SHIPPING POLICY

1. Shipping Methods & Delivery Times

Muzun Store ships to customers across the MENA and GCC regions. All orders are carefully packaged and shipped via reliable international courier services.

Standard Delivery Times:

Gulf Cooperation Council (GCC) 7-12 Business Days Express Courier MENA 12-18 Business Days Standard International 14-21 Business Days Standard International Business days are Monday through Friday, excluding public holidays in the UK and destination country.

2. Shipping Costs

Shipping costs are calculated at checkout based on:

  • Order weight and dimensions

  • Destination country

  • Selected shipping method

  • Current carrier rates

Shipping costs are non-refundable once an order is placed and has been processed.

3. Order Processing

Processing Time: 2-3 business days after order confirmation.

All orders are carefully quality-checked, packed securely, and prepared for shipment. You will receive a tracking number via email once your order ships.

4. Tracking Your Order

Once your order ships, you will receive:

  • Email notification with tracking number

  • Carrier details (DHL, Aramex, FedEx, or other international courier)

  • Link to track your package in real-time

5. Customs & Duties

IMPORTANT: For international orders, customers are responsible for:

  • Any import duties or taxes imposed by their country

  • Customs documentation or declaration fees

  • Any delays caused by customs clearance

These charges are determined by your country’s customs authority and are not included in the shipping cost. We recommend checking your country’s import regulations before ordering.

6. Delivery Issues & Support

Delayed Deliveries:

  • Minor delays (1-3 days beyond estimated time) may occur due to courier schedules

  • We will contact you if we’re aware of significant delays

  • For delays exceeding 5 business days, contact us for assistance

Lost or Damaged in Transit:

  • Report to us within 48 hours of receiving notification that package is lost

  • Provide tracking number and photos of damage

  • We will investigate with the courier and assist with resolution

7. Refunds for Shipping Issues

We will issue a refund or replacement for:

  • Orders lost in transit (after investigation by courier)

  • Orders damaged by the courier company (not customer damage – see Section 9)

  • Orders undelivered after 30+ days from shipment

No refund will be issued for:

  • Delays within the estimated delivery window

  • Customer unavailability during delivery attempt

  • Customs holds or delays

  • Packages held at customs

8. Damaged Products – Responsibility & Returns

Products Damaged by Courier During Shipping:

If your package arrives damaged due to courier mishandling:

1. Report within 48 hours with photos of:

  • External packaging damage

  • Product damage

  • Tracking information

2. We will investigate with the courier

3. If courier is found responsible, we will replace the item or issue a refund

Claim Process:

  • Send photos and tracking number to: info[at]muzunstore.com

  • Include your order number and detailed description of damage

  • We will respond within 3-7 business days

9. Products Damaged by Customer – NOT RETURNABLE

IMPORTANT – NO RETURNS FOR CUSTOMER DAMAGE:

Muzun Store cannot accept returns for:

  • Products damaged by the customer after delivery

  • Products opened, used, or tested by the customer

  • Products with tampered or damaged packaging due to customer handling

  • Cosmetics/beauty products that have been used or applied

  • Products where seals have been broken

Reason: For health and safety reasons, cosmetics and beauty products cannot be restocked or resold if seals are broken or products have been opened.

Upon Receipt: When you receive your order, inspect it immediately in the presence of the delivery person if possible. If you notice damage:

  • DO NOT ACCEPT the package or note the damage on the courier’s receipt

  • Contact us immediately with photos and the courier’s damage notation

  • We will handle the claim with the courier

10. Unopened & Unused Returns

Eligible for Return (within 14 days):

  • Unopened, sealed products

  • Unused items in original packaging

  • Defective products due to manufacturing errors (not customer handling)

Return Process:

1. Contact info[at]muzunstore.com within 14 days of delivery

2. Provide order number and reason for return

3. Obtain return shipping label

4. Ship back to us at customer’s expense

5. Upon receipt and inspection, we will process refund (minus original shipping cost)

Return Shipping:

  • Customer pays for return shipping costs

  • We recommend using tracked shipping for return packages

  • Risk of loss during return shipping is customer’s responsibility

11. Refund Timeline

Once we receive and inspect your returned item:

  • Refund processing: 5-7 business days

  • Refund to original payment method: 7-14 business days (depending on your bank)

Please note: Original shipping cost is non-refundable.

12. Defective Products

If you receive a product that is defective due to manufacturing error (not customer damage):

1. Contact us within 7 days with photos and details

2. We will assess the claim

3. If approved, we will replace the item or issue a refund at our discretion

4. Return shipping will be covered by Muzun Store

13. Address Changes

After Order is Placed: If you need to change the delivery address, contact us immediately (within 24 hours of placing the order). Depending on processing status, we may be able to update the address at no extra cost.

After Order Shipped: Unfortunately, we cannot change the address once the package has been picked up by the courier. You may contact the courier directly to arrange redirection if available.

14. Signature on Delivery

Some orders may require a signature upon delivery for security purposes. You are responsible for being available to receive the package.

If you miss delivery:

  • The courier will leave a notice

  • Contact the courier to arrange redelivery

  • Repeated failed delivery attempts may result in the package being returned to us

15. Force Majeure

We are not responsible for delays or failures to deliver caused by:

  • Natural disasters or extreme weather

  • War, terrorism, or political unrest

  • Strikes or labor disputes

  • Government actions or regulations

  • Courier service disruptions

In such cases, we will make reasonable efforts to inform you and arrange alternative delivery when possible.

16. International Restrictions

Muzun Store does not ship to:

  • Countries under international sanctions.

  • Regions with restricted courier service.

  • Addresses we deem unsafe or undeliverable.

Current restrictions will be displayed during checkout.

17. Prohibited Items

Certain items cannot be shipped to specific MENA countries due to customs regulations:

  • Alcohol-based products (some countries).

  • Certain medications.

  • Items prohibited by local law.

We will notify you before processing payment if your order contains restricted items for your destination.

18. Contact for Shipping Issues

Email: info[at]muzunstore.com

Response Time: 24-48 business hours

Include: Order number, tracking number, photos (if applicable), and detailed description of issue

19. Changes to Shipping Policy

Muzun Store reserves the right to modify this shipping policy at any time. Changes will be effective upon posting to the website. Continued use of the website constitutes acceptance of the updated policy.

20. Disclaimer

While we make every effort to deliver on time, delivery dates are estimates and not guaranteed. We are not liable for any losses or damages resulting from shipping delays, lost packages, or courier errors, except as provided by applicable law and our liability terms.