Terms of Service

Last Updated: 21st September 2025

At Eden Muse we want to be clear about how our store works and how we handle your information. These policies explain what you can expect when you place an order with us – how we collect and use your details, how our Site runs, and the terms that apply when you use our website.

By using www.edenmuseuk.co.uk (the ‘Site’) and our services (the ‘Services’), you agree to follow these policies. Please be advised that ‘you’ refers to anyone using the Site and similarly; ‘we’, ‘us’ and ‘our’ refers to the Eden Muse Team.

All our policies are subject to change, from time to time meaning we may update our policies as we improve or update the way we do things. We'll always do our best to keep you informed by adding the latest date to our policies.

By continuing to order with us, you agree to follow the most up-to-date policies.

PLEASE NOTE: AT THE MOMENT FOR MOST OF OUR ITEMS WE CAN ONLY OFFER PRE-ORDERS (ORDER DELIVERIES ARE ESTIMATED WITHIN 2-4 WEEKS AND WILL BE PROCESSED IN THE ORDER THEY WERE RECEIVED).

[A] Shipping Policy

We are a small team here at Eden Muse and we take pride in carefully preparing each order. Here’s what you can expect when placing an order with us.

[A.1] Order Processing

- Orders are processed within 2–4 business days. Once your order is ready, we’ll send you a confirmation email with tracking details.

- Once processed, Eden Muse are not responsible for delays, lost, or damaged orders.

- Shipping is calculated at checkout, based on your location and selected shipping method. Upon completion, you will receive a tracking number to follow your order's journey.

[A.2] Dispatch Times

Orders are shipped Monday–Saturday.
No dispatch takes place on Sundays or UK bank holidays.
Orders placed after our daily cut-off will be dispatched on the next available shipping day.
Example: An order placed on Saturday after 10am will be shipped on the following Monday.
Occasionally, dispatch may be delayed due to reasons outside of our control (e.g. postal service closures, courier strikes, severe weather). We always work to send your order as quickly as possible.

[A.3] Shipping Providers & Costs

Shipping is handled by third-party couriers (e.g. Royal Mail).
Shipping fees paid at checkout are passed directly to the courier and are therefore non-refundable, except in the case of significant courier error.

[A.4] Customer Address Responsibility

Orders are shipped to the exact address provided at checkout.
Please double-check all details (shipping address, name, email etc…).
If an order is undeliverable and returned to Eden Muse, the customer must cover reshipping costs.
If an incorrect address leads to delivery to the wrong location, Eden Muse cannot issue refunds or replacements.

[A.5] Missed Deliveries

If you miss a delivery, the courier may hold your parcel at a local depot.
It is your responsibility to collect the parcel before the retention period expires.
If the order is returned to Eden Muse, the customer must pay for reshipping. Refunds will not be provided.

[A.6] Lost Orders

In the rare event an order goes missing, Eden Muse must wait 14 days from the shipping date before filing a lost order claim with the courier.
Investigations typically take 1–3 weeks. Once the courier confirms the order is lost, we will issue a look to issue a replacement.
As a small business, we are required to follow courier claim procedures and cannot issue instant refunds/replacements.

[A.7] Deliveries

All quoted delivery times are estimates only and may vary due to delays out of our control.

[A.7] International Orders

In extreme cases, international orders may take up to 6 weeks to complete.
Customs duties, import taxes, and fees are the responsibility of the customer.
If customs charges are unpaid and the parcel is returned to Eden Muse, shipping fees are non-refundable, and the customer will be liable for reshipping.

[B] Returns/ Exchange Policy

PLEASE NOTE: WE ARE CURRENTLY ONLY OFFERING EXCHANGES – this is subject to change, please see our full returns/ exchange policy below.

To request an exchange, please contact us via email/ Instagram DM
Please find our contact details are linked below in the ‘Contact us’ section.

[B.1] Eligibility

Items must be returned in the original condition and packaging.
Customers must include order identification (name & order number).
Without this, we cannot process your exchange/refund.

[B.2] Non-Returnable Conditions

Returns will be rejected if items show:

Marks or stains (makeup, deodorant, dirt etc…).
Damage such as pulls, tears, or rips.
Excessive human or pet hair.
Strong odours (smoke, perfume, pets, deodorant, washing detergent)
If the item is unsellable, the return will be rejected.

[B.3] Return Postage Costs

Customers are responsible for return postage costs.
Original shipping fees are non-refundable as they are paid directly to the courier.

[B.4] Timeframe

Returns must be sent within 10 calendar days of receiving your order.
Returns sent after this period will be refused.
Do not return an item without contacting Eden Muse first.

[C]. Incorrect or Faulty orders

If you receive an incorrect or faulty order, contact us immediately via email or Instagram DM.

[C.1] Reporting an Issue

When reporting an issue with your order, please provide us with the following:

- Your full name

- Order number & date

- Clear photos of the issue

[C.2] Resolution Process

We will provide a prepaid return label.
Once the incorrect/faulty item is received, we will send the correct replacement.

[C.3] Policy Notes

Refunds/ exchanges are not issued for incorrect or faulty items; a replacement will be provided.
The replacement will match the original order (style/size cannot be changed).

[D]. Cancellations

Orders can only be cancelled before dispatch and prior to receiving “Your order is on the way” email.
Once dispatched, cancellations are no longer possible. Customers must instead return the parcel after delivery following our Returns Policy.
Shipping fees for cancellations/returns are non-refundable.

[D] Privacy Policy

We do not sell or share your information with third parties, except as required to complete your purchase (e.g., payment processors, shipping carriers). All transactions are processed securely and by using our site, you consent to the collection and use of your information as outlined in this policy.

[D.3] When you use Eden Muse, we may collect the following types of information:

- Personal details: name, email address, phone number, and shipping/billing addresses.

- Payment details: securely processed through trusted payment providers (we never store your full card details).

- Account information: if you create an account, we may store your login details.

- Browsing information: such as IP address, device type, and pages you visit, collected via cookies or similar tools.

[D.4] We only share your information when necessary to provide our services, including with:

- Payment processors (to securely complete your order).

- Shipping carriers (to deliver your order).

Service providers (such as website hosting or email platforms).

[D.5] Data Rights

If you are a UK/EU customer, you have the right to access, amend, or request deletion of your data.
Data may be transferred outside of the UK/EU (e.g. to Shopify servers).

[E] Data Retention

Order information is kept unless you request deletion.

[E.1] Children’s Privacy

Eden Muse is not intended for individuals under the age of 16.

If an order is undeliverable and returned to Eden Muse, the customer must cover reshipping costs.