FREQUENTLY ASKED QUESTIONS
Products and projects
What kind of handmade products does MakeMuse offer?
Our collection may include finished handmade ornaments, DIY material kits, creative tools and accessories, knitting and embroidery sets, materials for woodcraft and ceramics, seasonal craft gift boxes, semi-finished kits, and customisable pieces. Styles, colours, sizes, materials, and component combinations depend on the season, inventory, and material sourcing.
Why can an item look slightly different from its images?
Natural materials and handcrafted production can cause small differences in colour, texture, dimensions, or finish. Screen settings and lighting can also affect how colours appear. The product page contains the current details.
Shipping and timing
Where do you ship?
We currently ship to the United States, Canada, and Mexico. Orders with delivery addresses outside these countries cannot be completed at checkout for now.
How long does order processing take?
Most in-stock items are processed within 2 to 7 business days. Business days do not include weekends or public holidays. DIY kits, personalised items, and made-to-order pieces may require additional production time, as noted on the relevant product page.
How long does delivery take after dispatch?
Estimated transit after dispatch is 7 to 20 business days to the United States, 10 to 30 to Canada, and 20 to 30 to Mexico. These are transit estimates only and do not include processing time.
How much does shipping cost?
Orders of US$50 or more qualify for free shipping. For orders below US$50, standard shipping is US$7.00 to the United States, US$8.00 to Canada, and US$12.00 to Mexico. Rates are displayed in US dollars.
Tracking and parcels
How can I track my order?
After dispatch, tracking information is sent to the email address provided with the order. You can also sign in to your customer account and check the Orders section.
Why has my tracking information not updated?
Tracking may take a few business days to refresh after dispatch. If it remains unchanged for an unusually long time, contact us with your order number and we will look into it.
Will all items arrive in one package?
An order with multiple items may be shipped in separate packages. You may receive more than one tracking number.
Changes and returns
Can I change or cancel my order?
Contact us as soon as possible with your order number and the requested change. Once processing, production, or shipping has begun, we cannot guarantee that a change or cancellation can be made.
Can I return a product?
Eligible products may be returned within 30 days from delivery. Contact us first to obtain return authorisation. Detailed conditions and exclusions are set out in our Returns, Refunds and Cancellation Policy.
What if my item arrives damaged, defective, incorrect, or incomplete?
Contact us promptly with your order number, a clear description, and photos or video of the item, outer packaging, and shipping label where relevant. After review, we will offer an appropriate solution, such as a replacement or refund where applicable.
Can personalised products be returned?
Personalised and made-to-order items generally do not qualify for change-of-mind returns. This does not limit remedies when a custom piece arrives damaged, defective, incorrectly made, or materially different from the confirmed order.
Customs and addresses
Will I have to pay customs duties?
Orders delivered to Canada or Mexico may be subject to customs duties, import taxes, or brokerage fees imposed by the destination country. Unless we state otherwise at checkout, these charges are the customer's responsibility.
What if I entered the wrong address?
Contact us immediately. Once an order has entered processing or has been dispatched, we may not be able to change the address. Please double-check your delivery details before placing an order.
Contact
How can I contact MakeMuse?
Use the customer service details below. When contacting us about an existing order, include the order number and the email address used for the purchase so we can assist more efficiently.
MakeMuse contact details
Brand: MakeMuse
Store Website: www.makeandmuse.com
Customer Service Email: service@makeandmuse.com
Website Operator and Legal Business Name: Xie'ou Zhonggou (Shanghai) Trading Co., Ltd.
Registered Business Address: Room 208, 2nd Floor, Building 1, No. 757 Jiaozhou Road, Jing'an District, Shanghai, China
MakeMuse is operated by Xie'ou Zhonggou (Shanghai) Trading Co., Ltd., which manages all aspects of the online store, including order processing, customer service, and related e-commerce activities. The registered business address is Room 208, 2nd Floor, Building 1, No. 757 Jiaozhou Road, Jing'an District, Shanghai, China.
The registered address is for legal correspondence only and is not a product return address. Contact us before sending a return so we can provide the correct address and authorisation.