Muse by Mala
Returns & Refunds Policy
At Muse by Mala, each veil is carefully sourced, handcrafted, and quality-checked before dispatch. Due to the delicate and ceremonial nature of our products, we encourage customers to review all product details, measurements, colours, and imagery carefully before placing an order.
1. Ready-Made Veils
If you wish to return a ready-made veil, you must notify us within 14 days of receiving your order.
To be eligible for a return, the item must be:
- Unworn and unused
- In its original condition
- Returned with all original packaging
- Free from makeup, perfume, hair products, odours, stains, marks, alterations, damage, or any signs of wear
As bridal veils are occasion-wear products intended for special events, all returned items will undergo a thorough inspection. Returns will only be accepted if the veil is received in its original, unworn, unused, and resaleable condition.
Any item showing signs of wear, use, styling, photography, event use, makeup, perfume, hair products, alterations, damage, or handling beyond what is reasonably necessary to inspect the item may not be eligible for a refund.
For quality assurance purposes, any protective ribbons, tags, seals, or packaging provided with the veil should remain intact. Items returned without their original packaging or protective elements may not be eligible for a refund.
The customer is responsible for arranging and covering the cost of return shipping.
2. Custom Veils
Due to the bespoke nature of custom-made veils, all custom veil orders are final.
Once production has commenced, custom veil orders cannot be cancelled, returned, refunded, or exchanged.
3. Exchanges
We do not offer exchanges.
If you would like a different veil, a new order must be placed.
4. Non-Returnable Items
The following items are not eligible for return or refund:
- Custom-made veils
- Personalised items
- Sale or promotional items
- Gift cards
- Any item that has been worn, used, altered, damaged, or is not returned in its original condition
5. Refunds
Once a returned item has been received and inspected, we will notify you regarding the outcome of your return request.
If approved, your refund will be processed to the original payment method within 5-10 working days.
Original shipping costs are non-refundable.
6. Damaged or Incorrect Items
We take great care when inspecting and packaging every order.
If you receive an incorrect item or believe your order has arrived damaged, please contact us within 48 hours of delivery and provide:
- Your order number
- Clear photographs of the item
- Photographs of the packaging and shipping label
All claims will be reviewed on a case-by-case basis. Muse by Mala reserves the right to determine the appropriate resolution, including replacement, repair, store credit, or refund where applicable.
7. Colour & Handcrafted Variations
Please note that slight variations in colour, embroidery placement, embellishments, beading, and handcrafted details may occur.
These variations reflect the artisanal nature of our products and are not considered faults or defects.
8. Contact Us
If you have any questions regarding our Returns & Refunds Policy, please contact us through the contact information provided on our website.