Thank you for shopping with The Muse Co. We are committed to delivering your orders quickly, safely, and efficiently. Please read our Shipping & Return Policy carefully before making a purchase.

Shipping Policy

1. Order Processing

  • All orders are processed within 1–3 business days after payment confirmation.
  • Orders are not processed or shipped on weekends or public holidays.
  • During peak seasons, promotions, or holidays, processing times may be slightly delayed.

2. Shipping Locations

We currently ship across:

  • Kenya
  • Selected international destinations (where applicable)

If your location is not available during checkout, please contact our support team for assistance.

3. Shipping Charges

Shipping fees are calculated based on:

  • Delivery location
  • Package weight and size
  • Shipping method selected at checkout

Shipping costs will be displayed before completing your order.

4. Estimated Delivery Time

Estimated delivery timelines:

  • Nairobi & nearby areas: 1–3 business days
  • Other regions in Kenya: 3–7 business days
  • International deliveries: 7–21 business days

Please note that delivery timelines are estimates and may vary due to courier delays, customs processing, weather conditions, or other unforeseen circumstances.

5. Order Tracking

Once your order has been shipped, you may receive a tracking number via email or SMS (where available) to monitor your shipment status.

6. Failed Deliveries

Please ensure your delivery details are accurate. We are not responsible for delays or failed deliveries caused by:

  • Incorrect addresses
  • Unreachable phone numbers
  • Customer unavailability during delivery

Additional shipping fees may apply for re-delivery attempts.

Return Policy

1. Return Eligibility

We accept returns for eligible products within 7 days of delivery, provided that:

  • The item is unused and in original condition
  • Original packaging, tags, and accessories are intact
  • Proof of purchase is provided

2. Non-Returnable Items

The following items may not be eligible for return:

  • Used or damaged items caused by customer handling
  • Clearance or sale items
  • Customized or personalized products
  • Items marked as non-returnable

3. Damaged or Incorrect Orders

If you receive:

  • A damaged item
  • A defective product
  • The wrong order

Please contact us within 48 hours of delivery with photos and order details so we can assist you promptly.

4. Return Process

To request a return:

  1. Contact our customer support team
  2. Provide your order number and reason for return
  3. Wait for return approval and instructions
  4. Ship the item back as instructed

Customers may be responsible for return shipping costs unless the return is due to our error.

5. Refunds

Once your returned item is received and inspected:

  • Approved refunds will be processed to the original payment method
  • Processing times may vary depending on your payment provider

Shipping fees are generally non-refundable unless the issue was caused by us.

6. Exchanges

We may offer exchanges for eligible items depending on product availability.

Contact Us

For any shipping or return inquiries, please contact us:

www.themuse.co.ke

Email: support@themuse.co.ke