Refund policy
Return & Refund Policy
North & Muse
1. Return Period
You have 30 calendar days from the delivery date of your order to initiate a change-of-mind return request. For items with significant defects or faults, the rights provided under applicable Canadian consumer protection legislation apply, which may extend beyond this period.
2. Cost Summary
To ensure full transparency, below is a summary of any costs related to returns:
| Cost Item | Amount |
|---|---|
| Restocking fees | $0.00 CAD |
| Return shipping — defective, damaged, or incorrect item | $0.00 CAD (North & Muse covers all costs) |
| Return shipping — change of mind | At the customer's expense |
All amounts are displayed in Canadian Dollars (CAD).
3. Return Conditions
To be eligible for a change-of-mind return, the item must meet the following requirements:
- The item must be unused, unwashed, and in its original condition.
- All original tags, labels, and packaging must be intact and undamaged.
- Proof of purchase (order number or receipt) must be provided.
The following items are not eligible for return:
- Items marked as "Final Sale" at the time of purchase.
- Perishable goods, underwear, or hygiene-sensitive items (e.g., earrings, swimwear, where applicable) for health and safety reasons.
- Items used, altered, or damaged by the customer.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, North & Muse will arrange a replacement or a full refund at no additional cost to you. For items valued under $41.00 CAD or items clearly damaged on delivery, we generally do not require physical return; for other cases, we will arrange free collection through a partner courier.
Action required: Contact us immediately at support@northandmuse.com within 30 days of delivery. Include your order number, a clear photo of the item and packaging, and a brief description of the issue. We will promptly arrange a free replacement or a full refund.
5. How to Initiate a Return (Change of Mind)
To ensure a smooth return process, please follow these steps:
- Contact us first: Do not send items without prior authorization. Email support@northandmuse.com with your order number and the reason for the return.
- Receive instructions: Our customer service team will respond within 1 business day (Mon–Sat) with specific instructions and the correct return address.
- Ship the item: Pack it securely and send it to the return address provided. We recommend using a trackable shipping method. North & Muse is not responsible for items lost or damaged during return transit for change-of-mind returns; this exclusion does not apply to defective, damaged, or incorrect items, for which we arrange and cover the return shipping.
6. Exchanges (Size or Color Replacement)
We offer free exchanges for size or color on the same item, subject to stock availability. To request an exchange:
- Contact us within 30 days of delivery at support@northandmuse.com, indicating your order number, the item to be exchanged, and the new size or color desired.
- Availability check: Our team will confirm the availability of the new item within 1 business day. If the requested item is not available, we will offer you a full refund or a store credit of equal value.
- Exchange shipping: Once we have received and verified the original item at our warehouse, we will ship the new item within 2 business days, at no additional shipping cost to you.
- Conditions: The item to be exchanged must meet the same conditions required for returns (unused, unwashed, with original tags and packaging intact).
Exchange shipping costs:
| Shipment | Cost |
|---|---|
| Shipping the new item to the customer | $0.00 CAD (covered by North & Muse) |
| Return shipping of the original item | At the customer's expense |
| Exchange for a defective or incorrect item | $0.00 CAD (both shipments covered by North & Muse) |
Only one free exchange per order is permitted. For additional exchanges on the same item, we recommend proceeding with a return and a new purchase.
7. Returns Address
All approved North & Muse returns must be sent to our dedicated returns facility. Please contact our customer service team at support@northandmuse.com to receive the correct return address before shipping your item.
⚠️ Important note: Do not send returns to any address other than the one provided by our customer service team. Returns sent to an incorrect address cannot be processed or refunded.
8. Refund Processing
Once we have received and verified your returned item at our facility (generally within 3 business days of receipt), we will notify you by email regarding the approval or rejection of the refund. If approved, the refund will be processed within 7 business days and credited to the original payment method.
The refund includes the product price and the original standard shipping costs paid at the time of the order (any "premium" or "express" shipping costs exceeding the standard rate are non-refundable). Return shipping costs for change of mind remain the customer's responsibility.
No restocking fees: We do not charge any restocking fees. You will receive a full refund of the product price. Processing times may vary depending on your bank or payment provider.
9. Consumer Rights
Our products are covered by guarantees that cannot be excluded under applicable Canadian consumer protection legislation. You are entitled to a repair, replacement, or refund in the event of a lack of conformity, as well as compensation for any foreseeable damages.
Nothing in this Return & Refund Policy limits or excludes your rights under applicable Canadian consumer protection legislation.
10. Cancellation Policy
If you wish to cancel your order, you must notify us within 24 hours, after which we reserve the right to refuse cancellation if your order is already being processed. In this case, kindly wait upon the receipt of the order — thank you for your understanding.
Please don't hesitate to reach out to our customer support team at any time: support@northandmuse.com
11. Contact and Company Information
For any questions or concerns regarding our Return & Refund Policy, please contact us:
| support@northandmuse.com | |
| Response time | Within 24 hours |
| Returns address | Provided upon return request approval |
| Hours | Mon–Sat, 9:00 AM – 5:00 PM ET |
