After Sales FAQs
How can I cancel my order, before and after payment?
1.Cancellation before payment
- If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.
- The original order number
- Withdrawing an order after payment
- If you have already paid for an order and want to cancel it, please contact our Customer Service Department at email@example.com as soon as possible.
- If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.
- If the package has already been dispatched, then we are not able to cancel or change the order.
- If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department at firstname.lastname@example.org and we will process the updated order; there is usually no additional fee for this service.
payment as credit for future orders.
2.How can I return purchased items to muhize?
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service at email@example.com, please provide us with the following information:
The original order number
The reason for the exchange
Photographs clearly showing the problem with the item
Details of the requested replacement item: the item number, the name and color
Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.
The return can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.
3.Under which circumstances would an item be able to be exchanged or returned?
Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 30 calendar days after receiving the garment-it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.
We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.
All returned and exchanged items must be returned within 30 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, is damaged, has had its tags removed, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.
4.Where do I return the item?
After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to our warehouse. Once we have received the item(s), we will confirm the information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.