Contact Us – MakeMuse

We’re here to help with any questions about your project, order, or our products. Whether you need assistance with a handmade piece, a DIY kit, creative materials, payment, delivery, tracking, returns, or a damaged/defective/incorrect/incomplete item – our support team is ready.

How to Reach Us

Customer Service Email:
service@makeandmuse.com

Response Times:
We reply to all enquiries within 2 business days. For urgent order matters, please clearly state “URGENT” in the subject line and describe the issue briefly, so we can prioritise it where possible.

Business Hours:
Monday – Friday, 9:00 – 18:00 (Beijing Time), excluding public holidays in China.

What to Include in Your Message

To help us resolve your request quickly and accurately, please provide:

• Your order number (if applicable);

• The email address used when placing the order;

• The product name or URL;

• A clear description of your question or concern;

• Clear photos or videos if the item, packaging, or shipping label shows damage, a defect, an incorrect product, or missing parts.

Please do not send multiple separate emails about the same issue – this may delay our response.

Return Authorisation – Important

Do not send any product back before contacting us.
Returns sent to the registered business address or to the address on the original parcel will not be processed unless our support team specifically instructs you to do so.

After reviewing your request, we will provide you with the correct return address and detailed instructions. Unauthorised returns may be refused or incur additional costs.

How We Handle Your Personal Data

When you contact us, we collect your name, email address, order details, and any other information you choose to share. We use this data only to respond to your enquiry, process your request (e.g., refund, replacement), and improve our customer service. We do not share your information with third parties except as necessary to fulfil your request (e.g., with logistics partners for returns) or as required by law.

For more details, please see our full Privacy Policy (link to your privacy policy page). You have the right to access, correct, or request deletion of your personal data at any time – just let us know.

Operator Information (Legal Disclosure)

Note: The registered address is for legal correspondence only and is not a return address. Always contact us for return authorisation and the correct shipping address.

Your Rights and Additional Information

• Complaints and Appeals: If you are not satisfied with our handling of your enquiry, you may escalate it by replying to our support email. We will review and respond within 5 working days.

• Regulatory Recourse: You may also lodge a complaint with the competent consumer protection authority or the Cyberspace Administration of China if you believe your rights have been infringed.

• Updates to This Page: We may update this contact information from time to time. The latest version will always be available on our website.

We appreciate your trust in MakeMuse. Our team looks forward to assisting you!