FAQ’S

FREQUENTLY ASKED QUESTIONS

Do you offer free shipping?

Yes! We offer free shipping for orders over $80NZD. 

I have entered an incorrect address what do I do now?

Simply reply to your order confirmation email and confirm. Once you double check if the address is wrong kindly notify us via email at at muse.jewellerynzltd@gmail.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission. 

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction are authorised and approved. Your credit card information is not stored on our servers. 

How long does shipping take?

Typical domestic delivery time frame is 3-7 days for standard and 2 days for Express. However, you may receive your items much earlier. 

International delivery time frame is between 5-30 days (depending on where in the world you are). 

Tracking is provided with every purchase and you will be able to track the progress of your delivery every step of the way.

What payment methods do you accept?

We accept Visa, MasterCard, AMEX, Bancontact, iDeal, Shop Pay, Apple Pay and Google Pay. 

Prefer to direct bank transfer? We accept bank transfer too!

Prefer to make an order over the phone? No problem! Just send us an email at muse.jewellerynzltd@gmail.com with your best contact number and one of our customer service representatives will give you a call to complete your purchase. 

Refund Policy

I am not in love with my order, can it be returned? What if there is an issue? 

We offer a 100% money back guarantee if the product is defective or damaged. We allow you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product, we will refund the full amount of your original purchase. Please carefully include name and order number on the returned parcels. 
 
Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

To start a return you can contact us at: muse.jewellerynzltd@gmail.com or complete the contact form with name and order details 

I haven’t received my order what should I do?

Please contact us at muse.jewellerynzltd@gmail.com

How will my refund be paid?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at muse.jewellerynzltd@gmail.com 

Can I return a gift I received?

Gift recipients will be entitled to an exchange or non-refundable merchandise credit only if accompanied by a gift receipt.

Products & Care

What if the item I want is out of stock?

If an item is out of stock, please send us an email regarding the item and we will advise you when/if it will be in stock again. Most of our items aren’t out of stock for long and we can certainly notify you when it is back in stock.

Do you provide warranty?

Under our warranty, we’ve got your back 100%. This means that for 12 months from the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of jewellery occurs.

Contact us and we will work together to gather a resolution, we work with expert artisans and manufacturers to create timeless, long-lasting jewellery.

This also means that the warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of Muse Jewellery Nz Ltd.

What is the best way to extend the life of my jewellery?

As huge jewellery lovers, it is recommended that you do not wear any jewellery (ours or others) in the shower, always take your jewellery off before going to bed and before cleaning with harsh chemicals and washing your hands/using hand sanitiser.

It’s always a good idea to put your jewellery on last after make up, hairspray or perfume. 

We strongly believe in limiting exposure to any chemicals in order to ensure your jewellery withstands the test of time.

How do I subscribe to your newsletter?

Simply enter your email in the space provided at the bottom of every page on the site, and click ‘Join’. If you create an account with Muse Jewellery Nz Ltd you will be automatically subscribed to our mailing list unless you choose to opt out. Creating an account will also allow you to create Wishlist’s, submit product reviews, check prior orders and check out faster.

How do I unsubscribe to your newsletter?

Simply click the ‘unsubscribe’ link at the bottom of any of our emails, or email muse.jewellerynzltd@gmail.com and request removal from our mailing list.

I have questions that haven’t been answered, are you able to help urgently?

Absolutely! Please send us an email to muse.jewellerynzltd@gmail.com and we will be happy to assist you in any way we can. 

We receive a large number of emails. If you wish to get a prompt response please attach your order number and address the problem clearly.