Delivery policy
Last updated: 15 September 2026
At Muserelle we want you to know where your order is from the moment you place it. This policy applies together with our Returns & Refunds Policy — please read both before you order.
1. Delivery timeframe
Processing — the time from your order being confirmed to the parcel leaving the fulfilment centre — takes 1–3 working days. Delivery with the courier takes an estimated 3–5 working days, so allow 4–8 working days in total. Orders are prepared Monday to Friday, excluding bank holidays; an order placed at the weekend enters processing on the next working day. During exceptionally busy periods and the run-up to Christmas, processing can take up to 2 additional working days.
Delivery estimates are estimates based on courier performance, not guaranteed dates: postal disruption, severe weather, bank holidays and customs inspections can push them out. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a parcel is late or lost.
2. Where we deliver and what it costs
We deliver throughout the United Kingdom; we don't currently deliver outside the UK. Delivery is free on all orders — no minimum spend, no delivery charges added at any stage, and nothing collected on delivery. We ship with Royal Mail, and every order is tracked.
3. Tracking your order
You'll receive an order confirmation immediately, and a dispatch confirmation with your tracking number once the parcel leaves the fulfilment centre. Allow 2–5 working days for the first scan to appear — a tracking page that hasn't updated in the first days is normal, not a sign that something has gone wrong — and updates can be less frequent while the parcel travels between mail centres. If your tracking hasn't updated for 10 working days, contact us and we'll check with Royal Mail.
4. Orders sent in more than one parcel
Items are dispatched from the fulfilment centre that holds them, so an order with several items may be sent in separate parcels on different days, each with its own tracking number and email, at no extra charge — you're only charged for the items in your confirmed order. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
5. Cancelling an order
Every order is passed to our fulfilment centre automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, sizes, colours and delivery address carefully before you confirm.
To cancel within the 5-minute window, email support@muserelle.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 1 is the time the fulfilment centre needs to prepare your parcel; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 6).
6. Your delivery address and uncollected parcels
Please check your address carefully before completing your order — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any flat number and postcode, and add a phone number for the courier. Address changes are only possible within the 5-minute window in section 5; after dispatch, Royal Mail can't redirect a parcel to a different address.
Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from the local delivery office within Royal Mail's timeframe (usually 18 days), are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.
Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
7. Delayed or missing parcels
Every order is tracked, and we monitor shipments for anything that stalls. If tracking shows no movement for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, contact us with your order number. We'll open the investigation with Royal Mail ourselves, which can take up to 10 working days. If the parcel is confirmed lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
8. Parcel shows as delivered but hasn't arrived
Check the usual places first — neighbours, household members, a porch, a communal entrance or building management — and review Royal Mail's proof of delivery; parcels are sometimes scanned shortly before the final handover, and a "delivered to neighbour" card is easy to miss. If it hasn't appeared, contact us within 7 days of the delivery scan so we can raise a claim with Royal Mail. We look into every case; where proof of delivery to your address is provided (GPS scan, photo or signature), the outcome of the claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 12 applies.
9. Damaged on arrival
If your order arrives damaged, keep the outer packaging until the claim is resolved and email us within 3 working days of delivery with your order number and clear photographs of the item, the packaging and the shipping label. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 7).
10. Ordering for a specific date
Buying as a gift for a birthday, Christmas or another occasion? Order well ahead of the date you need it — our delivery window runs 4 to 8 working days, and postal services run slower in December and around bank holidays. We can't guarantee arrival before a specific date, and a delivery that misses an occasion isn't a fault or a reason to cancel.
11. VAT and duties
All prices are shown in pounds sterling and include VAT at 20%. The total at checkout is the total you pay — no customs charges, no handling fees, and nothing collected on delivery.
12. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 5.
13. Customer service
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@muserelle.com