FAQ's
Orders & Account
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An order may be cancelled if it has not been processed and prepared for shipment. To cancel your order, please contact orders@selfcaremuse.com during business hours 9:00 a.m. to 6:00 p.m. CET (Central European Time) Monday-Friday, for immediate assistance.
Muse & Heroine ensures that your personal information is kept private and confidential and at no point will we share it with a third party except as necessary to process and service your orders. For more information, please see our Privacy Policy.
Simply click on "Forgot password" and enter your e-mail address. Your password will then be reset and you will have the opportunity to assign a new one.
Shipping & Returns
Muse & Heroine ships to addresses in the EU and EXTRA-EU. For more information, please see our Shipping Policy.
When your order ships, you will receive an email with your tracking number and a link to view this information online.
We accept returns received within 30 days of original purchase unless otherwise noted on the product detail page. Items must be returned unused, undamaged and unopened in their original product packaging. The original shipping charge, if any, is not refundable.
Returns are simple. Kindly fill out the return form included in your package and enclose the DHL form along with the product(s) in a securely sealed package. Affix the return label provided in your order and deposit the package at a DHL location or with a DHL carrier - in either instance requesting a shipping receipt. When the package is received, your funds (the value of the item(s) purchased and any tax applied) will be returned to the original form of payment within 14 days.
If you misplaced the return label enclosed in your original package, please contact the Order Services team at orders@selfcaremuse.com and include your order number in the correspondence. The Order Services team will process your return request and email you a new return shipping label.
Muse & Heroine does not process exchanges at this time.
If you do not receive your package, please contact the Order Service team at orders@selfcaremuse.com and include your order confirmation number in the correspondence. We reserve the right, in our sole discretion, to issue you store credit or to send you replacement products.
So that your product arrives fast and safe with you, we dispatch your order into Switzerland exclusively insured with our courier in charge of the shipment. Delivery to a Swiss P.O. box is not possible.
For deliveries to Switzerland, shipping is only possible up to a value of 999 Swiss francs net. The reason for this is complex customs information, which is net from a goods value of 1000 Swiss francs. Nevertheless, you can divide your order into several individual orders in order to avoid the costly customs formalities. The legal Swiss value added tax as well as possible customs duties are charged to you plus by the Swiss customs. Please understand that we cannot refund these costs.
Gifting & Gift cards
Yes! For information about creating custom gift sets, contact our Order Service team at orders@selfcaremuse.com
MUSEANDHEROINE.COM offers optically high-quality gift vouchers worth 50 to 500 euros. We will send you these by e-mail.
Yes. If you return products purchased using a Gift Card, the value of the return will be credited on a Gift Card up to the amount of the initial Gift Card payment for you to use against a future purchase. Any additional amount will be refunded to the form of payment used in the original transaction.