FAQs
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay and Afterpay.
WHICH CURRENCY WILL I BE CHARGED IN?
To change the currency for comparison purposes, select the relevant currency link on the top left-hand side of the screen from the drop-down list. Please note all orders will be charged in AUD.
WHICH COUNTRIES DOES MAMA MUSE SHIP TO?
Headquartered in Sydney, Australia, MAMA MUSE ships to over one hundred countries worldwide including Asia, Europe and the Americas.
If your desired shipping destination is not available, please email our customer care team directly at customercare@mama-muse.com and, where possible, we will endeavour to arrange shipment to that destination.
HOW MUCH IS SHIPPING?
Delivery is FREE for all orders:
- $100 AUD and over Australia-wide
- $150 AUD and over to New Zealand
- $300 AUD and over for all International shipments
For any order below these amounts, the following shipping charges apply:
- Australia: $8.95 AUD (all orders $99 AUD and below)
- New Zealand: $15 AUD (all orders $149 AUD and below)
- Rest of World: $45 AUD (for all orders $299 and below)
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We aim to dispatch your orders as soon as possible (usually within 24 hours of receiving your order). Please allow up to 2 business days during sale and holiday periods.
You can track your order here www.auspost.com.au/track and here https://www.dhl.com/au-en/home/tracking.html .
Orders made within Australia and/or New Zealand should arrive within 3-6 business days and are dispatched via standard Australian Registered Post. For locations outside of metropolitan areas please allow an additional 2 business days for delivery.
International orders for metropolitan areas close to large cities should arrive within 2-4 business days and regional areas within 3-7 business days and are dispatched via DHL Express or Australia Post International Express. Please note actual delivery times may vary depending on your shipping location and international customs and processing times.
WHO IS RESPONSIBLE FOR CUSTOMS DUTIES AND SALES TAXES?
The price stated on our website is inclusive of any Australian sales taxes (GST).
If you are buying from outside of Australia, in addition to any applicable delivery charge, you may incur duties and taxes levied by the country to which you have specified delivery of your order.
HOW CAN I CANCEL OR AMEND AN EXISTING ORDER?
Before your purchase(s) have been prepared for dispatch, we are able to cancel an item, change the size (subject to stock availability) or edit your billing and shipping details. If you need to make any changes to an existing order, please email our customer care team as soon as possible on customercare@mama-muse.com.
HOW CAN I TRACK MY ORDER?
Once your debit/credit card, PayPal or Afterpay payment has been approved, your order will be dispatched from Sydney, Australia via standard Australian Registered Post (domestic and New Zealand orders) or via DHL Express or Australia Post International Express (International orders).
You will receive a shipping confirmation email with a unique tracking number. Once in receipt of this tracking number you can check the real-time status of your shipment via the courier’s website. You can track your order here www.auspost.com.au/track and here https://www.dhl.com/au-en/home/tracking.html .
Both DHL and Australia Post provide SMS notifications updating you of the status of your parcel. Alternatively, you can email us on customercare@mama-muse.com and we will track the order on your behalf.
WHAT IS YOUR RETURNS PROCEDURE?
You may return your goods to us and we will refund your purchase in full (exclusive of any shipping costs/duties/taxes levied) provided that the goods are received by us unused and in a perfect saleable condition with all tags attached.
Please ensure that you return the goods to us within 14 days from the date receipt. Goods to be returned within 7 days from the date of receipt if the item has been purchased on sale. We will not be able to accept returns made outside this time period.
Goods are returned to us at your own expense. We recommend that you send your items via recorded post or a reputable courier company and that you retain proof of postage as we cannot accept responsibility for items which are lost in transit.
Returns should be made to the following address:
Mama Muse Returns
4 Keston Avenue
Mosman NSW
Australia 2088
Provided the goods are returned in the same condition as we shipped them, we will arrange the refund against your debit/credit card, PayPal or Afterpay account. This refund will be processed within 2 business days of us having received the returned goods. Please allow up to 10 business days for international refunds. Refunds will be made to the original payment method and you will receive an email (to the email address provided at the time of purchase) as proof of your refund.
All customs duties and sales taxes are non-refundable. However, you may be able to recover these costs by contacting your local customs bureau directly.
WHAT WILL HAPPEN IF I RECEIVE A DAMAGED OR INCORRECT ITEM?
Should any item you receive be damaged, defective or incorrect, we apologise and will take steps to rectify the issue as soon as possible. Please email our customer care team at customercare@mama-muse.com.
HOW CAN I REDEEM MY GIFT CARD?
Gift Cards are available for purchase in AUD from our website. Purchases made against the Gift Card are subject to our standard shipping costs. Gift Cards expire 36 months (3 years) from the date of purchase. Gift Cards older than 36 months may be redeemed solely at our discretion.
Gift Cards cannot be returned or exchanged for cash. All returned items that were paid for with a Gift Card will be refunded as store account credit, which can be redeemed against future orders.
If you are unable to redeem your Gift Card, please contact our customer care team at customercare@mama-muse.com.
THE ITEM I WANT IS OUT OF STOCK! CAN YOU HELP?
Should you wish to purchase an out of stock item, please email our customer care team at customercare@mama-muse.com to be added to our waitlist.
WHAT SIZE AM I?
Your MAMA MUSE maternity size is the same as your pre-pregnancy size. However, to ensure the best fit, please refer to the notes on our ‘Size & Fit’ tab next to each product description and visit our SIZE CHART for measurements.
MORE QUESTIONS?
Our Customer Care and Fit Experts are always on hand to assist with:
- Size and fit advice
- Detailed product information
- Delivery matters
- Exchange and return queries
- Placing orders
General enquiries: customercare@mama-muse.com
WHOLESALE ENQUIRIES
Contact Stephanie Bailey: stephanie@mama-muse.com
PRESS ENQUIRIES
Contact Stephanie Bailey: stephanie@mama-muse.com
HOW DOES MAMA MUSE ENSURE YOUR ONLINE SECURITY?
We want our customers to have complete peace of mind when they shop online with MAMA MUSE. To this end, we have put every measure in place to make the checkout process safe and secure.
MAMA MUSE uses the internationally regarded Shopify eCommerce platform as our shopping cart solution. This software complies with stringent security standards and, importantly, includes a PCI compliant shopping cart and hosting.
The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organisations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was established to reduce credit card fraud by increasing controls around credit card data. In order for retailers to sell products online and accept credit card payments, their software and hosting must be PCI compliant.
There are six categories of PCI standards that must be met in order for a merchant to be deemed compliant:
- Maintain a Secure Network
- Protect Cardholder Data
- Maintain a Vulnerability Management Program
- Implement Strong Access Control Measures
- Regularly Monitor and Test Networks
- Maintain an Information Security Policy
Shopify is certified Level 1 PCI DSS compliant and this certification covers MAMA MUSE’S online store, its shopping cart and web hosting.
For additional information on PCI Compliance, visit the PCI Compliance Guide website https://www.pcicomplianceguide.org.
Since MAMA MUSE accepts payments with Stripe, we are also compliant with the revised Payment Services Directive (PSD2) for merchants selling in the European Economic area.
HOW WILL WE PROTECT YOUR PERSONAL INFORMATION?
MAMA MUSE will not sell your name, address, email address, credit card information or personal information to any unrelated third party without your express permission.
We comply with the standards and requirements of the applicable data protection laws to ensure your personal information retained by us is appropriately secure and processed lawfully and fairly. However, by offering worldwide shipping, we may have to pass on your information to countries or jurisdictions that do not provide the same level of data protection. We will endeavour to do our best to protect your personal data - however, we cannot guarantee the security of data transmitted to our site and any transmission of personal data is at your own risk.
For more information, please refer to our Privacy Statement.
