At Muse of My Own, we want you to love your jewelry. If something is not quite right, you may request a return in line with the policy below.
Please read the full guidelines before sending your order back, especially if you are returning from outside the European Union.
Eligibility for Returns
To qualify for a return, items must be:
- returned within 30 days of receiving your order
- unused, unworn, and in their original condition
- returned in the original packaging, with all tags, pouches, boxes, and included materials intact
- accompanied by proof of purchase, such as your order confirmation or receipt
Custom, personalized, gift card, and final sale items are not eligible for return or exchange unless they are defective, incorrect, or where return is required by applicable law.
Legal Right of Withdrawal
If you are located in the EU or the UK, you have the legal right to withdraw from your purchase within 14 days of delivery without giving a reason.
To exercise this right, please notify us by email at hello@museofmyown.com within 14 days of receiving your order.
If items purchased as part of a promotion, bundle, gift-with-purchase, or multi-item discount are partially returned, the promotion may be recalculated and your refund adjusted accordingly.
Sale items remain eligible for return where required by applicable law. However, sale items cannot be combined with additional discount codes unless explicitly stated.
How to Request a Return
To start a return, please request it through your customer account:
- Click the profile icon in the store menu, or go to the returns page.
- Log in using the email address used for your order.
- Open the verification email sent by our store and copy the six-digit code.
- Enter the code in the online store.
- Select the order you would like to return.
- Choose the item or items you wish to return.
- Select a return reason and add a short note.
- Click Request return.
Once your return request is reviewed, we will send you the return instructions.
Please do not send items back without requesting a return first. Returns sent without approval or without the required information may be delayed or refused.
Return shipping costs
Unless otherwise stated, customers are responsible for arranging and paying for return shipping.
We strongly recommend using a tracked shipping service. The parcel remains the customer’s responsibility until it reaches us.
Original shipping costs are non-refundable unless the return is due to our error or unless otherwise required by applicable law.
EU returns
For returns from EU countries, customers are responsible for arranging and covering the cost of return shipping.
Please use a tracked carrier of your choice and send the parcel to the return address provided after your return request is approved.
United Kingdom returns
For returns from the United Kingdom, customers are responsible for arranging and covering the cost of return shipping.
Because UK returns require additional customs processing, a €20 return processing and customs handling fee will be deducted from your refund.
To avoid unnecessary customs charges, the parcel must be clearly marked as:
Returned goods / Return of previously exported item / No commercial sale
The customer is responsible for ensuring the return is declared correctly. If the parcel is incorrectly declared and we are charged import VAT, customs duties, brokerage fees, handling fees, or other customs-related costs, these costs may be deducted from your refund.
If your original order was delivered by DHL Express, we strongly recommend using DHL Express for your return as well. Using the same carrier helps identify the parcel as a returned item and link it to the original export, rather than treating it as a new import. If another carrier is used, or if the parcel is not declared correctly, import VAT, customs duties, brokerage fees, or handling fees may be charged again. Any such charges billed to us may be deducted from your refund.
Returns from outside the EU and UK
For returns from outside the EU and UK, customers are responsible for arranging and covering the cost of return shipping.
Because international returns require additional customs processing, a €20 return processing and customs handling fee will be deducted from your refund.
If your original order was delivered by DHL Express, we strongly recommend using DHL Express for your return as well. Using the same carrier helps identify the parcel as a returned item and link it to the original export, rather than treating it as a new import. If another carrier is used, or if the parcel is not declared correctly, import VAT, customs duties, brokerage fees, or handling fees may be charged again. Any such charges billed to us may be deducted from your refund.
The parcel must be clearly marked as:
Returned goods / Return of previously exported item / No commercial sale
The customer is responsible for correctly declaring the parcel. Muse of My Own is not responsible for import VAT, customs duties, brokerage fees, handling fees, or other customs-related charges caused by incorrect or incomplete customs declarations.
If such costs are billed to us, they may be deducted from your refund or the return may be refused.
Refunds
Once your return has been received and inspected, we will notify you about the status of your refund.
For eligible returns, refunds are issued to your original payment method within 5–10 business days after the return has been inspected.
Please note that your bank or payment provider may need additional time to process the refund.
Refunds may exclude:
- return shipping costs
- return processing or customs handling fees for non-EU returns
- additional customs charges caused by incorrect return declarations
- non-refundable payment processing costs, where permitted by applicable law
- original shipping fees, unless refundable under applicable law or unless the return is due to our error
Partial refunds may be issued if an item is returned with signs of wear, damage, missing packaging, missing components, or any condition that prevents it from being resold as new.
If a return is rejected, the item can be sent back to you at your expense.
Exchanges
We currently do not offer direct online exchanges.
If you would like a different item, size, or style, please return your original order for a refund and place a new order.
If you received a defective or incorrect item, please contact us at hello@museofmyown.com with your order number and clear photos. If the issue is confirmed, we will arrange a replacement or another suitable solution at no extra cost.
Gift returns
If your item was marked as a gift at purchase and shipped directly to you, you may be eligible to receive store credit for the value of the returned item.
Once the return is received and approved, a gift card will be issued.
Late or missing refunds
If you have not received your refund within the stated timeframe:
- Check your bank account or card statement.
- Contact your bank or payment provider, as posting times may vary.
- If you still have not received your refund, email us at hello@museofmyown.com.
Contact
For any questions about returns or exchanges, please contact us at: hello@museofmyown.com
We reserve the right to refuse returns that do not meet the conditions outlined in this policy.