Shipping Policy

At Muse & Airy, we are committed to preparing and delivering every order with care. Orders are currently fulfilled from our shipping facility in Suzhou, China and delivered through trusted international logistics partners.

This Shipping Policy explains our current processing times, estimated delivery times, tracking procedures, and how we handle delivery-related issues.

Shipping Destinations

We currently ship primarily to:

The United States
Selected European countries
Australia

Available shipping methods, estimated delivery times, and applicable shipping charges will be displayed at checkout based on your delivery address.

If a shipping option is not available for your address at checkout, we are currently unable to deliver to that location.

Order Processing

Orders are generally processed within 1 business day, excluding weekends and public holidays.

Orders placed during weekends or public holidays will normally be processed on the next business day.

Processing time may be slightly longer during:

Major sales or promotional events
Peak holiday periods
New product launches
Periods of unusually high order volume
Address or payment verification

Processing time refers to the time required to prepare your order and does not include shipping time.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Estimated Delivery Times

Delivery estimates begin after your order has been dispatched.

Destination	Estimated delivery time
United States	7–12 business days
Selected European countries	8–15 business days
Australia	7–12 business days
Remote locations	Allow an additional 3–7 business days

Business days generally exclude weekends and public holidays.

Delivery times are estimates and cannot be guaranteed. Customs inspections, severe weather, local holidays, carrier disruptions, incorrect addresses, and other circumstances outside our reasonable control may cause delays.

Shipping Charges

Available shipping options and charges are calculated and displayed at checkout before you complete your purchase.

Shipping charges may vary depending on:

Delivery destination
Order value
Package size and weight
Selected shipping method
Promotional shipping offers available at the time of purchase

Any free-shipping promotion will be subject to the conditions displayed on our website or at checkout.

Order Tracking

After your order has been dispatched, we will send a tracking number to the email address provided during checkout.

Tracking information may take approximately 24–72 hours to become active after the parcel has been collected by the shipping carrier.

You can use the tracking link in your shipping confirmation email to follow the progress of your delivery.

If your tracking information has not updated for an extended period, contact us at hello@museairy.com. We will assist you in checking the shipment with the carrier.

Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, value-added tax, or local handling fees imposed by the destination country.

Unless these charges are clearly shown as included at checkout, they are the responsibility of the recipient.

Customs policies and charges are determined by local authorities and are outside the control of Muse & Airy. We recommend reviewing the import requirements of your destination country before placing an order.

Muse & Airy is not responsible for delays caused by customs processing or for charges imposed by customs authorities.

If a parcel is refused because the recipient does not wish to pay applicable customs charges, any return shipping costs, duties, carrier charges, or other expenses may be deducted from the refund where permitted by law.

Delivery Delays

Occasional delays may occur because of:

Customs inspections
Peak shopping seasons
Public holidays
Severe weather
Carrier disruptions
Transportation restrictions
Events outside our reasonable control

If your order has not arrived within 7 business days after the estimated delivery window, please contact us at hello@museairy.com so that we can request an investigation from the carrier.

Carrier investigations may take several business days to complete. We appreciate your patience while the carrier reviews the shipment.

Lost Packages

If a parcel is confirmed as lost in transit by the shipping carrier, we will work with you to provide an appropriate resolution, which may include a replacement or refund.

A parcel is not considered lost solely because tracking information has temporarily stopped updating. We may need to complete the carrier’s investigation before approving a replacement or refund.

Please contact us promptly if you believe your shipment may be lost.

Damaged, Incorrect, or Incomplete Orders

Please inspect your order shortly after delivery.

If an item arrives damaged, incorrect, or incomplete, contact us within 7 days of delivery, where reasonably possible, and provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs showing the damage or incorrect item
Photographs of the exterior and interior packaging
A photograph of the shipping label

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

Damage limited to the exterior shipping package, where the product itself remains undamaged, does not normally qualify for a replacement or refund.

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.

Orders Marked as Delivered

If tracking indicates that your parcel has been delivered but you cannot locate it, please first:

Check around the delivery address and any designated safe locations
Ask members of your household
Check with neighbours, reception, or building management
Contact the local delivery carrier
Review any available delivery photograph or proof of delivery

If the parcel is still missing, contact us within 7 days of the recorded delivery date.

We will assist you in requesting delivery information from the carrier. A replacement or refund may depend on the carrier’s investigation, the available proof of delivery, and applicable consumer law.

Muse & Airy is not responsible for packages lost or stolen after confirmed delivery when the order was correctly delivered to the address provided, except where applicable law requires otherwise.

Order Changes and Cancellations

Requests to change or cancel an order must be submitted within 12 hours of purchase by contacting hello@museairy.com.

Please include your order number and the requested change.

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

Orders that have already shipped cannot be cancelled and must follow our Return & Refund Policy, where eligible.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please review your shipping information carefully, including:

Recipient name
Street address
Apartment or unit number
City and state or province
Postal code
Country
Telephone number

Once an order has entered processing or has been dispatched, we may not be able to change the delivery address.

If a parcel is delayed, returned, or undeliverable because of an incorrect or incomplete address, unsuccessful delivery attempts, or failure to collect the package, additional shipping charges may apply before the order can be sent again.

Any carrier charges, return shipping costs, or other expenses resulting from incorrect address information may be deducted from a refund where permitted by law.

Refused or Unclaimed Packages

Please contact us before refusing a delivery.

If a package is refused, unclaimed, or returned to the sender without prior authorization, original shipping charges and any return-related costs may not be refundable.

We may need to wait until the returned parcel has been received and inspected before determining whether a refund is available.

Contact Us

If you have questions about shipping, tracking, or an existing order, please contact:

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