embroidered using adda work—hand embroidery worked on a traditional wooden frame with a fine hook to build the design stitch by stitch. It is the technique behind zardozi and aari embroidery, and can take days of skilled work on a single garment.

Because of this:

• Screen colours vary between devices, so shades may look slightly different in person.
• Some fabrics are hand-dyed, which produces natural variation in tone.
• Embellished pieces are delicate. Zardozi, adda work, sequins, mirror work and metallic thread can be damaged by wear, snagging, incorrect washing or pressing. Follow the care instructions supplied with your order.

These variations are characteristics of hand craft, not defects. If an item is genuinely not as described, section 9 applies.

Product descriptions, availability and prices may change without notice. We may limit quantities or discontinue any product.

5. Orders

Your order is an offer to buy. A contract is formed when we send a dispatch confirmation, not when you place the order or receive an order acknowledgement.

We may refuse or cancel an order where:

• The item is out of stock.
• A price or description has been listed in error.
• We cannot take payment.
• We reasonably suspect fraud.
• The order appears to be from a reseller or distributor.

If we cancel after payment, we will refund you in full within 14 days.

Ready-to-Wear items are in stock. Made-to-Order items are cut and finished after you order in our standard sizes. Both are covered by your right to cancel; see section 8. Customised and made-to-measure items are treated separately as explained in the Returns & Refunds Policy.

6. Prices and payment

Prices are in pounds sterling. Orders are charged in GBP. Any currency conversion shown is a guide only; your bank sets the exchange rate and may apply a foreign transaction fee.

Payment is taken in full when you place your order, including on Made-to-Order items, because production begins on payment.

Instalment options may be available at checkout. Any instalment plan is an agreement between you and the provider, subject to eligibility checks and terms, and not with us.

Prices exclude delivery, which is shown at checkout, and any import duties or taxes on international orders.

7. Delivery

Delivery times, charges and international estimates are set out in our Shipping & Delivery Policy.

We will deliver within the timeframe agreed and in any event within 30 days of your order, unless we agree otherwise with you. If we miss that, you may cancel and receive a full refund.

Risk passes to you when the goods are delivered to you or someone you have nominated.

For orders outside the UK, import duties and taxes are set by your country, payable by you, and not included in the price at checkout.

8. Your right to cancel

If you are a consumer, you have the right to cancel an eligible online order within 14 days of the day after you receive it, for any reason. You then have a further 14 days to return the goods.

To cancel, email muzelondon@gmail.com or message us on WhatsApp with your order number. A clear statement is enough.

You may handle and inspect the goods, but may not wear them to an event. Returned items must not show signs of use. If their value is reduced because they have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may deduct that reduction from the refund. On embellished and hand-worked garments this may be a substantial deduction, up to the full value where an item can no longer be resold.

Signs of use include:

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

We photograph every item before dispatch and inspect every return on arrival.

We will refund the price paid plus the standard delivery charge, but not any upgrade to express delivery, within 14 days of receiving the goods back or proof of return, less any valid deduction. We will tell you about any deduction and provide photographs.

You are responsible for change-of-mind return postage. Full details are in our Returns & Refunds Policy.

9. Faulty or misdescribed goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Within 30 days of delivery, you may reject a genuinely faulty item and receive a full refund.

What counts as a fault: a defect in the making of the garment, such as split cloth, a fastening that fails in normal use, broken embroidery, or an item that is not as described.

What does not count as a fault:

• Variation in the placement or density of hand embroidery, adda work or hand dye.
• Damage caused by wear, snagging, or catching on jewellery, nails, chairs or other clothing.
• Damage caused by washing, pressing, steaming, dry cleaning or storage contrary to the supplied care instructions.
• Damage caused by alteration by a third party.
• Normal wear on a delicate hand-worked garment after use.

Every piece is inspected and photographed before dispatch. If you report a fault, email or WhatsApp us within 30 days with your order number and clear photographs. We will compare them with our dispatch record.

Within six months, we will repair or replace a faulty item. If that is not possible or does not resolve the issue, you are entitled to a refund. After the first 30 days, we may make a deduction to reflect the use you have had.

These rights apply in addition to your right to cancel under section 8.

10. Your content

If you send us feedback, ideas, photos or other material, you grant us a non-exclusive, royalty-free licence to use, edit and publish it. You confirm that it is yours to share, does not infringe anyone's rights, and contains nothing unlawful.

We will always ask before featuring a customer photo on our site or social channels.

11. Third-party links and tools

Our site may link to, or make available, content and tools from third parties. We do not control them and are not responsible for their content, accuracy or terms. Any dealings with them are between you and them.

12. Our liability

Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Breach of your statutory rights as a consumer.
• Anything else that cannot be limited or excluded by law.

Subject to that, we are not liable for losses that were not foreseeable when the contract was made, or for loss arising from use of the goods for business purposes, including loss of profit, business or business opportunity.

We do not guarantee that the site will be uninterrupted or error-free.

13. Events outside our control

We are not liable for failure or delay caused by events outside our reasonable control, including carrier delays, customs, extreme weather, industrial action or restrictions on trade. If such an event occurs, we will tell you. If the delay is substantial, you may cancel and receive a full refund for anything not yet delivered.

14. Complaints

Email muzelondon@gmail.com or message us on WhatsApp. We will respond within five working days. If we cannot resolve the issue, you can contact Citizens Advice or your local Trading Standards service.

15. General

If any part of these Terms is found unenforceable, the rest continues to apply. Our failure to enforce a right does not waive it. These Terms are between you and us, and no one else has the right to enforce them.

16. Governing law

These Terms are governed by the laws of England and Wales, and disputes will be dealt with by the courts of England and Wales.

If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of your own country. If you live outside the UK, nothing in these Terms removes the protection of any mandatory consumer laws in your country.

17. Contact