HELP CENTER / FAQ

Ordering and delivery

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at hello@musetheskincompany.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. 

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via hello@musetheskincompany.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online or send us an email at hello@musetheskincompany.com

When will my order arrive?

Orders that require shipping within Australia will be delivered within 3-5 days with Standard Free Shipping and 1-3 days with Express Shipping.

Shipping to countries outside of Australia. may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We ship to most regions worldwide Free.

How much is shipping?

Australia 

Free / Standard Shipping :  3-5 days

$10 /  Express Shipping : 1-3 days 

 

Outside Australia 

Free / Standard International Shipping : 5-14 days. 

$25 / Express International Shipping : 2-3 days.

 

Need it sooner? 
Let us know : hello@musetheskincompany.com 

 

 

 

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns

Can I return an item?

You can absolutely return your item to us, within 7 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging. 

How do I return an item?

Please contact our team via hello@musetheskincompany.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you a return note. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for shipping when returning an item.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via hello@musetheskincompany.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Payment

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Do you accept Afterpay?

Yes, we offer Afterpay. You can choose to pay by Afterpay at checkout.

Can I pay with PayPal?

Yes, you can login to your PayPal account and choose to pay with PayPal.