Return & Refund Policy

At Muse & Airy, we want you to feel confident in every purchase. If something is not right with your order, please contact us. We will carefully review the situation and do our best to provide a fair and thoughtful solution.

100-Day Returns for Silk Pillowcases and Sleep Masks

Eligible silk pillowcases and silk sleep masks may be returned within 100 days of delivery.

Our 100-day return period gives you additional time to inspect your purchase and decide whether you would like to keep it. It is not a 100-night trial. To remain eligible for return, products must not have been slept on, worn, washed, or otherwise used.

30-Day Returns for Other Products

Other eligible products may be returned within 30 days of delivery, unless a different return period is stated on the applicable product page.

Return Eligibility

To qualify for a return, an item must be:

• Unused, unworn, and unwashed

• Free from stains, fragrances, makeup, skincare products, hair products, pet hair, or other signs of use

• Undamaged, unaltered, and in its original condition

• Returned with its original packaging, tags, inserts, accessories, and promotional items

You may carefully open the packaging to inspect the product. However, for hygiene reasons, silk pillowcases, sleep masks, and other personal-use products that have been slept on, worn, washed, or otherwise used cannot be returned because of preference, color, feel, or a change of mind, except where required by applicable law.

The applicable return period begins on the date your order is shown as delivered by the shipping carrier.

How to Request a Return

Before returning an item, please contact us at hello@museairy.com and provide:

• Your order number

• The item you wish to return

• The reason for the return

• Clear photographs if the item is damaged, defective, incorrect, or incomplete

If your return is approved, we will send you return instructions and the authorized return address.

Please do not send products to the address shown on the original shipping label or to our registered business address unless we specifically instruct you to do so. Returns sent to an unauthorized address may not be received or processed.

Approved returns must be shipped within 14 days of receiving our return instructions. We strongly recommend using a tracked shipping service and keeping your shipping receipt until your refund has been completed.

Muse & Airy is not responsible for return packages that are lost or damaged before reaching the authorized return location.

Return Shipping Costs

Customers are responsible for return shipping costs when returning an item because of:

• A change of mind

• Color or size preference

• Personal preference regarding the product’s appearance or feel

• Ordering the wrong product

• Any other reason unrelated to a verified product defect or fulfillment error

Muse & Airy will cover reasonable return shipping costs, or provide another appropriate solution, when the return is caused by:

• An incorrect item being sent

• A verified manufacturing defect

• An item arriving damaged

• An item missing from the order

Original shipping charges are generally non-refundable unless the return results from our error or applicable consumer law requires otherwise.

Customs duties, import taxes, and other charges paid directly to government authorities or third parties may not be refundable by Muse & Airy.

Inspection and Refunds

Returned products will be inspected after they arrive at the authorized return location. Please allow approximately 5–7 business days for the inspection to be completed.

If the return is approved, the refund will be issued to the original payment method. We will send you an email confirmation when the refund has been processed.

Depending on your bank, credit card issuer, or payment provider, it may take an additional 5–10 business days for the refund to appear in your account.

If a returned item shows signs of use, washing, wear, staining, fragrance, damage, alteration, missing components, or improper packaging, we may decline the return or reduce the refund where permitted by law.

Damaged, Defective, Incorrect, or Missing Items

Please inspect your order shortly after delivery.

If an item arrives damaged, defective, incorrect, or incomplete, contact us at hello@museairy.com within 7 days of delivery, where reasonably possible.

Please include clear photographs of:

• The product

• The damage, defect, or other issue

• The exterior and interior shipping packaging

• The shipping label

Please keep the product and all original packaging until we have completed our review.

After reviewing the information, we may offer a replacement, refund, partial refund, or another appropriate solution. Reporting an issue within seven days helps us investigate it promptly but does not limit any mandatory legal rights you may have.

Normal variations in the color, texture, sheen, weave, or appearance of natural silk are not necessarily manufacturing defects. Product colors may also appear slightly different depending on lighting and screen settings.

Exchanges

We do not currently offer direct exchanges.

If you would like a different color, size, or product, please return the original item in accordance with this policy and place a new order.

If we sent an incorrect or defective item, we will help arrange an appropriate replacement or refund at no additional cost to you.

Bundles and Sets

Products purchased as part of a bundle, gift set, or promotional set must normally be returned together.

Individual items from a bundle or set cannot usually be returned separately unless an individual item arrived damaged, defective, incorrect, or is otherwise eligible for a separate remedy under applicable law.

If a free gift or promotional product was included with your purchase, it must also be returned. If it is not returned, its stated retail value may be deducted from the refund where permitted by law.

Non-Returnable Items

The following products are not eligible for return, except where required by law:

• Gift cards

• Personalized, monogrammed, or custom-made products

• Products clearly marked as “Final Sale”

• Products that have been slept on, worn, used, or washed

• Products damaged, stained, altered, or contaminated after delivery

• Products returned without required packaging, tags, accessories, or components

• Products sent to an unauthorized return address

• Products returned after the applicable return period

A discounted or promotional item is not automatically considered final sale unless it was clearly marked “Final Sale” before purchase.

Order Cancellations

Cancellation requests should be submitted within 12 hours of placing the order by emailing hello@museairy.com.

We will do our best to accommodate your request, but cancellation cannot be guaranteed once an order has entered processing or has been dispatched.

Orders that have already shipped cannot be cancelled and must follow the return process described in this policy.

Refused and Undeliverable Packages

If a package is refused, unclaimed, or returned because an incorrect or incomplete delivery address was provided, any return shipping charges, carrier fees, or other costs incurred may be deducted from the refund where permitted by law.

Original shipping charges for refused or undeliverable packages are generally non-refundable.

Please contact us before refusing a delivery so that we can help determine the best solution.

EU, EEA, and UK Customers

If you are located in the European Union, European Economic Area, or United Kingdom, you may have a statutory right to cancel an eligible online purchase within 14 days of receiving it, without providing a reason.

After notifying us of your decision to cancel, you must return the goods within the period required by applicable law. Unless the product is defective or we agree otherwise, you may be responsible for the direct cost of returning it.

Where required by law, we will refund the price paid and the cost of the least expensive standard delivery option offered at checkout. Additional costs resulting from express or upgraded delivery may not be refundable.

Your statutory cancellation right may not apply to sealed products that are not suitable for return for health-protection or hygiene reasons if they have been unsealed after delivery, where this exception is permitted by applicable law.

Nothing in this policy limits your statutory rights regarding products that are faulty, damaged, misdescribed, or otherwise not in conformity with your purchase contract.

Unauthorized or Non-Compliant Returns

Muse & Airy reserves the right to decline returns that do not comply with this policy, including products that are used, washed, incomplete, returned outside the applicable return period, or sent to an unauthorized address.

If a return is declined, the customer may be responsible for the cost of having the product shipped back.

Contact Us

For questions about returns, replacements, or refunds, please contact:

Brand: Muse & Airy
Operated by: Elvaris Brands Limited
Email: hello@museairy.com
Website: https://museairy.com