Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
Last updated: 8 days ago 2023
-
Customer Service
-
Shipping & Delivery
-
Custom Request
How do I place an order?
You can easily buy one of our one-off items. Simply add as many items as you wish to your shopping cart.
Once you are ready to proceed with the order, do so by going to the cart and clicking "checkout
Which payment methods do you accept?
Credit Cards
We accept Visa, Mastercard, and American Express. Please note that cards issued by local banks which do not carry one of the below logos will not be accepted by our global processing service. In such cases, we recommend PayPal as an alternative.
iDEAL
This is an online payment method where you can pay through your own bank account.
Klarna
We support Afterpay or split payment.
PayPal
Use any payment method available in your country to fund your PayPal account. Once funded, you can use our single-click PayPal Express feature to speed through checkout.
Store Credit & Gift Certificates
You can use store credit or a gift certificate/gift code. Each gift certificate carries a unique code which you can easily enter during checkout. They never expire and may be combined with promotions and rebates.
Other Payment Options
Amazon Pay, Amex, Apple Pay, and Google Pay
Returns and Refunds Policy
Your satisfaction is priority to us.
We extend a 14-day return policy for your convenience.
To qualify for a return, items must remain unused, undamaged, and accompanied by proof of purchase. Kindly email service@saintmuze.com with the subject 'Returns', including your order number, name, and reason for return.
Upon receipt, we'll provide instructions for returning the goods. We strongly advise obtaining proof of postage to prevent any potential issues with lost packages. Please note, customers are responsible for return shipping costs.
Upon inspection of the returned item, you'll receive a confirmation email regarding the refund status. Approved refunds will be processed promptly and credited back to your original payment method.
For apparel returns, ensure all original tags remain attached.
Be mindful of potential transfers from deodorants, makeup, or perfumes, and take caution with jewelry that may snag or tear fabric.
Policy: SAINTMUZE reserves the right to decline returns not meeting the criteria. Rejected items will be returned to the original shipping address. To prevent this, reach out to our Customer Experience team to address any concerns before initiating a return, especially regarding items such as tops, which cannot be returned due to hygiene reasons.
When is the Next Saint Muze drop?
Each month we will announce the date & time with our exclusive drops on all our socials.
Can I see the bags in real life?
We are participating in multiple events all over Europe, such as joining pop-up stores, showcasing the pieces at sneaker events & fashion shows. Keep an eye on our social media channels to stay updated on the next event.
I am an Influencer, can I reach out to you?
Yes, you can! We are happy to work with people who want to join us on our upcycling journey.
Mail to: service@saintmuze.com
Do you ship internationally?
Yes we do! We ship to all countries worldwide. We love to take you all with us on our upcycling journey.
How long will it take for my package to arrive?
Netherlands: 1 - 2 business days
Europe: 4-7 business days
Outside Europe: 7-12 business days
However, in some instances, delivery may be delayed depending on your country's customs.
Saint Muze is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.
How do I know if my order is shipped and on its way?
Once you place an order, you will receive an automatic confirmation email. When your order has been processed and is ready to leave our Atelier, you will receive another email with shipping information. Please use the appropriate carrier's tracking features to determine when your package has been picked up and is in transit. Allow 2 to 3 business days from the time you place your order for its status to update.
There's been a mix-up with the mail courier.
My package was delivered to the wrong address / says it has been delivered but has not been?
The first thing you should do is contact your courier service directly. Once the package leaves our Atelier, we are no longer responsible for it and won't have any information to offer you. However, we are more than happy to help you open a claim if the courier service has lost your package.
How does a custom inquiry works?
You can start your custom order on the Custom Request page. Fill out all the questions.
After submitting the form, the design team will get back to you within 2 business days to go through everything. If you agree to everything, the team will start working on your order. This includes searching for the perfect vintage materials to rework and ensuring that we deliver your dream piece!
Can I return my custom order?
No, because the piece is specially made for you with all your wishes to make it your dream item.