Refund & Returns Policy

Last updated: 2 September 2026

At ModeMuse Ltd, we want you to be happy with your purchase. If you are not completely satisfied with an item purchased from our website, you may be able to return it in accordance with this Refund & Returns Policy and applicable UK consumer law.

1. Our Returns Policy

You have the right to cancel most online purchases within 14 days of receiving your order without giving a reason, in accordance with the Consumer Contracts Regulations 2013.

After notifying us of your cancellation, you generally have a further 14 days to return the goods.

Items must be returned in an appropriate condition so that they can be resold. Where reasonably possible, items should be:

Unworn and unused
In their original condition
Returned with original tags and labels attached
Returned with original packaging where applicable
Free from stains, odours, makeup, pet hair or other signs of use

2. Items That Cannot Be Returned

For hygiene and safety reasons, certain products may not be eligible for return once unsealed or used where permitted by law.

This may include:

Underwear and intimate garments
Earrings or pierced jewellery
Personal-use or hygiene-related accessories
Items that have been personalised or made to your specifications
Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed

This does not affect your statutory rights where an item is faulty, damaged or not as described.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Photographs of the item where appropriate

We will assess the issue and, where applicable, offer an appropriate remedy in accordance with your statutory consumer rights. Depending on the circumstances, this may include a repair, replacement, refund or other appropriate remedy.

4. How to Request a Return

To request a return, please contact us at:

Email: admin@modemuse.co.uk

Please include your order number and the reason for your return.

We will provide the relevant return instructions.

Please do not send an item back without contacting us first, as this may delay the processing of your return.

5. Return Postage

If you are returning an item because you have changed your mind, return postage may be your responsibility unless otherwise stated by ModeMuse.

If an item is faulty, damaged, incorrect or not as described, ModeMuse will deal with the return in accordance with applicable consumer law.

6. Refunds

Once we receive and inspect your returned item, we will process any applicable refund.

Where you exercise your statutory cancellation right, refunds will generally be made using the original payment method.

Where applicable, we may refund the standard cost of the original delivery. Additional costs resulting from your choice of a more expensive delivery service may not be refundable.

Refunds may take several business days to appear in your account depending on your payment provider or bank.

7. Reduced-Price and Sale Items

Sale and promotional items may be returned in accordance with the same statutory rights that apply to other products, unless clearly stated otherwise.

A reduced price does not remove your legal rights if an item is faulty, not as described or otherwise does not conform to the contract.

8. Exchanges

Where possible, we may offer an exchange for another size or item. However, exchanges are subject to stock availability.

If the requested replacement is unavailable, we may provide an appropriate alternative or refund where applicable.

9. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.