Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!


Last updated:  8 days ago 2023

  • Customer Service

  • Shipping & Delivery

  • Custom Request

How do I place an order?

You can easily buy one of our one-off items. Simply add as many items as you wish to your shopping cart.
 Once you are ready to proceed with the order, do so by going to the cart and clicking "checkout


Which payment methods do you accept?

Credit Cards
We accept Visa, Mastercard, and American Express. Please note that cards issued by local banks which do not carry one of the below logos will not be accepted by our global processing service. In such cases, we recommend PayPal as an alternative.

This is an online payment method where you can pay through your own bank account.

We support Afterpay or split payment.

Use any payment method available in your country to fund your PayPal account. Once funded, you can use our single-click PayPal Express feature to speed through checkout.

Store Credit & Gift Certificates
You can use store credit or a gift certificate/gift code. Each gift certificate carries a unique code which you can easily enter during checkout. They never expire and may be combined with promotions and rebates.

Other Payment Options
Amazon Pay, Amex, Apple Pay, and Google Pay

Returns and Refunds Policy

Your satisfaction is priority to us.

We extend a 14-day return policy for your convenience
To qualify for a return, items must remain unused, undamaged, and accompanied by proof of purchase. Kindly email with the subject 'Returns', including your order number, name, and reason for return.

Upon receipt, we'll provide instructions for returning the goods. We strongly advise obtaining proof of postage to prevent any potential issues with lost packages. Please note, customers are responsible for return shipping costs.

Upon inspection of the returned item, you'll receive a confirmation email regarding the refund status. Approved refunds will be processed promptly and credited back to your original payment method.

For apparel returns, ensure all original tags remain attached.
Be mindful of potential transfers from deodorants, makeup, or perfumes, and take caution with jewelry that may snag or tear fabric.

Policy: SAINTMUZE reserves the right to decline returns not meeting the criteria. Rejected items will be returned to the original shipping address. To prevent this, reach out to our Customer Experience team to address any concerns before initiating a return, especially regarding items such as tops, which cannot be returned due to hygiene reasons.

When is the Next Saint Muze drop?

Each month we will announce the date & time with our exclusive drops on all our socials.

Can I see the bags in real life?

We are participating in multiple events all over Europe, such as joining pop-up stores, showcasing the pieces at sneaker events & fashion shows. Keep an eye on our social media channels to stay updated on the next event.

I am an Influencer, can I reach out to you?

Yes, you can! We are happy to work with people who want to join us on our upcycling journey.

Mail to:

Do you ship internationally?

Yes we do! We ship to all countries worldwide. We love to take you all with us on our upcycling journey.

How long will it take for my package to arrive?

Netherlands: 1 - 2 business days 
Europe: 4-7 business days
Outside Europe: 7-12 business days 

However, in some instances, delivery may be delayed depending on your country's customs.

Saint Muze is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.

How do I know if my order is shipped and on its way?

Once you place an order, you will receive an automatic confirmation email. When your order has been processed and is ready to leave our Atelier, you will receive another email with shipping information. Please use the appropriate carrier's tracking features to determine when your package has been picked up and is in transit. Allow 2 to 3 business days from the time you place your order for its status to update.

There's been a mix-up with the mail courier. 
My package was delivered to the wrong address / says it has been delivered but has not been?

The first thing you should do is contact your courier service directly. Once the package leaves our Atelier, we are no longer responsible for it and won't have any information to offer you. However, we are more than happy to help you open a claim if the courier service has lost your package.

How does a custom inquiry works?

You can start your custom order on the Custom Request page. Fill out all the questions.

After submitting the form, the design team will get back to you within 2 business days to go through everything. If you agree to everything, the team will start working on your order. This includes searching for the perfect vintage materials to rework and ensuring that we deliver your dream piece!

Can I return my custom order?

No, because the piece is specially made for you with all your wishes to make it your dream item.



1. General Questions

What is your return policy?

We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Do you have a physical store?

Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.

2. Product Questions

What size should I order?

We have a size chart available for each product to help you find the best fit. Please refer to the size chart on the product page for more information.

What is the material of this product?

The material for each product is listed on the product page, under the "Details" section. If you have further questions about the material, please don't hesitate to contact us.

How do I care for this product?

Care instructions for each product are also listed on the product page, under the "Details" section. Please follow the care instructions to ensure the longevity of your product.

Can I see this product in other colors?

If the product is available in other colors, they will be listed on the product page. If you don't see the color you're looking for, please contact us and we will do our best to assist you.

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.

Do you offer free shipping?

Yes, we offer free shipping on orders above a certain amount. Please refer to our shipping policy for more details.

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing [YOUR EMAIL] or by calling our toll-free number at [YOUR PHONE NUMBER].

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm EST.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at [YOUR EMAIL].

Do you have a physical address?

Yes, we do have a physical address. Our headquarters is located at [YOUR ADDRESS].