Refund policy

Return and Refund Policy

 

Last updated: 2 May 2026

 

We want you to love every piece you receive from Urban Muze. If something is not quite right, this Return and Refund Policy explains how returns, exchanges, and refunds work. By placing an order with us, you agree to the terms set out below. This Policy forms part of our Terms of Service.

 

Section 1 — Return Window

 

You have thirty (30) days from the date you receive your order to request a return. Requests received after this period will not be accepted.

 

Section 2 — Eligibility

 

To be eligible for a return, the item must be in the same condition that you received it: unused, unworn, with all original tags attached, and accompanied by its dust bag, authenticity card, branded packaging, and any other accessories that were included in your order. We may refuse a return or apply a partial refund if the item shows signs of wear, damage, alteration, missing components, or use of fragrance, cosmetics, or other substances.

 

For sunglasses, the lenses must be free of scratches and the original protective film, where supplied, must remain in place.

 

Section 3 — Items Not Eligible for Return

 

The following items cannot be returned:

 

items marked as "Final Sale" at the time of purchase;

 

personalised, monogrammed, or made-to-order items;

 

items returned after the 30-day window;

 

items received in a condition that does not meet the eligibility requirements in Section 2;

 

gift cards.

 

Section 4 — How to Start a Return

 

To start a return, please contact us through the contact form on our website at urbanmuze.com or via the contact details listed on our Contact page. Please include your order number, the item you wish to return, and the reason for the return. Once your return request is approved, we will send you instructions and, where applicable, a prepaid return shipping label.

 

Items sent back to us without first requesting a return will not be accepted.

 

Section 5 — Return Shipping

 

We offer free return shipping on eligible returns within the regions we service. If your order was shipped to a destination outside our covered return regions, you may be responsible for the return shipping cost. We recommend using a tracked and insured shipping service, as we are not liable for items lost or damaged in transit back to us.

 

Section 6 — Inspection and Refunds

 

Once we receive your return, our team will inspect the item to confirm it meets the eligibility criteria. We aim to complete inspections within five (5) business days of receipt and will notify you by email of the outcome.

 

If your return is approved, we will issue a refund to your original payment method. Please allow up to ten (10) business days for the refund to appear on your statement, depending on your bank or card provider. Original shipping charges (where applicable) are non-refundable, except where the return is due to our error or a faulty item.

 

If your return is not approved, we will contact you to arrange the return of the item to you at your cost, or to discuss other options.

 

Section 7 — Exchanges

 

The fastest way to exchange an item is to return the original piece and place a new order for the replacement once the return has been approved. This ensures the item you want is reserved for you and not sold to another customer.

 

Section 8 — Faulty, Damaged, or Incorrect Items

 

Please inspect your order on delivery and contact us immediately if the item is faulty, damaged in transit, or if you have received the wrong item. Please provide your order number, photographs of the issue, and a brief description. We will work with you to resolve the issue, which may include arranging a replacement, repair where appropriate, or a full refund including shipping costs.

 

Section 9 — Order Cancellations

 

If you wish to cancel an order, please contact us as soon as possible. We will do our best to accommodate cancellation requests, but once an order has entered our packing and shipping process we may be unable to cancel it. In that case, you can return the item under this Policy once it has been delivered.

 

Section 10 — Sale Items and Promotions

 

Items purchased on promotion or with a discount code are eligible for return on the same terms as full-price items, unless they are marked as "Final Sale". Refunds will reflect the actual amount paid after any discount.

 

Section 11 — Gifts

 

If the item was marked as a gift when purchased and shipped directly to you, the refund will be issued to the original purchaser's payment method. If you would like to return a gift, please contact us so we can guide you through the process while respecting the gift-giver's privacy.

 

Section 12 — Contact Us

 

For any questions about returns, exchanges, or refunds, please contact us through the contact form on our website at urbanmuze.com or via the contact details listed on our Contact page. Our team will be happy to help.