To qualify for a return, your item must be:

• submitted for return within 30 days of delivery;
• unworn, unused and in its original condition;
• returned with its original tags, pouch, box and any other included materials; and
• securely packaged to prevent damage during transit.

For hygiene reasons, earrings may only be returned if their hygiene seal remains intact. Personalised or engraved items, gift cards and gift packaging are non-returnable. Items marked as final sale are non-returnable where permitted by applicable law. These exclusions do not apply to faulty or incorrectly supplied items and do not affect your statutory rights.

Customers located in the European Union or the United Kingdom have a statutory right to withdraw from an eligible online purchase within 14 days of delivery without giving a reason. To exercise this right, please submit your return request through our return portal within 14 days of receiving your order. Your statutory rights remain unaffected by our extended 30-day return policy.

Please request your return through your customer account:

1. Click the profile icon in the store menu, or go to the returns page.
2. Log in using the email address used for your order.
3. Open the verification email sent by our store and copy the six-digit code.
4. Enter the code in the online store.
5. Select the order you would like to return.
6. Choose the item or items you wish to return.
7. Select a return reason and add a short note.
8. Click Request return.

Once your request has been reviewed, we will send you the correct return instructions for your country. Please do not arrange or send your return before receiving these instructions. Returns sent without approval, through an unauthorised carrier or without the required documentation may be delayed or refused.

Unless we provide a prepaid return label, customers are responsible for the cost of change-of-mind return shipping. We strongly recommend using a tracked service and insure the package. Please retain your receipt and tracking information, as the parcel remains your responsibility until it reaches us.

You will not be charged return shipping or processing fees for a confirmed faulty, damaged or incorrectly supplied item.

Once your return has been received and inspected, we will email you to confirm whether it has been approved. Approved refunds will be issued to the original payment method within 5–10 business days after inspection. Your bank or payment provider may require additional time to display the refund.

Depending on the circumstances, your refund may be adjusted for:

• the prepaid return label or applicable return fee;
• return processing and customs handling fees;
• additional customs costs caused by incorrect return declarations;
• missing packaging, components or included materials;
• loss in value caused by handling beyond what is reasonably necessary to inspect the item; or
• the recalculation of a promotion, bundle or multi-item discount following a partial return.

Original delivery charges are non-refundable except where applicable consumer law requires the standard delivery cost to be refunded. Duties, taxes or customs charges paid directly to local authorities may not be recoverable. If a return does not meet the conditions of this policy, it may be refused. If requested, the item can be sent back to you at your expense.

We do not currently process direct online exchanges. If you would like a different item, size or style, please return the original item for a refund and place a new order.

If you receive a faulty, damaged or incorrect item, submit a request through the return portal and email hello@museofmyown.com with your order number and clear photographs of the issue. Once the issue is confirmed, we will arrange the return, replacement or another appropriate solution at no additional cost to you.

If an item was marked as a gift when purchased and shipped directly to you, you may be eligible to receive store credit for the value of the returned item. Once the return has been received and approved, the store credit will be issued as a gift card.

If your refund has not appeared within the expected timeframe:

1. Check your bank account or card statement.
2. Contact your bank or payment provider, as processing times may vary.
3. If the refund is still missing, email hello@museofmyown.com.

For assistance with a return or refund, please contact us at hello@museofmyown.com.

Customers returning from an EU country are responsible for arranging and paying for return shipping. Once your request is approved, we will provide the return address.

Please use a tracked and adequately insured service appropriate to the value of the item, and confirm that the carrier’s coverage includes jewellery. Keep your shipping receipt and tracking information until your refund has been completed. If a customer-arranged return is lost or damaged in transit, you will need to contact the carrier directly to make a claim. This does not affect your rights under applicable consumer law. There is no customs processing fee for returns sent from within the European Union.

Once your return request is approved, we will provide you with a prepaid return label and instructions for sending the parcel back. A return fee of €10, covering the prepaid label and return processing, will be deducted from your refund.

Please use only the label and instructions supplied by Muse of My Own. This allows us to process the parcel correctly as a return and helps prevent unnecessary customs charges. Additional customs, brokerage or handling charges resulting from altered documentation or failure to follow the provided instructions may also be deducted from your refund.

Returns from the United States must be sent through DHL and arranged only after your return request has been approved. The customer is responsible for booking and paying for DHL return shipping. A separate €20 return processing and customs handling fee will be deducted from your refund.

After approving your request, Muse will provide the information and documentation required to create the DHL return shipment, including:

• the correct return address;
• product descriptions and customs codes;
• the values that must be declared;
• the relevant original-shipment information; and
• the required return invoice or customs documentation.

Please enter the information exactly as provided. The parcel must be declared as returned merchandise relating to a previous export—not as a new commercial sale.

Returns sent through another carrier, booked before instructions are provided or completed using incorrect customs information may incur additional import VAT, duties, brokerage or handling charges. Any such charges billed to Muse may be deducted from your refund, or the return may be refused.

Customers returning from outside the European Union, United Kingdom or United States are responsible for arranging and paying for tracked return shipping. A return processing and customs handling fee of €20 will be deducted from your refund.

Please wait for your approved return instructions before arranging shipment. We will provide the correct return address and customs wording. The parcel must be declared as returned merchandise relating to a previous export. Any import VAT, duties, brokerage or handling charges resulting from incorrect or incomplete declarations may be deducted from your refund, or the return may be refused.

Please use a tracked and adequately insured service appropriate to the value of the item, and confirm that the carrier’s coverage includes jewellery. Keep your shipping receipt and tracking information until your refund has been completed. If a customer-arranged return is lost or damaged in transit, you will need to contact the carrier directly to make a claim. This does not affect your rights under applicable consumer law. There is no customs processing fee for returns sent from within the European Union.