Shipping policy

SHIPPING & DELIVERY POLICY

At Muse + Vale, we believe luxury should arrive beautifully, securely and seamlessly. Every order is carefully prepared, packaged and dispatched with attention to detail, ensuring your delivery experience reflects the quality of our brand.

We offer a selection of Royal Mail delivery services to suit your needs, whether you're planning ahead or need your hair extensions to arrive a little sooner.

ORDER PROCESSING & DISPATCH

We aim to process and dispatch orders as quickly as possible, with most orders dispatched on the same working day where possible.

Please note:

Orders are typically processed within 1–3 working days, excluding weekends and UK bank holidays.
Orders placed before 12pm on a working day are prioritised for same-day dispatch, although this cannot always be guaranteed.
Orders placed after the daily cut-off, during weekends or on bank holidays will normally begin processing on the next working day.
During busy periods, product launches or promotional events, processing times may be extended.
Additional payment or security verification may occasionally be required before dispatch.

Delivery timeframes begin once your order has been dispatched, not when your order is placed.

UK DELIVERY OPTIONS

We currently offer the following Royal Mail delivery services:

ROYAL MAIL EXPRESS – TRACKED 24

Our faster tracked delivery option, perfect for when you need your hair extensions sooner.

Estimated delivery within 1 working day after dispatch.
Orders placed before 12pm are prioritised for same-day dispatch.
Fully tracked delivery with email updates.
Delivery estimates are not guaranteed.

Please note: Royal Mail Tracked 24 is an express service, but it is not a guaranteed next-day delivery service.

ROYAL MAIL TRACKED 48

Our standard UK tracked delivery service, offering reliable and secure delivery.

Estimated delivery within 2–4 working days after dispatch.
Fully tracked delivery.
Tracking updates provided via email.
Ideal for orders where next-day delivery is not essential.

ROYAL MAIL SPECIAL DELIVERY GUARANTEED BY 1PM

Our premium delivery option for time-sensitive and higher-value orders.

Guaranteed delivery by 1pm on the next eligible working day following dispatch, subject to Royal Mail's service conditions and postcode restrictions.
Fully tracked delivery with delivery confirmation.
Enhanced compensation cover, subject to Royal Mail's terms.
Orders placed before 12pm on working days are prioritised for same-day dispatch.

We particularly recommend this service for higher-value purchases, salon appointments, weddings, holidays and special occasions where delivery timing is important.

Saturday delivery is only guaranteed where the appropriate Saturday Guaranteed service has been selected and is available for the delivery address.

DELIVERY ESTIMATES & DELAYS

Delivery dates displayed at checkout are estimates unless a guaranteed delivery service is specifically selected.

While we make every effort to dispatch orders promptly, delivery may occasionally be affected by:

Adverse weather conditions.
Royal Mail operational delays or service disruptions.
Bank holidays and seasonal demand.
Incorrect or incomplete delivery information.
Circumstances outside our reasonable control.

If your order is delayed, please contact us and we will be happy to assist.

TRACKING YOUR ORDER

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

You can use this to follow your parcel's journey and check its estimated delivery date.

We recommend monitoring your tracking updates, particularly if your order is time-sensitive.

INCORRECT DELIVERY INFORMATION

Please ensure that your delivery address and contact information are accurate and complete before placing your order.

Incorrect or incomplete information may result in delivery delays or your parcel being returned to us.

If an order is returned due to an incorrect address supplied at checkout or unsuccessful delivery attempts, additional postage charges may apply before the order can be resent.

If you notice an error in your delivery details, please contact us as soon as possible. We will do our best to amend the information before dispatch, although changes cannot always be guaranteed.

LOST, MISSING OR DAMAGED PARCELS

We carefully package every order and use trusted delivery services to ensure your products arrive safely.

If your parcel appears to be lost, missing, damaged or significantly delayed, please contact us at info@museandvale.com.

We will investigate the issue with Royal Mail and work towards an appropriate resolution in accordance with your statutory rights.

For consumer orders, responsibility for the goods generally remains with Muse + Vale until they are delivered to you or a person you have nominated to receive them, subject to applicable law.

HIGH-VALUE ORDERS

For additional security, certain high-value orders may require payment or identity verification before dispatch.

We recommend selecting Royal Mail Special Delivery Guaranteed by 1pm for larger purchases, as this service provides enhanced tracking and compensation cover, subject to Royal Mail's terms and conditions.

Muse + Vale reserves the right to cancel and refund orders where there are reasonable grounds to suspect fraudulent activity.