Shipping & delivery
Which countries can I order to?
We deliver to the following countries at the displayed costs:
- Germany – € 5.00 / Free shipping from € 300.00
- Austria – € 15.00 / Free shipping from € 300.00
All other countries have express shipping:
- Belgium – € 35.00
- Bulgaria – € 55.00
- Croatia – € 55.00
- Cyprus – € 55.00
- Czechia – € 55.00
- Denmark – € 35.00
- Estonia – € 55.00
- Finland – € 45.00
- France – € 35.00
- Greece – € 45.00
- Hungary – € 55.00
- Ireland – € 45.00
- Italy – € 40.00
- Latvia – € 55.00
- Lithuania – € 55.00
- Luxembourg – € 35.00
- Malta – € 55.00
- Netherlands – € 35.00
- Norway – € 40.00
- Poland – € 55.00
- Portugal – € 45.00
- Romania – € 55.00
- Slovakia – € 55.00
- Slovenia – € 55.00
- Spain – € 45.00
- Sweden – € 45.00
- Switzerland – € 40.00
- United Arab Emirates – € 65.00
- United Kingdom – € 50.00
- United States – € 40.00
Do I have to pay additional taxes or customs duties for my order?
For orders within the European Union, we cover customs duties and taxes, meaning there are no additional fees for you.
Other international orders (e.g., to Switzerland, United States, United Arab Emirates etc.) may be subject to import duties and taxes once the order reaches its destination country. These potential additional charges are not covered or reimbursed by Hidden Muse LLC.
Since import duties and taxes vary from country to country, we recommend contacting your local customs office for more information before placing your order.
How long does shipping take?
These are the shipping days.
- Germany: 2-4 business days
- Austria: 3-5 business days
- EU: 3-5 business days
- Rest of world: 4-7 business days
Please also add our written processing times!
Please note that these are estimated delivery times and can vary due to holidays, customs processing (for Switzerland etc.), or other unforeseen delays. You’ll receive a tracking link as soon as your order has been shipped.
If you have any concerns about your shipment, feel free to contact our customer support at support@hidden-muse.com
How can I track my order?
Once your order is shipped, you will receive a confirmation email with a tracking link. Use this link to monitor your package's delivery status.
What happens if my order is returned to sender?
If your order is returned to us due to an incorrect address or not being picked up from the parcel shop in time, we will contact you to arrange re-shipment. Please note that additional shipping costs may apply.
Returns
Can I return items I don’t like?
Products that you are not satisfied with can be returned within 14 days of receipt. Please ensure that the items are in perfect, undamaged condition and include the original tags and labels.
If you received your items already damaged, please contact our customer support at support@hidden-muse.com
You can register your return, clicking here.
How to return:
- Go to our Returns Portal
- Reference: Please enter your order number here. You can find your order number on the order confirmation email. Enter it in the format #1234
- Zip Code: Please enter the postcode / zip code of the address to which we have sent your order.
Where to return my order?
For returns, please use our returns portal where we'll provide you with all the relevant information. Returns must be sent to our logistics partner in Germany.
The cost of return shipping to our logistics partner is your responsibility unless your order was delivered damaged. If you received a damaged order, please contact our customer support at support@hidden-muse.com
How do I return an item?
Please do not send your return to our company headquarters! If you would like to return your order, follow these steps:
- Click here to initiate your return.
- Make sure all items are in unused and perfect condition, as we cannot accept returns otherwise.
For any questions, feel free to reach out to our customer support team.
Who pays for return shipping?
The cost of return shipping is your responsibility unless your order was delivered damaged. If you received a damaged order, please contact our customer support at support@hidden-muse.com
What happens if I didn’t pick up my order from the parcel shop in time and it’s being returned to you?
Unfortunately, we cannot cover the costs of an uncollected order. The costs for such a return will need to be covered by you. If you have any questions, please feel free to contact our customer support.
What happens if my return gets lost or damaged on its way back to you?
If your return does not arrive at our location or the package is damaged or opened during transit, we unfortunately cannot issue a refund. For this reason, we strongly recommend choosing insured shipping for your return.
Your order
I ordered the wrong item. Can I exchange it?
We don’t offer direct exchanges. If you ordered the wrong item, you can return it and place a new order in our online shop for the correct one.
To start your return, please contact our customer service at support@hidden-muse.com
My order hasn’t arrived. What can I do?
You will receive a shipping confirmation from us as soon as your order leaves our warehouse. If your package hasn’t arrived after several days, please reach out to our customer service through the contact form or send an email directly to support@hidden-muse.com
Can I modify my order after placing it?
Unfortunately, it is not possible to cancel or exchange individual items, or add additional products or discount codes to an order after it has been placed. However, you can return specific items after receiving your order.
If you wish to purchase additional products, please place a new order in our online shop. Please note that separate orders cannot be combined into a single shipment.
Can I cancel my order?
If you wish to cancel your order, please contact us immediately at support@hidden-muse.com. Once your order has been processed and shipped, cancellation is no longer possible. You can, however, return the items after receiving them.
What payment methods do you accept?
We accept payments via credit card and PayPal. For a complete list of available methods, please check during the checkout process.
What should I do if I receive a defective or incorrect item?
If you receive a defective or incorrect item, please contact us at support@hidden-muse.com within 14 days of receiving your order. Include your order number and photos of the item for quicker resolution.
Can I pre-order items?
Yes, we offer pre-orders for select items at select times. When ordering in via pre-order: please check the product description for estimated shipping times. Pre-orders must be paid in full at the time of purchase.