HOW LONG WILL IT TAKE TO PROCESS MY ORDER?

We aim to pack and dispatch all orders within 24 hours between Monday and Friday.

As a brand that’s very active on social media, there will be times where our posts will go viral. During this time we have a big influx of orders. All items are quality checked and packed with a lot of care and attention to ensure you have a great unboxing experience when receiving your order, therefore it may take up to 72 hours for your order to be dispatched during our busy periods.

PLEASE NOTE: For UK Priority Shipping the cut off for same dispatch is 12PM and your items will be packed and dispatched on the same day. For orders placed past 12PM your items will be packed and dispatched the following working day.

HOW CAN I WASH MY CURLER?

The first way in which you can wash your curler is via washing machine on 30 degrees (silk and delicate wash setting) and make sure to let it air dry. We do not recommend tumble drying your curler as it may cause damage to the delicate fabric.

Alternatively you may fill the sink with luke warm water mixed in with washing detergent and leave to sit in the water for at least 15 minutes. Run the curler under clear water and squeeze gently until the water runs clear. It’s best to allow the curler to air dry.

SHOULD I APPLY THE ZERO HEAT SET ON DAMP OR DRY HAIR?

To achieve the best results for curls that last all day long - we recommend applying the Zero Heat Set on dry hair dampened with a Leave In Conditioner or a Hair Mist. This will minimise the frizz and give you beautifully defined curls.On non-hair wash days you can simply dampen the hair with a leave-in conditioner.

ARE CUSTOMS FEES INCLUDED IN THE TOTAL PRICE FOR ORDERS TO EUROPE?

Custom charges on your order once it arrives at your destination country are out of our control. The delivery charge you pay via our website is the cost of shipment service made by the courier, you may or may not be subject to Import Duty Tax upon arrival at your destination country. Each country in Europe will have different procedures for import tax duty payments.

CAN I MAKE CHANGES TO THE ORDER ONCE IT HAS BEEN PLACED ?

Unfortunately once an order is placed we are limited to the changes or alterations we can make. You would need to contact our customer service team to see if the change you’re requesting is possible or to cancel your order.

WHAT IS OUR RETURN/ EXCHANGE POLICY?

We are pleased to offer a return policy on unopened products within thirty (30) days after you've received your order.*

We find that we have very low return rates and we are proud of the high quality hair products that we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on products that have not been opened, worn or tampered with. 

All items are checked upon arrival before any refund is issued. If your order does not meet these requirements, you will be liable to pay reshipment costs.

*If you’ve changed your mind and decide to return your unused products, the shipping costs for return would not be covered by Eternal Muse.