Frequently Asked Questions
Contact
How can I get in contact with you?
Email our customer service team at support@avenamuse.com.
Send us a message, and we will respond as soon as possible. Please note that we do not offer customer service via Instagram or Facebook. Multiple emails may cause processing delays — thank you for your patience!
Office Hours
Our customer service team is available Monday to Friday, from 09:00 to 17:00.
Payments
Which payment methods do you offer?
We offer the following secure payment options:
PAYPAL – When selecting PayPal at checkout, you will be redirected to log in or create a new account. Choose your preferred payment method (PayPal balance, direct debit, or credit card) and confirm the payment. Once PayPal confirms your transaction, we will immediately begin processing your order.
CREDIT CARD – We accept VISA, MasterCard, American Express, Apple Pay, Google Pay, and Shop Pay. Our trusted payment provider, Stripe, ensures a smooth and secure checkout experience. Your card will be charged once the order is completed.
Shipping
When will my order ship?
Orders placed before 23:00 are shipped the same day. Shipping times may vary depending on product availability.
Where is my order information?
Once your order ships, you will receive a confirmation email at the address provided during checkout.
If you do not receive an email, please check your spam or junk folder and add support@avenamuse.com to your safe sender list.
You can also view your order status on our Track Your Order page.
Can I redirect my parcel to a different address?
For security reasons, we are unable to change the delivery address once your order has been placed.
What can Avena Muse do if my package is lost?
Lost packages are rare. If your parcel does not arrive, please contact the carrier directly.
Avena Muse is not responsible for return shipping costs or lost/misdelivered packages. Please keep your proof of postage for reference.
I made a return. Will my delivery charge be refunded?
Unfortunately, we cannot refund shipping charges, duties, or taxes incurred during delivery. For details, please visit our Shipping page.
Order Information
I’m unsure about my size. Where can I find sizing help?
We want every customer to receive the perfect fit. Please refer to our Size Guide for general information.
If you still have questions, feel free to email our customer service team for personalized assistance.
Why was my order canceled?
If your order was canceled, please contact Customer Service at support@avenamuse.com so we can resolve the issue as quickly as possible.
I want to cancel my order. How can I do that?
You may cancel your order anytime before it ships. Once it has shipped, no changes can be made.
Please email Customer Service as soon as possible—although we cannot guarantee your request will be processed before dispatch.
I ordered the wrong item/size. Can I edit my order?
If your order has not yet shipped, we may still be able to adjust it. Contact our customer service team immediately.
Once your order ships, no changes can be made.
Order Tracking
How do I check my order status?
You will receive a tracking number via email once your package has been shipped.
You can track your order through the link in the email or by visiting our Track Your Order page and entering your tracking number, order number, email, or phone number.
My tracking information isn’t showing any details. Why?
Tracking details may take up to 72 hours to appear.
If you haven’t received your shipping email, please check your junk folder.
If no tracking details appear after 72 hours, contact Customer Service at support@avenamuse.com.
Returns
I’m not happy with my Avena Muse purchase. How do I make a return?
We’re sorry to hear that.
For full return and exchange details, please visit our Refund Policy page or email us at support@avenamuse.com.