Retuns & Exchanges

MUSKOO is committed to protecting your personal information and respecting your privacy. This Privacy Policy explains how we collect, use, and protect your personal data when you visit our website, make a purchase, or interact with us through any platform, including third-party services such as Shopify.

Shipping

All international orders are shipped from Dubai via trusted couriers (DHL, FedEx, Aramex, Emirates Post, etc.)

• Orders ship within 1–2 working days.
  
• Delivery time depends on your location.
• Full tracking is always provided.

Wrong Address or Missed Delivery

• Customers must enter a full and correct address at checkout.
• We are not responsible for delays or loss if:
• Address is incorrect or incomplete
• Customer does not answer courier calls
• Customer misses delivery attempts
• Customer fails to collect from the courier

If the parcel returns to us:

• You may pay for re-delivery, OR
• Request a refund (minus shipping + handling) if item is in resalable condition.

If the parcel is not returned, no refund applies.

Return Policy

Returns are only accepted when:

• Item is unopened, unused, sealed
• Customer contacts us within 3 days of delivery
• Return shipping is paid by the customer (unless item is faulty)

Non-returnable Reasons

• Opened, tested, used, or sprayed fragrances
• "I don’t like the scent"
• "Not what I expected"
• Comparisons to designer brands
• Strength, projection, or longevity complaints
• Small bottle/label variations
• Natural batch variations

Damaged or Leaking Items

If your product arrives damaged:

• Report within 3 days of delivery
• Provide clear photos/videos of:
• Outer packaging
• Shipping label
• Inside packaging
• Damaged/leaking product

The product must be unused and in original packaging.
After verification, we will issue a replacement or refund.
Late reports or missing evidence cannot be processed.

Order Cancellation

• Orders can only be cancelled before dispatch.
• After shipment, our return policy applies.
• Opened hygiene-sensitive items cannot be cancelled or refunded.

Fraud Prevention

To protect our customers and business:

• Photo/video evidence is required for damage or leakage claims.
• Fake claims or abuse may lead to:
• Denied refund
• Blocked future orders
• Report to courier or payment providers

Contact Us

For any help with orders, shipping, or returns:
📧 muskoobrand@gmail.com