Returns and exchanges

How do I return?

• Enter your order number and email address in the fields above and click Start.

• Follow the instructions and select the items you want to return.

• You will get a confirmation email with the shipping guidelines once the return request is approved.

• You can return the parcel using any Zásilkovna submission point.

What items are returnable?

• We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

• Panties cannot be exchanged & refunded due to hygiene reasons.

• To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

• Items sent back to us without first requesting a return will not be accepted.

• We reserve the right to reject returns sent or communicated beyond the return peroid limit, or items which are not in its original and unaltered condition.

Can I exchange an item for another?

• At the moment this is not a possibility. You will need to return your item once received. You will get a refund and then you can place a new order with the desired products.

Are there any charges for return?

• Returns have a cost of 100 Kč that will be deducted from the refunded amount.

• However, as the parcel remains your responsibility until it arrives to us, please remember to keep a proof of dispatch. 

How soon will I get my refund?

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

• The refund will be made via the same payment method used to make the purchase.

• If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 14 working days.

You can always contact us for any return question at info@muskado.com .