We hope you love what you've ordered from MUSETOPIA! But just in case you're not 100% satisfied, please feel free to contact us via customerservice@musetech.group.
1. 30 Days Return
(1) For products purchased on the website, you can submit a request to return any product within thirty (30) calendar days from the shipment date of the product. Special Clause for Nike & Specific Collections: For items identified as part of the Nike Collection or other limited-edition footwear, return requests must be submitted within seven (7) days of receipt. Any request beyond this period will be automatically rejected.
(2) After submitting your online return request, please send your returned product(s) within 3 business days. If products are sent outside of this timeframe, MUSETOPIA reserves the right to deny a return.
(3) Once the return request has been approved, the precise return location will be announced.
2. Return Shipping Fee
(1) If the product has no quality problem, the return fee shall be borne by the buyer.
(2) We do not offer free return shipping or a shipping label, nor do we refund any fees incurred for shipping returns. (Quality issue excluded)
3. How do I make a return?
a): Initiate via our New Returns Portal. Please fill in the order number and email to submit your return request in the Returns Center.
👉 CLICK HERE
b): Shipping Instructions
Once the return request has been approved, the precise return location will be announced.
NOTE ON RETURN LABELS:
MUSETOPIA currently does not provide prepaid return shipping labels.
4. Return Conditions
The returned products must meet the following conditions in order to be accepted by us:
(1) Return requests must be submitted within thirty (30) calendar days from the delivery date (based on the tracking record).
Special Clause for Nike & Specific Collections: For items identified as part of the Nike Collection or other limited-edition footwear, return requests must be submitted within seven (7) days of receipt. Any request beyond this period will be automatically rejected.
(2) The products are in their original condition (for example, the products & hangtags are kept intact, unused, unwashed, or unaltered, with no stains or cosmetics on the products), and the conditions for resale of the product have not been affected.
(3) The outer package of the product is intact (including the plastic bag or box; please do not stick any tape or labels directly on our shoe boxes; please put the shoe box into another box or bag). The product accessories, instructions, tags, and labels that came together with the product are intact and need to be returned together.
(4) If the product / parcel included additional gifts (gift with purchase promotion), the gifts must be returned together with the product. The gift needs to be kept and returned in the same condition as it was received. If the gift cannot be returned, we might ask you to pay an amount equal to the price of the gift indicated by us.
(5) We will reject and not process any refund on any returned item that has been damaged, soiled, washed, worn, or altered, and may return such items to you at your cost.
(6) Upon receipt of the return, MUSETOPIA reserves the right to deny a return if the merchandise does not meet the return policy requirements.
5. Return Exclusions
(1) Products not sold through our official website (i.e., musetopia.co)
(2) Customized products without quality problems.
(3) Underwear, socks, clearance-priced goods or items marked as "Final Sale" and selected limited edition products without quality problems.
(4) If the product has been used, washed, processed (e.g., altered size), soiled, or damaged, the logo is cut, and other merchandise is not in resale condition.
(5) If the electronic invoice or order number issued at the time of purchase is lost.
(6) If you have not submitted a request to return the product within the return period allowed.
(7) For orders placed online during a specific program, some items are non-returnable, non-refundable, and non-exchangeable. Please refer to the program’s terms & conditions for details.
(8) Note that the following situations are not considered quality issues:
Production characteristics: Loose threads, rough edges, differences in thickness/texture, and color variations caused by monitor display settings are not considered quality issues.
Subjective preferences: Returns due to dissatisfaction with style, color, or personal preference are not quality issues.
Post-purchase issues: Damage caused by use, washing, improper care/maintenance, self-repair, modification, or other human factors is not a quality defect.
Size discrepancies (please check the size before purchasing): Please refer to our size chart before buying; our customer service team only provides recommendations. Returns or exchanges due to incorrect size selection are not considered quality issues.
Design variations: Due to differences in design and style, slight discrepancies may exist for the same size of goods. Please refer to the actual size.
6. When will I get my refund?
(1) For the returned products, once we confirm that the return conditions and requirements are met, we will process the refund of the actual amount paid by you within 7 business days after we receive the returned product(s).
(2) The refund will be issued to the original payment account/card used to purchase the item(s). We do not accept refunds from alternative cards or different payment methods.
(3) Please note that processing payments may take up to 7 to 10 additional business days for the refund to be credited to your account. The time of actual refund to your account depends on different banks' or payment platforms' operations.
(4) We have the right to only partially refund you the amount if your returned products that were bought together with other products entitled you to enjoy our threshold promotions or offers.
7. Order Cancellation
(1) Pre-Processing Cancellation: You may cancel your order within 12 hours of placing it by contacting customer service at customerservice@musetech.group, as long as the order has not yet entered the shipping phase. Please include your order number in your message.
(2) Post-Processing Restrictions: Once your order has started shipping, we cannot accommodate cancellations. However, you can return the item(s) upon receipt in accordance with our standard return policy.
(3) Refund Process: If your cancellation request is approved within the eligible timeframe, a full refund will be processed to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider.
8. Warm Tips
(1) Be sure to update the tracking number & courier carrier in our Returns Center or provide it to us via email as soon as you ship your return.
(2) To avoid disputes during the return process that cannot be substantiated, please take a photo of the parcel and the courier bill when sending the parcel for your records.
(3) Please do not return to the sender's address on your package or the address of our office. These are not the return addresses and will affect the processing of your return.
9. Still Need Help?
Please contact us via customerservice@musetech.group for further help. We will do our very best to help you and reply to all messages.
