I am outside of the US, do I have to pay customs and taxes?
For shipments to other countries, we offer Delivered Duty Unpaid (DDU), which means the customer is responsible for duties and taxes upon arrival to local customs. Please, note that duties and taxes assessed by customs vary by country and product.
How fast are orders fulfilled?
All orders are fulfilled within 24 hours.
Queen Musia is not responsible for any delays that might be caused by force majeure events (natural disasters, customs, strikes, political events, warfare etc.).
Can I cancel my order?
Unfortunately, we can’t cancel an order once it has been placed.
I have not received my order confirmation, what should I do?
Order confirmations can sometimes take up to 24 hours to receive. If you have not received your order confirmation email after 24 hours, please contact us at email@example.com.
How can I track my package?
Once your order has been fulfilled, you will receive an email from us with your tracking information.
Do you offer returns?
We are unable to offer refunds, returns, or exchanges. We are a family-owned company and believe that returned cosmetics create excess waste as they can’t be used by anyone else. All sales are final. Please note, Queen Musia reserves the right to refuse all returns, reshipments and refunds.
My items arrived damaged, what should I do?
In the unlikely event that a product arrived damaged, the customer must contact customer service at firstname.lastname@example.org within 24 hours of receipt. Customer must include photos of the product/damages and a screenshot of your order confirmation email.
I received incorrect items in my order, what should I do?
Please contact us at email@example.com within 24 hours receiving the order. Please, provide your order number along with a photo of the incorrect item you received.
What forms of payment do you accept?
We accept online payments through Visa, Mastercard, Apple Pay, and others. Shopify Payments will also offer additional payment methods based on country and region.
Where are your products manufactured?
Our products are made in Italy.
Are your products clean?
Our formulas are clean and EU and UK regulations compliant.
Are your products vegan?
Do you test products on animals?
All of our products are 100% cruelty-free, we do not and will not test on animals ever.
What temperatures do these products need to be stored at?
We recommend storing our products at room temperature in a dry area, away from direct sunlight and heat.