FAQ'S
ORDERS/PAYMENTS:
When will my pre-order item be shipped?
Each pre-order item comes with an estimated delivery date mentioned in the product description. If you're looking for more specific details or an update, feel free to reach out to us at eshop@ninemusesclothing.com
Can I cancel my order?
Once your order has been placed, it begins processing right away, so cancellations aren't possible. If you're considering a pre-order cancellation, please email our customer care team at eshop@ninemusesclothing.com for assistance.
Can I modify my order?
If you need to make changes, please reach out to us within an hour of placing your order to allow us the best chance of making adjustments. While we’ll do our best, please note that peak periods and weekends may affect our ability to make modifications in time.
I haven't received my order confirmation yet. What should I do?
If you’ve placed an order but haven’t received a confirmation email, it might be due to an incorrect email address or the email landing in your spam folder. Check there first, and if you still haven’t received it, contact us at eshop@ninemusesclothing.com with your order details.
Can I pick up my order from your warehouse?
As our warehouse is dedicated to processing orders, we do not have a physical retail location, so picking up items in person is not an option.
What payment options do you accept?
We accept payments through a range of methods including Amex, Visa, Mastercard, PayPal, Afterpay, Klarna, Zippay, as well as gift cards and credit notes.
RETURNS/CREDIT NOTES:
What’s your Christmas returns policy?
To make holiday shopping even easier, we’ve extended our returns period for items purchased between December 1st and 21st. You’ll have until January 21st of the following year to return eligible items.
How can I return an item?
Returning items is simple! Make sure the item meets our return requirements (check the returns policy for details).
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Australian Customers: Use our returns portal to submit your return and receive an RMA number.
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International Customers: Fill out the returns form that comes with your order and send it back to us. Please note, return shipping is at your expense.
Do you offer exchanges?
Yes! If you’d like to exchange an item, complete the return form that comes with your order and send the item back to us. Exchanges are subject to stock availability and must be of equal or higher value. If exchanging for a lower-value item, we’ll issue a credit note for the difference (excluding shipping).
Can I get a refund?
Refunds are available for full-price items, but sale items, promotional purchases, or items bought with discount codes are not eligible for refunds. In such cases, exchanges or credit notes can be provided.
How do I get a refund if I paid with AfterPay, Klarna, or ZipPay?
Refunds are processed as normal. Payments made towards the order will be refunded, and any future payments will be canceled. For specific refund information, check with the respective payment provider:
What’s your general returns policy?
We offer a 14-day return window for Australian customers and 30 days for international returns. Sale items are non-returnable, and items purchased during a promotion are eligible for exchanges or credit notes only. Items must be returned in their original packaging and in unused, unwashed condition. Please note, return shipping is at your cost.
DELIVERY/SHIPPING:
Has my order been dispatched?
We process orders Monday through Friday, excluding public holidays. Once processed, your order will typically be dispatched within 48 hours.
What happens if I’m not home to sign for my parcel?
For Australian customers, you can opt for a “Safe Drop” where your parcel will be left in a secure location. For international customers, a signature will be required.
What if I missed my delivery and it’s being returned to the warehouse?
If your parcel is returned to us due to missed delivery, incorrect address, or other reasons, we’ll be happy to resend it at your expense.
How can I track my order?
Once your order is dispatched, you’ll receive a confirmation email with tracking details. You can track your order via our chat feature on the website by entering your order number and email.
Why do I need to pay extra for clearance fees?
Customs duties, taxes, and other fees may apply based on your country’s regulations. These charges are the responsibility of the customer and are not included in your purchase or shipping fees.
GENERAL INQUIRIES:
Can I buy items directly from your warehouse?
We currently don’t have a retail space, so all orders are processed through our online store only.
I received a faulty item. What should I do?
We’re sorry! If you receive a faulty item, please email us with images of the damage and we’ll arrange a return and replacement. If a major fault is found, we’ll offer a refund, exchange, or credit note.
SECURITY:
How is my payment information protected?
We do not collect or store any credit card information associated with your purchase. All payment information is securely processed via trusted third-party platforms.