FAQ
YOUR QUESTIONS - COVID 19 CONTEXT
Can we continue to place orders on your site?
Yes, our e-shop remains open and continues to deliver to your home.
How long does it take to prepare orders during the lockdown period?
Order preparation times are not impacted thanks to our logistics team which remains mobilized by scrupulously respecting all barrier measures to ensure delivery in the best conditions.
Is it possible to contact customer service during the lockdown period?
Yes, our customer service remains at your disposal from Monday to Friday on customer@musier-paris.com to answer your questions within 24 to 36 hours. You can also consult our FAQ page for frequently asked questions.
What are the delivery methods available during the lockdown period?
Home delivery with our carriers GLS, Chronopost and DHL is ensured in compliance with health measures.
Are the delivery times impacted by the containment ?
Our delivery times are not lengthened. We do everything possible to ensure that your order reaches you as soon as possible, however, please note that there is an additional delay for pre-ordered items and during the launch of a new collection.
I had to change my address with the containment, how can I change my delivery address if my package is still on the way / in preparation?
Contact our customer service on customer@musier-paris.com, they will be happy to help you change your address.
What to do if my package is currently in a relay point ?
If you have not yet collected your parcel and your relay point has been closed, you will receive a communication from Mondial Relais to inform you of the new address of your relay point.
Can my parcel still be delivered in a relay point ?
If your package has not yet been shipped we have taken care of the change of delivery method to deliver to your home.
Are international deliveries affected ?
Our delivery times are not extended. We do everything possible to ensure that your order reaches you as quickly as possible, however, please note that there will be an additional delay for pre-ordered items, as well as during the launch of a new collection.
Can I continue to have my order delivered to a Mondial Relay point during the lockdown?
No, we have suspended Mondial Relay delivery. Home delivery with our carriers GLS, Chronopost and DHL is ensured in the respect of sanitary measures.
How can I exchange my product ?
We exchange the items within 15 days after receipt. If you have any difficulty in returning it, do not hesitate to contact our customer service customer@musier-paris.com. You can also make a request directly via our website.
What are the terms of return during the lock-up period?
You have 15 days to change your mind and return the item in its original condition. If you have any difficulty in returning it, please contact our customer service customer@musier-paris.com
Is the refund time impacted by the containment?
No, the refund is made within 15 days from the date the return was received by our warehouse if all the conditions mentioned in the return procedure are met.
Will I be refunded if I make a return during this period?
Yes, the refund is made within 15 days from the date the return is received by our warehouse if all the conditions mentioned in the return procedure are met.
FAQ
Has my order been processed?
Upon acceptance of your payment, you are redirected to a payment confirmation page. You will then receive a confirmation email summarizing the details of your order. If you have not received this email, please check your spam folder. If you have not received the email, please check your spam folder and contact our service department with the date and amount of the order.
I still haven't received my order, is this normal?
Check that your order has been processed by logging into your MUSIER PARIS account. You will find the state of your order in the history of your orders. By clicking on the tracking number of your order you will be redirected to the website of the service provider you have chosen in order to track your package. If after 10 working days you have not received anything, contact our customer service with your tracking number.
Is it possible to cancel my order?
Once you have received the order confirmation email, you cannot cancel your order. However, you can return the items after receiving them for a refund. You will be responsible for the return shipping costs.
What should I do if I have received an incorrect item/size?
If you receive an incorrect item, please contact our customer service department, indicating your order number and the problem you encountered. We will then give you a return number to enable you to proceed with the return.
What should I do if an item is missing from my order?
Check the condition of your package. If it is damaged, send a photo to the customer service to open an investigation with the provider. If your package is not damaged and you are missing an item, please contact our customer service.
What to do if I received a defective item?
MUSIER PARIS pays the greatest attention to the quality of its products. If however, a defect is to be announced, we invite you to make notice this problem as of reception of the product by sending a photograph to our customer service. If the product is validated as being defective by the customer service, we will then send you a free return form. MUSIER Paris will pay for the return shipping costs. We will send you a conform part of the ordered article as soon as we receive your defective article. In the hypothesis or this one would not be any more in stock, we will then proceed to its immediate refunding.
Do I have to create an account to order with you?
The creation of an account is not mandatory.
What if I don't receive your e-mails and newsletters?
You can enter your email address in the field located at the bottom of the page, under the heading "Receive our invitations".
How can I unsubscribe from the MUSIER newsletter?
Log in to your account. In the "Information" section, uncheck "I subscribe".
I want to send a gift
Each product is delivered in a tissue paper, in a gift bag without price tag, so it will make an excellent gift. To do so, you must indicate the delivery address different from the billing address.
The item I am looking for is out of stock. Will it be restocked?
If the item you are looking for is out of stock but will be restocked, you will have the possibility to pre-order it by clicking on the "pre-order" button in the product file, then let us guide you to the payment.
Do you have a MUSIER store or a showroom to try on the clothes?
MUSIER PARIS is an online sales site, we do not have our own stores, however you can consult our page Stores to know the address of our retailers. Please note that a table of measurements as well as a size conversion table is available on the Size Guide page as well as on each product sheet.
PAYMENTS AND DISCOUNTS
Need help with your discount code?
To use your discount code: log in to your account. The discount code will be requested in the shopping cart of your order.
How do I pay for my order?
We accept payment via Paypal, credit card, Visa and Mastercard.
After validating my order, when will I be charged?
Once your order is validated and after authorization from your bank, your account will be debited.
Is the payment secure?
The payment is 100% secure. The transactions made on www.musier-paris.com are secured by the payment system of our partner PAYPLUG. All the information exchanged to process the payment is encrypted thanks to the SSL protocol. This data cannot be detected, intercepted or used by third parties. It is not stored on our computer systems either. When you are asked to enter your credit card number, you can check with your browser that you are in a secure zone. These zones are identifiable thanks to the address which starts with https as well as by a closed padlock or a key at the bottom of your navigator. For your security, the PAYPLUG system checks that the connection with your browser is secure before sending your financial data. PAYPLUG is a service provider, and does not take charge of the disputes related to the orders. Those must be regulated directly with MUSIER PARIS or with your bank. Moreover, we have the 3D secure what makes it possible to avoid the frauds by checking the identity of the owner of the bank card. In addition to the credit card number, the expiration date of the card and the three digits of the security code (printed on the back of the card), we will ask you to enter a password, your date of birth or a dynamic code for single use.
I paid by credit card and did not receive a confirmation email?
If the credit card payment worked and you did not receive an order confirmation email within 5 minutes of placing your order, check that the email is not in your spam folder. Bank verification sometimes takes a little longer (security procedures) so the order is not immediately authorized and must be validated manually.
Are my banking details kept?
No banking information is stored on our site. Your banking data are directly entered on the secure server of our partner PAYPLUG. The banking information that you give, encrypted on your own computer, will never circulate in clear on the Internet.
CUSTOMER SERVICE
How can I contact customer service?
By mail to customer@musier-paris.com or directly via Please use our contact form.