Returns & Refunds

Order Cancellation

1. Cancellation Before Shipment

  • Within 12 Hours of Ordering: Cancellation is free of charge with a full refund.

  • After 12 Hours of Ordering: A 10% cancellation fee (based on the item price) will be charged. We will refund the remaining 90% of the item cost plus the full shipping fee.

2. Cancellation After Shipment

Regrettably, due to international logistics constraints, we cannot cancel orders that have already been shipped.

Note: To cancel an order, please email us at contact@museunlaced.com. Do not use social media DMs for cancellation requests. Thank you for your understanding.

Returns & Exchanges Policy

We offer a 15-day return and exchange policy, meaning you have 15 days after receiving your item to request a return or exchange. We recommend confirming your items within 5 days of receipt for the most efficient processing.

Eligibility Requirements

To be eligible for a return, your item must be in the same condition that you received it:

  • Unworn or unused.

  • Tags still attached.

  • In its original packaging.

Important: If more than 15 days have passed since you received your order, we unfortunately cannot offer you a refund or exchange.

Failed Delivery

If a delivery fails due to the recipient's error (e.g., incorrect shipping address, refusal of the package, etc.), the buyer shall bear all resulting consequences, and no compensation will be provided.

How to Process a Return

  • Step 1: Contact our customer service team at contact@museunlaced.com with the items you wish to return and the reason. We will determine eligibility based on our policy.

    • If you received a damaged or incorrect size: You must provide clear photos or videos as proof. Compensation will not be provided if evidence is not submitted within 5 days of receiving the package.

  • Step 2: Once confirmed, our team will provide the return address and guide you through the remaining steps.

  • Step 3: After receiving and inspecting the item, your refund will be processed within 1–5 business days (excluding weekends).

Shipping Fees

  • Returns: The customer is responsible for the return shipping costs.

  • Exchanges: The customer is responsible for both the return shipping cost and the shipping fee for the second delivery.

We encourage you to carefully select your size and style when ordering to avoid these costs. We do not charge additional restocking or handling fees; customers only bear the direct shipping costs.

Non-Refundable Situations

Refunds will not be accepted if:

  1. Only a partial set/portion of the clothing is returned.

  2. The hygiene stickers or tags on lingerie/undergarments have been removed or tampered with.

  3. Items are worn, used, stained, covered in animal hair, or altered in any way.

  4. The returned product was not purchased from our store.