Refund policy
Return & Refund Policy
Last Updated: August 28, 2026
At Mode & Muse, customer satisfaction is important to us. We understand that fashion purchases can sometimes look, feel, or fit differently than expected. This Return & Refund Policy outlines the requirements and procedures for returning eligible merchandise, requesting exchanges, and resolving damaged, defective, or incorrect orders.
1. Return Timeframe
Eligible merchandise may be submitted for return within 30 days of the date shown as delivered.
For a standard return, the product must generally be:
Unworn, unused, and unwashed.
In substantially the same condition in which it was received.
Returned with original tags and labels attached, where applicable.
Complete with any packaging, accessories, or components originally supplied.
Free of stains, makeup, deodorant marks, perfume, smoke, pet hair, odors, or other evidence of wear.
Supported by an order number, receipt, or other valid proof of purchase.
We recommend trying on clothing carefully and keeping all tags attached until you decide to keep the item.
2. Return Authorization
Please obtain authorization from Mode & Muse before shipping any return.
To begin, email OmodaraMuse1985@velvetmuseessence.com and provide:
Your name.
Your order number.
The item you wish to return.
Your reason for requesting the return.
Supporting photographs if the item arrived damaged, defective, or incorrect.
If your request qualifies, our team will provide instructions for returning the merchandise.
Packages sent without prior authorization may not be accepted or eligible for processing.
3. Fit or Preference Returns
If you ordered the correct merchandise but would prefer another size, color, style, or simply changed your mind, an eligible return may be requested during the 30-day return period.
For preference-based returns:
The customer is generally responsible for return shipping.
The product must remain eligible under this policy.
Original shipping charges are generally not refundable.
Customers are encouraged to review sizing information, measurements, materials, product photographs, and descriptions before completing an order.
4. Standards for Returned Clothing
Fashion merchandise may be tried on for fit, but it should not be worn for extended periods before being returned.
Mode & Muse may decline a standard return when merchandise shows evidence such as:
Washing, laundering, or dry cleaning.
Makeup or cosmetic marks.
Deodorant or perspiration stains.
Perfume, smoke, or other persistent odors.
Dirt, pet hair, or excessive lint.
Tailoring, cutting, repairs, or other alterations.
Customer-caused tears, stretching, or other damage.
Any applicable statutory rights concerning merchandise that was defective when supplied remain unaffected.
5. Damaged Upon Delivery
Please examine your order shortly after receiving it and before removing tags, washing, or wearing the merchandise.
If shipping damage is discovered, contact OmodaraMuse1985@velvetmuseessence.com and provide:
Your order number.
A description of the damage.
Clear photographs of the affected item.
Photographs of the shipping packaging when relevant.
Keep the item and its packaging while your claim is being reviewed.
Following verification, we may offer an appropriate replacement, refund, or other resolution.
6. Manufacturing Defects
If you believe merchandise contains a manufacturing defect that was present when delivered, discontinue use and contact us.
Do not attempt to repair, alter, or wash the item before we have had an opportunity to evaluate the problem.
We may request photographs or additional information. If the defect is verified and a return is required, Mode & Muse will cover reasonable return shipping costs for the authorized merchandise.
7. Incorrect Merchandise
If you receive a different product, size, color, or variation from what appears on your order confirmation, please notify us before using the merchandise.
Provide your order details and photographs showing what was received.
After verifying the fulfillment error, Mode & Muse will provide instructions for resolving the issue. When the incorrect product must be returned, reasonable authorized return shipping costs will be covered by us.
8. Return Restrictions
Subject to applicable law, the following generally do not qualify for standard change-of-mind returns:
Clothing that has been worn beyond a reasonable fitting, washed, or altered.
Merchandise showing stains, odors, damage, or other substantial signs of use.
Customized, personalized, monogrammed, or made-to-order merchandise.
Gift cards.
Opened hygiene-sensitive merchandise that cannot reasonably be resold.
Products damaged through improper use or handling after delivery.
Merchandise clearly designated as Final Sale or non-returnable before purchase, where legally permitted.
A product that was delivered damaged, defective, or incorrectly supplied may still be reviewed under the applicable sections of this policy.
9. Exchanges for Size or Style
Customers seeking a different eligible size, color, or style may contact us to request an exchange.
All exchanges depend on product availability. Holding or reserving replacement inventory cannot be guaranteed.
When a direct exchange is not practical or the desired item is unavailable, we may process an eligible return for a refund so that you can place a separate order for the preferred merchandise.
10. Preparing Your Return
Approved merchandise should be securely packaged to protect it while in transit.
Please follow all return instructions provided by Mode & Muse. When the customer is responsible for shipping, we strongly recommend:
Using a trackable shipping method.
Keeping the tracking number.
Retaining the carrier receipt until the return and refund have been completed.
Mode & Muse is not responsible for customer-arranged return packages that do not reach the designated return destination.
11. Evaluation of Returned Merchandise
Returned merchandise is reviewed after arrival before a refund is finalized.
During this process, we may confirm:
That the correct merchandise was returned.
The physical condition of the item.
Whether tags remain attached where applicable.
Whether there is evidence of washing, wear, alteration, stains, or odors.
Whether applicable accessories or components are included.
Whether the request falls within the applicable return period.
We will notify you after completing the review.
12. Refund Processing
When a return is approved, the eligible amount will normally be refunded to the original payment method used for the transaction.
Refund processing by Mode & Muse and the posting of funds by your financial institution are separate processes.
After we issue the refund, banks, credit card companies, and other payment providers may require additional time to reflect the credit in your account.
13. Shipping Fee Treatment
For customer-preference returns, including issues of fit, color, style, or change of mind:
Original shipping charges are generally non-refundable.
Return shipping is generally paid by the customer.
When a return results from a verified shipping-damaged product, manufacturing defect, or fulfillment error by Mode & Muse, reasonable authorized shipping expenses will be handled by us as appropriate.
These provisions are subject to any mandatory requirements under applicable consumer protection law.
14. Cancellation Before Shipment
If you need to change or cancel an order, contact OmodaraMuse1985@velvetmuseessence.com as soon as possible.
We will make reasonable efforts to process your request before fulfillment begins, but we cannot guarantee changes or cancellations after an order has entered processing, been packed, or been transferred to a carrier.
Once merchandise has shipped, customers should wait for delivery and follow the applicable return procedure.
15. Mandatory Consumer Protections
This policy is intended to establish clear return procedures for Mode & Muse and is not intended to remove any consumer right or remedy that cannot legally be waived.
If applicable United States federal, state, or local law provides mandatory protections that conflict with a provision of this policy, the applicable legal requirement will control.
16. Return & Refund Contact Information
Questions concerning returns, exchanges, refunds, damaged products, or incorrect orders may be directed to:
Mode & Muse
Address: 11250 Briar Forest Dr, Apt 257, Houston, TX 77042, United States
Phone: +1 (832) 258-9008
Email: OmodaraMuse1985@velvetmuseessence.com
For faster assistance regarding an existing purchase, please include your order number and the email address used to place the order when contacting us.