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Returns
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At Etoile Mugo, customer satisfaction is our top priority. We strive to ensure that all our products, including our customized outfits, skincare items, hair growth oils, and upcoming African snacks, meet your expectations. If you are not completely satisfied with your purchase, we’re here to help.
1. Eligibility for Returns
We accept returns for most of our products, provided the following conditions are met:
- The item must be returned within 14 days of receipt.
- The item must be unused, unworn, and in its original packaging, with all tags and labels attached.
- Customized or personalized items (such as bespoke outfits) are not eligible for returns unless they are defective or damaged upon arrival.
- Skincare products must be unopened and in their original condition for hygiene reasons.
2. Non-Returnable Items
Certain products are not eligible for return due to hygiene and safety reasons, including:
- Opened skincare products.
- Any snacks or consumables once opened or tampered with.
- Customized clothing unless it arrives damaged or defective.
3. Damaged or Defective Items
If you receive a damaged or defective item, please notify us within 48 hours of receiving your order. We will arrange for a replacement or refund as quickly as possible. Please provide photos and details of the defect to help us resolve the issue efficiently.
4. Return Process
To initiate a return, follow these steps:
Contact Us: Reach out to our customer service team via email at [Insert contact email] or phone at [Insert contact number] to notify us of your return request. Include your order number, item details, and reason for the return.
Return Authorization: Once your return is approved, we will provide you with a Return Authorization number and instructions for shipping the item back to us.
Shipping: You will be responsible for the shipping costs of returning the item unless it was damaged or defective upon arrival. We recommend using a trackable shipping method, as we are not responsible for items lost during return transit.
Inspection and Refund: Once we receive your returned item, we will inspect it to ensure it meets our return criteria. Refunds will be processed to the original payment method within 7-10 business days of receiving the return.
5. Exchanges
If you wish to exchange an item for a different size or product, please follow the same return process and place a new order for the replacement item.
6. Refunds
Refunds are issued to the original form of payment, excluding shipping costs (unless the return is due to an error on our part, such as a damaged or incorrect item).
7. Contact Us
If you have any questions or need assistance with your return, please contact us:
Etoile Mugo
Email: support@etoilemugo.com.au
Phone: (500) 8001 8588
We value your business and are committed to ensuring you have a positive shopping experience with us.
