The Muse Jewelers — Customer Care
Returns & Refunds
We want you to love every piece. If something isn't right, we're here to make it right.
Secure Checkout
Protected payment processing.
Tracked Shipping
Tracking provided after fulfillment.
Easy Returns
Clear return process and prepaid label.
Customer Care
Support within 1–2 business days.
At a Glance
Policy Summary
Return Window
14 Days
30 days during holidays
Cancellation
1 Hour
After order placement
Refund Processing
5–7 Days
After return is received
Restocking Fee
10%
On eligible returns
Important Policy Note
For hygiene, personalization, and quality-control reasons, returned jewelry must be unworn, unused, and sent back with its original packaging. If an item arrives damaged or incorrect, contact us within 48 hours of delivery so we can review it quickly.
01
Shipping
We aim to ship your order as quickly as possible. All orders are carefully inspected and packaged before dispatch.
- In-stock items are processed and shipped within 1–2 business days of order confirmation.
- Personalized items require 2–5 weeks to produce before shipping.
- If your order includes both in-stock and personalized items, we will ship them separately at no additional charge. You will receive individual tracking information for each shipment.
02
Returns & Exchanges
We want you to love your order. If something isn't right, we are here to help. Please review the conditions below before initiating a return.
Order Cancellations
You may cancel your order within 1 hour of placing it. After this window, the order will have entered processing and cannot be cancelled. Please contact us immediately at hello@themusejewelers.com if you need to cancel.
Return Window
- Returns are accepted within 14 days of delivery during regular seasons.
- During the holiday season (November 15 – January 15), the return window extends to 30 days.
- Items must be in their original, unworn condition with all original packaging and tags intact.
03
Return Eligibility
Not all items are eligible for return. Please review the table below before submitting a return request.
| Item Type | Return | Exchange | Refund Type |
|---|---|---|---|
| Non-personalized, full-price items | Eligible | Eligible | Original payment method (minus 10% fee) |
| Items purchased with a promo code | Credit Only | Eligible | Store credit only |
| Personalized / custom items | Final Sale | Final Sale | No return or exchange |
| Sale items | Final Sale | Final Sale | No return or exchange |
| Damaged or defective items | Eligible | Eligible | Replacement or full refund — no restocking fee |
⚠ Final Sale Items
Personalized, engraved, and sale items are final sale and cannot be returned, exchanged, or refunded unless they arrive damaged or incorrect. Please review your order carefully before completing your purchase.
04
How to Return
Initiating a return is simple. Follow the steps below to get started. All eligible returns include a complimentary prepaid return label.
- Email us at hello@themusejewelers.com with your order number and reason for return within the applicable return window.
- Our team will review your request and send a prepaid return shipping label within 1–2 business days.
- Once we receive and inspect your return, we will process your refund or store credit within 5–7 business days.
05
Refunds
Approved refunds are issued to the original payment method used at checkout, minus any applicable fees. Please allow up to 5–7 business days for the refund to appear on your statement after processing.
Restocking Fee
- A 10% restocking fee will be deducted from all eligible refunds.
- This fee does not apply to items that are damaged, defective, or incorrectly shipped.
- This fee does not apply to items returned for store credit.
Store Credit Issued When:
Store credit will be issued instead of a refund if an item is out of stock and cannot be replaced, or if an item is damaged and a replacement is unavailable. Store credit never expires and can be used on any future order.
06
Exchanges
Exchanges are available for non-personalized items only, within the standard 14-day return window (or 30 days during the holiday season).
- To request an exchange, contact us at hello@themusejewelers.com with your order number and the item you would like to exchange for.
- Exchanges are subject to product availability. If the desired item is unavailable, store credit will be issued.
- The 10% restocking fee does not apply to exchanges — only to refunds.
07
Store Credit
Store credit is issued as a digital gift card to your account and can be applied to any future purchase on themusejewelers.com.
- Store credit never expires.
- Store credit is issued for items purchased with a promo code (in lieu of a cash refund).
- Store credit is issued when a requested exchange item is out of stock.
- Store credit is issued when a damaged item cannot be replaced.
08
Contact Us
For all return, exchange, or refund inquiries, please reach out to our customer care team. We respond to all emails within 1–2 business days.
Customer Care
hello@themusejewelers.com
Please include your order number in all correspondence.
Email UsHow It Works
The Return Process
Contact Us
Email hello@themusejewelers.com with your order number and reason for return within the return window.
Receive Label
We'll review your request and send a complimentary prepaid return shipping label within 1–2 business days.
Ship It Back
Pack your item securely in its original packaging, attach the label, and drop it off at the carrier location.
Refund Issued
Once received and inspected, your refund or store credit will be processed within 5–7 business days.