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YOUR QUESTIONS – COVID 19
 
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 the orders during the lockdown period? 
The order preparation times are not impacted thanks to the logistics team which remains mobilized by scrupulously respecting all the measures barriers to ensure you a delivery in the best conditions. 
 
Is it possible to contact customer service during a period of lockdown? 
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 with frequently asked questions. 
 
What delivery methods are 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 lockdown? 
Our delivery times are not extended. We make every effort to ensure that your order reaches you as soon as possible, however, please note an additional delay for pre-ordered items, as well as during the launch period of a new collection. 
 
I had to change my address with lockdown, 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, it will be at your disposal to help you change your address. 
 
What to do if my package is currently in relay point? 
If you have not yet picked up your parcel and your relay point has been closed, you will receive a Mondial Relais communication to inform you of the new address of your relay point. 
 
Can my package still be delivered to 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 impacted? 
Our delivery times are not extended. We make every effort to ensure that your order reaches you as soon as possible, however, please note an additional delay for pre-ordered items, as well as during the launch period of new collections. 
 
Can I continue to be delivered to Mondial Relay Point during the lockdown period? 
No, we have suspended Mondial Relay delivery. The home delivery with our carriers GLS, Chronopost and DHL is assured in the respect of sanitary measures. 
 
How do I exchange my product? 
We exchange items within 15 days of receipt. Should you encounter any difficulty in returning it, please do not hesitate to contact our customer service department customer@musier-paris.com. You can also make a request directly via our website. 
 
What are the procedures for returns during the lockdown period? 
You have 15 days to change your mind and return the item to us in its original condition. Should you encounter any difficulty in returning it, please do not hesitate to contact our customer service department customer@musier-paris.com
 
Are repayment terms impacted with lockdown?
No, the refund is made within 15 days from the date on which the return was received by our warehouse if all the conditions mentioned in the return procedure are met. 
 
Will I get a refund if I make a return within this period? 
Yes, 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. 
 

FAQ


Has my order been taken into account?
Upon acceptance of your payment, you will be redirected to a payment confirmation page. You will then receive a confirmation email summarizing the details of your order. If you did not receive this email, please check your spam folder. If necessary, we invite you to contact our service indicating the date and the amount of the order.

I still haven't received my order yet. Is this ok?
Check that your order has been taken into account by logging into your MUSIER PARIS account. You will find the status of your order in your order history. By clicking on the tracking number of your order you will be redirected to the website of the provider you have chosen to track your package. If after 10 working days you have not received anything, please contact our customer service with your tracking number.

Is it possible to cancel my order?
Once you have received the email confirming your order, you cannot cancel it. However, you will be able to return the items after receipt for a refund. You will then be responsible for the return costs.

What should I do if I received an incorrect item/size?
If you receive a wrong item please contact our customer service department with your order number and the problem you encountered, we will then give you a return number so that you can proceed with the return.

What do 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 department to open an inquiry with the provider. If your package is not damaged and you are missing a part, please contact our customer service.

What should I do if I have received a faulty item?
MUSIER PARIS pays the utmost attention to the quality of its products. If, however, a defect is to be reported, we invite you to report this problem as soon as you receive the product by sending a photo to our customer service department. If the product is validated as being defective by customer service, we will then send you a free return voucher. MUSIER Paris will pay for the return shipping costs. We will send you a conforming part of the ordered item as soon as we receive your defective item. In the event that the item is no longer in stock, we will reimburse it immediately.

Do I need to create an account to order with you?
Account creation is not mandatory.

What if I don't receive your e-mails and newsletters?
You can enter your email address in the field at the bottom of the page, under the heading "Subscribe to the newsletter".

How can I unsubscribe from the MUSIER newsletter?
Log in to your account. In the "Information" section, uncheck "I subscribe".

I would like to send a gift
Each product is delivered in tissue paper, in a gift pouch without a price tag, so it will make a great gift. To do this, the delivery address must be different from the billing address.

The article I'm looking for isout of stock. Will it be restocked?
The article I'm looking for isout of stock. Will it be restocked? If the item you want is out of stockin stock, you will have the possibility to pre-order it by clicking in the product sheet "pre-order", 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 dealers. Please note that a table of measurements and a size conversion table is available on the Size Guide page and 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 payments via Paypal, credit card, Visa and Mastercard.

After validating my order, when will I be debited?
Once your order has been validated and after authorization from your bank, your account will be debited.

Is the payment secure?
The payment is 100% secure. Transactions carried out on www.musier-paris.com are secured by the payment system of our partner PAYPLUG. All information exchanged to process the payment is encrypted using SSL protocol. This data can neither be detected, intercepted nor used by third parties. Nor are they stored on our computer systems. When you are asked to enter your credit card number, you can check from your browser that you are in a secure area. These zones are identifiable thanks to the address which then starts with https as well as by a closed padlock or a key in 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 responsibility for disputes arising from orders. These must be settled directly with MUSIER PARIS or with your bank. In addition, we have 3D secure, which prevents fraud by verifying the identity of the credit card owner. In addition to the credit card number, card expiry date and the three digit security code (printed on the back of the card), you will be asked to enter a password, your date of birth or a dynamic one-time-use code.

I paid by credit card and I didn't receive a confirmation email?
If the payment by credit card worked and you have not received an order confirmation email within 5 minutes of your order, check that the email is not in the spam file of your mailbox. The bank verification sometimes takes a little longer (security procedures) so that the order is not immediately authorized and must be validated manually.

Are my bank details kept?
No banking information is stored on our site. Your bank details are entered directly on the secure server of our partner PAYPLUG. The banking information you give, encrypted on your own computer, will never circulate unencrypted on the Internet.


CUSTOMER SERVICE

How do I contact customer service?
By email to customer@musier-paris.com or directly via our contact form.