#01

Delivery

Has my order been shipped?

Once your order ships, you will receive an email confirmation from us which will include a tracking link. If you do order before 14.00 GMT between Monday and Friday, your order will ship the same day unless otherwise specified on an individual product page.

Where is my order coming from?

All Muxu orders are sent from London, England.

Shipping

All Muxu orders ship with free delivery wherever you are in the world - nice.

How are international orders sent?

We use Royal Mail AirMail to fulfil all international orders.

Most international orders will require a signature on receipt, so we suggest choosing a delivery address during checkout that you know has a good chance of accepting the delivery, like your work address for example. If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up. Usually this means that it is now held at your local postal delivery office.

Your order may be liable for customs charges, but we are unable to say what these might be as they vary a lot between different countries. We will do our best to ensure that your order is processed smoothly, and take all measures to limit any of these charges with clear labelling.

Do you deliver to work addresses?

Yes, in fact we would recommend choosing a work address as your nominated delivery address to ensure somebody is around to sign for the package. However, you can create up to 5 delivery addresses during checkout, and choose between them each time you order.

#02

Returns

Muxu Returns Policy

All Muxu packages ship with a pre printed returns form and address label inside, making it very easy to return an item or entire order for any reason. Simply mark on the returns form whether you would like an exchange or simply a refund, and send it back to us with your returned item(s) within 30 days from the date of purchase. We do not charge postage for sending an exchanged item back to you.

We recommend returning your order using a trackable method as both customer and Muxu can track the return if there are any problems. Returns are the responsibility of the customer until received by Muxu.

When you return an item to us please be aware of our requirements:

  • Please do not remove tags or labels from an item
  • Steer clear of strong perfumes or deodorants that may leave a scent or mark on the item
  • Take every care to return the item in packaging that will offer adequate protection

 

If you require another returns form, please download it here. This form also includes details of our returns address, but you can also read that below:

Muxu - Returns Department
Unit E153 Riverside Business Centre
Haldane Place
London
SW18 4UQ
UK

Can I return my order for any reason?

As long as you return your order in saleable condition, (saleable means the item (s) is unused, with any tags or integral packaging still in place), you can return your order for any reason within 30 days of the purchase date for a full refund, excluding original shipping costs.

International returns

Follow our standard returns procedures, but please write 'Failed Sale' clearly on the exterior of the package, or on the customs form if relevant.

Have you received my return?

When we have received your return, we will email you to confirm receipt, and if applicable, refund or exchange your returned order. However, if you feel that your return is taking some time, please email us here.

When will my return be processed?

All returns will be dealt with as soon as they arrive back with us. If your return requires a refund to your method of purchase, this will be done straight away, with the funds returning to your account within 7 business days. However, PayPal payments are returned via email as soon as the refund has been processed.

I have requested an exchange, do I have to pay postage to receive the new item?

Not at all, we pay all postage costs to send an exchanged item / order back out to you, even if you live on the other side of the world.

#03

Shopping

Do you have a catalogue?

At this moment we do not have a catalogue, but please email us to register your interest and we will make sure you are one of the first to receive one.

Do I need to create an account to shop at Muxu?

Not at all, but if you become a regular customer, then it is a nice way of keeping track of delivery addresses and order history. However, you can checkout without creating an account if you wish.

I'm not sure what size I am…

Each product page includes a tab marked 'Sizing', which is specific to that product. If you are still unsure of your size after checking the chart, then please email us and we will happily spend some time making sure you get the perfect size!

How do I sign up for the newsletter?

Take a look at the bottom of the site, and you will see a link to sign up for the newsletter. You can unsubscribe from the newsletter at anytime by clicking the link on the footer of any Muxu email.

How do I change the details on my Muxu.cc account?

Simply login to the Muxu site, and navigate to your account area where all of your details can be edited.

#04

Payment

What payment methods do you accept?

We accept all major credit cards including AMEX, plus Maestro (formerly Switch) and Solo. In addition, you can also pay for your order using PayPal as an option during checkout.

What currencies can I use?

Whilst we have a level of automatic location recognition, you can still manually change your currency at the top of the site. Prices can be displayed in local currencies for UK, US, Canadian, Australian, Norwegian, Swedish, and Japanese visitors. Customers outside of the European Union will be billed on checkout without UK sales tax of 20%. If you choose a European Community delivery address, your order will include UK VAT of 20%.

What currency will I be charged in?

Whilst you can checkout in your preferred currency, your order will be processed in GB pounds, with the exception of PayPal orders which are processed in the currency you select whilst browsing the site. Currency exchange rates for card payments are updated throughout the day, so you can be assured that you are always getting the latest rate.

When will I be charged?

Payment is taken from your method of purchase during checkout.

#05

Contact

Customer service

If you have a question, simply email us at: customerservice@muxu.cc, and we will reply within a couple of hours. Alternatively, please visit the contact page here.

Press and Media

Whether you require print ready images, press articles, or a chat with Muxu, please contact hola@muxu.cc

Partnership / Commercial Enquires

For all partnership or commercial enquiries, please email: hola@muxu.cc

#06

Privacy

How we treat your personal details

Whenever you buy from Muxu we will always respect the privacy of your personal details and account information, whilst adhering to European rules that govern data collection and storage. We only store information that you submit when you create an account with us, and we will never divulge this information to a third party. In addition, you will always have the right to access and modify any data about you that is held by us, and request to delete your account should you so wish.

#07

Ethical Sourcing

Are Muxu products made using ethical practices?

All Muxu clothing is made in environments where we can be as sure as possible the facilities are adhering to high standards of welfare for the work force, and product quality. However, one of the very best things about being both an independent company is that we can head off to the airport and visit the production facilities anytime we like. That way we know exactly who is making our collection and what their day is like. This means a lot to us.

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